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人言可畏,这四招让企业远离谣言

LISA KAPLAN
2021-03-21

网络上的虚假宣传将危及公司的信誉、员工安全和财务安全。

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图片来源:DKOSIG —— 盖蒂图片社

再过几个月,我们就会深刻体会到两个重要事件的影响,一是1月6日由虚假信息引发的美国国会大厦暴乱,另外一件则是最近网络监控软件SolarWinds Orion遭遇网络攻击。这款软件被美国政府部门和民营机构广泛使用。

这两件事凸显出同一个可怕的问题:互联网在新冠疫情和大选有关的虚假宣传背后推波助澜,用信息来吸引用户这种手段,不仅有效,而且“有毒”。同样的虚假宣传策略曾经被用于对付各大品牌和行业,从制药公司到在线零售商都难以幸免。

指控一家公司违约的虚假说法或者针对公司经营活动的阴谋论,比如指控一名员工参与暴乱,这些言论会产生连锁反应,让股东感到焦虑,客户感到紧张,最终会对品牌的信誉和利润造成危害。

所有组织都不能再对这个问题无动于衷,坐等最好的结果出现了。

我曾经在公共和私营部门从事打击虚假信息的行动,因此我可以用我的亲身经历告诉你,网络上的虚假宣传,无论短期还是长期传播,都会造成毁灭性的影响。网络上的虚假宣传如果得不到解决,它们会在线下产生影响,危害公司的信誉、员工安全和财务安全。

想要了解这种威胁的严重性,不妨看看美国家具和家居装饰用品电子商务公司Wayfair的遭遇。这家公司最近成为一个广为流传的阴谋论的目标。早在7月份,有一位匿名的QAnon阴谋论者无中生有地指控该公司从事贩卖儿童的买卖,通过其工业橱柜运输和出售儿童。结果导致该公司信誉遭受重创,QAnon用户试图做空该公司的股票,而且Wayfair CEO尼拉吉·沙阿本人也遭到人身攻击。

几年前,美国全国橄榄球联盟(National Football League)发现,在“单膝下跪”抗议活动期间,自己处在了虚假宣传的中心。在抗议活动期间,有多位球员在演唱国歌时单膝跪地,希望引起人们关注警察暴力对待黑人事件。有不法分子曾利用全国橄榄球联盟及其四分卫科林·卡佩尼克的品牌知名度,试图放大双方阵营围绕这场运动的激烈争论,希望通过社交媒体操纵策略,实现进一步分化美国的目的。

就在本文发表的时候,辉瑞、莫德纳尤其是强生等制药公司,正在应对与新冠疫苗有关的虚假宣传。四处传播的谣言试图让民众怀疑疫苗的效果,对安全接种疫苗的说法产生质疑。(事实上,这三款疫苗既安全又有效,只要有机会就应该接种它们。)

没有人应该独自应对这个挑战。我们必须团结起来对抗日益汹涌的虚假宣传,防止我们的民众和企业被蒙蔽而忽略了事实和真相。信息交流和分享经验教训是关键。我们必须集体行动,免受这个日益严重的威胁所带来的负面影响。

公司可以并且必须未雨绸缪,采取以下措施有效化解有针对性的虚假宣传:

漏洞评估

公司必须了解自身存在的漏洞以及他们要面对的威胁,才能制定出数据驱动策略,监测和减少虚假信息和错误信息传播的情况。一个品牌可能因为与一个国家关系密切或代表了一个国家而遭到其他国家的攻击,或者有竞争对手聘请以牟利为目的的虚假信息传播者,直接对品牌发起攻击,无论如何,公司最终损失的都是利润和客户。

但了解自身存在的漏洞只能说成功了一半。公司通过掌握的数据能够了解如何提高品牌知名度和直接解决威胁,就能在21世纪不可避免的数字博弈游戏中轻松应对。

提前行动,快速反应

虚假信息和不实言论只要几分钟就能传遍数字网络,根本不需要几个月时间来发酵。网络上虚假信息的传播速度比真相快六倍。你根本没有时间做出反应;你必须利用那些能够让你抓住主动权的信息。

