Document Type

Conference Proceeding

Publisher

IEEE

Faculty

Computing, Health and Science

School

School of Computer & Security Science/Security Research Centre (secAU)

RAS ID

10304

Comments

This article was originally published as: Szewczyk, P. S., & Valli, C. (2010). Ignorant experts: computer and network security support from internet service providers. Proceedings of Network and System Security (NSS), 2010 4th International Conference on . (pp. 323-327). . Melbourne, Australia. IEEE. Original article available here

© 2010 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works.

Abstract

The paper examines the advice and support provided by seven major Internet Service Providers in Australia through late 2009 and early 2010 in relation to computer and network security. Previous research has indicated that many end-users will attempt to utilise the support provided by Internet Service Providers as a simple and effective method by which to obtain key information in regards to computer security. This paper demonstrates that in many cases the individuals working at the help desk are either reluctant to provide IT security support or have insufficient skill to provide the correct information.

DOI

10.1109/NSS.2010.42

Access Rights

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Link to publisher version (DOI)

10.1109/NSS.2010.42