How to humiliate brands via social media

'Don't fly @BritishAirways'? 

For those with an axe to grind and a broadband account to exploit, here are a few ways to dot-complain on social media

• 
• • Arwa Mahdawi
  • theguardian.com, Wednesday 4 September 2013 13.40 BST

Hasan Syed, disgruntled with the way British Airways handled his father's lost luggage, paid $1,000 to promote a tweet that read "Don't fly @BritishAirways. Photograph: Toby Melville/Reuters

As the first law of digita ldynamics states, much of the energy expended within the internet relates to a) porn; b) cats; or c) complaining. The irate customer service tweet or Facebook update is familiar to us all. But while we may be used to people venting their frustrations online, Hasan Syed has just taken the power of anti-social networking to giddy new heights. Disgruntled with the way British Airways handled his father's lost luggage, Syed paid $1,000 (£640) to promote a tweet that read "Don't fly @BritishAirways. Their customer service is horrendous." This has now been seen by tens of thousands of people and promptly picked up by media outlets around the world.

The fine art of complaining has come a long way thanks to technology. Back in the pre-digital day you had to sit down and write a strongly-worded letter if you wanted to call out brands behaving badly. Those wishing to take a more direct approach could go wave a placard or, as a friend of mine once did, superglue your hands to a multinational's revolving doors. Nowadays, however, you can make your voice heard without risking appendages or wasting a stamp. So, for those with an axe to grind and a broadband account to exploit, here are a few ways to dot-complain in the modern age.

1. Bashtag

Last year Starbucks attracted widespread ire after it avoided paying corporation tax in the UK. So, in one attempt to make people feel all warm and fuzzy about its brand again, Starbucks invited the twitterati to display happy holiday messages on a big screen outside London's Natural History Museum in London by using the #spreadthecheer hashtag. Visitors to the Museum were promptly treated to a number of tweets along the lines of "Hey #Starbucks, PAY YOUR FUCKING TAX #spreadthecheer".

Starbucks isn't the first victim of what is termed "bashtagging." Some bright spark at McDonald's once came up with the great idea of letting people share their heart(burn)warming experiences with the brand via a #McDStories hashtag campaign. Voila, tweets like: "One time I walked into McDonalds and I could smell Type 2 diabetes floating in the air and I threw up. #McDStories."

2. Game Google

Google isn't just a search engine, it's a reputation engine. Like it or not, in the eyes of many, you are what you are on Google. And, for several years, former Republican presidential hopeful Rick Santorum found that what he was on Google was a "frothy mix of lube and fecal matter that is sometimes the byproduct of anal sex." This, by the way, wasn't down to a series of questionable decisions by the OED, but the result of a carefully orchestrated campaign by columnist Dan Savage. After Santorum ludicrously compared homosexuality to bestiality in a media interview, Savage gamed Google's search algorithm so that the first result for Santorum that came up linked to a what the New Yorker described as the "unprintable definition" Savage had created to protest Santorum's homophobia.

3. Use your Wifi network name as a targeted billboard

If you live in an area full of upwardly pretentious types you may have noticed a trend of creative Wifi network naming. Instead of settling for LINKSYS53z, for example, a 21st century quipster might call their network PrettyFlyForaWifi. However, as well as using it as a vehicle for unoriginal puns, some people are harnessing their network names to passively-aggressively complain to their neighbours. There is one person in my building whose network is called YOURMUSICSUCKS, for example. I severely curtailed my moments of guilty One Direction pleasure after that appeared.

4. But, wait, the luggage?

While some casual bashtagging or Google-bombing may be cathartic, sometimes catharsis is the only payoff. However, it looks like Syed's $1,000 BA-bashing may have resulted in more than just a warm flush of vengeance. As well as providing fleeting fame, it also seems to have delivered his luggage. Early this morning Syed tweeted "I got what I wanted. I win." Revenge may be a dish best served cold but sometimes, it seems, a little digital degradation can make for a satisfying hors d'œuvre.

