How Can a Psychiatric Case
Ruin Your e-Business
A Synergy of Business and Medicine
Authors:
Milan Simic, frejzer@yahoo.com
Sonja Mrvaljevic, dzerejna@yahoo.com
Veljko Milutinovic, vm@etf.bg.ac.yu
1
Problem ...

What are the damages that a psycho case
can create to your e-business on the Internet?
• Absence from the work
• Lower productivity at the work
• Physical damages to the work
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Do you really think
that they can make no real harm?
Computer Security Institute (Poll of 2001):
 25% (of respondents) detected system penetration
from the outside.

27% detected denial of service attacks.

79% detected employee abuse of Internet access privileges
(e.g., downloading pornography or pirated software or
inappropriate use of e-mail).

85% detected computer viruses.

273 organizations (that were able to quantify their losses)
reported the total loss of $265,589,940.
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… A Solution




Prevent
Defend
Help these people
If you can not win
against them,
join them!
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If Still Skeptic, Read This:
The art of war teaches us to rely not on the likelihood of the
enemy’s not coming, but on our own readiness to receive
him; not on the chance of his not attacking, but rather on
the fact that we have made our position unassaible
Sun Zi, VI B.C.
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The Internet
• Internet traffic doubling every three or four months
• By 2004, the Internet use will grow to over 700M users
• The growth chart is of S-type
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Year 2000
Age
Male 52,7%
Female 47,3%
Education
H.S.graduated
Some collage
Bachelor’s degree
Post-graduated
18,8%
20,9%
25,1%
16,9%
0-17
18-24
25-34
35-44
45-54
55-65
65+
19,1%
11,3%
19,1%
23,0%
17,2%
6,7%
3,7%
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Online Disinhibition Effects
loosen up
You don’t know me
You can’t see me
Delayed reactions
feel
uninhibited
It’s all in my head
Interaction effect
express themselves
more openly
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*From Stanford University
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*From Stanford University
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*From Stanford University
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*From Stanford University
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Psychology



A scientific approach
to understanding
mind and behaviors
Investigate questions about
why we think and behave
the way we do
Develop a distinctive set
of valuable skills
– Observation,
– Critical analysis,
– Oral and written
communication.
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Mental Health and Mental Illness


Mental health is a state
of successful performance of
mental function,
fulfilling relationships
with other people,
and the ability to adapt,
to change,
and to cope with adversity.
Mental illness health
conditions that are
characterized by alterations in
thinking, mood, or behavior
(or some combination thereof)
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Measure of Damage
Measure of damage
employees
with psycho
problems
time
stealer
hackers
stupid but
hard working
clueless
newbies
behavior
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Clueless Newbies
Possible Interventions:
• user entering the environment
for the first time may be confused
about even the most basic aspects
of the site
• the most common problem is blocking
• the users of Internet speak different
language -Tower of Babylon problem
• clueless newbies usually don’t require
disciplinary action,
but rather a little help
• provide some kind of assistant
or help system
for your e-business
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How Should Behave
the Personal Assistant on Your Site?
Personalized
Take
Homes
Free
Association
Humble
Persona
Personal
assistant
Universal
Truisms
U.Positive
Regard
Reflection
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Personalized (1)
Make sure the program learns
the client's name and
addresses. A simple little
thing, but very important.
When spoken to by name,
the client will feel more
"known" and personally
connected to the
computerized shrink. In fact,
the more information the
computer recalls about the
person (age, occupation,
marital status, the names of
significant others, presenting
complaints, etc), the better.
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Humble Person (2)
The program's persona admits its
mistakes, doesn't take itself too
seriously, is humble, and can even
joke about its shortcomings. The
program freely acknowledges
that it is not human. . Maybe it
even wishes it could be human,
since humans are "wonderful
creations." Everyone loves a
wannabe-human machine like Star
Trek's Data.
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Unconditional Positive Regards (3)
The program always values
and respects the basic
human worth of the client, no
matter what the client says or
does. While certain behaviors
or traits of the person may be
unbeneficial, the person as a
whole is always GOOD!
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Reflection (4)
It should be able to read
between the lines. For
example, it should be able to
remember everything the
client has said about "my job"
and reflect those statements
back to the client. All the
program has to do is
remember, collate, and reflect
back
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Universal Truisms (5)
Having a much better
memory than any human,
the program can have a large
database of universal "truths"
about life - aphorisms,
sayings, stories. The trick is
having the program know
WHEN to intelligently present
a truism to a client.
Specific patterns in what the
client says must trigger the
presentation of the
appropriate truism.
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Supporting Technology


