Such trivial occupations are one use for these new, powerful tools. However, they also of the have much greater potential to unbalance the outdated status quo, redress chronic social injustices & facilitate their replacement with a new social reality.
Certainly, the repackaging of traditional catalysts of social change : eg education, faith groups, social projects, government have beenrendered oimpotent as everybody is distracted by nonsensical constructs such as customer service quality & profit generation. All these do is turn everything we do as a country into some kind of huge, ongoing customer "service journey" which certainly has provided no benefit whatsoever to the accomplishment of any of the core aims of most of the social institutions that exist to carry them out.
This layer in society of healthcare, education, government, charity, etc produces education for ordinary people in how to be "proper", perhaps "useful", but definitely compliant, "citizens."
Controlled by the middle classes on behalf of the ruling classes, these institutions effectively dictate our daily lives.
The obvious outcome of this arrangement is that class interests are upheld as those with above average skills & strong social conditioning from all the same old-boy/girl networks & the same education institutions, religious teachings, cultural beliefs, etc work together to protect the order of things from which they come and to which they shall commend their future offspring.
Presently, the young generation see themselves as masters of their own destinies because they think they can post whatever they feel like on social media sites. While this is mostly harmless fun, there's an element of threat that some of us regularly encounter which implies that as professionals we can be bypassed.
As a result, professional reputations can be attacked, and problems are addressed by customers to the "management" layer of social institutions.
Some might observe that middle managers are generally the dullest intellects in any old organisation. Still answerable to their "betters" as in days of old, but now much more confused about the relative importance of customer experience versus what the organisation actually does, such frightened morons often cave in to the unreasonable demands of the "customers" who shout loudest, in the largest numbers.
The resulting gestapo tactics often employed by institutional managers, calculated specifically to unbalance & terrorise professionals into submission are often unintelligible & unreasonable. It's my understanding that in common practice, these draconian procedures are rarely applied correctly by even those using them, whose only job is to understand these complex & cosmetic procedures.
When they are applied, these measures are employed in the name of arriving at the truth & justice for all concerned. However, in practice, several reports suggest they're simply used to beat down the employee concerned into resigning.
Customer complains->super manager unleashes all resources to show action & quickly eradicate individual resistance->employee is shamed or harassed into speedy resignation->customer group is placated (until next time)->if the employee with the ruined career objects to their treatment, they can pursue their oppressors through the courts as long as they can find adequate, time, expertise & money to do so.
This is new customer service world order. Of course, students are too green to understand any of this process. Their naive delusions of power damage themselves the most, but self fulfillingly they'll never know anything, only that "we don't see that guy we complained about anymore. Wonder what happened to him?"
From a basic service design point of you, all control by the effective, working professionals is abdicated to ill informed customers, who were never supposed to be customers at all of their teachers, doctors, dentists, psychiatrists, etc. Their job isn't to evaluate their customer experience, but to completely cooperate with its effective co-production.
The #tgltag call now is to educate the masses in effective resistance against these corrosive influences on our society & our real world communities. In these actions, gonzo & the principle of the socialmedia Outlaw will come to the forefront of our resistance.
Let's get some comments from you on all this?
1 comment:
Wow Charles, all I can say is "with great power comes great responsibility". I'm sure the powers that be will not wish to change their roles or playbook which has worked so well for so long without a bit of a push back.
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