除了品牌监测以外,公司还需要投入资源,了解他们在网络传播领域所面对的数字威胁。不实言论和阴谋论正越来越多地出现在品牌宣传平台以外的地方,这一结论的主要依据是Twitter数据。随着现在越来越多用户因为宣扬暴力和阴谋论内容被主流平台删除,我们看到了它们向边缘平台转移的大趋势;而在这些平台上的虚假信息经常会转移到主流信息渠道。

公司必须在谣言开始传播之前,提早采取行动,尽早发现谣言,并通过减缓策略直接解除威胁,比如运用法律手段或传播方案等。如果一家公司无法在内部解决威胁,他们应该向其他公司寻求协助。

让员工做好充分准备

虚假宣传会从根本上改变人们对于公司及其品牌的认识,影响公司内的所有人——客服中心需要巧妙回答客户对于不实言论的咨询,公司管理层应该尽量确定哪些供应商可能对公司的供应链带来最大风险。向员工讲解虚假宣传或错误信息的警示信号,为什么应对虚假宣传至关重要以及如何应对等,能够让公司更有弹性地应对有针对性的谣言、不实言论或阴谋论。这样做还能让员工自愿参与到与这种不法行为的斗争中去。

做好周全准备

虽然你可能无法阻止针对公司的虚假宣传,但你可以通过周全的准备减轻由此产生的后果。尽早果断采取行动对于控制威胁至关重要,因此,公司必须拥有经过检验的、行之有效的响应计划,让你在出现不实言论时能够掌控局面。虽然并没有一种通用的方法能够有效应对虚假宣传,但公司的计划中应该包括下列内容:哪些人将参与应对威胁;应对虚假宣传的短期、中期和长期目标分别是什么;如何应对以及在什么时间开始做出响应?每个公司的这些决策都是独一无二的,应该取决于公司的目标及其风险承受能力和威胁态势。

这些是公司可以并且应该采取的所有措施。但对话不应该到此结束。为了解决虚假宣传带来的更广泛的威胁,我们还应该开始讨论导致虚假信息传播的结构问题,以及应该由谁来负责保证这些结构不会受到虚假宣传的影响。

虚假宣传的操作者已经把目标瞄向了公司。我们从国会大厦冲击事件中可以看出对虚假宣传不加以控制可能带来的危险,以及虚假宣传对于人身安全、品牌、信息和公司利润的威胁。所以领导者应该做好充分准备,不要事到临头惊慌失措。有一点是不可避免的,那就是相关信息会被外国政府所利用,并出售给不法分子,比如SolarWinds黑客攻击事件的幕后黑手。信息唾手可得的一面,会加剧所有人面对虚假信息时的脆弱性。(财富中文网)

本文作者丽莎·卡普兰现任Alethea Group创始人兼CEO、阿贡国家实验室(Argonne National Lab)研究员和国家安全研究所(National Security Institute)研究员。关注她的Twitter账号@lisackaplan。

翻译:刘进龙

审校:汪皓

图片来源:DKOSIG —— 盖蒂图片社

再过几个月,我们就会深刻体会到两个重要事件的影响,一是1月6日由虚假信息引发的美国国会大厦暴乱,另外一件则是最近网络监控软件SolarWinds Orion遭遇网络攻击。这款软件被美国政府部门和民营机构广泛使用。

这两件事凸显出同一个可怕的问题:互联网在新冠疫情和大选有关的虚假宣传背后推波助澜,用信息来吸引用户这种手段,不仅有效,而且“有毒”。同样的虚假宣传策略曾经被用于对付各大品牌和行业,从制药公司到在线零售商都难以幸免。

指控一家公司违约的虚假说法或者针对公司经营活动的阴谋论,比如指控一名员工参与暴乱,这些言论会产生连锁反应,让股东感到焦虑,客户感到紧张,最终会对品牌的信誉和利润造成危害。

