INSUBCONTINENT EXCLUSIVE:
A true apology consists of a sincere acknowledgement of wrong-doing, a show of empathic remorse for why you wronged and the harm it caused,
and a promise of restitution by improving ones actions to make things right
Without the follow-through, saying sorry isn&t an apology, it a hollow ploy for forgiveness.
That the kind of &sorry& we&re getting from
tech giants — an attempt to quell bad PR and placate the afflicted, often without the systemic change necessary to prevent repeated
Sometimes it delivered in a blog post
Sometimes it in an executive apology tour of media interviews
But rarely is it in the form of change to the underlying structures of a business that caused the issue.
Intractable Revenue
Unfortunately,
tech company business models often conflict with the way we wish they would act
We want more privacy but they thrive on targeting and personalization data
We want control of our attention but they subsist on stealing as much of it as possible with distraction while showing us ads
We want safe, ethically built devices that don&t spy on us but they make their margins by manufacturing them wherever cheap with
questionable standards of labor and oversight
We want groundbreaking technologies to be responsibly applied, but juicy government contracts and the allure of China enormous population
And we want to stick to what we need and what best for us, but they monetize our craving for the latest status symbol or content through
planned obsolescence and locking us into their platforms.
The result is that even if their leaders earnestly wanted to impart meaningful
change to provide restitution for their wrongs, their hands are tied by entrenched business models and the short-term focus of the quarterly
They apologize and go right back to problematic behavior
The Washington Post recently chronicled a dozen times Facebook CEO Mark Zuckerberg has apologized, yet the social network keeps experiencing
Tech giantswon&t improve enough on their own.
Addiction To Utility
The threat of us abandoning ship should theoretically hold the captains
But tech giants have evolved into fundamental utilities that many have a hard time imagining living without
How would you connect with friends Find what you needed Get work done Spend your time What hardware or software would you cuddle up with in
the moments you feel lonely We live our lives through tech, have become addicted to its utility, and fear the withdrawal.
If there were
principled alternatives to switch to, perhaps we could hold the giants accountable
But the scalability, network effects, and aggregation of supply by distributors has led to near monopolies in these core utilities
The second-place solution is often distant
What the next best social network that serves as an identity and login platform that isn&t owned by Facebook The next best premium mobile
and PC maker behind Apple The next best mobile operating system for the developing world beyond Google Android The next best ecommerce hub
that not Amazon The next best search engine Photo feed Web hosting service Global chat appSpreadsheet
Facebook is still growing in the US
Canada despite the backlash, proving that tech users aren&t voting with their feet
And if not for a calculation methodology change, it would have added 1 million users in Europe this quarter too.
One of the few tech
backlashes that led to real flight was #DeleteUber
Workplace discrimination, shady business protocols, exploitative pricing and more combined to spur the movement to ditch the ridehailing app
But what was different here is that US Uber users did have a principled alternative to switch to without much hassle: Lyft
The result was that &Lyft benefitted tremendously from Uber troubles in 2018& eMarketer forecasting directorShelleen Shum told the USA Today
Uber missed eMarketer projections while Lyft exceeded them, narrowing the gap between the car services
And meanwhile, Uber CEO stepped down as it tried to overhaul its internal policies.
This is why we need regulation that promotes competition
by preventing massive mergers and giving users the right to interoperable data portability so they can easily switch away from companies
that treat them poorly
But in the absence of viable alternatives to the giants, leaving these mainstays is inconvenient
After all, they&re the ones that made us practically allergic to friction
Even after massive scandals, data breaches, toxic cultures, and unfair practices, we largely stick with them to avoid the uncertainty of
Even Facebook added 1 million monthly users in the US and Canada last quarter despite seemingly every possible source of unrest
Tech users are not voting with their feet
We&ve proven we can harbor ill will towards the giants while begrudgingly buying and using their products
Our leverage to improve their behavior is vastly weakened by our loyalty.
