To those of us who work in the MarComm field – or in business generally – it may seem odd how so many people can get suckered into opening e-mails that contain malware or otherwise wreak havoc with their devices.
But as it turns out, the phishing masters have become quite adept at crafting e-mail subject lines and content that successfully ensnare even the most alert recipients.
In fact, the phishers actually exploit our concerns about security by sending e-communications that play off of those very fears.
To study this effect, cybersecurity firm KnowBe4 conducted an analysis of the most clicked-on phishing subject lines of 2018. Its evaluation was two-pronged – charting actual phishing e-mails received by KnowBe4 clients and reported by their IT departments as suspicious, as well as conducting simulated phishing tests to monitor recipient behavior.
What KnowBe4 found was that the most effective phishing e-mail subject lines generally fall into five topic categories:
- IT department
- Company policies
More specifically, the ten most clicked-on subject lines during 2018, in order of rank, were these:
- #1. Password Check Required Immediately / Change of Password Required Immediately
- #2. Your Order with Amazon.com / Your Amazon Order Receipt
- #3. Announcement: Change in Holiday Schedule
- #4. Happy Holidays! Have a drink on us
- #5. Problem with Bank Account
- #6. De-activation of [recipient’s e-mail address] in Process
- #7. Wire Department
- #8. Revised Vacation & Sick Time Policy
- #9. Last reminder: please respond immediately
- #10. UPS Label Delivery 1ZBE312TNY00015011
Notice that nearly all of them pertain to topics that seem important, timely and needing the attention of the recipient.
Here are the Top Ten, ranked in order of their usage:
- #1. Apple: You recently requested a password reset for your Apple ID
- #2. Employee Satisfaction Survey
- #3. Sharepoint: You Have Received 2 New Fax Messages
- #4. Your Support Ticket is Closing
- #5. Docusign: You’ve received a Document for Signature
- #6. ZipRecruiter: ZipRecruiter Account Suspended
- #7. IT System Support
- #8. Amazon: Your Order Summary
- #9. Office 365: Suspicious Activity Report
- #10. Squarespace: Account billing failure
Commenting on the results that were uncovered by the evaluation, Perry Carpenter, a strategy officer at KnowBe4 had this to say:
“Clicking [on] an e-mail is as much about human psychology as it is about accomplishing a task. The fact that we saw ‘password’ subject lines clicked … shows us that users are concerned about security. Likewise, users clicked on messages about company policies and deliveries … showing a general curiosity about issues that matter to them.”
Carpenter went on to note that KnowBe4’s findings should help corporate IT departments understand “how recipients think” before they click on phishing e-mails and the links within them.
How about you? Are there other e-mail subject lines beyond the ones listed above that you’ve encountered in your daily activities and that raise your suspicions? Please share your examples in the comment section below.