Software agents
Client side programming
•
•
•
•

JavaScript
DHTML
CSS
Java Applets
Server side programming
• JSP
• ASP
• PHP
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Employees with Psychiatric Problems
• This kind of persons are not easy
to recognize, because they usually
behave normal.
• 15,4% of all ill employees suffer from
some kind of mental illness
• They usually ask hard or unusual
questions
• They can make a huge damage
to the company
• The roots of their behavior stems from
the childhood, and it’s usually some
kind of trauma
Possible Interventions:
•There are two types of solutions:
technical and social.
•Technical issues:
-CCTV
-spy software
-hardware for movement control
•Social issues:
-observation
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Destruction of Company for Dummies
yes
Can you steel
your college’s
password ?
Free donuts
in the coffee
room!
no
yes
Can you make your
college go out without
switching off
computer?
no
yes Can you steel your
chief’s laptop?
no
yes
Can you send
a virus to your
company?
no
Get the hammer in your hands
and brake everything
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Time Stealer
• Time stealers have more of free time
than they need, and they spend it on
the Internet by asking unnecessary
questions.
• That’s the way they feel wanted and
noticed
• They have an antisocial character
• They ask for attention
Possible Interventions
• Try sending of POLITE e-mail
message
• Try to ignore them
• Mute them using technology
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Physical vs. Cyberspace Relationships (1)
text
Physical
Cyber
Relationships Relationships
yes
yes
hearing
yes
yes
seeing
yes
yes
touching
yes
no
smelling
and tasting
yes
no
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Physical vs. Cyberspace Relationships (2)



Advantages of Cyber Relationships
• the time-stretching
• distance-shortening
Advantages of Physical Relationships
• touch
• smell
• taste
• the complex integration of all the five senses
The best solution is to develop our relationships in-person
and in cyberspace, taking advantage of each realm
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E-mail Communication




E-mail communication creates a psychological space
in which pairs of people interact
It is the most important, most common,
and the most powerful method for communicating
Other ways progress to e-mail
as a way to deepen the communication
Asynchronous interaction and interactive time
can be shortened or stretched, as needed.
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The Life Cycle of a Mailing List
Every list seems
to go trough the same cycle:
• Initial enthusiasm
• Evangelism
• Growth
• Community
• Discomfort with
diversity
• Smug complacency
and stagnation
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Hacker
Possible Intervention
• Someone who illegitimately brakes into
the system in order to access restricted
privileges or databases
• Antisocial and abusive
• Psychoanalytic theory would predict
an underlying Oedipal striving
to challenge and prove oneself better
than the father
• What motivates the hacker?
•A sense of accomplishment,
mastery, and power
from doing what others can’t
• impressing other users
•The server can be programmed
to disconnect hackers
•You can make database
with IP address and names of hackers
You can share this information
with other site owners
•Pay attention on password defending
•The intervention may need to be done
as quick as possible
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The Top 10 Tips For Hackers

BIND weaknesses

Vulnerable CGI

RPC

RDS security hole

Sendmail buffer overflow

Sadmind and mountd

File, information sharing

User IDs

IMAP and POP buffer overflow

Default SNMP community strings
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Denial-of-Services Deconstruction
broadcaster
host
broadcaster
Client
host
broadcaster
These
machines
This
is the
machine
The
machines
(3-4)
running
thea hacker
code
from
which
host
are
under
thegenerates
attacker's
that
directly
coordinates
attacks
direct
the denial
of control.
service attack.
target
broadcaster
broadcaster
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Card Stealing-Hacker Attack!

In January 2000, CD Universe's server was hacked by an intruder
named Maxus, who tried to extort $100,000 after copying more than
300,000 customer credit card files. The hacker then posted 25,000 of
the files on the Internet (a site that has since been shut down) after the
company refused to pay blackmail. The case is under investigation.

In December 2000, a hacker stole 55,000 credit card numbers from
Creditcards.com, a company that serves small and midsize merchants.
The hacker published the information on the Internet after an
unsuccessful extortion attempt. At press time, the FBI was still
investigating the case.
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Credit Card Stealing - How They Do It?

Make Your Own Credit Card Online, anyone can download credit card
account generators.

Skimming Retail and restaurant employees typically use skimmers,
pocket-size battery-operated devices that cost $300 to $500, to steal
customers' credit card information.