所有组织都不能再对这个问题无动于衷,坐等最好的结果出现了。

我曾经在公共和私营部门从事打击虚假信息的行动,因此我可以用我的亲身经历告诉你,网络上的虚假宣传,无论短期还是长期传播,都会造成毁灭性的影响。网络上的虚假宣传如果得不到解决,它们会在线下产生影响,危害公司的信誉、员工安全和财务安全。

想要了解这种威胁的严重性,不妨看看美国家具和家居装饰用品电子商务公司Wayfair的遭遇。这家公司最近成为一个广为流传的阴谋论的目标。早在7月份,有一位匿名的QAnon阴谋论者无中生有地指控该公司从事贩卖儿童的买卖,通过其工业橱柜运输和出售儿童。结果导致该公司信誉遭受重创,QAnon用户试图做空该公司的股票,而且Wayfair CEO尼拉吉·沙阿本人也遭到人身攻击。

几年前,美国全国橄榄球联盟(National Football League)发现,在“单膝下跪”抗议活动期间,自己处在了虚假宣传的中心。在抗议活动期间,有多位球员在演唱国歌时单膝跪地,希望引起人们关注警察暴力对待黑人事件。有不法分子曾利用全国橄榄球联盟及其四分卫科林·卡佩尼克的品牌知名度,试图放大双方阵营围绕这场运动的激烈争论,希望通过社交媒体操纵策略,实现进一步分化美国的目的。

就在本文发表的时候,辉瑞、莫德纳尤其是强生等制药公司,正在应对与新冠疫苗有关的虚假宣传。四处传播的谣言试图让民众怀疑疫苗的效果,对安全接种疫苗的说法产生质疑。(事实上,这三款疫苗既安全又有效,只要有机会就应该接种它们。)

没有人应该独自应对这个挑战。我们必须团结起来对抗日益汹涌的虚假宣传,防止我们的民众和企业被蒙蔽而忽略了事实和真相。信息交流和分享经验教训是关键。我们必须集体行动,免受这个日益严重的威胁所带来的负面影响。

公司可以并且必须未雨绸缪,采取以下措施有效化解有针对性的虚假宣传:

漏洞评估

公司必须了解自身存在的漏洞以及他们要面对的威胁,才能制定出数据驱动策略,监测和减少虚假信息和错误信息传播的情况。一个品牌可能因为与一个国家关系密切或代表了一个国家而遭到其他国家的攻击,或者有竞争对手聘请以牟利为目的的虚假信息传播者,直接对品牌发起攻击,无论如何,公司最终损失的都是利润和客户。

但了解自身存在的漏洞只能说成功了一半。公司通过掌握的数据能够了解如何提高品牌知名度和直接解决威胁,就能在21世纪不可避免的数字博弈游戏中轻松应对。

提前行动,快速反应

虚假信息和不实言论只要几分钟就能传遍数字网络,根本不需要几个月时间来发酵。网络上虚假信息的传播速度比真相快六倍。你根本没有时间做出反应;你必须利用那些能够让你抓住主动权的信息。

除了品牌监测以外,公司还需要投入资源,了解他们在网络传播领域所面对的数字威胁。不实言论和阴谋论正越来越多地出现在品牌宣传平台以外的地方,这一结论的主要依据是Twitter数据。随着现在越来越多用户因为宣扬暴力和阴谋论内容被主流平台删除,我们看到了它们向边缘平台转移的大趋势;而在这些平台上的虚假信息经常会转移到主流信息渠道。

公司必须在谣言开始传播之前,提早采取行动,尽早发现谣言,并通过减缓策略直接解除威胁,比如运用法律手段或传播方案等。如果一家公司无法在内部解决威胁,他们应该向其他公司寻求协助。

让员工做好充分准备

虚假宣传会从根本上改变人们对于公司及其品牌的认识,影响公司内的所有人——客服中心需要巧妙回答客户对于不实言论的咨询,公司管理层应该尽量确定哪些供应商可能对公司的供应链带来最大风险。向员工讲解虚假宣传或错误信息的警示信号,为什么应对虚假宣传至关重要以及如何应对等,能够让公司更有弹性地应对有针对性的谣言、不实言论或阴谋论。这样做还能让员工自愿参与到与这种不法行为的斗争中去。