How can we invest our trust in a government that spies on us?

We should not fear some Orwellian future state where we're subjected to total electronic scrutiny – it's our present reality

• 
• • George Monbiot
  • The Guardian, Monday 24 June 2013 20.30 BST

Bob Lambert, an undercover policeman who is alleged to have lied in court and has been accused by an MP of firebombing, was awarded an MBE in 2008 and now teaches at St Andrews University. Photograph: guardian.co.uk

'If you are a law-abiding citizen of this country, going about your business and your personal life, you have nothing to fear." That's how William Hague, the foreign secretary, responded to the revelations of mass surveillance in the US and the UK. Try telling that to Stephen Lawrence's family.

Four police officers were deployed to spy on the family and friends of the black teenager murdered by white racists. The Lawrences and the people who supported their fight for justice were law-abiding citizens going about their business. Yet undercover police were used, one of the spies now tells us, to hunt for "disinformation" and "dirt". Their purpose? "We were trying to stop the campaign in its tracks."

The two unfolding spy stories resonate powerfully with each other. One, gathered by Paul Lewis and Rob Evans, shows how police surveillance has been comprehensively perverted. Instead of defending citizens and the public realm, it has been used to protect the police from democratic scrutiny and stifle attempts to engage in politics.

The other, arising from the documents exposed by Edward Snowden, shows that the US and the UK have been involved in the mass interception of our phone calls and use of the internet. William Hague insists that we should "have confidence in the work of our intelligence agencies, and in their adherence to the law and democratic values". Why?

Here are a few of the things we have learned about undercover policing in Britain. A unit led by a policeman called Bob Lambert deployed officers to spy on peaceful activists. They adopted the identities of dead children and then infiltrated protest groups. Nine of the 11 known spies formed long-term relationships with women in the groups, in some cases (including Lambert's) fathering children with them. Then they made excuses and vanished.

They left a trail of ruined lives, fatherless children and women whose confidence and trust have been wrecked beyond repair. They have also walked away from other kinds of mayhem. On Friday we discovered that Lambert co-wrote the leaflet for which two penniless activists spent three years in the high court defending a libel action brought by McDonald's. The police never saw fit to inform the court that one of their own had been one of the authors.

Bob Lambert has been accused of using a false identity during a criminal trial. And, using parliamentary privilege, the MP Caroline Lucas alleged that he planted an incendiary device in a branch of Debenhams while acting as an agent provocateur. The device exploded, causing £300,000 of damage. Lambert denies the allegation.

Police and prosecutors also failed to disclose, during two trials of climate-change activists, that an undercover cop called Mark Kennedy had secretly taped their meetings, and that his recordings exonerated the protesters. Twenty people were falsely convicted. Those convictions were later overturned.

If the state is prepared to abuse its powers and instruments so widely and gravely in cases such as this, where there is a high risk of detection, and if it is prepared to intrude so far into people's lives that its officers live with activists and father their children, what is it not prepared to do while spying undetectably on our private correspondence?

Already we know that electronic surveillance has been used in this country for purposes other than the perennial justifications of catching terrorists, foiling foreign spies and preventing military attacks. It was deployed, for example, to spy on countries attending the G20 meeting the UK hosted in 2009. If the government does this to other states, which might have the capacity to detect its spying and which certainly have the means to object to it, what is it doing to defenceless citizens?

It looks as if William Hague may have misled parliament a fortnight ago. He claimed that "to intercept the content of any individual's communications in the UK requires a warrant signed personally by me, the home secretary, or by another secretary of state".

We now discover that these ministers can also issue general certificates, renewed every six months, which permit mass interception of the kind that GCHQ has been conducting. Among the certificates issued to GCHQ is a "global" one authorising all its operations, including the trawling of up to 600m phone calls and 39m gigabytes of electronic information a day. A million ministers, signing all day, couldn't keep up with that.

