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Matter of Convenience Theft and Loss Keeping People Safe
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Table 10-4 Tailgating Narratives Identified During the Project
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common among interviews In other words, narratives were connected when they would appear in the same interviews As these connections were made, the narratives were then grouped into metanarratives that defined an overall rationalization around tailgating practices These metanarratives included the following: Tailgating Is Understandable Tailgating Must be Prevented Tailgating Is Hard to Prevent
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Measuring People, Organizations, and Culture
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Tailgating Is Understandable
1 Culture of Trust 2 Avoiding Confrontation 3 Matter of Convenience 4 Theft and Loss 5 Keeping People Safe 6 Hackers 7 Prohibitive Costs 8 Lack of Compatibility 9 Location and Geography Tailgating Must be Prevented
5 4 9
Tailgating Is Hard to Prevent
Figure 10-3
Narrative network analysis of tailgating practices
Finally, the relationships among the stories, the metanarratives, and the interview data were rendered visually through a network analysis map, as shown in Figure 10-3 The larger circles represent metanarratives, the smaller circles are the specific narratives identified in the data, and the connecting lines represent the relationships between the narratives as described by the participants in the data collection
Project Conclusions Regarding Tailgating Practices
The narrative networks in place within the organization showed three distinctive storylines about tailgating that were more or less at odds with one another While the security teams strongly believed that tailgating had to be prevented, a storyline that
IT Security Metrics
compelled management to devote significant resources to posting signs and conducting training and awareness campaigns, the alternative story of resources and limited budgets preventing the installation of more effective preventative measures directly contradicted how important a problem tailgating actually was The problem was serious enough to command some attention, but not serious enough to overcome the budget priorities that placed other problems higher on the list While many connections existed between the must be prevented and hard to prevent narratives, there was little or no connection between these and the stories of why tailgating was a common practice The company encouraged trust and community but struggled with the negative effects of employees who therefore did not naturally suspect ill intentions of anyone on the campus Even the physical geography of the campus played a role in encouraging tailgating in one instance, in which the cafeteria entrance directly faced an unguarded side entrance to another campus building The result was pervasive tailgating as people carrying lunch trays found assistance in the form of helpful employees who would hold the door open for multiple people at a time To reiterate an earlier point, narrative and other qualitative forms of analysis do not offer statistical certainty, much less truth, about an issue But they can help you reduce the uncertainty present in complex problem environments Key findings that emerged from the physical security ethnography project, partly as a result of the narrative analysis of tailgating practices, included these: Physical security often meant very different things in practice to the members of the two security teams Corporate security practices revolved around protecting lives and property, while IT security practices prioritized information assets In both cases, each team tended to view the other as the simpler and more easily accomplished responsibility Exposure to one another s practices showed both teams the complexities of their operations and the impacts that their respective domains had upon each group s mission Security managers on both sides (facilities and IT) expressed significant frustration at why problems such as tailgating continued despite the perception of significant efforts being undertaken to address the challenges The project shed light not only on how the priorities and practices of everyday employees were the result of larger environmental issues, but also on the ways that the security teams practices and priorities were heavily influenced by complex organizational dynamics such as budgets and regulatory compliance As with other such efforts to ask broad questions about an environment, the physical security ethnography project led to a number of ideas regarding other projects and measurement efforts Many of these proposed follow-on projects were more targeted and quantitative in nature, designed to test and assess the general findings and insights that emerged from the qualitative measurement work
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