Site Cloning (or Spoofing) With this tactic, the fraudsters clone an
entire site or just the pages from which you place your order.

False Merchant Sites These are usually porn sites set up solely for the
purpose of capturing personal data.

Triangulation A fraudulent merchant offers an item like a video camera
at a deeply discounted price.
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The 5 Top Ways To Protect Your E-Business

Ask for a card verification value, or CVV—the three-digit number above the
signature panel on the back of a credit card.

Ask customers only for information that is crucial to complete the transaction—
but always verify their billing addresses. And never store payment information in
a readable form on your own servers. Once the purchase is completed, delete
payment information or transfer it to an offline system.

Use transaction-risk scoring software to trace historical shopping patterns and
raise red flags for unusual shopping behavior. Some good bets are systems
from ClearCommerce, CrediView, CyberSource, Digital Courier
Technologies, HNC Software, and Mindwave Software.

Contact organizations like the Better Business Bureau Online, TRUSTe,
and WebTrust to make sure your site meets their security requirements.

Limit employee access to sensitive data and payment systems.
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Top 5 Ways To Protect Yourself

Make sure the site's security is bulletproof.

Use a separate credit card with a low limit exclusively for online
shopping.

Clean out your wallet.

Order a copy of your credit report to check for fraudulent activity.

If you fall victim to identity theft—or even if you're just paranoid—slap a
fraud alert on your file.
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Our Tribe
Developing of the
on-line community
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Online Groups and Communities

Groups ranging in size from a few people
to thousands and millions within a "community"

Issues to think about:
– leadership
– communication patterns
– group boundaries
– cohesion
– alliances
– sub groupings
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Making Cyber Community Work


Psychology
• Virtual community can confuse a new user
Technology
• Server administration
• Server side programming
• Web design
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Nine Design Principles for Community-Building
Amy Jo Kim









Define the PURPOSE of the community
Create distinct, member-extensible GATHERING PLACES
Create MEMBER PROFILES that evolve over time
Promote effective LEADERSHIP
Define a clear-yet-flexible CODE OF CONDUCT
Organize and promote CYCLIC EVENTS
Provide a RANGE OF ROLES that couple power w responsibility
Facilitate member-created SUB-GROUPS
Integrate the online environment with the REAL WORLD
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Purpose (1)

Audience
Who are the potential members?
What are their needs?
Are there sub-groups?

Mission
Is there a mission statement?
Are there "external" and "internal"
versions?

Visual Design
Does the design reinforce
the purpose?
Does it have a "brand personality"?

Back Story
Does the community have a back story?
How does it get communicated
among members?
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Gathering place (2)





Places
What are the gathering places?
Map
Is there an index/map that shows
an overview of the different social
spaces?
Building
Can members earn the ability to
customize and create their
environment?
Features
Can members earn access to more
powerful communications
features?
Gallery/Rankings Ladder
Are there places for members to
showcase their relevant talents?
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Member profiles (3)



Barriers to Entry
Are the benefits & requirements of
membership communicated up front?
How much info is collected when
becoming a member?
Can non-members get a flavor of the
environment?
Representation
Can members create & edit their own
profiles? Are members encouraged or
reminded to update their profiles?
History
Is there an explicit history of each
member’s participation within the
environment? Does the system update
the profile automatically with info about
the member's participation in the site?
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Leadership (4)

Hosting Program
Is there an official hosting/mentoring
program? Does it have levels?
Is it based on recruiting volunteers?
 UberHost
Is there an experienced person to guide
and manage and train new hosts?
Are they empowered to resolve
difficult situations?
 Hosting Manual
Is there a hosting manual?
Is enough flexibility built
into the rules to accommodate
different styles of hosting?
 Tech Support
Is it clear to members how to get
technical support, and what to expect?
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Code of conduct (5)


Constitution
Is there an explicit statement of
member rights and
responsibilities?
Amendments
Is there a process for evolving
and mutating this document?
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Cyclic Events (6)




Celebrations
Are there any regular
daily/weekly/monthly/seasonal/y
early events to celebrate?
Newsletter
Is there a newsletter to alert
members to upcoming events?
Surveys
Are there surveys (or other
means) that "reflect" the scale
and opinions of the community
back to itself?
Contests
Are there any contests that
reinforce the community's
purpose?
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Range of Roles (7)






Visitors
New Member
Regulars
Docents
Leaders
Owners
For each of these roles, answer the
following questions:
•Power
What powers does someone within this
role have within the environment?
•Access
What features and content do they have
access to?
•Actions
What actions can someone take within
this role?
•Representation
Is the person explicitly "tagged" with their
role?
•Status
How can members attain status within
their role?
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Sub-groups (8)



