Learning Outcomes:
By the end of this week, students should:
• Understand different types of commercially sensitive information.
• Recognise the potential impacts of data breaches on businesses and their stakeholders.
• Identify ways companies can protect sensitive information in the digital age.
In the digital support services sector, protecting confidential information is crucial because this field deals with sensitive data about companies, customers, and employees. Digital support services include IT support, customer service, and technical support, all of which involve handling data that should remain private and secure.
Let’s relate the types of confidential information we discussed to this sector:
Digital support teams often have access to information about a company’s technology systems, software, and security protocols. If any of this information is leaked, it could pose risks to the company’s security and competitiveness.
Examples:
• IT Infrastructure and Security Protocols: Knowing the details of a company’s cybersecurity measures (like firewalls and antivirus systems) is sensitive information. If these details were leaked, it could expose the company to cyberattacks.
• Software and System Development: Digital support services teams might support the development of new applications or systems. Details about these projects are commercially sensitive, and leaks could give competitors an advantage.
• System Vulnerabilities: Digital support teams might identify security weaknesses or vulnerabilities in a company’s system. If this information is not kept confidential, cybercriminals could exploit these weaknesses to steal data or disrupt services.
In the digital support sector, customer data is frequently accessed and managed. Support teams often troubleshoot customer accounts, handle billing issues, or guide customers through secure processes.
Examples:
• Account Details: Customer account details, such as usernames, passwords, and access history, are confidential. If this information is exposed, it could lead to unauthorized access or identity theft.
• Customer Support Interactions: Support tickets and chat logs contain personal information customers share to get help. Digital support agents must protect this information and follow data protection laws to keep it secure.
• Technical Issues and Solutions: When digital support teams help customers with technical issues, they might access sensitive information like payment methods or personal documents. Keeping these details private is essential for customer trust and safety.
In digital support services, employee information must be carefully managed. Just like in any other field, information about employees’ roles, performance, and any disciplinary actions should remain private.
Examples:
• IT Access Permissions: Digital support employees often have access to sensitive areas of the system. Information on who has access to what is confidential and should not be shared, as it could allow unauthorized personnel to access restricted data.
• Employee Performance Data: Digital support teams may monitor employees for productivity and quality of service. This performance data is confidential and should only be accessible to authorized managers and HR.
• Training and Skill Levels: Employees in digital support services may have different skill levels or special certifications. This information can affect the roles they take on, but it should remain private to prevent workplace discrimination or bias.
Confidentiality in digital support services is crucial because of the sensitive nature of the data handled. A breach could lead to:
• Cybersecurity Risks: Leaking technical or customer data can lead to hacking or phishing attacks.
• Loss of Customer Trust: If customers feel their data is not safe, they may stop using the company’s services.
• Employee Morale Issues: Sharing private performance data or access information can lead to conflicts and dissatisfaction within teams.
Task for You
Now that we’ve related confidentiality to the digital support services sector, let’s test your understanding.
Task: Imagine you are part of a digital support team at a technology company. Write down two types of confidential information you might come across in your role. For each, explain why it’s important to keep this information private and what could happen if it were accidentally shared.
Human Resources (HR) departments play a pivotal role in managing various aspects of employment, including salaries, benefits, and employment data. Ensuring the security of this data is paramount, as it involves sensitive personal information. Understanding the rights and responsibilities associated with this data is crucial for both employers and employees.
Salaries
HR is responsible for developing and managing compensation structures that are equitable, competitive, and compliant with legal standards. This involves handling sensitive data such as employee names, job titles, pay grades, bank account details, and tax information. Protecting this data is essential to prevent unauthorized access, fraud, and identity theft.
Benefits/perks
Beyond salaries, HR administers various benefits and perks, including health insurance, retirement plans, and other employee incentives. Managing these benefits requires collecting and processing additional personal information, such as medical records and beneficiary details. Ensuring the confidentiality and security of this data is vital to maintain employee trust and comply with legal obligations.
Employment data:
HR departments maintain comprehensive records for each employee, encompassing personal details, employment history, performance evaluations, and disciplinary actions. According to the UK government, employers can keep certain data about their employees without their permission, including name, address, date of birth, and employment terms. However, they need employees' consent to retain sensitive data, such as information about race, religion, or health conditions.
