Author: manuscrypts

  • The Age of Surveillance Capitalism: The Fight for a Human Future at the New Frontier of Power

    Shoshana Zuboff

    Around the same time last year, I remember tweeting a quote attributed to Jamie Bartlett – “The end result will be ad targeting so effective that you may well question the notion of free will altogether“. Connecting digital advertising to free will seems absurd, but it wasn’t a facetious remark. It reflected the reality of our times. This is the reality that Shoshana Zuboff explores and confronts in The Age of Surveillance Capitalism, frequently echoing the thought that keeps cropping up in my mind – how did we get here?

    She begins with a deeply personal story about her home, and brings up an “aware home” project in 2000, which among other things, assumed that the rights to the knowledge would lie in the hands of the human living in it. She then juxtaposes it against the current privacy policy and usage agreements of Google’s Nest, which all but completely gives the ownership to the search giant. This is just one example.

    Industrial capitalism thrived by exploiting nature, and surveillance capitalism is thriving by using human nature as a resource. That means that even though, due to rapid industrialisation and mass production, we got to a “second modernity” that provided millions access to experiences which were until then the preserve of a smaller elite, we are now being led back into a “neofeudalism”, a consolidation of elite wealth and power. How did this happen?

    Google plays the primary antagonist in this narrative, and though Brin and Page were initially reluctant, the 2000 bust set Google on a path that used the “behavioural surplus” generated by users. At a basic level, it is probably difficult to imagine that when one carries out a search on Google, the machine is searching for patterns in the expressed intent, and making rapid incursions into one’s life. And yet, that’s exactly how it works. It then leads to prediction products, economies of action and future behaviour markets, fuelled by an ever expanding scope of information extraction. Those ridiculous permissions apps require make sense now? And how does a corporation create and grow a future behaviour market? Simple, behaviour modification, whether you realise it or not.

    Over a period of time, Google has institutionalised its invasions into private human domains, helped in the beginning by the national security imperative following the 9/11 attacks. Chrome, GMail, Android, Photos, YouTube and so on have created a dependency that now borders on feeling left out of the societal narrative if one is not using these. The behind-the-scenes look at Pokémon Go is chilling – in terms of how users were giving away data of their own volition, how partners were brought on board to expand the scope of surveillance, and how human behaviour was controlled at global scale.

    Facebook makes its presence felt in the latter half of the book, thanks to its exploitation of social connections. By creating a prototype of a hive mind through the weaponisation of peer group reinforcement, it increasingly shapes minds and behaviour, especially that of young adults. The author uses Goffman’s framing in The Presentation of Self in Everyday Life and shows how the “backstage”, where individuals are truly themselves, is now shrinking thanks to the omnipresence of social incursions. Where does this lead to? One example is when the state starts using this power – China’s social credit system now has a direct impact on an individual’s life, driving economies of action in the real world. More broadly, totalitarianism, driven by powerful corporations.

    The consequences are that there is increasingly no refuge, no sanctuary, from the relentless efforts of corporations that are intent on controlling every facet of an individual’s existence. At a broader level, it threatens the fabric of society and democracy itself. Capitalism’s latest avatar has clearly gone rogue, refusing to abide by the reciprocal nature of every kind of interaction we have experienced thus far. Regulation isn’t really keeping up, except for some efforts by the EU. But there are those who refuse to give up – activists, and artists who use technology to keep out surveillance. However, this is a fight we have to contribute to, because what’s at stake is what makes us human – free will, or at least the notion of it. This is not an easy read, but it is a must-read.

  • #Bibliofiles : 2020 favourites

    The other primary activities – travel and eating out – took a hit in 2020, but reading prospered! Not just in terms of number of books, but the quality too. That’s why this year has a larger set, and that’s after some painful culling. And the numbers are enough to warrant a group photo, unlike last year!

    (more…)

  • Invisible Women: Exposing Data Bias in a World Designed for Men

    Caroline Criado Perez

    Enlightening! While a part of the title reads “exposing data bias in a world designed for men”, I think it extends well beyond that. It provides perspectives that I had not even considered, even though in the last few years, I have tried to be more conscious of the challenges that women face at the workplace, in public spaces, their everyday lives, and how the world works differently for them in the many, many things that men take for granted. This, therefore, is a book that I think men and women should read, for different reasons.

