A working library is a blog about work, reading & technology by Mandy Brown
In The Unaccountability Machine, Dan Davies argues that organizations form “accountability sinks,” structures that absorb or obscure the consequences of a decision such that no one can be held directly accountable for it. Here’s an example: a higher up at a hospitality company decides to reduce the size of its cleaning staff, because it improves the numbers on a balance sheet somewhere. Later, you are trying to check into a room, but it’s not ready and the clerk can’t tell you when it will be; they can offer a voucher, but what you need is a room. There’s no one to call to complain, no way to communicate back to that distant leader that they’ve scotched your plans. The accountability is swallowed up into a void, lost forever.
For an accountability sink to function, it has to break a link; it has to prevent the feedback of the person affected by the decision from affecting the operation of the system.
Once you start looking for accountability sinks, you see them all over the place. When your health insurance declines a procedure; when the airline cancels your flight; when a government agency declares that you are ineligible for a benefit; when an investor tells all their companies to shovel so-called AI into their apps. Everywhere, broken links between the people who face the consequences of the decision and the people making the decisions.
