WRITTEN ON January 25th, 2005 BY William Heath AND STORED IN Uncategorized
Tom S points out a new service which might further help restore the balance of power between Winston Smith and the forces of darkness….it’s called Registered Call. The founder, David Hume, says
Six months ago I launched Registered Call Ltd, a call recording service and
an online Consumer Complaints Resolution Mechanisms (CCRM) developed
primarily to assist consumers experiencing redress difficulties: Users dial
an access number and then, when prompted, the number they want to call. A
message notifies the called party the call is being recorded.
Users can later access their recording from the website and unite with
others who dial the same number.I feel this service could be offered as an open source middleware technology
to all intermediaries within the consumer feedback/complaints industry…
Sounds pretty cool. Could Registered Call bridge the “digital divide” issue which UKFeedback will inevitably face? Is it appropriate to use direct recordings of calls to prove service quality points in a constructive way that leads to change?
Quite probably.
There will be cost issues, but there is some heady marketing potential for this very PR-friendly new service. I’m looking forward to meeting David next Monday. Thanks Tom.
2 Responses to “Reciprocal surveillance: “Your call is being recorded”…”So’s yours matey””
Kim Cameron writes:
I have long been fascinated by the way information technology is distorted by the economics governing its dissemination and commoditization. For example, I think our concepts of digital identity are profoundly affected by the fact that the mainframe era, in which organizations could afford computers while individuals couldn’t, preceded the era of personal computers. The result was that the initial paradigms of digital identity (which permeated the thinking both of organizations and of individuals) emanated from the point of view of the organization, not the individual. It will take… a while… to reach a “recalibration” – in which there is a more balanced relationship between individual and organizational identity.
(cross posted from http://www.identityblog.com/2005/01/25.html#a99)
Isn’t this a good example of what’s called “sousveillance”?
http://en.wikipedia.org/wiki/Sousveillance
You could have cameras in your car to record your version if the police pull you over.
You could have a ‘home CRM’ system to record your complaints to your bank or your council.
The privacy issue cuts both ways. It’s no more appropriate for you to record calls and interactions than it is for those agencies that do it already.