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Bureaucracy by Machines


... and here is a quick summary.

If you bring in your device for repair, you're much more likely to get better outcomes if the guy / gal you're handing it to happens to be the one who will then walk to the back side of the office and perform the repair... vs. if it's a giant, faceless corporation with many layers of delegation; this is a very reasonable-sounding point made by Louis Rossman in one of his recent videos.

Now, this is an excellent example of how too many levels of delegation can lead to fairly evil things happening. For example, his example of there being an actual company policy to bill users with broken screen protectors for full screen replacements. The person on the bottom of the delegation chain just follows instructions, the people interacting with customers do not even know about this, and the bean-counters on top of the hierarchy see all this just as a statistic and won't have to face any of these defrauded customers personally.

This has been like this for a long time. Ma Bell (the US telephone monopoly) was already disliked in the '60s: too much power concentration, too many layers, and so on. Same with various government institutions. However, these systems still consisted mostly of people Someone will notice these things. Louis did get emails about someone in the system who didn't like what was happening. Meanwhile, there are limits to how much enforcement of you can do, on what level of detail.

This is, however, changing.

(... or, rather, has changed already.)

Take the recent discussion about Apple scanning all your photos for illegal content. (... yes, it's currently only about child pornography, but therre is nothing preventing them from starting to look for anything else that a local regime obliges them to.) Translated to human terms,

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