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Daniel Griffin

The first collab from @emma_lurie and I! How does Google resist counter-imaginaries in search? Check out our new paper: doi.org/10.1177/14614448221136

Screenshot of article: Search quality complaints and imaginary repair: Control in articulations of Google Search Includes author names (Daniel Griffin and Emma Lurie), abstract, and keywords (Complaint, Google, repair, search engines, sociotechnical imaginaries) abstract: In early 2017, a journalist and search engine expert wrote about “Google’s biggest ever search quality crisis.” Months later, Google hired him as the first Google “Search Liaison” (GSL). By October 2021, when someone posted to Twitter a screenshot of misleading Google Search results for “had a seizure now what,” users tagged the Twitter account of the GSL in reply. The GSL frequently publicly interacts with people who complain about Google Search on Twitter. This article asks: what functions does the GSL serve for Google? We code and analyze 6 months of GSL responses to complaints on Twitter. We find that the three functions of the GSL are: (1) to naturalize the logic undergirding Google Search by defending how it works, (2) perform repair in responses to complaints, and (3) boundary drawing to control critique. This advances our understanding of how dominant technology companies respond to critiques and resist counter-imaginaries.
Public
Daniel Griffin

When someone tweeted a screenshot of misleading search results for “had a seizure now what”[1], users tagged the Google @searchliaison (GSL): @dannysullivan[2]. The GSL frequently interacts with people who complain about Google Search on Twitter.
After watching these interactions since the liaison role was developed in 2017, in our new NM&S paper, @emma_lurie & I, who have been studying the politics & perceptions of “search” at @BerkeleyISchool, ask: What functions does GSL serve for Google?

Public
Daniel Griffin

We qualitatively analyze these interactions to identify the functions of GSL as: 1) naturalizing the logic of Google search by defending how it works, 2) performing repair in responses to complaints, and 3) boundary drawing to control critique.

Building on work from
@safiyanoble
@tarleton
@astridmager
@ckatzenbach
, we hope this work advances understanding of how dominant technology companies respond to critiques and resist counter-imaginaries.

Daniel Griffin

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1. The [Had a seizure Now what?] search screenshot on Twitter twitter.com/soft/status/144940
2. While we look at Twitter interactions, both accounts are already established on Mastodon.
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Edit: We shared this also on Twitter:
twitter.com/danielsgriffin/sta

And here again is the link to our paper, open access:
journals.sagepub.com/doi/full/

Twittersoft? on Twitter“The Google search summary vs the actual page”
Nov 30, 2022, 06:38 PM·Public·Web
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