    For women, it will probably serve as an insightful articulation of many things that they have thought about, talked about, or attempted to change, and give them information about how women around the world have taken them up as challenges and sometimes succeeded in setting things right. I will stop at that, and not be presumptuous in assumptions.
    For men. Where do I even start? I think we will see the world differently after reading this book. The challenge for us would be to be conscious of the inherent bias in our thinking, our behaviour, and the way we design objects and systems. As the blurb says, imagine a world where the phone you use is too large for your hand, where the safety of the vehicle you travel in has not really been designed with you in mind, and the medicine you have been prescribed is just wrong for you because you weren’t adequately represented in trials! In essence, “the lives of men have been taken to represent those of humans overall.”

    The author uses data and case studies from multiple domains to highlight how women haven’t been fairly represented, and in many cases to also show how correcting this could lead to a better result not just for women, but for humanity overall. Public transport, urinals (ever wondered why there’s always a queue for women while men seem to find things much easier), workplace practices, product design, medicine, disaster relief, the pain is everywhere. And they are at various levels of seriousness. Some made me say “oh, I didn’t think of it that way”, many made me grimace, and most are just appalling.
    It has given me many perspectives, and a resolve to work harder at contributing to fix this. One really doesn’t have to be a genius to understand the impact better representation can make, at an individual and species level. With all that being said, in the end, I also have to admit, quite sheepishly, and to underline the point, that while many of my favourite authors are female, I might have completely missed this book if my wife hadn’t made it part of our list! See? 🙂

  • The Anarchy: The East India Company, Corporate Violence, and the Pillage of an Empire

    William Dalrymple

    There was so much money in India – that’s one of my biggest takeaways from this book! Every other page has a note at the bottom that shows the current value of the money that was paid to a local mercenary or the Company as protection money, or a deal as simple as crossing the river safely! I am exaggerating only a little bit. It reminded me of the inane charging for random things by modern airlines, and corporations in general trying to squeeze out every bit of revenue from the average user. And the story of the East India Company is exactly that – a corporation that arrived in India for trade, and ended up pillaging the country and finally giving it to the Crown on a platter.

    Dalrymple begins from where it all started – London, 1599, when the idea of the company was first discussed seriously by a diverse set of individuals. Though not an original idea, the joint stock process allowed the Company to raise resources efficiently in the beginning, and until things went south, provide handsome profits to its investors. The book traces the Company’s trailblazing journey in India, one that features not just its own principals like Clive, Hastings and Wellesley but the local rulers and power brokers as well – from the Mughal emperor (in name) Shah Alam, and Tipu Sultan to mercenaries like Benoît de Boigne who helped shape the Maratha army into one that matched the Company’s own fighting force, and interesting characters like Begum Samru, a feisty courtesan who became a mini-ruler in her own right! Some familiar from history, and others from the author’s own earlier works (like James Skinner from White Mughals). A word on Shah Alam – he is a far cry from his glorious predecessors, but in an age when living till 50 was a luxury, the man survived every tribulation that was thrown at him and lived into his late 70s even as his enemies perished around him.

    It is amazing how, from an inconspicuous office in far away England, with less than a hundred employees, a corporation controlled the destiny of a land as large and diverse as India. It was in 1600 that the Company received the charter from the Queen, and by the early 1800s, they had defeated the last credible threat – the Marathas. These two centuries are full of intrigue, and there are multiple occasions when a single different decision or event (e.g. if Nelson had not sunk Napoleon’s navy and the latter had been able to give Tipu an assist) might have resulted in an entirely different contemporary history. Politics – the English replicated the Roman divide et impera, and economics – many of their moves would have been impossible without local financing – went hand in hand in what was the first hostile takeover of a nation by a business entity. That’s not the only first – abuse of corporate power, lobbying, unfair trade practices, the Company pioneered all this. And finally, in another first, it had to be bailed out by the government because it was too big to fail!

    If you’re a history enthusiast, this is obviously a must-read, and even if you’re not, this is a fascinating piece of history that you’ll enjoy.

