The Internet opens a world of possibility to each and everyone one of us – the possibility of finding anything we want, regardless of how obscure, the possibility of forming communities of interest with longtime friends and new acuaintances, the possibility of conducting business and shopping online. All from the comfort of our offices, our homes or anywhere that we carry a smartphone.

But the Internet also provides a playground for those who would take advantage of our trust.

When I signed onto my online banking site this morning, I noticed a link to a “Special Holiday Alert.” The link led to a page of advice on how to avoid being duped by online scammers. As I read it, I realized that this is good advice not just for the holiday season but year round.

Good advice on staying safe online that I want to share in its entirety.

(And a hat tip to RBC for acting like a true partner with their customers. No hard sell here. Just useful information that will help us all enjoy the benefits of the Internet.)

Avoid Getting an Unwanted Surprise this Holiday Season!

It’s the holiday season, traditionally a time of celebrations, joy and goodwill. Not all holiday traditions are pleasant ones, though. Holidays are also a time when fraudsters increase their efforts to give gifts to themselves – gifts of your credit card information, your social insurance/social security number, your money and your identity.

During this holiday season, consumers need to be mindful about widespread online scams. Ensure your computer protections are up-to-date, avoid shopping on public computers such as those in internet cafes and libraries and follow these easy steps to help protect yourself:

Spoofed Shopping or Auction Websites
Always be extremely wary of anything online that looks “too good to be true”.  It’s not only during the gift giving season that fraudsters will send emails or post websites promising “amazing” discounts on luxury or everyday gifts. By trusting these offers you could end up buying items that you never receive and putting your credit card information into the hands of fraudsters. Avoid those emails and website links. Instead, independently go to any reputable company’s website. If the deals are legitimate, you will find them on that site.

Social Networking Sites’ scams
Always ensure you limit the information that you put on social networking sites and don’t automatically trust all “new friend requests” you receive. Social networking sites give fraudsters a wide audience for their scams. Some of the current trends are bogus email requests from a “friend” who is travelling and needs money wired to them for a “medical emergency” and deceptive “new friend requests” that contain links which, if you click on them, will download malicious software that will steal your personal information. Independently verify any request for “emergency funds”, i.e. don’t use the email address or phone number that you received the request from.

Email Scams

Avoid unsolicited emails that request any action on your part which involves divulging financial or other personal information or your sending money in order to receive money or goods.

Phishing emails: NO legitimate financial institution will send you a website link or phone number in an unsolicited email, asking you to confirm or enter any of your account or login information.
NO legitimate credit card company will send you a “transaction warning” with a website link or phone number, in an unsolicited email, asking you to confirm your account information.
NO legitimate financial institution will request that you send money in order to facilitate an online transfer, i.e. supposedly to bring your transfer amount up to a “minimum transfer limit”.
Even if these look convincing, these are scams. If in doubt, contact your financial institution or your credit card company using contact information that you’ve independently obtained.

Password Stealing Scams: Password theft remains a popular online scam as the financial rewards to cybercriminals can be immense. Do not click on links or attachments from unsolicited emails, to help avoid downloading password stealing software. A safeguard to follow is to always use different passwords for online bank accounts and for anything that contains your credit card number or other personal information.

Charity emails: Many of us take pleasure in giving to charitable organizations at this time of year. Be cautious of emails that appear to be from legitimate charitable organizations, but take you to fraudulent websites that will steal whatever personal or financial information you enter onto the site. Ignore these emails and independently go to the valid website for your charity of choice.

Job-related emails: During the holidays, there is also unfortunately a rise job-related email scams. Be wary of job opportunities that require initial start-up fees. Be on your guard for phony recruiters and employers that request personal or financial information prior to your commencing “employment”. Instead of a job, you may find your personal information, and your money, stolen.

Phony “Delivery Charges to Release Package” emails: Delivery Service companies do not request, via unsolicited email, payment or personal information in return for goods that are in transit or being held for you. Do not respond to these emails or click on any links within them.

Holiday-Themed emails: holiday e-cards and websites with cute holiday-themed downloads are tempting “clicks” during this season. But malicious code may be lurking behind those links. Always be careful what sites you access and what email links you click on.

