Ignorant Experts: Computer and Network Security Support from Internet Service Providers

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.