24x7 Emergency Response Hotline

The Emergency Response service is for Internet911 customers to report social media risks including:

 

Defamatory Discussion: These include malicious information found in blogs, forums and social networking sites such as Facebook, Twitter and Youtube stemming from; defamatory discussion, erroneous rumors, inappropriate language, inaccurate information, along with identity theft and other fraudulent schemes. Often, these involve the inappropriate use of intellectual property.

 

Brand Abuse: Brand Abuses are Internet brand and trademark infringements along with other infractions that can result in a range of unintended consequences including:

 

• Misleading consumers and exposing the organization to liability.
• Diverting consumer traffic from its intended destination and thus reducing potential Revenues.
• Falsely connecting corporate brands with illegal or offensive activities.
• Even accidental abuses by authorized resellers or agents can lead to significant financial loses and potentially damage customer relationships

 

Identity Theft: Identity Theft Incidents occur when a user claims to be a legitimate enterprise in an attempt to scam private information from a user. Cost to the enterprise includes financial losses by individual customers and loss of trust in the organization meant to be protecting them.

 

Identity Theft includes, Phishing; the use of email scams. Vishing; The use of Telephone and Voice over IP scams and SMShing; which are SMS based Scams and ever more sophisticated attempts by criminals to avoid detection.

 

In order to better assist you in addressing the issue encountered and to direct you to the appropriate Internet911 Incident Response Expert, we will need you to provide us with a few details.  By logging in and providing the requested information, the response process will be initiated automatically and an Incident Response Expert will contact you within 30 minutes.

 

To initiate the response process, please login to your account and then click on the Initiate Incident Response button.

 

For all non-emergency issues please contact 911support@Internet911.com and a Customer Support Specialist will get back to you during the next business day.

 

Incident Response Experts

Once a threat is reported our team of experts are able to analyze it, determine the level of threat that it poses and then if action needs to be taken it is transferred to our Incident Response Team, which is able to eliminate/take-down the threat.

 

Our Incident Response Teams in America, Europe and Asia with the assistance of more than 4000 Internet service providers, covering more than 95% of the web, have a perfect (100%) take down record and have among the fastest take down times in the industry.

 

The potential for damage of a particular incident is determined by 3 factors:

 

1. The comprehensiveness of the company’s prevention measures
2. The level of analysis and expertise available to deal with the incident
3. The company’s ability to act quickly and decisively

 

Internet911, a Brandprotect company,has developed a formula for dealing with Social Media issues that will minimize, and in most instances, eliminate Social Media and other reputation threats. The process begins with the recognition that threats can be eliminated using one of the following 4 Action Strategies

 

1. Turn the threat into an Opportunity
2. Respond to minimize or neutralize the impact
3. Remove the threat
4. Bury the threat

 

We have developed the I5 process as a systematic tool to help make quick decisions. The entire Emergency Response Team, including external advisors, lead by the “CRO” (Chief Reputation Officer), should go through the I5 process as soon as a major threat has been identified.

 

The process requires the Team answering the following 5 questions in detail:

 

1. What are the facts associated with the situation?
2. What internal issues/factors are controllable by us?
3. What external issues/factors are not controllable by us?
4. Identify risk scenarios. What is the worst thing that could happen to us? What is the best thing that could happen to us?
5. Choosing an “Action Strategy” from above. Identify actions that are needed to mitigate or stop the worst thing that could happen, and formulate a plan to try to achieve the best thing that could happen.

Social Media Incident Action Strategies

Examples of how “Action Strategies” have been used successfully to eliminate or mitigate Social Media Threats.

 

1) Turning a threat into an Opportunity:
Domino’s Pizza was severely criticized for the poor taste of their pizza and the fact that their crust tasted like cardboard. Rather than trying to fight the negative media, they chose to embrace it and use the negative comments as a rallying point to rejuvenate their brand and their company. They launched a very successful social media campaign that literally changed the company.

 

 

 

2) Respond to minimize or neutralize the threat:
Getting your side of the story out is a natural response to online threats: assuming you have something to say. This is a very good strategy. Making sure that the response is appropriate, respectful and honest is key. A critical element to neutralizing a threat is making sure that the response has had the same amount of traction as the actual threat. You need to know all the sites that the initial threat was posted on, and make sure that the response is easily found and available in all of the corresponding social media sites.

Click here to review the Mitigation Processes section taken from our Internet Reputation Management Guidelines.

 

 

 

3) Remove the threat:
This is the most common approach employed for comments, blogs and websites that are inaccurate, offensive, or use a company’s brand and intellectual property inappropriately. This can be done by legal means or by asking the person who posted the offensive material to remove it. All legitimate social media sites have a dispute resolution process that is appropriate and fair for inappropriate content. Click here to review the Social Media Incident Response Processes section taken from our Internet Reputation Management Guidelines.

 

We have found that in most cases (80%+), a simple letter properly drafted and sent to the right person is all that is needed to remove offensive material. Only inappropriate threats will be removed in this way. Opinions that are founded on fact will not be easily deterred. Mitch Joel was recently quoted saying, “You can’t stop people from telling other people that your product sucks, if it does. Make your product not suck first!”

 

 

 

4) If you can’t eliminate it, than bury it:
No one reads page 17 of a Google search. There are multiple strategies that can be employed to move offending data to the back of the bus. By leveraging organic and paid for search engine optimization techniques, you can ensure that the message you want to be heard cuts through.