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Goddard: IT HAPPENS EVERY TIME.
SOMEONE SENDS OUT THREAT LETTERS OR ANOTHER WHITE-POWDER HOAX.
AND MY PHONE STARTS TO RING.
PEOPLE BECOME CONCERNED ABOUT THEIR MAIL.
THIS KIND OF STUFF GETS THE HEADLINES,
BUT THE REAL THREATS ARE THINGS LIKE IDENTITY THEFT
OR DUMPSTER DIVERS.
EITHER WAY, WE TRY TO HELP.
[ INDISTINCT CONVERSATIONS ]
INSPECTOR GODDARD.
NIECE.
WE CERTAINLY APPRECIATE YOU GUYS COMING OUT.
I THOUGHT WE COULD TALK,
AND THEN WE'LL TAKE A TOUR OF THE MAIL CENTER.
THAT'S FINE. HOW MANY EMPLOYEES DO YOU HAVE?
WELL, AT THIS LOCATION, COUNTING THE FRONT OFFICE, 2,100.
WE RECEIVE MAIL FROM ABOUT 2/3 THAT NUMBER.
MOST OF OUR PRODUCTS GO OUT BY TRUCK,
BUT WE ARE RESPONSIBLE FOR ABOUT 1,000 PIECES OF MAIL A DAY.
YOU MENTIONED THAT YOU HAD SOME CONCERNS.
LIKE EVERYBODY ELSE, WE'RE CONCERNED ABOUT TERRORISM,
THINGS BEING SENT THROUGH THE MAIL.
WE UNDERSTAND YOUR CONCERNS,
BUT YOUR COMPANY ISN'T LIKELY TO BE A TARGET.
IN FACT, THREATS IN THE MAIL ARE VERY RARE.
IT'S LIKE ONE IN BILLIONS.
MANY ORGANIZATIONS ARE CONCERNED
ABOUT BEING THE TARGET OF EXTREMISTS.
THAT'S EVEN MORE RARE.
THE VERY FEW CASES OF TRULY DANGEROUS THREATS THAT WE SEE,
NEARLY ALL OF THEM ARE VERY PERSONAL.
THEY'RE INTENDED FOR ONE SPECIFIC TARGET.
WE'VE NEVER PROMPTED ANY PROTESTS HERE AT THIS COMPANY.
BUT WE HAVE HAD SOME EMPLOYEES' PERSONAL PROBLEMS
THAT HAVE CAUSED US CONCERN.
THAT'S WHY IT'S IMPORTANT TO HAVE A PLAN
FOR DEALING WITH SUSPICIOUS MAIL AND PACKAGES,
CE.
I BROUGHT SOME POSTERS.
THIS IS OUR "SUSPICIOUS MAIL" POSTER.
EARN
EXCESSIVE POSTAGE, STAINS ALL OVER THIS, TOO MUCH TAPE.
MAIL LIKE THIS WOULD STAND OUT LIKE A SORE THUMB HERE.
AND YOU WANT YOUR EMPLOYEES TO BE ALERT TO THESE TYPE OF SIGNS.
BUT SOMETIMES DANGEROUS PACKAGES
DON'T LOOK ALL THAT DIFFERENT FROM REGULAR MAIL.
SO IT'S IMPORTANT TO HAVE A PLAN
THAT TAKES
OKAY. WHAT DO YOU SUGGEST?
WELL, IT'S FAIRLY STRAIGHTFORWARD.
IF ONE OF YOUR EMPLOYEES RECEIVES A PACKAGE
THEY WEREN'T EXPECTING OR LOOKS A LITTLE UNUSU,
MAKE SURE THEY ATTEMPT TO VERIFY THE PACKAGE WITH THE SENDER
BEFORE THEY OPEN IT.
USUALLY, A PHONE CALL WILL CLEAR THINGS RIGHT UP.
SOUNDS REASONABLE.
STEVEN RIDGE?
THIS IS DAN ANNISTON AT BRADLEY/McMINN.
I'VE GOT A PACKAGE HERE FOR TOM FARNSWORTH.
OURS,
BUT HE HASN'T WORKED HERE IN QUITE A WHILE.
DID YOU SEND IT?
I SEE. PRODUCT SAMPLES.