▪ recruitment
▪ termination
Appraisals/disciplinary
First we need to ensure we understand what an appraisal and a disciplinary is and are within an organisation.
an appraisal is like a review or a check in with a manager or a boss, this can usually happen once or twice a year and provide an opportunity and a chance to talk about how well a person is doing within their job. There are a few stages and steps that an appraisal process can follow. These typically are;
preparation:both the employee and the manager think about what they've done over the year and how well this has been done as well as what could be improved.in some situations a form is to be completed prior to the meeting by the employee.
the meeting: this is where the employee and the manager meet to discuss the points that are identified in the preparation content. This will look at what is going well and what the employee is doing well what they might need to improve on,and to outline and set targets and goals for the future, for example any update on skills and knowledge areas that the employee may require to enable them to do better in their job,or,to provide them opportunities to grow as an individual within the organisation given an opportunity to learn new skills.
feedback and planning: at this point the manager gives advice and sets the goals with the employee and makes an agreement with them for the next few months and this will be reviewed at the next appraisal meeting.
so why is this important?appraisal gives the employee an opportunity to discuss how they feel they are doing in regards to their work and allows them opportunities to discuss areas of weakness that they may be encountering during their working day, week, or year. This also allows the manager and the organisation to provide feedback to the employee about their performance and to provide praise where they have gone above and beyond their roles.
Creating an appraisal form tailored for 16- to 18-year-olds in Digital Support Services requires clear language and straightforward sections to ensure comprehension. Below is a sample template designed with UK English and spaces for data entry:
Below is an example of the data that is captured during an appraisal meeting.
Digital Support Services Appraisal Form
Employee Information
Name: ___________________________________________
Job Title: _________________________________________
Department: ______________________________________
Manager/Supervisor: ________________________________
Appraisal Date: ____________________________________
1. Key Responsibilities
List the main tasks and duties of your role.
a.
b.
c.
2. Performance Assessment
Evaluate your performance in the following areas using the scale:
|
Area |
Rating (1-5) |
Comments |
|
Quality of Work |
______ |
________________________________________________ |
|
Technical Skills |
______ |
________________________________________________ |
|
Problem-Solving |
______ |
________________________________________________ |
|
Communication |
______ |
________________________________________________ |
|
Team Collaboration |
______ |
________________________________________________ |
|
Initiative and Proactivity |
______ |
________________________________________________ |
Rating Scale: 1 = Needs Improvement, 2 = Fair, 3 = Good, 4 = Very Good, 5 = Excellent
3. Achievements
Highlight any significant accomplishments or contributions during this appraisal period.
4. Areas for Development
Identify any areas where improvement is needed and suggest ways to enhance these skills.
5. Training and Support
Specify any training or support required to help you perform better in your role.
6. Goals for Next Period
Set specific, measurable, achievable, relevant, and time-bound (SMART) goals for the upcoming appraisal period.
7. Employee Comments
Share any additional thoughts or feedback about your role or the workplace.
8. Manager/Supervisor Comments
Provide feedback on the employee’s performance and discuss plans for future development.
Signatures
Employee Signature: ________________________________ Date: ____________
Manager/Supervisor Signature: _______________________ Date: ____________
This template ensures that both the employee and the manager can engage in a structured and meaningful appraisal process, fostering development and growth within the Digital Support Services sector.
Disciplinary Process
a disciplinary process within an organisation can happen when there is a serious problem or a event that requires immediate intervention and action. This could be for example someone who continually arrives late every day to their job without providing reasons for their lateness, or, that they are failing to complete fully their job role and duties to a minimum satisfactory state,or,their behaviour is unacceptable for the workplace.
within all organisations there will be a disciplinary process that must be followed to ensure that the matter is completely investigated, reviewed, and the final outcome achieved.
investigation:it may be the managers responsibility to investigate the issue or the problem. This may be a manager that is not known to the individual so therefore allowing for impartiality to be applied to the case.the manager Will try to gather all evidence and if necessary statements from those affected in order to compile evidence to support any allegations or claim.
Meeting: a meeting will be had with the persons involved in the incident or case where they are allowed to explain their side of the story in a formal meeting. At this point the employee may be supported by a union rep if they are a member of a recognised employee union (unions will provide support for their members from both a legal and informative standpoint).
Outcome: once the investigating officer has compiled their evidence and had relevant meetings with those affected they will produce an outcome that could result in any of the following statement statements;
Verbal warning- this will provide the employee with an on record discussion around the situation and provide guidance to them as to the expectations of them and this could remain on file for a period of six months before being removed from their employee record.
Written warning -this is a more serious note that discusses the issue in further depth highlighting areas where failings have happened and the impact of them on the organisation and those within it.this written warning will remain on the employee file for a longer period and maybe a permanent mark on the employee record.
