Archives for posts with tag: shaming

(Clicking on the image above will take you to Amazon where a tiny percentage goes to help fund my book buying habit.)

“We have always had some influence over the justice system but for the first time in 180 years, since the stocks and the pillory were outlawed we have the power to determine the severity of some punishments and so we have to think about what level of mercilessness we feel comfortable with.”

So You’ve Been Publicly Shamed by Jon Ronson shines a, sometimes unwelcome, light on the unforgiving nature of Internet shaming. Ronson convincingly argues that almost 200 years ago we abandoned shaming as a form of punishment, not due a lack of effectiveness with rise of the larger towns and cities, but because it was seen as overly cruel.

Ronson has extraordinary access to those who lives have been ruined because of a bad out of context joke, calling out someone for perceived sexist comments, for making perceived sexist comments, and for being too irreverent in a selfie at a national memorial. The author also cleverly focuses on those less worthy of pity; the successful author who gets found out for making up quotes, and exposes our own attitudes to shaming. And then there are those who seem to have beaten the shame cycle; the UK publicist who went to war with the tabloid press, and the small town where almost a hundred of its citizenry where reveled to be visiting a local prostitute.

As well as telling the story of the various victims of the modern age of public shaming, Ronson also tells us of his own journey and grappling with his own role in the shaming of others and of being of control of his internet persona. This does not hang together quite as well as the rest of the book. I have a hard time, for instance, that such a talented researcher cannot look back through their own Twitter history to see who they have previously shamed. However, this is minor quibble and a brave personal exploration and opening up about personal shame.

The book does end on a relatively positive note due to the miracles of Search Engine Optimization (SEO), however the real point of the book is for the reader to examine how they feel about this return of public shaming. Even for those whom it is hard to defend; the hunters seeking big game trophies, the Vet taking pleasure in shooting a cat with a bow and arrow, and the plagiarizing author, to name but a few – do they really deserve this level of life altering destruction?

For those who answer yes, this book is for you. “So You’ve Been Publicly Shamed” is, if nothing else, a testament to how much of a double edged sword internet shame can be, how cruel and destructive it is, and how uncomfortable we should all be with it. The Internet shows us at our best and worst as a culture – it is we who have to change.

Note: I have refrained from using the names of any of the subjects, or related people, in this post so as not to add to add to the problem.

Advertisements

By Mike Falconer

In the very short history of live streaming with mobile devices through apps such as Periscope, and perhaps more importantly Facebook due to its ubiquity, there have been number of notable firsts. Some have been amazing, some have been funny, and lots have been horrific.

The shooting death during a traffic stop of Philando Castile by a Police Officer, quite apart from being an awful tragedy which is still under investigation, had its immediate aftermath streamed live over Facebook as you have undoubtably heard if not indeed actually seen.

The debate, the police response, and I am sure the entire investigation, surrounding this shooting has been framed by one of the witnessing participants and their actions. Not that fact that a video exists but that a video exists and a significant portion of the population of the country, if not the world, will have seen and even taken part in the immediate aftermath.

There may actually be a lot of good that comes from the instant live streaming of events, even when bad things happen; however, we live in a pretty unforgiving world. And so it was the Philando Castile shooting that started me thinking about the wider implications not just for race relations and policing, but for how people will deal with difficult, or even impossible situations, and how that will impact those on the other end of those situations.

Social media, and its close cousin the online review, has created a culture that embraces the shaming of mistakes and, for the most part, rejects the idea of context. All to often these tools are used as instruments of revenge rather than as a tool to achieve resolution or inform other consumers. We don’t put people in stocks in the town square any more, but we do ruin their lives for a bad joke in ill taste or a photograph that seems to mock our most cherished beliefs. As Jon Ronson writes in his excellent – So You’ve Been Publicly Shamed – “We have always had some influence over the justice system but for the first time in 180 years, since the stocks and the pillory were outlawed we have the power to determine the severity of some punishments and so we have to think about what level of mercilessness we feel comfortable with.”

In business, we may yet yearn for the days when an unhappy client meant a vitriolic Yelp post at 2AM. All businesses prefer, or at least they should, clients to complain when they are unhappy for whatever reason. A complaint from a client is an opportunity to salvage a situation and gain a more loyal client at the end of it. However, when the complaint itself becomes an instrument of revenge and shaming how should, or indeed how can, businesses respond?

The nightmare scenario could take many forms, however in the veterinary world it could take the form of difficult conversation about quality of life, cost of treatment, and accusations of medical error live streaming across the Internet, with the client’s social circle providing encouragement and additional fuel to the fire. Add to that nightmare scenario that most people are nervous when on camera and that as a business you have little chance to respond due to social circles being closed and content being shared far and wide. Imagine your worst experience in an exam room and then add 10s, 100s, maybe even 1,000s of additional participants not as a moment on what happened, but actively participating.

In this situation, it will not be about customer service and it will not be about a complaint. It will be about damage control. This will be about the power of one person to control their environment, and those around them, by leveraging their social circle and social reach. This will no longer be a conversation with a client, it will become responding to a leader of an angry mob.

With power comes great responsibility, but also the potential for great irresponsibility.

As people who deal with the public at stressful times we all need to be comfortable with the fact that live streaming is here and what it could mean for all interactions. The time to be thinking about this is not as the person across from you says “by the way I’m streaming this on Facebook.”

I do not have great insights into how to deal with these situations other than the same insights as to how to deal with online reviews. Deal with them the same way as if the camera was not there. Easier said than done I know. Try and address your clients concerns, be accommodating, and try and deliver excellent customer service. Be the reasonable one – be the professional. It may mean that we all need to be comfortable on camera – how we sound, how we talk, and what to say and not to say.

Live streaming has huge potential and has already affected the world and how we view events. However, it’s greatest impact may be at the personal level and end, or a new appreciation for, personal privacy. Banning technology rarely works. Adapting and being prepared, however, is far better option that sticking ones head in the sand. Facebook will still see the rest of you if you do anyway.

%d bloggers like this: