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

A phone at WORM, being broadcasted through jitsi

A phone at WORM, being broadcasted through jitsi

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>

Scripts

Audio

▲All the audio files gathered and created for the show are here

Debrief

Claudio ex machina at the debrief

The pad