Why empathy matters in cyber security

Attitudes towards groups and businesses are often skewed by our brains’ tendencies to prioritize negative information over positive. One of the best ways to mitigate this problem is to invest in a strong customer service function especially for areas like cyber security that don’t traditionally have a customer-facing element.

Security departments can oftentimes have a reputation within their organisation for being difficult or challenging. In grad school, my enterprise IT professors surmised this is due to security’s primary role as a handbrake on operations and production; that the dynamic tension between the two sides can cause people to perceive the security team as an impediment to growth and prosperity. That made sense.