To help stay safe online during the holiday season, be careful what you access (see “Cyber Criminals”). Use a little caution in your online activity and when in doubt, take the time to verify email requests that you receive, before you act on them.

Have a safe and happy holiday season!

Thanks again RBC. You earn my trust each and every day.

Julien Smith is co-author with Chris Brogan of Trust Agents, a New York Times best-seller that has been named one of Amazon’s top 10 business and investing books of 2009. And Julien Smith will be the next speaker to “go cross-Canada” with appearances at Third Tuesdays in Ottawa, Toronto, Calgary, and Vancouver.

I found Trust Agents to be a smart, practical introduction to the mindset that underpins success in the interconnected world of social media. A few quotes from the book that will give you a sense of what to expect from Julien:

“You need to be liked, and you start becoming likable by being worthy of being liked.”

“Helping others is probably one of the most effective ways to help yourself. By spreading ideas that help others, you get credit and people get the help they need. It’s win-win. What a change from the scarcity mentality most people live with every day, isn’t it?”

“One element of being considered One of Us is that the benefits or rewards you will encounter come from genuine interactions. Exchanges of kindness or transactions involving social capital tend to build on each other.”

Julien will be sharing his insights into the nature of social capital, the role of trust agents and how we can form tribes with others who care about the things we care about. In Julien’s words: “We will never need more advertising. We will always need more community, and tighter links between those we care about. Learning to build tribes using the new radios has never been more important, and understanding social capital has never been more valuable.”

Register to attend

Julien will appear at Third Tuesday Ottawa on November 30 and Third Tuesday Toronto on December 1. He’ll then do a pair of appearances at Third Tuesday Calgary on January 18 and Third Tuesday Vancouver on January 19.

You can register online now to attend Third Tuesday Ottawa and Third Tuesday Toronto with Julien Smith. The links to the Third Tuesday Calgary and Third Tuesday Vancouver events will be posted soon.

It takes a community to make Third Tuesday possible

Our sponsors – CNW Group, Rogers Communications, Molson Coors Canada, Fairmont Hotels and Resorts, and Radian6 – underwrite the cost of bringing speakers to Third Tuesdays in cities across Canada. Their sponsorship goes toward travel, accommodation, the costs of the venue and audio visual.

Our speakers donate their time. Thank you Julien.

And volunteers in each community organize the events. So, a big thank you to our volunteers – Michelle Sullivan and the Montreal team; Tanya Davis and Monica Hamburg in Vancouver; Doug Lacombe and Andrew McIntyre in Calgary; Kirsty MacRae in Ottawa and Sarah Laister in Toronto.

Without you, Third Tuesday simply wouldn’t be possible.

Thornley Fallis has been engaged to help EnStream launch the Zoompass mobile payment service. (Zoompass users can request and transfer money between one another directly from their smartphones. They can also transfer money directly to a prepaid touchless MasterCard to make purchases.)

During the launch phase, Kerri Birtch (@kerribirtch), Dave Fleet (@davefleet), and I (@thornley) will be monitoring the online discussions about Zoompass and participating in them through the Zoompass Twitter ID and through posts on the Zoompass blog. We’ll be supporting Zoompass’ Vice President, Aran Hamilton (@aranh) in this effort.

It’s our hope that, working as a team, we’ll be able to be present in the conversation from early in the morning to late at night seven days a week.

If we refer to Zoompass on our own Twitter accounts, we’ll insert “(client)” into the tweet to be sure that the reader, whether they know us or not, is alerted to the fact that we have a relationship with Zoompass.

I’m really excited about being part of the launch. I’ve been playing with Zoompass for a couple months prior to the launch and I think it will add a whole new function to my cellphone.

If you are curious about Zoompass and how you could use it, click over to the Zoompass Website to sign up to try it out. And once you start to use it, follow the Zoompass Twitter stream. If you ask a question or offer a comment there, you can be sure that we’ll respond to it.

Freshbooks lives in the open wilds of social media. The officers and employees blog and use twitter. Customers respond in kind. So far, all has been good. But what happens when a disgruntled customer attacks?

