Examples of Everyday Digital Oppression

Digital tech is increasingly being designed and used to shift the expenditure of labour from the top downwards, and from the centre to the periphery. Tim Unwin, OEB23 speaker, shares key examples of this here and in his original blog which you can find here. There are many examples of this tendency, but the following currently seem to be most problematic:

• The (ab)use of e-mails, especially when disseminated by the centre to groups of people.  It is easy to send e-mails from the centre to many people at the periphery or down the hierarchy, but the total burden of time and effort for all the recipients can be enormous. This is particularly with respect to copy correspondence, which adds considerably to the burden (see my e-mail reflections written in 2010 but still valid!).  It is increasingly difficult for many people to do any constructive work, because they are inundated with e-mails. 
• Extending the working day through access to and use of digital tech.  The above observation is just one example of the general principle that digital tech has been used very widely to extend the working day, without paying staff for this increase.  The idea that e-mails can be answered at home after “work”, or  personal training done in “spare time”, are but two ways through which this additional expropriation of surplus value is achieved.
• Companies requiring users to complete online forms and upload information.  This widespread practice is one of the most common ways through which companies reduce their own labour costs and increase the burden on those for whom they are intended to be providing services.  Creating online accounts, logging on with passwords, and then filling in online forms has become increasingly onerous for users, especially when the forms and systems are problematic or don’t have options for what the consumer wants to enquire about.  Such systems also take little consideration of the needs of people with disabilities or ageing with dementia who often have very great difficulty in interacting with the technology.
• Users having to download information, rather than receiving it automatically at their convenience.  Centres, be they companies or organisations, now almost universally require users to log on to their systems and go through complex, time-consuming protocols to gain access to the information that centres wish to disseminate (banks, financial organisations, and utility companies are notorious for this).  In the past, such material was delivered to users’ letter boxes and could simply be accessed by opening an envelope. Again, this is to the benefit of the centres rather than the users.
• Useless Chatbots, FAQs, online Help options and voice options on phone calls.  Numerous organisations require consumers/users to go through digital systems that are quite simply not fit for purpose and often take a very considerable amount of users’ time (and indeed costs of connectivity).  While some systems do provide basic information reasonably well, the majority do not, and require users to spend ages trying to find out relevant information.  Many organisations also now make it very difficult for users to find alternative ways of communicating with them, such as by telephone.  Even when one can get through to a telephone number and negotiate the lengthy and confusing numerical or voice recognition options, it frequently takes an extremely long time (often well over 30 minutes, or a 16^th of the working day) before it is possible to speak with someone.  Sadly, human responders once contacted are also often poorly trained and frequently cannot give accurate answers.
• Having to use yet another digital system chosen by centres and leaders to exploit you in their own interests. There are now so many different online cloud systems for communicating with each other at work (or play), such as Microsoft’s Teams, Google’s Workspace, Slack, Trello, Asana, and Basecamp (to name but a few).  None of us can expect to be adept at using all of them.  However, leaders of organisations and teams generally impose their own preferred software solution (or those ordained by their organisation) on members.  Rarely are they willing to change their own preferences to suit those of other team members. Hence, this reinforces power relationships and those lower down the food chain are forced to comply with solutions that may well not suit them.
• Filling in forms online that are badly designed, crash on you, and often don’t have a save function for partially completed material. I am finding this to be an increasingly common and very frustrating form of hidden abuse.  The number of times I have had to fill in forms online that take far longer than just writing a document or sending an e-mail is becoming ever greater.  This is particularly galling when the software freezes or the save function does not work, and everything gets lost, forcing me to start all over again.  The hours I have lost in this way (particularly in completing documents for UN agencies) are innumerable.
• Time wasted in having to scroll through quantities of inane social media to find a message that someone has sent you and is complaining that you have not yet responded to it.  The answer to this is simply not to use social media, and especially groups (see my practices), or to “unfriend” people who do this, but increasingly this is yet another means through which centres seek to control and exploit those at the peripheries or lower down the work hierarchy.
• Centres simply failing to respond to digital correspondence, especially with complaints, and forcing users to keep chasing them online. I have lost count of the number of times I have had to fill in an online form, usually about something I have been asked to do by a company or agency, or concerning an appointment or complaint, only for them never to reply.  This forces me to waste yet further time trying to contact them about why they haven’t responded!

What’s to be done?

