Amazon ambassadors drew attention this week as they responded to a wave of online criticism for the businesss treatment of workers amid a union drive at an Amazon storage facility in Bessemer, Alabama.My FC lets me to take (2) 20min breaks and (1) 30min lunch. (@AmazonFCYola) March 28, 2021Anticipating criticisms of worker conditions at their satisfaction centers in particular, Amazon designed Veritas to train satisfaction center workers picked for their “fantastic sense of humor” to face critics– including policymakers– on Twitter in a “blunt” manner. Kelly Nantel, an Amazon representative, said via email: “FC Ambassadors are staff members who work in our satisfaction centers and choose to share their individual experience– the FC ambassador program helps show what its really like inside our satisfaction centers, along with the public tours we provide.”
In 2018, Amazon confessed that the ambassadors were employees paid to “truthfully share the facts” about what working in its fulfillment centers is like. That format was particularly mandated by Amazon, The Intercepts document shows.

Amazons little Twitter army of “ambassadors” was quietly conceived in 2018 under the codename “Veritas,” which sought to train and dispatch choose staff members to the social networks trenches to safeguard Amazon and its CEO, Jeff Bezos, according to an internal description of the program acquired exclusively by The Intercept.
Amazon ambassadors drew attention this week as they reacted to a wave of online criticism for the businesss treatment of employees amid a union drive at an Amazon warehouse in Bessemer, Alabama.My FC lets me to take (2) 20min breaks and (1) 30min lunch. On overtime days, we get 3 20min breaks, which is likewise quite nice as well. Before the pandemic, our breaks utilized to be only 15min. The general 10min boost is?. Being an important employee is dignifying for me?– Gary at OAK4? (@AmazonFCGary) March 28, 2021Although the facility is huge, there are many restrooms to use. My structure has 12. Each restroom can have 3-6? Thats plenty. Plus with 20-30 mn breaks thats more than enough time,– Yola at OAK4? (@AmazonFCYola) March 28, 2021Anticipating criticisms of worker conditions at their fulfillment centers in specific, Amazon developed Veritas to train satisfaction center workers chosen for their “excellent funny bone” to confront critics– including policymakers– on Twitter in a “blunt” manner. The file, produced as part of the pilot program in 2018 and marked “Amazon.com Confidential,” also includes examples of how its ambassadors can snarkily react to criticisms of the business and its CEO. Numerous examples include Sen. Bernie Sanders, a longtime critic of the $1 trillion firm who has been targeted by it in current days. It likewise provides examples of how to defend Bezos.” To deal with speculation and false assertions in social media and online forums about the quality of the FC [Satisfaction Center] associate experience, we are developing a new social team staffed with active, tenured FC employees, who will be empowered to respond in a respectful– but blunt– method to every untruth,” the job description checks out. “FC Ambassadors ( FCA) will respond to all posts and comments from customers, influencers (consisting of policymakers), and media questioning the FC associate experience.” Do you work for Amazon? Text tips to Ken Klippenstein by means of Signal at 202-510-1268. Kelly Nantel, an Amazon spokesperson, stated by means of e-mail: “FC Ambassadors are employees who work in our satisfaction centers and pick to share their individual experience– the FC ambassador program assists reveal what its in fact like inside our fulfillment centers, in addition to the public tours we provide.”
In 2018, Amazon confessed that the ambassadors were workers paid to “honestly share the facts” about what working in its satisfaction centers is like. That format was particularly mandated by Amazon, The Intercepts file programs.
Sens. Sanders and Elizabeth Warren, D-Mass., and Rep. Mark Pocan, D-Wisc., tweeted last week about the businesss treatment of employees and its business practices. Amazons PR account then sent out teasing replies to the lawmakers, asking Pocan, “You do not really believe the peeing in bottles thing, do you?” As The Intercept reported the following day, numerous Amazon shipment chauffeurs have indeed been forced to alleviate themselves in bottles and bags in order to meet requiring quotas– and the company understood it.Amazon likewise responded to Warren and Sanders, telling Sanders, “I frequently say we are the Bernie Sanders of employers, but thats not quite ideal since we in fact provide a progressive work environment.” The tweets have vexed many in the business, a few of whom feared the account had been hacked, as The Intercept reported.
Sanders, who has actually challenged the business over its labor practices and just recently visited workers in Alabama, is referenced consistently in the 2018 file. In one instance, the file refers to a video interview Sanders tweeted: “Bernie Sanders talking to Seth King on Prime Day. Seth describes feeling so depressed working at Amazon to take his own life.”
An ambassador, role-playing, then responds: “@SenSanders This job has actually never made me feel bad personally. If you work that makes you feel bad, you might leave.”
The ambassador then replies: “Everyone needs to be able to enjoy the cash theyve earned/saved. That includes Jeff Bezos.”
Among the programs tenets is the promise not to offer deceptive or incorrect messages, instead exhorting ambassadors to “Tell Your Truth.” There are some topics they are forbidden to go over. The document instructs workers not to react to “contacts about the right to unionize”– one of only 3 cases in which theyre told not to react. An example to disregard is offered: “@Amazon let your FC staff members unionize if you have absolutely nothing to conceal.”
Ambassadors were likewise told not to react to media questions and to complex inquiries where PR approval is needed. One composed example of a tweet to disregard points out Amazons advertising relationship with the reactionary outlet Breitbart: “@Amazon why are you still marketing on breitbart?! Between that and barely paying your workers, Im prepared to stop shopping with you.”
The file likewise makes clear that ambassadors are far from a representative sample of workers, keeping in mind that “more recent workers can be really enthusiastic and efficient,” according to their review of a little pilot group. More recent workers who havent yet needed to pee in bottles, perhaps.

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