Who likes to start their day with an aw-shucks moment? No one I know, yet that is exactly what happened over at Twitter when a departing customer support employee hit the kill switch for the Twitter account of the President of the United States (POTUS) Donald Trump.With seemingly a mere click of the mouse and a few keyboard commands, the unidentified employee shut off the monolithic Twitter stream of POTUS, and, we assume, walked out the door.For 11 minutes, those looking for "realDonaldTrump" received a Twitter equivalent of a 404 page, "Sorry, that page doesn't exist! TwitterTwitter, was on the case, and as noted, the account was "off" for only 11 minutes.\u00a0TwitterGov\u00a0tweeted:\u00a0\u00a0Update: We have implemented safeguards to prevent this from happening again. We won\u2019t be able to share all details about our internal investigation or updates to our security measures, but we take this seriously and our teams are on it. https:\/\/t.co\/8EfEzHvB7p\u2014 Twitter Government (@TwitterGov) November 3, 2017The tweet asks us to trust they are doing the right thing, investigating, and though we won't be able to see their security measures, they will be appropriate and designed to not allow such an event from happening again.\u00a0Insider threat amplified to those in InfoSecWhile many cheered the silencing of the POTUS Twitter account, those looking at the event through the prism of information security and insider threats weren\u2019t smiling.Indeed, their minds raced to the multitude of actions that this insider on his\/her way out the door could have taken that may have caused a cascade of events to occur. The \u201cwhat ifs\u201d are innumerable \u2014 tweet a declaration of war, order a covert action, post inappropriate images, etc., etc., etc.\u00a0They were looking at the mirror and asking themselves, can this happen at my company?\u00a0Can you trust Twitter?There is indeed an implied trust within the social network engagement by all users. This episode at Twitter demonstrates how customer support employees \u2014 be it at Twitter, Facebook, LinkedIn or the like \u2014\u00a0have in their hands superuser access that can be misused\/abused to disrupt any account: yours, mine, your grandmothers, your favorite band, and, yes, even that of POTUS.The New York Times tells us \u201chow Twitter employees gathered in private Slack channels and used Twitter to send direct messages to one another to remark how insecure Mr. Trump\u2019s account had been.\u201d The NYT also wrote, \u201cHundreds of employees can access the accounts of so-called Very Important Tweeters and can take actions like disabling accounts.\u201d\u00a0Some Twitter accounts are more important than others? Apparently so.\u00a0Perhaps in response to the NYT, Jack over at Twitter joined in with assurances and took the opportunity to post \u201cClarifying the Twitter Rules\u201d \u2014 the timing of which seemed out of step. What he should have published for Twitter user's edification is the internal admonishment to the Twitter customer support team on their role as a trusted insider at the point of engagement with the user.\u00a0The power of trusted insidersSome of the most trusted roles within any enterprise are those who are involved with customer support. If an employee could turn off the stream of POTUS, whose stream is immune? Mine, yours?Think of the ramifications should competitors wish to disrupt the business cycles of each other? Let your imagination run through the possible scenarios. Competitor A suborns a Twitter customer service rep to turn off the Twitter stream of Competitor B right as the quarterly financial livestream is to begin, \u00a0or he asks them to insert a brand-damaging tweet into the stream \u2014 BOOM, Competitor B is in crisis management, not customer engagement.Or a nation state asks for the login credentials for the accounts of various heads of state and then uses those in one blitz, creating the appearance of a public dialog and causing innumerable cycles to be expended by those affected nations to unwind the damage.No, this Twitter employee's action wasn\u2019t about user behavior. This event demonstrated the need to have checks and balances in place to provide assurances that those in positions of trust can be trusted.Think about your own company. What can your insider do to damage your brand or trust with your users? Take this event, and internalize it before it happens to you.