[Community-Discuss] Upcoming Abuse Desk Training

[Jean-Robert Hountomey]

Greetings,

The Messaging, Malware, and Mobile Anti-Abuse Working Group (M3AAWG) & The African Anti Abuse Working Group (AFAAWG) will deliver an Abuse Desk Training on Wednesday, April 28th, 2021 at 2 PM UTC.
Duration: 2h30
 
*Please, register in advance for this training:*
http://alturl.com/2r5u3
 
Topic: Abuse Desk Training.

Description: The purpose of this training is to provide ISPs and other service platform operators with an understanding of what's required to effectively respond to abuse incidents. The session will focus on the abuse desk team's role, what to look for in team members, how incidents are generated and processed, and finally what the results of the Abuse Desk should look like.
 
Topics:
* Purpose of the Abuse Desk: The industry responsibilities and business
justifications for an organization to form such a team. In many regions
of the world, we have heard that costs and lack of revenue generation
are a factor in the negligence of such a team. We will address that by
quantifying the value of the team. The Abuse Desk Team Members: How do
you hire appropriate and relevant staff and maintain their skills and
mental health. This will include portions of presentations given
on the importance of mental health considerations within an incident response
team that may be dealing with inappropriate, violent, or offensive content.
* Abuse Desk Incidents: This will cover the life-cycle of a policy or
security incident as it involves a customer. The training assumes
complete manual intake and response but will go on to provide guidance
on where automation can and should be applied with available resources.
Results and Reporting: Sharing the teams' success both internally and
with the industry. Tying back to the business justification, this will
include a conversation on cost analysis with the purpose of quantifying
what the team has achieved for an organization.
 
Best Regards.
 
AFAAWG 
 
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