Michael McDerment argues that by being transparent and proactively communicating with people, a company like Freshbooks builds up a reservoir of good will that causes most people to hold their fire when the company trips up.

Saul Colt tries to handle the situations in which people are angry. His approach: “First rule, you can never win one of these arguments. So treat people with the utmost class and respect. Never get into a shouting match. Kill these people with kindness. If they have a problem, try to work it out in the most level headed way. Never ignore people. I try to answer any blog post we can find, even if it’s a ‘hey we love you’ post. … We really believe that customer service is the new marketing.”

Saul provides an example of how Freshbooks dealt with an actual disgruntled customer. Watch the video to get the complete story.

Final note. This is the last of the series of posts with videos of Freshbooks’ appearance at Third Tuesday Toronto . I hope that you found them interesting and informative.

Other clips with Freshbooks’ Michael McDerment and Saul Colt :

A Fresh(books) approach to social media by Dave Fleet

Building a Winning Team

Your next great business idea may be staring you in the face

Freshbooks: Don’t talk about the product. Talk about what it means to people

Freshbook Execs listen and respond to customers

Online media deliver results. But traditional media still add legitimacy

There’s no shortcut past setting realistic expectations

You have to trust people

It should be apparent from the series of posts about Michael McDerment ’s and Saul Colt ’s session at Third Tuesday that Freshbooks is a very social media savvy organization.

Not only does CEO Michael McDerment blog, but at least five other employees also blog. And there will likely be more.

So the obvious question: What will you do if one of your employees messes up and gives out a company secret or does something to hurt the company? Do you try to curb your employees’ blogging?

Michael McDermont: “It comes back to hiring. You’ve got to find people with shared values. And at the end of the day you have to trust people. … That’s the best you can do.”

It strikes me that this is a problem for large organizations which, by their nature, lose the ability to ensure fit between employees and company culture. But having acknowledged that, for organizations that still are of a size where this is practical, McDerment focuses on exactly the right place – management’s hiring decisions and attitudes.

Other clips with Freshbooks’ Michael McDerment and Saul Colt :

A Fresh(books) approach to social media by Dave Fleet

Building a Winning Team

Your next great business idea may be staring you in the face

Freshbooks: Don’t talk about the product. Talk about what it means to people

Freshbook Execs listen and respond to customers

Online media deliver results. But traditional media still add legitimacy

There’s no shortcut past setting realistic expectations

I received this in my Gmail inbox:

Dear Joseph Thornley,

Good day sir. I am a newly signed up member with you meetup.I am into software development for bloggers and podcasters for the past 10 years.I saw you group and its activities i was interested and decided to join to make a change and a growth.

I own a small website called [xyz].

We have a web based service that will be ready for beta testing
early next week. It is geared towards website operators and
bloggers in the US and Canada. What this service does, is reads
the text in a blog or website, by placing a badge on the users
site, where visitors can listen to the audio or download it.

Our main objective is to help podcasters and blogers to make money for their work and talent.we have been sponsored by a non-profit organisation so we charge no body who signs up with us.

All you have to do is for your members to provide me their profile url in your meetup group when they sign up .they are to send it to [zyx] or [zyxw] .

You will recieve the sum of $10 per person who signs up. Your podcasters or bloggers will recieve $500 for every blog or podcast they publish in that website : [xyz].

note: they must sent their meetup URL from your meetup webpage
to either of those above e-mails after they sign up to the
website.if not they will not be considered and you will not be
paid.because its from the i will know the number that signed up
to pay your money.

You can inform them today.you have one of the biggest blogging
meetup group in Torronto.So we choosed you group to benefit
from this.The offer last for 5 days after which signing up will
charge a fee.But if you sign up now you and your members who
sign up will not be charged.

This offere has been granted also to some USA blogging groups.
I look forward to see you there.

best Regards,
Eric.

The spelling and syntax errors look suspiciously similar to correspondence I’ve been receiving from a banker in Nigeria asking for help in moving his millions out of the country.

Is this a new twist on an old scam?

A while back Shel Israel wrote a post which touched upon the impact of the “cult of generosity” on marketing.