Suspension or dismissal - the most impactful outcome for both an employee and an organisation will be suspension or dismissal where the employee is deemed to have seriously impacted the organisation both from a reputation point of view as well as from a productivity point of view. The suspension may be for a period of time so that corrective actions can be implemented and undertaken. Dismissal,normally the last result,will require the employee to have their employment terminated in some situations. This is within some situations is with immediate effect.
Due to the nature of all of the information being sensitive
o medical information
Commercially Sensitive Information refers to crucial data that businesses keep confidential to remain competitive and protect their operations. This type of information gives companies an advantage, and if it falls into the wrong hands, it could lead to financial losses, damage to reputation, or even legal issues. Let’s explore key types of commercially sensitive information, why they’re essential, and how this applies particularly to the digital sector.
Sales Revenue is the money a company earns from selling products or services. Companies often keep this figure private, as it can reveal their success and give competitors insights into their market position.
• Example of Breach: In 2020, Amazon employees were accused of leaking confidential sales data of third-party sellers to help the company’s own brands gain a competitive edge. This leaked revenue data allowed Amazon to target successful products and release similar ones, putting smaller sellers at a disadvantage.
Trade Secrets are unique formulas, processes, designs, or techniques that give a business a competitive edge. Think of Coca-Cola’s secret recipe or Google’s search algorithm. If these secrets get out, anyone could copy them, undermining the business’s advantage.
• Example of Breach: In 2019, former Google employees were found to have shared trade secrets with rival companies after leaving the company. For example, Waymo, Google’s self-driving car division, accused a former engineer of stealing sensitive technology and sharing it with Uber to advance its self-driving car project. This jeopardised Waymo’s competitive position in the autonomous vehicle market.
Profit Margin is the percentage of revenue a company retains as profit after covering its costs. This information helps businesses decide on pricing and manage expenses. Revealing it can give competitors insights into how much a company spends and how it prices its products or services.
• Example of Breach: In 2015, the “Panama Papers” scandal exposed the profit margins and tax details of many large companies, leading to public backlash. Companies like Apple and Nike were shown to have set up offshore accounts to reduce tax bills, revealing their real profit margins and financial strategies. This damaged their reputations and led to a decline in public trust.
Client or Customer Details include information such as names, contact details, purchase histories, and preferences. Businesses invest heavily in building customer relationships, and competitors gaining access to this data could result in lost customers.
• Example of Breach: In 2019, Facebook experienced a significant data breach where the personal information of over 500 million users, including client contact details, was leaked. This harmed Facebook’s reputation for privacy and led to a decline in user trust.
Stakeholder Details involve information about individuals or groups with an interest in the company, like investors, employees, and suppliers. Disclosing this information could lead to unwanted interference in business relationships.
• Example of Breach: In 2020, Marriott Hotels suffered a data breach that exposed sensitive details of guests and other stakeholders. Hackers stole data including names, birth dates, and email addresses, which damaged Marriott’s reputation and created security concerns for stakeholders.
Contracts contain the terms and agreements between businesses, such as pricing, deadlines, and responsibilities. These are often confidential to prevent competitors from undercutting deals or offering better terms.
• Example of Breach: In 2017, PepsiCo sued four former executives for allegedly taking contract information to rival Coca-Cola. This gave Coca-Cola an advantage in negotiations with suppliers, as they could offer more competitive terms based on PepsiCo’s data.
Intellectual Property (IP) includes inventions, logos, designs, and content created by the company. Protecting IP is crucial as it helps distinguish a brand’s unique offerings.
• Example of Breach: In 2014, Samsung was accused of copying Apple’s designs and technology for smartphones. Apple sued Samsung for patent infringement, claiming Samsung’s phones closely resembled iPhones. This led to a long legal battle, showing the high value companies place on protecting their IP.
The digital support sector provides IT and cybersecurity services to help companies protect sensitive information from breaches. Data breaches and leaks can happen in various ways, including hackers infiltrating databases or employees sharing information after leaving the company. Cybersecurity teams work to secure networks, encrypt sensitive data, and train employees on best practices for data protection.
For example: A digital support team might use firewalls and encryption to prevent unauthorised access to client details. They may also monitor for any suspicious activity on the network to prevent potential breaches.
Protecting commercially sensitive information is essential for maintaining trust, staying competitive, and avoiding financial and legal problems.
“Protect the Secrets: A Commercially Sensitive Information Case Study.
Objective:
Students will identify different types of commercially sensitive information, consider the implications of breaches, and discuss ways to protect data in the digital sector.
Materials Needed:
• Whiteboard or flip chart
• Markers
• Printed case study cards (or a digital version if working online) with a scenario related to each type of commercially sensitive information:
• Sales Revenue
• Trade Secrets
• Profit Margins
• Client/Customer Details
• Stakeholder Details
• Contracts
• Intellectual Property (IP)
Setup:
Prepare 7 cards, each with a brief scenario that describes a data breach or misuse of one type of commercially sensitive information. Ensure each scenario includes enough detail for students to discuss its impact and how the data could have been protected.
Activity Steps:
Step 1 (5 minutes): Introduction & Discussion
1. Start by briefly reviewing what commercially sensitive information is, why it’s valuable to companies, and the types you’ll be exploring (sales revenue, trade secrets, profit margins, client/customer details, stakeholder details, contracts, and IP).
2. Explain that the group will be looking at real-world scenarios where sensitive information was compromised and considering the consequences and preventive measures.
Step 2 (10 minutes): Group Scenario Discussion
1. Divide the students into 7 small groups (or pairs if necessary). Give each group one of the scenario cards related to a specific type of commercially sensitive information.
2. Ask each group to discuss the following questions for their scenario:
• What type of sensitive information is involved in this scenario?
• How might this data breach or misuse impact the company, its customers, or its reputation?
• What steps could the company have taken to protect this information?
3. Allow 5 minutes for the groups to discuss their scenarios and prepare a brief summary of their findings.
Step 3 (5 minutes): Group Share & Debrief
1. Invite each group to share their scenario and their answers to the three questions.
2. After each group shares, highlight key points on the board (e.g., impacts of breaches, potential protections like encryption, secure networks, employee training).
3. Wrap up with a debrief, discussing how the digital support sector plays a critical role in preventing these breaches and why companies invest in data protection.
Extensions (if time permits):
• Class Discussion: Talk about recent high-profile data breaches and what they mean for companies and customers.
• Reflection Question: Ask students to reflect on why data security is increasingly important in a digital world where information is easily accessible.
Research the following examples
Emotet botnet
Passwords are like the keys to your online accounts, keeping your information safe from people who shouldn’t have access. However, not all passwords are created equal. The strength of a password depends on its length and the variety of characters it uses, such as letters, numbers, and special symbols (e.g. @, #, !). Let’s break this down simply.
How Passwords Are Cracked
Hackers often use automated tools that try billions of combinations per second to guess passwords. This method, called brute force attack, works faster on simple passwords than on complex ones. The more random and unique your password is, the longer it will take to crack.
Each character in your password adds more possibilities for the hacker to guess. For example:
1. Only lowercase letters: If your password is 6 characters long and uses only lowercase letters (like abcdef), there are 26 possible choices for each character. That’s 26⁶ combinations or about 308 million possibilities. A computer can guess this in seconds.
2. Lowercase and uppercase letters: Adding uppercase letters doubles the options (52 total). For the same 6-character password, there are now 52⁶ combinations, about 19 billion possibilities, taking hours to crack.
3. Letters, numbers, and symbols: Adding numbers and symbols expands the options to about 95 possibilities per character. A 6-character password like Ab#1&z now has 95⁶ combinations, about 735 billion possibilities, taking weeks to crack.
4. Longer passwords: The longer the password, the harder it is to crack. For instance:
• An 8-character password with mixed characters (e.g. Pa$$w0rd) has 95⁸ combinations, which could take years to break.
• A 12-character password like C0mpl3x#1234! has 95¹² combinations—billions of years to crack.
Examples and Estimated Times to Crack
|
Password Type |
Example |
Time to Crack (average) |
|
6 lowercase letters |
abcdef |
Less than 1 second |
|
6 mixed characters |
Ab#1&z |
About 1 week |
|
8 mixed characters |
Pa$$w0rd |
5 years |
|
12 mixed characters |
C0mpl3x#1234! |
Millions of years |
Tips for Creating Strong Passwords
1. Use at least 12 characters. Longer passwords are much harder to guess.
2. Mix it up. Include uppercase letters, lowercase letters, numbers, and special symbols.
3. Avoid predictable patterns. Don’t use password123 or anything personal like your name or birthdate.
4. Consider a passphrase. A passphrase is a string of random words like BlueDragon!Rainforest42. It’s easier to remember but still secure.
A strong password can protect your accounts and keep your data safe. Simple passwords are easy for hackers to break, but longer, more complex ones can take years, even centuries, to crack. Take the time to create a strong password—it’s worth the extra effort to stay secure!
o multi-factor authentication
o email accounts
o phone numbers
o access codes
Links to Learning Outcomes |
Links to Assessment criteria |
|
|---|---|---|
Anonymous Assessment - Learners assess an anonymous piece of work containing deliberate mistakes against given success criteria.