Goddard: ALSO, KEEP IN MIND THAT THREATS CAN COME
FROM A NUMBER OF DIFFERENT SOURCES --
EXPRESS DELIVERY SERVICES, COURIERS,
EVEN THINGS THAT ARE LEFT BEHIND BY VISITORS.
NOW, YOUR PLAN SHOULD ADDRESS ALL THE WAYS
THAT CORRESPONDENCE CAN ENTER THE BUILDING.
BUT THE ACTUAL THREAT
OF RECEIVING ANYTHING DANGEROUS IS VERY LOW.
THERE ARE OTHER AREAS THAT SHOULD CONCERN YOU A LOT MO.
LIKE WHAT, INSPEC?
OPPORTUN
DUMPSTER DIVERS, IDENTITY SCAMS.
THESE THINGS HAPPEN A LOT MORE THAN YOU MIGHT THINK.
WELL, I HAVE SOME EXPERIENCE IN THAT AREA.
UNFORTUNATELY, LAST YEAR,
WE HAD AN EMPLOYEE CAUGHT GOING THROUGH SOME PACKAGES.
SO, WHAT CAN WE DO TO PREVENT THOSE PROBLEMS
FROM HAPPENING IN THE FUTURE?
[ BUZZES ]
THAT'S A GOOD START.
UH-HUH.
THAT CAN BE THINGS LIKE EMPLOYEES PILFERING SMALL ITEMS,
LIKE CASH, GIFT CARDS, BOOKS, DVDs.
S DON'T HANDLE MUCH CAS.
THAT'S A REALLY GOOD POLICY. THINK ABOUT IT.
SOMEONE'S SORTING THE MAIL AND THEY SEE A BIRTHDAY CARD
MAILED FROM OUT OF STATE.
THERE'S A GOOD CHANCE THERE'S GOING TO BE
SOMETHING OF VALUE IN THERE, MAYBE A GIFT CARD.
IT CAN BE REALLY TEMPTING, ESPECIALLY FOR A NEW WORKER
OR A TEMPORARY EMPLOYEE.
THAT'S EXACTLY WHAT HAPPENED
WHAT CAN WE DO TO STOP THAT FROM HAPPENING AGAIN?
YOU CAN ASK EMPLOYEES NOT TO RECEIVE PERSONAL MAIL AT WORK.
YOU CAN INSTALL SECURITY CAMERAS.
EMPLOYEES ARE LESS LIKELY TO BE TEMPTED THAT WAY.
OKAY.
HEY, HOLD UP A SECOND. WHERE DOES THIS GO?
HEY, DON'T ALLOW ANY MAIL OR MATERIALS
TO BE TAKEN OUT THE BACK DOOR.
IT MAKES IT TOO EASY TO SMUGGLE THINGS OUT TO A CAR
OR TO AN ACCOMPLICE.
OKAY.
AND BE VERY CAREFUL OF SCHEMES INVOLVING TRASH CONTAINERS.
DON'T EVER ALLOW MAIL OR BOXES
TO BE DISCARDED DIRECTLY INTO THE TRASH.
WE ARRESTED A GUY LAST YEAR.
HE WAS THROWING VALUABLES INTO THE TRASH
AND SIMPLY COLLECTING THEM FROM THE DUMPSTER AFTER HOURS.
YEAH.
YOU ALSO WANT TO KEEP YOUR PURCHASING
AND YOUR MAIL-CENTER FUNCTIONS SEPARATE.
YOU DON'T WANT EMPLOYEES TO BE ABLE TO ORDER MERCHANDISE
AND THEN INTERCEPT IT WHEN IT COMES INTO THE BUILDING.
THAT'S NOT REALLY A PROBLEM HERE
BECAUSE ANY PURCHASE OVER $10 REQUIRES A P.O.,
AND THAT HAS TO BE SIGNED BY A SUPERVISOR.
MM-HMM.
WE SUGGEST YOU TREAT THAT LIKE AN ATM.
E?
OH, YOU'D BE SURPRISED.
WE CAUGHT A MIDDLE-LEVEL MANAGER LAST YEAR
USING HIS COMPANY'S POSTAGE METER
TO PROMOTE A NEW SMALL BUSINESS HE WAS TRYING TO LAUNCH.
MAY NOT SOUND LIKE MUCH, BUT HE WAS SENDING OUT HUNDREDS
LS
AMOUNTED TO OVER $10,000 BEFORE ANYONE GOT WIND OF IT.
