Week 5 Protocols For Bad Customer Service

Radio Worm - Protocols for Collective Performance - Week 5: Claudio Wyn Fred Charlie Eleni Zuhui

In this week's radio performance, we use protocols—those rules and procedures commonly found in bureaucratic and corporate systems—as a central theme. 

Setup

Performance setup, photographed by Wyn

Footage of phone, being broadcasted through jitsi photographed by Wyn

Footage of phone, being broadcasted through jitsi photographed by Wyn

Protocols

Redaction protocol

“Secrecy is another by-product of administrative power. ‘Every bureaucracy seeks to increase the superiority of the professionally informed by keeping their knowledge and intentions secret’, wrote sociologist Max Weber. Visual representations of ‘official secrets’—as Max Weber calls them—can be found in the form of redacted documents, both for legal, financial, or security purposes. A request for government documents can produce pages full of blacked-out lines, as if it was abstract art. The stupidity and irra- tionality of bureaucratic reasoning as someone within the adminis- tration painstakingly has to go over the text line by line, rendering information useless.” - CAPS LOCK, Ruben Pater

Protocol sheet

using the script of <CALL CENTER TRAINING: PROPER USE OF TONE OF VOICE & VOLUME>

Debrief

Claudio ex machina at the debrief

Audio

▲All the audio files used on the show are here