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Shruti Bhargava

@shrutinha

4 May

https://twitter.com/shrutinha/status/1272800056807211013

I posted this thread long before the publication of the #SewellReport. Having read it, it’s clear that disproportionate focus on ‘+ve stories’ at the expense of playing down the widespread impact of structural racism was a key objective of the Commission.

https://twitter.com/shrutinha/status/1272800056807211013

The more ‘political’ statements in the report, are clearly crafted to suit a particular ideology and are a weak attempt to steer discourse away from the realities of racism. Yet so much of this is shoddy - (I wonder who proof read it before publication?)

I’m seeing unqualified statements (making sweeping generalisations), confused statements (understanding of racism, structures, systems, experiences), dodgy analysis. E.g. in a section titled ‘Perceptions & Realities’, the report says:

Read 9 tweets

Shruti Bhargava

@shrutinha

5 Apr

I’ve experienced racism my whole life, but was in denial about how it impacted me professionally, until I was subjected to the most shameless blatant action. + didn’t fully understand structural racism, until I led a major review uncovering it. I wonder about the #commissioners?

I’m not denying the existing of enablers, ideologues, those seeking acceptance, & my general dismay at the #SewellReport, but think perhaps the spectrum of thinking extends to commissioners who are denial, struggling with their own understanding.

I always understood the manifestation of racism in systems, structures, impact of history (I was talking about all this at school when I was a teen), but in my mind I may have equated my own experiences to the actions of individuals, & the other stuff not happening to me as much.

Read 7 tweets

Shruti Bhargava

@shrutinha

12 Mar

I’ve heard white men who are strong allies in the fight against racism, believe they are doing the right thing in not standing for leadership positions, to make way for people of colour.
Maybe they are, or maybe not..
I would like to encourage them to think differently...

If its a position that will almost certainly be filled by a white man (look at the ad, pack, team diversity, recruitment approach), far better for it to be you, if you are going to champion equalities, dismantle structural & cultural barriers, open the gates to greater diversity.

Perhaps by you stepping into that role, we can accelerate change? Perhaps if you don’t, we’ll still be having the same conversation about lack of diversity next year, next decade...

Read 8 tweets

Shruti Bhargava

@shrutinha

10 Mar

I’ve been thinking a bit about the Meghan and Kate relationship, how they were treated differently, and reflecting on my own past experiences. This thread is really a message for white women who are close to women of colour... 1/

You may be my best friend at work, we may confide in each other, and I may draw your attention to how I’m being treated differently. But I need you to do more than just empathise. I need you to do more than just leave it up to me. 2/

I need to have your active support, not do whatever’s easiest for you. I need to feel that I’m not just dealing with this on my own. I need you to challenge what’s happening. 3/

Read 7 tweets

Shruti Bhargava

@shrutinha

4 Dec 19

Which policy areas require long term investment, planning, infrastructure, expert understanding and should therefore be largely ring fenced away from politicians, politics and short term policies, and perhaps be governed by independent specialist bodies with greater powers ?

Is there a way to limit political populist input into these areas? Perhaps to strictly limit politicians to budget priorities rather deciding on the “how” decisions (constant chopping, changing, inefficiencies, wastage, morale destroying, dismantling of good practices & systems)

Reconsidering these aspects are as much a part of our broken political system. A failure to think long term, focus on retaining short term power, needing to be voted in by an electorate that can be swayed by populist choices, unrealistic, undeliverable (& ineffective) policies.

Read 5 tweets

Shruti Bhargava

@shrutinha

4 Dec 19

Once upon a time...

..there were no websites, FAQs, online chat support, call centres, multiple ways to contact service providers, processes designed to be ‘efficient’ & anticipate every eventuality through flowcharts & scripted responses.

There was just good #customerservice

Once upon a time... staff were not trained to become robots in a customer service machine. They were allowed to think, apply common sense, problem solve, take ownership rather than re-direct customers to another silo in the machine.

#CustomerExperience #CustomerService

Once upon a time... staff used to sort out customer problems rather than manage complaints procedures. It was quick & efficient for both customer & organisation, and a lot cheaper.

Once upon a time... there was just good customer service.

#CustomerService #CustomerExperience

Read 7 tweets

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