Publicity
Are members encouraged to
create subgroups?
Are the groups publicized within
the community?
Infrastructure
Do members have access to
features that can help set up and
run a subgroup?
Events
Can members set up, run, and
promote their own events and
contests?
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Integration with Real World (9)



Shared Events
Does the community promote
and celebrate holidays and
events that reinforce community
identity?
Personal Events
Are there ways to acknowledge
and celebrate important personal
events in members lives?
Meeting IRL
Are RL meetings facilitated and
encouraged? (when appropriate)
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On-line Education and Therapy
51
Real World Psychotherapy


Psychotherapy helps individuals
explore and resolve more
enduring and deeply felt sources
of conflict and dissatisfaction in
their lives, so that they will gain
confidence and inner wholeness
“Building an alliance of trust with
the therapist leads to a
reshaping of significant
emotional experiences, and
builds confidence and wholeness
in new and enduring
relationships. It provides the
presence of ‘personhood,’ not
just technique.”
Gary Hellman
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History
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Recipe for Good Therapist
Knowledge
Academic degree
Skill
Ability to listen deeply
Without judging
Training
Supervised Clinical
Residency
Character
Wisdom,empathy
Certification
Professional License
or Registration
Relationship with
you
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Communication Canals














real world meetings
video conferencing
phone sessions
one-on-one text chat
multimedia chat
one-on-one e-mail
message board group therapy
e-mail group therapy
chat group therapy
online support groups
online self-help tools
informational web sites
personal web sites, online journals
audio recordings and films
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Benefits of Online Therapy


The major benefit of online therapy is the opportunity
to reach people who are unable to visit psychotherapists
due to geographical, physical, or lifestyle limitations
Because of online disinhibition effect, computer-mediated
therapy also may be an important initial step in the
establishment of an in-person treatment.
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Problems of Online Therapy



The legal and political dilemmas of online clinical work
• If a therapist in Serbia is working with a client from Chile
in a chat room located on a server in France, where is
the therapy taking place?
Training and credentials
• Online therapist must have good knowledge in
communication and technology
Is it ethical to attempt psychotherapy in cyberspace?
• Valuable information - like physical appearance, body
language, and tone of voice - are missing
• The therapist also may not be able to verify the identity of
the client
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Some solutions



For gathering information about client:
• Video conferences
• Multimedia chat
• Sending audio and video recording through the Internet
For checking of therapist’s professional license:
• Distributed database of therapists
• Online validation through that database
For identity checking:
• Secure networks
• Using encryption
• User verification software
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How virtual therapy can earn
or save your money?



Why patient should pay for virtual therapy?
• The assistance of a professional can help you identify
your needs, enabling you to deal with them faster and
more reliably through specialized treatment techniques
• Paying systems provide some kind of checking and
security
If you are patient:
• Saving your time
• It’s chipper then real world therapy
If you are therapist:
• Saving in maintains
• Saving in space
• Saving in security costs
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Computer as a Therapist


Can computers do
psychotherapy all on their
own, with little or no
assistance from a human?
Will computers take
psychotherapy off
psychotherapist hands
completely?
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Advantages





Computers carry out certain tasks efficiently, precisely,
reliably, and fast.
With the necessary peripheral equipment, they are capable
of detecting changes in voice, body language,
heart rate, skin conductance and blood pressure.
Some people may feel MORE comfortable talking with a
computer.
Once developed and installed, a computer program will
probably work for the less than the average
psychotherapist.
Computer is more accessibly. If a computer program is
placed on the internet, anyone anywhere in the world can
set up an appointment at any time.
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Barriers




There are some things almost impossible for a machine to
do, like noticing sarcasm in someone's voice.
Computers can be programmed to look like they have
feelings, but how intuition can be simulate?
Computers are very limited in their ability to adapt to
changing or new psychotherapeutic situations.
Cost for developing of a very sophisticated computerized
therapist can be too large.
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What a Computer Can Do?