EVEN IF WE INSTALLED CAMERAS IN HERE, WE COULDN'T STOP THAT.
OUR EMPLOYEES METER HUNDREDS OF PIECES OF MAIL EVERY DAY,
AND, FRANKLY, THERE'S NOTHING SUSPICIOUS ABOUT IT.
THERE'S AN EASY FIX FOR THAT.
JUST COMPARE YOUR OUTGOING MAIL VOLUME
WITH YOUR POSTAGE EXPENSES EVERY MONTH OR SO.
ONCE YOU KNOW THE AVERAGE FOR BOTH,
ANY LARGE VARIATION WILL REALLY STAND OUT.
OKAY. THAT'S PRETTY MUCH THE TOUR.
YOU GUYS WANT TO GO BACK TO MY OFFICE?
YEAH, SURE.
YOU'RE NOT MAILING OUT WINE, ARE YOU?
THAT FOR REPACKAGING.
REUSING BOXES IS FINE.
BUT MARKINGS FOR NON-MAILABLE ITEMS,
THEY'VE GOT TO BE REMOVED OR COMPLETELY MARKED OUT.
AND NO MAILING OF ALCOHOL -- BEER, WINE, LIQUOR.
IT'S ILLEGAL AND POTENTIALLY DANGEROUS.
OKAY.
COLBY, COULD YOU DO ME A FAVOR
AND PLASTER OVER THE MARKINGS ON THAT WINE BOX?
THANKS.
WE'VE GONE THROUGH ALL THE ASPECTS OF OUR SECURITY SURVEY.
AND OVERALL, WE THINK YOU'RE IN GOOD SHAPE.
PHYSICAL SECURITY OF YOUR BUILDING IS EXCELLENT,
AND OUR ONLY SUGGESTIONS ARE OPERATIONAL
OR INVOLVE REDUCING OPPORTUNITIES FOR CRIME.
WELL, THAT'S NICE TO HEAR.
BUT WHAT ABOUT THE AREAS WHERE WE NEED IMPROVEMENT?
HAVE YOU GIVEN MUCH THOUGHT TO IDENTITY THEFT?
ACTUALLY, WE HAVE.
YOU MENTIONED DUMPSTER DIVING EARLIER?
WE HAVE A POLICY THAT ALL DISCARDED MAIL
GO TO THE SHREDDER BEFORE IT GOES TO THE TRASH.
AND AFTER YOUR SUGGESTION ABOUT THE PACKAGING,
I'M GOING TO IMPLEMENT A POLICY THAT ALL BOXES BE BROKEN DOWN.
GOOD. THAT'S REALLY GOOD.
WE DID NOTICE THAT YOUR EMPLOYEES HAVE ACCESS
TO THE PERSONNEL DATABASE.
THEY DO. IS THAT A PROBLEM?
WELL, IT COULD BE.
IT COULD BE AN OPENING FOR I.D. THEFT.
YOU MIGHT WANT TO CONSIDER LIMITING
THE NUMBER OF EMPLOYEES THAT HAVE ACCESS.
AND IT'D BE A GOOD IDEA IF YOU SEPARATE PERSONAL INFORMATION,
LIKE HOME ADDRESSES, SOCIAL SECURITY NUMBERS,
FROM THE COMPANY DIRECTORY.
I DON'T BELIEVE THERE'S ANY PERSONAL DATA IN THAT DATABASE.
BUT I WILL CHECK WITH H.R. JUST TO MAKE SURE.
HAVE YOU THOUGHT ABOUT ILLEGAL DRUGS
THROUGH THE MAIL?
YEAH,
WE'VE ARRESTED PEOPLE WHO'VE HAD ILLEGAL DRUGS SHIPPED
TO THEIR OFFICE OR MAIL CENTER INSTEAD OF TO THEIR HOMES.
THEY THINK THEY'RE LESS LIKELY TO GET CAUGHT THAT WAY.
REMEMBER THAT CASE NICHOLS WORKED IN CHICAGO LAST YEAR?
KID WAS WORKING IN A MAILROOM AT A COLLEGE THERE.
HE DECIDED TO CREATE A FICTIONAL STUDENT.
GAVE HIM HIS OWN MAILBOX AND EVERYTHIN.
