The political protests will be mediated (though maybe not televised)

Yes, I know, “the revolution will not be televised” is a cliche by now (though a great song). But one of the reasons it persists through time is because people involved in some form of social change feel it to be true that they don’t get enough media exposure due to perceived suppression from incumbent powers.

Venezuela has been involved, for a long time, in a polarization of political opinion that is best illustrated in its media. Looking at what happens in the country through media outlets sympathetic to either side results in a seriously disjointed view from two competing narratives.

There have been claims of government censorship for a while (most notably in the cases of RCTV and Globovision), while the government says it is more open than before it came into power. Newspapers claim they’ve not been given the conditions to buy paper to print on, the government says that is a lie.

The opposition says it has no representation in the media, because the government has suppressed it through abuse of power. The government says it has no representation in the media, because the opposition owns most of the media.

The Internet has muddied even more this division. Banned from cable and satellite television channels, like NTN24, become available through Youtube. Newspapers utilize their web presence to give expanded information. But perhaps the biggest development is amateur reporting. Here’s a few numbers:

* As of 2013, Internet penetration in the country was up to 42% with the number considerably higher in urban centers (where electoral patterns show the opposition tends to concentrate).
* According to Pew Research, Venezuela ranks as the third country in Latin America in smartphone ownership (31% of the population).
* In the same report it states 83% of Internet users use social media while 77% of cell phone owners take pictures/videos and 39% use it to get political news (highest in the poll).

Having the opposition have predominant access has meant that the government’s relationship with social media has had its ups and downs. In 2010, most feared Chavez would take the same route as Iran and pull the plug when he said “the Internet cannot be something open where anything is said and done”, however, in a shocking turnaround, he invited his supporters to counter the opposition bias and even joined Twitter himself, becoming the country’s most followed account and definitely left a legacy as the US’ biggest Internet troll.

His successor, Maduro, has had a worse relationship with social media. His Twitter account was hacked (as was the ruling party’s), he’s been accused of overextending government surveillance and recently there’s been claims by Twitter and Pastebin of blocking the services during this week’s protest. (Yesterday broadband outages were also alleged in Tachira, one of the protests’ hotspots).

With news of Twitter blocked, Canadian VPN TunnelBear offered their services free of charge to Venezuelans and, another VPN, HotSpot Shield, did the same. I also saw Tor’s Onion browser was being recommended across forums while Hola Unblocker became popular on Facebook.

Right now the importance of social media is that it is considered by the opposition to be the only way to spread information in the face of an alleged media blackout. Videos of massive protests as well as evidence of excess by the armed forces and attacks from government supporters are posted, the shared by citizens, government officials and journalists. For example, a reporter claimed on Twitter to be attacked by the police when covering a protest while a user was uploading a video of the incident to Instagram, which helped the news get published. (There are many reports of attacks on journalists)

Information, though mostly rumors, fly through Whatsapp, Blackberry Messenger and other instant messaging applications. Initially, the Zello walkie talkie app gained popularity, but during last night‘s National Guard repression campaign (during which a presidential speech using emergency broadcasts that overtake traditional media, which are common), Twitter was a buzz with reports of the app giving away location of people hiding in buildings as well as government supporters “intercepting” and recording alleged damming conversations.

An obvious drawback to this unfiltered reporting is that misinformation and conflicting reports are rife, as has happened in other protests (here’s Zeynep Tufekci on the subject). The government has used widely shared doctored photos as evidence to discredit information being shared on social media and state it is all part of a coordinated attack.

Generally, within minutes of an incident, opposition supporters have taken to Reddit to get some international attention, successfully making it to the front page with a couple of posts (about 4 times in the past week: here, here, here and here). But, as Gawker explains, it faces many hurdles in capturing that attention: mainly the horrible developments in Ukraine and the US’ troubled history with Latin America.

