If you are a smaller bank or credit union and are phished for the first time, you might consider the approach Everbank took in response to a phishing incident today.

The bank took the unusual step of sending an email to its customers warning them about the fraudulent email (click on the screenshot below for a closeup). They even included a copy of the phishing message at the bottom of the warning. The bank also posted a small red-outlined box on its homepage (see inset) with a link to the same email message.

Analysis
Although it may seem futile to send an email warning about a fake email, we think it’s a good idea if the phishing episodes are infrequent. The big targets such as Citibank or PayPal can’t do this, not with dozens of attacks every month; however, smaller companies should consider proactive email communications, but no more than a few times per year, otherwise customers won’t pay any attention.

Most users will realize the Everbank response is genuine, because it doesn’t ask for any customer information, especially when they compare it to the fake message at the bottom of the screen.

Yes, some customers will be even more confused. But hopefully their calls to customer service will provide you with a chance to put them at ease. There are costs associated with these anti-fraud efforts, but that’s part of the trust involved in being in the banking business.

—JB