做好周全准备

虽然你可能无法阻止针对公司的虚假宣传,但你可以通过周全的准备减轻由此产生的后果。尽早果断采取行动对于控制威胁至关重要,因此,公司必须拥有经过检验的、行之有效的响应计划,让你在出现不实言论时能够掌控局面。虽然并没有一种通用的方法能够有效应对虚假宣传,但公司的计划中应该包括下列内容:哪些人将参与应对威胁;应对虚假宣传的短期、中期和长期目标分别是什么;如何应对以及在什么时间开始做出响应?每个公司的这些决策都是独一无二的,应该取决于公司的目标及其风险承受能力和威胁态势。

这些是公司可以并且应该采取的所有措施。但对话不应该到此结束。为了解决虚假宣传带来的更广泛的威胁,我们还应该开始讨论导致虚假信息传播的结构问题,以及应该由谁来负责保证这些结构不会受到虚假宣传的影响。

虚假宣传的操作者已经把目标瞄向了公司。我们从国会大厦冲击事件中可以看出对虚假宣传不加以控制可能带来的危险,以及虚假宣传对于人身安全、品牌、信息和公司利润的威胁。所以领导者应该做好充分准备,不要事到临头惊慌失措。有一点是不可避免的,那就是相关信息会被外国政府所利用,并出售给不法分子,比如SolarWinds黑客攻击事件的幕后黑手。信息唾手可得的一面,会加剧所有人面对虚假信息时的脆弱性。(财富中文网)

本文作者丽莎·卡普兰现任Alethea Group创始人兼CEO、阿贡国家实验室(Argonne National Lab)研究员和国家安全研究所(National Security Institute)研究员。关注她的Twitter账号@lisackaplan。

翻译:刘进龙

审校:汪皓

It will be months before we fully grasp the significance of two key events—the impact of disinformation leading to a violent insurrection culminating in an assault on the U.S. Capitol on Jan. 6, and the impact of the recent digital attack that breached SolarWinds Orion, a network-monitoring software widely used by U.S. government agencies and private-sector organizations.

Those two events each spotlight the same dire problem: The networks that pushed disinformation about the pandemic and the election have demonstrated that the information they weaponize to reach users is not only effective, but deadly. Those same disinformation strategies have been turned against major brands and industries ranging from pharmaceutical companies to online retailers.

Just one false claim alleging a company breach, or a conspiracy theory targeting a company’s practices—such as a single allegation that an employee was involved in the violent insurrection—can set off a chain reaction, making shareholders anxious and customers tense, and putting the brand’s reputation and bottom line in jeopardy.

Organizations can no longer sit back and hope for the best.

Having combated disinformation campaigns in both the public and private sector, I can tell you firsthand that the impacts of online disinformation—both short- and long-term—can be catastrophic. When left unaddressed, online disinformation creates offline impacts affecting reputations, employee safety, and financial bottom lines.

To understand the gravity of this threat, just look to Wayfair, the U.S.-based furniture and home decor e-commerce company, which was recently the target of a viral conspiracy theory. Back in July, an anonymous QAnon conspiracy theorist falsely claimed that the company operated a vast child-trafficking operation in which it shipped and sold children in its industrial cabinets. As a result, the company took a reputational hit, QAnon followers attempted to short the stock, and Wayfair CEO Niraj Shah was personally targeted.

Years earlier, the National Football League found itself at the center of a viral disinformation campaign during the “take a knee” movement, in which various players knelt during the playing of the national anthem to draw attention to police violence against Black people. Nefarious actors used the NFL’s and quarterback Colin Kaepernick’s brands to amplify the already heated rhetoric around the movement on both sides of the debate, employing social-media manipulation tactics in order to achieve their goal of a more polarized United States.