HIS SOURCE WAS SHIPPING STEROIDS DOWN FROM CANADA
TO THIS NONEXISTENT STUDENT.
SO WHENEVER THE MAILROOM CLK SAW HER NAME ON A PACKAGE,
HE'D JUST SLIP IT OUT TO HIS CAR.
HOW DID YOU GUYS CATCH HIM?
SUPERVISOR GOT A LITTLE SUSPICIOUS
WHEN HE SAW THREE PACKAGES FROM CANADA ALL IN THE SAME WEEK.
HE STARTED LOOKING INTO IT,
SAW RENT HAD NEVER BEEN PAID ON THE BOX
AND THIS STUDENT HAD NEVER BEEN REGISTERED AT THIS SCHOOL.
AFTER HE CALLED US,
IT DIDN'T TAKE LONG TO FIGURE THE WHOLE THING OUT.
LET ME ASK YOU, WHAT SHOULD I BE LOOKING FOR IN MY SETTING?
PACKAGES FROM SOURCE STATES --
ARIZONA, CALIFORNIA, FLORIDA, TEXAS.
CANADA IS A SOURCE FOR STEROIDS AND EVEN DATE-*** DRUGS.
WE'RE SEEING A LOT OF THOSE IN LIQUID FORM.
WE GET PACKAGES FROM ALL THOSE PLACES ALL THE TIME.
HOW WOULD I KNOW WHAT TO LOOK FOR HERE?
THE KEY IS BEING ALERT TO THINGS OUT OF THE ORDINARY.
CHANCES ARE YOU GET PACKAGES FROM THE SAME SUPPLIERS
AND THEY'RE GOING TO THE SAME PEOPLE INSIDE YOUR COMPANY.
SO IF I HAVE AN EMPLOYEE WHO SUDDENLY STARTS GETTING PACKAGES
FROM ONE OF THESE STATES,
THAT'S SOMETHING I SHOULD PROBABLY LOOK INTO.
JUST STAY ALERT.
AND BY SHOWING A STRONG INTEREST IN SECURITY, LIKE YOU'RE DOING,
YOU'RE GONNA MAKE PEOPLE THINK TWICE BEFORE TRYING ANYTHING.
S
ON MAIL-CENTER EMPLOYEES.
OKAY. I'LL MAKE A NOTE OF THAT.
YOU MENTIONED YOUR OUTGOING MAIL VOLUME EARLIER.
WHAT KIND OF THINGS DO YOU MAIL?
COR
AND ONCE A QUARTER, WE DO SEND OUT A MASS MAILING.
TELL US A LITTLE MORE ABOUT THAT.
WELL, WE SEND OUT PRODUCT SAMPLES TO POTENTIAL CUSTOMERS,
AND WE USE MAILING LISTS.
COUPLE HUNDRED THOUSAND PIECES AT A TIME.
BUT WE ONLY DO THAT KIND OF VOLUME LIKE ONCE A QUARTER.
THESE TYPE OF MAILINGS ARE A CONCERN.
WE'VE HAD PEOPLE MAIL OUT SAMPLES OF THEIR PRODUCTS,
LIKE SPORTS-DRINK POWDER MIXES, OTHER LIQUIDS AND POWDERS.
IF THEY'RE NOT PROPERLY PACKAGED,
THEY CAN LEAK OUT AND CAUSE CUSTOMERS OR MAIL HANDLERS
TO BE CONCERNED THERE'S A HAZARD.
WELL, WE DO SEND OUT SOME SMALL POWDER SAMPLES.
OH, YEAH. PROPER PACKAGING IS A BIG CONCERN.
YOU NEED TO LABEL YOUR SAMPLES ON THE OUTSIDE.
IF THERE IS A SPILL, THEY CAN BE EASILY IDENTIFIED.
MANY MAILERS ARE PUTTING THEIR COMPANY WEBSITES
OR T OUTSIDE
MAKES IT EASIER TO CONTACT YOU IF THERE'S A QUESTION.
AH. YEAH. GREAT. LOOKS PERFECT.
YOU MIGHT ALSO WANT TO NOTIFY THE POSTAL SERVICE
BEFORE DOING A MASS MAILING THAT RAISES ANY CONCERNS.
THAT WAY, WE'VE GOT YOU IN OUR SYSTEM
AND COULD QUICKLY CLEAR UP ANY PROBLEMS.