Today, Tara Hunt has a great post about the real meaning of the spirit of generosity and the gift economy. This is a must-read post for anyone who really wants to understand what motivates many of the social media thought leaders.

Thank you Tara for reminding us about what this should all be about.

In the wake of the inaugural Third Monday with Shel Israel, Ryan Anderson reflects on how bloggers reach out to one another in the real world. And as we do, we apply the online blogging culture to those encounters. Ryan says,

I go to a lot of events where I don’t know anyone, but I’ve always found that events with bloggers who I’ve “met” through comments or just reading are always much easier. 

…

We are a group of like-minded individuals, who are accepting of each other by virtue of a membership to a group, which we earned through a ritual of writing and reflecting and of sharing our insights with other bloggers.  Our beliefs, independent as they may be, are largely influenced by a book that is at the core of the culture.  When we come together as a group, there is an automatic acceptance, because we know that bloggers are there not to self-promote, but to share.  Those that were there to promote, were kept outside the group because they were there for themselves, not for the greater good.

I think he’s right on here. I’ve been at bloggers events in the past week in Chicago, Ottawa and Toronto. And at each one, people approached one another with an openness and an eagerness to share stripped of all the usual trappings of competition. We’re happy to meet the people with whom we share so much online and we approach them as we find them – through their thoughts and words, not as competitors or rivals.

In fact, I was reminded of this at the Third Tuesday in Toronto. When Shel Israel referred positively to Sun CEO blogger Jonathan Schwartz, a voice was heard from the back of the room boasting loudly, “They’re our client.” YECCCHHHHH!

The boaster clearly didn’t get what the evening was about. It wasn’t about bragging about wins. Or who is winning at the competitive table. It was about exploring the frontier of social media together.

And the crowd demonstrated this with their response. They room responded with silence and by ignoring this outburst of braggadocio.

We were there for one another. Not to make points.

That’s just one of the many things I like about blogging and bloggers.

Robert Scoble is leaving Microsoft. That’s big news for the company.

Scoble’s impact on the Microsoft’s image has been profound. He reminded us all that the company isn’t just a few aggressively competitive and astonishingly successful businessmen, but it is also thousands of individual employees who are probably a bit like you and me. This was an important accomplishment for Microsoft.

The 2006 Edelman Trust Barometer found that “in six of the 11 countries surveyed, the ‘person like yourself or your peer’ is seen as the most credible spokesperson about a company and among the top three spokespeople in every country.” And Scoble has been tremendously successful in becoming “the person most like me” for most bloggers.

Without doubt, he put a great face on Microsoft. And he continued to do this even in his post about leaving the company. Complimentary all the way through. A class act.

So what now? In his post about his decision to leave, Scoble himself observed:

I’m not the only blogger at Microsoft. There are about 3,000 of them here. They are not having the plug pulled on them. They changed the world. I just was the cheerleader.

Microsoft desperately needs a chief cheerleader to follow in Scoble’s footsteps. But none of the 3,000 bloggers in the company currently come anywhere near his profile.

Are any of the current bloggers capable of stepping into his shoes? Or will Microsoft have to reach outside the company to bring in another outsider with Scoble’s combination of skills as a communicator, cheerleader, networker and all round nice guy?

Rajesh Subramanian received the IABC’s the Excel Award for his work as the President of FedEx Canada.

His remarks focused on The value of reputation in strategic leadership: Inspiring trust through communication.

He opened with a video clip from “The Big Switcheroo,” a CBC (Canadian Broadcasting Corporation) program that followed Raj as he switched places with a front line employee and returned to the “shop floor.” In explaining why he did this, Raj pointed to internal FedEx research that showed a disconnect between management and employees. The CBC program was part of a larger communications outreach program that management was using to overcome this disconnect. Trust is essential to both employee and stakeholder relations. It can provide companies with some leeway and latitude so that the corporate positions can be understood and worked with.However, trust in corporations continues to erode. Both among external stakeholders and employees. And this decline in trust can lead to increased scrutiny, oversight, regulatory hurdles and delays that will damage competitiveness.Communication is fundamental to building trust. Communicators have a unique role as the corporate conscience – emphasizing honesty, consideration of stakeholder views and interests, and ensuring that promises made are promises kept.