As you’re reading this, pharmaceutical companies Pfizer, Moderna, and especially Johnson & Johnson are battling disinformation campaigns surrounding their COVID-19 vaccines. Rumors have been spread to sow doubt in the vaccines’ effectiveness and challenge the idea that they can be safely administered. (All three vaccines are, in fact, safe and effective, and should be taken if given the opportunity.)

No one has to face this challenge alone. We must stand together against the rising tide of false information that robs our citizens and businesses of truth and facts. Exchanging information and sharing lessons learned is essential. We must work collectively to stay ahead of this ever-growing threat.

Here’s what companies can and must do to prepare for and effectively combat targeted disinformation campaigns:

Assess your vulnerability

Companies must understand their vulnerabilities and the threat actors they are up against in order to form a data-driven strategy to detect and mitigate instances of disinformation and misinformation. Whether a brand is attacked by a nation-state because it’s viewed as closely aligned or representative of a country, or directly targeted by a competitor that has hired a for-profit disinformation actor, at the end of the day it’s your bottom line and customers to lose.

However, knowing your vulnerabilities is half the battle. Having the data to understand how to enhance your brand awareness and directly address the threats against you will enable your organization to artfully play the game of digital chess the 21st century requires.

Establish effective capabilities

Disinformation and false claims spread through the digital universe in a matter of minutes, not months. Online, false information travels six times faster than the truth. The nature of disinformation is fundamentally different than traditional crisis communications or dealing with good old-fashioned lies on the Internet. You simply don’t have time to react; you need to use information that puts you in the driver’s seat.

Companies need to invest resources beyond brand monitoring to understand the digital threats they’re up against when it comes to communicating online. False claims and conspiracy theories are increasingly found beyond the reaches of brand awareness platforms, which primarily rely on Twitter data. With more users now being removed from mainstream platforms for promoting violent and conspiratorial content, we’re seeing an even greater shift toward fringe platforms, from which disinformation can often leap to mainstream feeds.

Companies must get ahead of the rumors, detecting them as soon as possible so that they can address the threat head-on through mitigation tactics ranging from legal to communications options, before it’s too late. If a company cannot do this internally, they should look to outside firms for assistance.

Prepare your workforce

Disinformation fundamentally shifts the way that people think about you and your brand, impacting everyone at your organization—from your call center fielding inquiries from customers about false claims, to your C-suite trying to make decisions about which vendors may pose the greatest risk in your supply chain. Educating employees about the telltale signs of disinformation or misinformation, why it matters, and what to do about it will empower your organization to be more resilient in the face of targeted rumors, false claims, or conspiracies. It will also ensure that employees themselves are not unwilling participants in a nefarious operation.

Be prepared to act

While you might not be able to stop a disinformation campaign from targeting your company, you can mitigate the resulting damage through thorough preparation. Early, decisive action is critical to containing the threat, so companies must have a tried-and-true response plan in place so that when the false narratives start, you are in control. While there is no one-size-fits-all approach to effectively responding to disinformation your organization’s plan should cover: Who is involved in the response; what are the short-term, medium-term, and long-term goals for combating disinformation; and how will you respond and when? All of these decisions should be unique to each organization and its goals, as well as its appetite for risk and the organization’s threat landscape.

These are all steps that companies can and should take. But the conversation shouldn’t stop there. In order to address the broader threat posed by disinformation, we also need to start talking about the structures that led to its proliferation and who should be held accountable for safeguarding those structures against disinformation.

Disinformation operators have their sights set on businesses. We’ve seen from the events at the Capitol how dangerous disinformation can be when left unchecked, and the threats it poses to physical safety, brands, reputations, and bottom lines. That’s why leaders should be prepared, not surprised. The availability of information that will inevitably be exploited by foreign governments and sold to criminals vis-à-vis the SolarWinds hack increases the vulnerability to disinformation for all of us.

Lisa Kaplan is the founder and CEO of Alethea Group, an associate of Argonne National Lab, and a fellow at the National Security Institute. Follow her on Twitter at @lisackaplan.

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