They can do very well at structured intake interviews,
administering and scoring quantitative psychological tests,
memorizing results, and calculating diagnostic protocols
Using multimedia stimuli, Q&A interaction with the client,
and perhaps even a biofeedback interface, the computer
could guide the client, step by step, through almost any
conceivable relaxation program.
Computers can help clients develop new skills for
managing their cognitions, emotions, and interpersonal
behaviors
Using a Q&A format, a fairly simple computer program
could guide a person through a series of writing
experiences adapted specifically for him or her
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Study Case
Find-a-Therapist.com
64
Introduction (1)


Find a Therapist, Inc. is Web based provider of services for
mental health professionals and their clients
http://www.find-a-therapist.com/
This is a big international network of Therapists,
Psychologists, Psychiatrists, Social Workers, Marriage and
Family Therapists, Counselors
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Introduction (2)

This site have a part for consumers and a part for therapists
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For Consumer




Offers therapist profiles to allow you to choose the
therapist you feel is right to address your concerns.
Offers the convenience of consulting a therapist at the time
and place most convenient for you
Private online chat, phone or email sessions are available
At least,traditional "face to face" counseling may be
choice of consumer
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For Therapist



Offers opportunity to become part of the team
Offers opportunity to register himself or herself
to the database of therapists
Offer the convenient, cost effective,continuing
education courses for mental health professionals.
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Study Case
Eliza
69
Introduction of Eliza (1)



In the 1960s, researchers at MIT pioneered the development
of an interactive psychotherapy program.
Weizenbaum (1976) tried to write a programme to
understand natural language.
This early and unsuccessful attempt to simulate language
and therapy resulted in Eliza
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Introduction to Eliza (2)



In response to the user's questions and statements, Eliza
applies basic counseling techniques such as reflection,
focusing, clarification, and open-ended inquiry.
There are various versions of Eliza, some more
sophisticated than others and every year there is a
competition to find the best.
Some of them can be found on web address:
http://www.planetary.net/robots/eliza.html
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Eliza in Action
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Eliza done wrong again!


Eliza often made mistakes
That’s why the MIT researchers didn't intend it as serious
psychotherapy, but rather as an experiment in artificial
intelligence.
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Study Case
Native Mind:
Self-help System
74
Introduction to Native Mind



Native Mind Self-Help Systems began in 1996 as the
Internet's first interactive self-help program
http://selfhelpsystem.com/
This site provides four systems (A, B, C, D) for self-help.
You have opportunity to write what troubles you and to
review the feelings that you've associated with this issue
Or to see what other people write down
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Passing Through the System (1)
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Passing through System (2)
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Passing through System (3)
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Passing through System (4)
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Study Case
Virtual Realty
And
Psychotherapy
80
Virtual Reality




A Virtual Environment (VE) can be defined as interactive,
virtual image display enhanced by special processing and
by non-visual display modalities, such as auditory , to
convince users that they are immersed in a synthetic
space.
VR is an application that lets users navigate and interact
with a three-dimensional, computer-generated environment
in real time.
According to different authors the essence of VR is the
inclusive relationship between the participant and the
virtual environment
VR provides a new methodology for interacting with
information.
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Needed Equipment
Computer
Special
helmet
Special
glove
Page Number 82/87
Exposure Therapy



Exposure therapy involves exposing the subject to anxiety
producing stimuli while allowing the anxiety to attenuate.
These stimuli are generated through a variety of modalities
including imaginal (subject generates stimulus via
imagination) and in vivo (subject is exposed to real
situations).
For example, if the patient is afraid of heights, therapy
sessions might begin by looking through a third floor
window with the therapist present.
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Problems with Exposure Therapy
Exposure therapy is:
• expensive
• logistically difficult to arrange
• presents significant problems
of patient confidentiality and
potential embarrassment.
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Virtual Reality Exposure



A team of therapists and computer scientists led by
Drs. Hodges and Rothbaum conducted the first controlled
study of virtual reality exposure therapy in the treatment of
a psychological disorder
Virtual Reality Exposure Therapy is be very effective in
reducing acrophobic subjects anxiety and avoidance of
heights, and in improving attitudes toward heights.
Current work by Hodges and Rothbaum includes designing
a virtual reality airplane and conducting preliminary studies
on the use of virtual reality exposure in the treatment of fear
of flying
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Example
This is a VR simulation used for the patient afraid of height:
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Advantages of VRE
Virtual Reality Exposure is:

Patient acceptance

Effective therapy
• Virtual environments have the added advantage of giving
the therapist greater control over multiple stimulus
parameters as well as the ability to isolate the particular
parameters that are most essential in generating the
phobic response

Cost effective
• Many stimuli for exposure are difficult to arrange or
control. The ability to conduct exposures of virtual
airplanes for flying phobic without leaving the therapists
office would make better treatment available to more
sufferers at a lower cost.
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