In the 16th day of protests between opposition and government forces, amidst tear-gas smoke and road blockades, few things are clear in Venezuela, except that whatever happens next they’re not waiting for it to be televised.

Update: While finishing this writing CNN, who had reported being victims of theft, have been threatened by Maduro of being removed from the country’s airwaves.

Update 2: Zello has denied, via Facebook, claims that the app can give GPS data on users and have tweeted getting reports of the app being blocked in Venezuela.


Data intimacy

I recently attended Microsoft’s Global Senior Insights Director’s, Natasha Hritzuk, talk on digital consumer trends at FFWD AdWeek in here in Toronto. She gave a birds-eye view of 8 trends her team has uncovered during their research: My Analytics, Age of Serendipity, IntelligentlyON, Enhancing the Real, Niche Networks, Creator Culture, The Right to Anonymity and Value Me.

I’d like to focus on the last two. The genesis of both is the data being tracked from consumers and their use. In The Right to Anonymity, Hritzuk briefly explained users want more options to control the data they share (because of growing uneasiness thanks to NSA scandals, etc), while Value Me is about users’ perceived incongruity between what is being asked of them (data) and what they are getting in return (shopping experience).

She went more in detail about this last one, saying there’s an overestimation about what information companies actually have on users as well as the sophistication of what they can do internally with it. In essence, that they perceive a lack of return on their investment: their data is more valuable than the consumer experience their getting.

There are various overlaps between Microsoft’s findings and Frog Design’s Tech Trends for 2014 published at the start of the year. For example, IntelligentlyON and Disconnecting in the Modern, Digital World are both about leveraging tech capability to have a context aware relationship with technology balancing online and offline. Likewise, The Right to Anonymity and Frog Design’s Anonymity Will Go Mainstream share a thread, as does Value Me with The Consumer Will Own Data.

When Hritzuk delved into Value Me she said companies need to work more intelligently with data they have to offer costumers an improved experience, connecting user’s online/offline journey seamlessly (example: online clothes browsing leads to a scheduled fitting room appointment of previously selected items) thus giving them better value. Many of us can relate the frustration of sharing personal information with a company and get incongruous suggestions (Spotify recommending Pitbull when, geography aside, there’s nothing to link our worlds).

She mentioned that at the root of the value incongruity is a huge mismatch between costumers’ valuation of their data and companies’ valuation of costumers’ data. I feel this point was a bit glossed over.

And it is important. The biggest concern is about transparency, not so much because of what companies do with the information internally or fear of a spam filled inbox, but more related to how safe it is from third parties, mainly hackers and the government. Users know that the data has value even if the company who collects the information isn’t using it in valuable way.

The seemingly insignificant individual crumbs some companies may be looking at only in aggregate can be shaped into a narrative that can be detrimental to the user (hackers can reverse engineer passwords to commit identity fraud and governments can wrongly charge individuals). Users must trust that they won’t be exposed to threats because of their decision to share who they are and what they do.

Evidence of companies giving governments information highlight these problems as do recent hacking incidents (like Target), sometimes brought on by selling the information to other companies (like Experian did). Back home in Venezuela, there were some cases where broadcasting on social media (personal information, location sharing, purchase and travel photos) facilitated robberies and kidnappings, not to mention fears of government surveillance to quash opposition (for more on this, Evgeny Morozov is your man).

While these cases are not the norm, a jumble of them are present in the calculations users make when allowing cookies to track their behavior or allowing location sharing. Yes, on a day-to-day level, improved shopping experiences tailored to my convenience and taste are very much welcomed (though this is not the case of all consumers). But it is the loss of control over my personal narrative, and the consequences it can have, what scares me, as a user, most.

For a very long time it has been advocated that businesses move away from a transactional to a relationship paradigm. While I still consider the word “intimacy” to be a bit strong to use in this context, it is essentially what happens when we’re sharing who we are… even to a company.

The ROI for user data is just as in relationships: treat information I give you about myself as valuable and, then, do something valuable with it.