OKAY. I'LL MAKE A NOTE OF THAT.
WHAT ELSE?
TALK TO YOUR MARKETING DEPARTMENT,
YOUR COMPANY'S AD AGENCY.
YOU WOULDN'T BELIEVE THE CLEVER MARKETING IDEAS WE'VE SEEN.
MY FAVORITE IS AN AD AGENCY IN CLEVELAND
WHO SENT OUT FAKE HAND GRENADES.
"THIS SALE THING.
I'M SURE SOMEBODY THOUGHT THAT WAS A CLEVER IDEA.
BUT THEY OBVIOUSLY DIDN'T THINK ABOUT THE PEOPLE
OPENING THOSE PACKAGES.
I NOTICE YOUR COMPANY REQUIRES I.D. BADGES.
THAT'S A GREAT IDEA. WHAT DO YOU DO ABOUT VENDORS?
WELL, OUR VENDORS HAVE I.D. BADGES THAT WE CONTROL.
AND ANY VISITORS HAVE TO SIGN IN AT THE FRONT DESK,
AND THEY'RE ESCORTED AROUND THE BUILDING BY AN EMPLOYEE.
MM-HMM.
WE THINK YOU'RE ON THE RIGHT TRACK, MR. HOPEWELL.
I'M GOING TO TALK TO OUR MANAGEMENT GROUP
ABOUT THE CAMERAS.
WE HAVE A FAIRLY HIGH
MOST OF OUR TOP EXECUTIVES STARTED IN THE MAILROOM,
BUT WE DO ALSO HAVE A LOT OF YOUNG PEOPLE.
AND IT'S JUST BETTER TO BE SAFE THAN SORRY.
THINK ABOUT THOSE BACKGROUND CHECKS.
AND REMEMBER TO LIMIT ACCESS TO THAT LOADING DOCK.
I'LL TAKE CARE OF THAT THIS AFTERNOON.
I NEVER REALIZED HOW EASY IT WOULD BE
TO PILFER MAIL THAT WAY.
GLAD WE COULD HELP.
GIVE US A CALL IF YOU HAVE ANY QUESTIONS.
I APPRECIATE YOU COMING OUT. YOU'VE BEEN A GREAT HELP.
I'LL ESCORT YOU OUT.
YOU CAN GET MORE INFORMATION ON MAIL-CENTER SECURITY
ON OUR WEBSITE.
LOOK FOR OUR "SUSPICIOUS MAIL" POSTER,
WHICH IS FREE TO DOWNLOAD.
IT IS ALSO INCLUDED ON THIS DVD
AND CAN BE ACCESSED ON MOST COMPUTERS.
WE GET A LOT OF QUESTIONS ABOUT SUSPICIOUS OR DANGEROUS MAI.
BUT THE ODDS OF THAT AFFECTING YOUR COMPANY ARE REMOTE.
THE REAL SECURITY CONCERNS ARE MUCH MORE MUNDANE.
REMEMBER THESE SIMPLE STEPS
TO MAKE YOUR MAIL CENTER MORE SECURE.
NUMBER ONE.
MAKE SURE THAT YOU HAVE A PLAN
FOR DEALING WITH SUSPICIOUS PACKAGES.
CKAGE CT,
VERIFY THE CONTENTS WITH THE SENDER.
NUMBER TWO.
TER.
PAY ATTENTION TO THE PHYSICAL SECURITY OF YOUR BUILDING.
DON'T ALLOW MAIL TO BE DISCARDED WITHOUT SHREDDING,
AND BE SURE TO BREAK DOWN ALL BOXES
POSED OF.
NUMBER THREE.
OYEES
AND INSTALL CAMERAS TO DISCOURAGE THEFT.
AND LASTLY, MAKE SECURITY A PRIORITY IN YOUR MAIL CENTER.
BY DISPLAYING A STRONG INTEREST
IN PROTECTING YOUR COMPANY'S MAIL,
YOU'LL DISCOURAGE CRIMES FROM HAPPENING.
BY TAKING THESE SIMPLE STEPS WE DISCUSSED TODAY,
YOU CAN REDUCE LOSSES, INCREASE SECURITY,
AND AVOID LIABILITY TO YOUR ORGANIZATION.
NOW, REMEMBER, SECURITY IS EVERYONE'S CONCERN.