Inadequate Oversight
Regulators have failed to adequately step up
This year congressional hearings about Facebook and social media often devolved into inane and uninformed questioning like how does Facebook
earn money if its doesn&t charge &Senator, we run ads& Facebook CEO Mark Zuckerberg said with a smirk
Other times, politicians were so intent on scoring partisan points by grandstanding or advancing conspiracy theories about bias that they
were unable to make any real progress
A recent survey commissioned by Axios found that &In the past year, there has been a 15-point spike in the number of people who fear the
federal government won&t do enough to regulate big tech companies — with 55% now sharing this concern.&
Regulation could protect
Facebook, not punish it
When regulators do step in, their attempts can backfire
GDPR was supposed to help tamp down on the dominance of Google and Facebook by limiting how they could collect user data and making them
But the high cost of compliance simply hindered smaller players or drove them out of the market while the giants had ample cash to spend on
jumping through government hoops
Google actually gained ad tech market share and Facebook saw the littlest loss while smaller ad tech firms lost 20 or 30 percent of their
business.
Europe GDPR privacy regulations backfired, reinforcing Google and Facebook dominance
Chart via Ghostery, Cliqz, and WhoTracksMe.
Even the Honest Ads act, which was designed to bring political campaign transparency to internet
platforms following election interference in 2016, has yet to be passed even despite support from Facebook and Twitter
There hasn&t been meaningful discussion of blocking social networks from acquiring their competitors in the future, let alone actually
breaking Instagram and WhatsApp off of Facebook
that just forcibly seized documents related to Facebook machinations surrounding the Cambridge Analytica debacle provide some indication of
But clumsy regulation could deepen the moats of the incumbents, and prevent disruptors from gaining a foothold
We can&t depend on regulators to sufficiently protect us from tech giants right now.
Our Hope On The Inside
The best bet for change will
come from the rank and file of these monolithic companies
With the war for talent raging, rock star employees able to have huge impact on products, and compensation costs to keep them around rising,
tech giants are vulnerable to the opinions of their own staff
It simply too expensive and disjointing to have to recruit new high-skilled workers to replace those that flee.
Google declined to renew a
contract with the government after 4000 employees petitioned and a few resigned over Project Maven artificial intelligence being used to
target lethal drone strikes.Change can even flow across company lines
Many tech giants including Facebook and Airbnb have removed their forced arbitration rules for harassment disputes after Google did the same
in response to 20,000 of its employees walking out in protest.
Thousands of Google employees protested the company handling of sexual
harassment and misconduct allegations on Nov
1.
Facebook is desperately pushing an internal communications campaign to reassure staffers it improving in the wake of damning press
reports from the New York Times and others
TechCrunch published an internal memo from Facebook outgoing VP of communications Elliot Schrage in which he took the blame for recent
issues, encouraged employees to avoid finger-pointing, and COO Sheryl Sandberg tried to reassure employees that &I know this has been a
distraction at a time when you&re all working hard to close out the year — and I am sorry.& These internal apologizes could come with much
more contrition and real change than those paraded for the public.
And so after years of us relying on these tech workers to build the
product we use every day, we must now rely that will save us from them
It a weighty responsibility to move their talents where the impact is positive, or commit to standing up against the business imperatives of
We as the public and media must in turn celebrate when they do what right for society, even when it reduces value for shareholders
If apps abuse us or unduly rob us of our attention, we need to stay off of them.
And we must accept that shaping the future for the
collective good may be inconvenient for the individual
There an oppprtunity here not just to complain or wish, but to build a social movement that holds tech giants accountable for delivering the
change they&ve promised over and over.
For more on this topic:
Internal Facebook memo sees outgoing VP of comms Schrage take blame for
hiring Definers
The real threat to Facebook is the Kool-Aid turning sour
Google walkout organizers aren&t satisfied with CEO
response
Facebook and the endless string of worst-case scenarios
