Chapter 18 — Human factors and cyber policy: controls | Technologist Human factors and cyber policy

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Chapter 18 — Human factors and cyber policy: controls

Lesson map

Lesson 18 published. Map, example, EX052.

flowchart TD
  N0["Learning outcomes"]
  N1["18.1 Payment verification"]
  N2["18.2 Clear procedures"]
  N3["18.3 Role-play testing"]
  N4["Synthesis"]
  N0 --> N1 --> N2 --> N3 --> N4
  N4 --> EX["Worked example"]
  EX --> Q["Exercise EX052"]

Logical drawing

flowchart LR
  N0["Learning outcomes"]
  N1["18.1 Payment verification"]
  N2["18.2 Clear procedures"]
  N3["18.3 Role-play testing"]
  N4["Synthesis"]
  N0 --> N1 --> N2 --> N3 --> N4 --> Q["EX052"]

[Learning outcomes]
    |
    v
[18.1 Payment verification]
    |
    v
[18.2 Clear procedures]
    |
    v
[18.3 Role-play testing]
    |
    v
[Synthesis]
    |
    v
[Worked example] --> [Exercise EX052]

Learning outcomes

You will (1) implement verification procedures for payments and remote access; (2) write procedures staff can follow under pressure; (3) test procedures with role-play.

18.1 Payment verification

Lucas works with the practice manager to implement payment verification. Any request to change supplier bank details is held automatically in the accounting system. A second person calls the supplier on the number already on file, never the number in the request. The change is released only after confirmation, and the call is logged. This control removes the need for a manager to judge whether an email looks genuine, which is a judgement that skilled attackers can defeat. The finance team tests it first with sample requests.

18.2 Clear procedures

Lucas writes procedures for payment changes and remote vendor access on single cards with numbered steps, short sentences and the phone numbers to use. He places cards next to reception phones and in the finance office. He avoids long policy language. He follows Saltzer and Schroeder's idea of psychological acceptability: if a procedure is easy to follow, people follow it. He also adds a line stating that staff will always be supported for taking time to verify, even if a caller is angry.

18.3 Role-play testing

Lucas tests the procedures with role-play. A colleague acts as a caller claiming to be the vendor, and receptionists practise saying they will call back on the official number. Everyone knows it is practice; nobody is deceived. Receptionists find the scripted phrase helpful because it lets them refuse politely. One suggests adding the vendor's support hours to the card. Role-play builds confidence for real calls without the ethical problems and trust damage of secret tests. The suggestion is added. Practice runs monthly.

Worked example

Lucas implements payment holds with callbacks, writes procedure cards and tests them with announced role-play.

Synthetic case. Procedures are synthetic; Saltzer and Schroeder (1975) is real.

Errors and limits

Cards can go missing. Callers may become aggressive.

Exercises

EX052 — Callback number. Which number does the second person call? Rubric: 3 = the number already on file;; 2 = file;; 1 = the request;; 0 = none.
EX053 — Support line. What line was added to the cards? Rubric: 3 = staff will be supported for taking time to verify;; 2 = support;; 1 = vague;; 0 = none.
EX054 — Role-play ethics. Why use role-play instead of secret tests? Rubric: 3 = builds confidence without deception or trust damage;; 2 = ethics;; 1 = vague;; 0 = none.

Synthesis

Verification procedures remove hard judgements and are best tested openly.

Continue studying — chapter 18 of 30

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