  • The future of Fintech marketing

    First published in ET Brand Equity

    Fintech is one of those small words that contains worlds. Just like marketing. While the former could be payments, lending, insurance, wealth management, neobanks etc, the latter includes brand management, digital acquisition, marketing automation, social media and so on. A combination of the two makes for a complex mix. It also means that crystal gazing has its limits and there really is no common answer. Having said that, let’s try our hand at “how it started, how it’s going to go…”

    Audience & Access: India’s digital economy now boasts over 700 million connected users. As per RBI data, the number of digital transactions are expected to make a 12x jump from 125 million a day in 2020 to 1.5 billion by 2025! Fintech has made leaps over the last 10 years – starting with personal finance products such as banking accounts and deposits, moving on to mobile payments and e-wallets, and finally leading to a full bouquet of financial services including trading, insurance and wealth management. But the pandemic has been a force multiplier for digitisation in many sectors, including personal finance. This audience avalanche means that marketers have to revisit their segmentation and personas, and deal with different cohorts of digital audiences at different levels of maturity. What are the new user segments, what financial products and services would they like to access, and what are the new use cases that will emerge?

    Brands & Behaviours: With new segments emerging, education and awareness will need to go hand in hand with acquisition strategies, and nuanced, personalised communication for different segments. While financial products on digital platforms may not be completely new to many consumers, brands will still need to earn the customer’s trust. This is especially true in the context of an unfamiliar investment product or service, and might require a revisit of customers’ needs, barriers and opportunities.

    This is crucial because we’re now living through a kind of liminality, a period marked by the uncertainty between an old normal, and what emerges next. Even more than before, marketers will need to have an empathetic mindset. Channeling this into communication will be necessary to build trust. Beyond actual trials, different consumer segments would have different surrogates for trust. And old wines and new bottles have challenges. Take celebrity endorsements, or its (relatively) poorer cousin – influencer marketing. Or “cause marketing”. All of them are susceptible to social media vigilantism and cancel culture, even as manufactured word of mouth thrives.

    The pandemic has forced us to relook our lives, and maybe even did a Marie Kondo on our lifestyle choices. “Experience shapes memory; memory shapes our view of the future.” What is the impact on the spending, saving and investing habits of your existing customers? What behaviours will we continue, what will we drop? Whom will we trust on money matters, and why?

    Cords & Cookies: We’re in the era of the second screen. After all, some people still use the television when they want a large screen experience. But seriously, though cord cutting may not be mass yet, such has been the rise of OTT and digital consumption in general that the erstwhile second screen is practically the first. This has a huge impact on the media mix, especially because of the range of customisation that’s possible on digital media. Of course, you might still be an IPL sponsor if you’re a mass brand, but it’s definitely possible to build brands with digital as the primary medium. Not that it’s without challenges. Some level of precision targeting will continue to be an option at the top of the funnel, but privacy concerns are making a cookie-less world imminent. Even as adtech is scrambling to find a replacement for cookies, (I believe that) first party data and a non-cookie cutter approach is something brands should focus on. Codeless designing, chatbots, and the ever increasing tools of marketing automation allow the digital marketer to create custom journeys using demographic, behavioural, and other parameters. Content marketing using multiple formats is still a great way to build domain authority and trust. Podcasts have seen quite a lift during the pandemic. In short, we have moved further from mainstream to many streams.

    Data & Delivery: The common theme in all the above points is fragmentation – of markets, messaging and media. And this is essentially what the future looks like. The challenge for the marketer is to ensure narrative cohesion. This requires us to get comfortable with collecting and analysing data, and being able to deliver this understanding via communication and channels. The other kind of delivery we’ll be responsible for is ROI. This will require us to find new ways to measure both effectiveness and efficiency across campaigns, channels and market segments.

    In closing: The “new normal” is unlikely to be the normal we knew. Especially for marketing, because even after the pandemic goes away, the uncertainty will linger in consumer minds. Despite the abundance of choice that customers have, there is an opportunity for brands. As Scott Galloway has astutely pointed out, “Choice is a tax on your time and attention. Consumers don’t want more choice, they want confidence in the choices presented.” In the race for wallet share, trust continues to be the best currency. Building a trusted brand in a fragmented world takes time and a growth mindset. It’s good to remember that there are no perfect solutions, only conscious trade-offs.