There are numerous ways through which we can challenge the increasingly dominant hegemony of the digital tech sector in human society at both an individual and an institutional level.  I concentrate here on suggestions for individual actions that can help us regain our humanity, leaving the discussion of the important regulatory transformations that are essential at a structural level for a future post.  After all, it is only as individuals in our daily actions that we can ever regain any real power over the structures that oppress our “selves”.  Any actions that can help change the underlying structures and practices giving rise to the oppressions exemplified at the start of this post are of value, and they will vary according to our individual space-time conjuctures.  I offer the following as an initial step to what might be termed a revolutionary practice of digital freedom:

• Create multiple identities for ourselves.  As individuals we are much more complex than the uniformity that digital systems wish to impose on us.  We are so much more than a single digital identity.  Hence, we must do all we can to create multiple identities for ourselves as individuals, and resist in every way possible attempts to control and surveil us through the imposition of such things as single digital identities.
• We must resist being forced to use specific digital technologies.  We should always refuse to use digital tech when we can do something perfectly well without it.  We must likewise very strongly resist attempts by companies, governments and organisations to force us to use a single piece of tech (hardware or software) to do something, and always demand that they provide a solution through our individually preferred technologies.  At a banal level, for example, if you are happy with using Zoom and Apple’s Keynote, Mail, Numbers and Pages, you should never be forced by anyone to use Microsoft Teams or Google Workspace.  If people or organisations are not willing to adapt to your individual needs they are probably not worth working with (or for) anyway.  Many societies now require restaurants to provide details of all possible food preferences and allergies, so why should we accept being oppressed by digital tech companies who only wish us to conform to one uniform system?
• We should never accept poor quality digital systems.  If you cannot do something you want to through an organisation’s digital systems, then it is always worth complaining about it.  Writing a letter of complaint, copied widely to relevant ombudsmen, is not only quicker than trying to use poor quality tech systems, but numerous complaints can cumulatively help to change organisations.
• We must always challenge scientism, and emphasise the importance of the humanities in answering the questions that scientists cannot answer.  Our particular structure of science primarily serves the interests of scientists, who work in very particular ways.  This model of science is overwhelming dominant in the way in which digital tech is created.  Although scientists can produce impressive results, they are not the guardians of all knowledge, and they are by no means always right.  Almost every theory that has ever been constructed, for example, has at some later time been disproved.  We must therefore resist all efforts to make science (or STEM subjects) dominant in our education systems.  We must cherish the arts and humanities as being just as valuable for the future health of the societies of which we are parts.
• We should identify and challenge the interests underlying a particular digital development.  All too often innovations in digital tech are seen as being inevitable and natural.  This is quite simply not the case.  All developments of new technology serve particular interests, almost always of the rich and powerful.  To create a fairer and more equal society this must change.  The scientists who have developed generative AI, for example, are completely responsible for its implications, and it is ridiculous that they should now be saying that it has gone too far and should somehow be controlled.  They did not have to create it as it is in the first place.
• We need to implement our own digital systems to manage emails and social media. It is perfectly possible to reduce the amount of digital bombardment that we receive, but we need to manage this consciously and practically (see my Reflections on e-mails).  Simple ways to start doing this are: file all copy correspondence separately; always remove yourself from mailing lists unless you really want to receive messages (you can always rejoin later); limit your participation in social media (especially WhatsApp) group; and keep a record of the time you spend each day doing digital tasks (it will amaze you) and think of how you could use this time more productively!
• Take time offline/offgrid to regain our humanity.  It is perfectly possible still to live life offline and offgrid. Many of the world’s poorest people have always done so.  The more we are offline, the more we realise that we do not need always to be connected digitally. Some time ago I created the hashtag #1in7offline, to encourage us to spend a day a week offline, or, if we cannot do that, an hour every seven hours offline.  Not only does this reduce our electricity consumption (and is thus better for the physical environment), but it also gives us time to regain our experience of nature, thereby regaining our humanity.  The physical world is still much better than the virtual world, despite the huge amount of pressure from digital tech companies for us to believe otherwise. Remember that if we don’t use physical objects such as banknotes and coins, or physical letters and postcards, we will lose them.  Think, for example, of the implications of this, not least in terms of the loss of the physical beauty of the graphics and design on banknotes or stamps, key expressions of our varying national identities (not again that digital leads to bland uniformity).  Remember too that every digital transaction that we make provides companies and governments with information about us that they then use to generate further profit or to surveil us ever more precisely.  Being offline and offgrid is being truly revolutionary.

Provided for OEB Global 2023 by Tim Unwin. Tim will be a speaker at the OEB Annual Debate on November 23, 2023.