The best test of the good faith of an institution is the way it deals with past abuses. Despite two years of revelations about abusive police spying, the British government has yet to launch a full public inquiry. Bob Lambert, who ran the team, fathered a child by an innocent activist he deceived, co-wrote the McDonald's leaflet, is alleged to have lied in court and has been accused by an MP of firebombing, was awarded an MBE in 2008. He now teaches at St Andrews University, where he claims to have a background in "counter-terrorism".

The home office minister Nick Herbert has stated in parliament that it's acceptable for police officers to have sex with activists, for the sake of their "plausibility". Does this sound to you like a state in which we should invest our trust?

Talking to Sunday's Observer, a senior intelligence source expressed his or her concerns about mass surveillance. "If there was the wrong political change, it could be very dangerous. All you need is to have the wrong government in place." But it seems to me that any government prepared to subject its citizens to mass surveillance is by definition the wrong one. No one can be trusted with powers as wide and inscrutable as these.

In various forms – Conservative, New Labour, the coalition – we have had the wrong government for 30 years. Across that period its undemocratic powers have been consolidated. It has begun to form an elective dictatorship, in which the three major parties are united in their desire to create a security state; to wage unprovoked wars; to defend corporate power against democracy; to act as a doormat for the United States; to fight political dissent all the way to the bedroom and the birthing pool. There's no need to wait for the "wrong" state to arise to conclude that mass surveillance endangers liberty, pluralism and democracy. We're there already

McLibel leaflet was co-written by undercover police officer Bob Lambert

Exclusive: McDonald's sued green activists in long-running David v Goliath legal battle, but police role only now exposed

• Paul Lewis and Rob Evans
• guardian.co.uk, Friday 21 June 2013 14.54 BST

Bob Lambert posed as a radical activist named Bob Robinson.

An undercover police officer posing for years as an environmental activist co-wrote a libellous leaflet that was highly critical of McDonald's, and which led to the longest civil trial in English history, costing the fast-food giant millions of pounds in fees.

The true identity of one of the authors of the "McLibel leaflet" is Bob Lambert, a police officer who used the alias Bob Robinson in his five years infiltrating the London Greenpeace group , is revealed in a new book about undercover policing of protest, published next week.

McDonald's famously sued two penniless green campaigners over the roughly typed leaflet, in a landmark three-year high court case, that was widely believed to have been a public relations disaster for the corporation. Ultimately the company won the libel battle it need never have fought, having spent expensively on lawyers.

Lambert was deployed by the special demonstration squad, a top-secret Metropolitan police unit that targeted political activists between 1968 until it was disbanded in 2008. He co-wrote the defamatory six page leaflet in 1986 — and his role in its production has been the subject of an internal Scotland Yard investigation for several months.

At no stage during the civil legal proceedings brought by McDonalds in the 1990s was it disclosed that a police infiltrator helped author the leaflet.

 The McLibel two: Helen Steel and David Morris, outside a branch of McDonald's in, London, after winning their case in the European court of human rights, in 2005. Photograph: Martin Argles for the Guardian

A spokesman for the Met said the force "recognises the seriousness of the allegations of inappropriate behaviour and practices involving past undercover deployments". He added that a number of allegations surrounding the undercover officers were currently being investigated by a team of police officers overseen by Derbyshire police's Chief Constable Mick Creedon.

And in remarks that come closest to acknowleding the scale of the scandal surrounding police spies, the spokesman added that: "At some point it will fall upon this generation of police leaders to account for the activities of our predecessors, but for the moment we must focus on getting to the truth."

Lambert declined to comment about his role in the production of the McLibel leaflet. However he previously offered a general apology for deceiving "law abiding members of London Greenpeace", which he said was a peaceful campaign group.

Lambert, who rose through the ranks to become a spymaster in the SDS, is also under investigation for sexual relationships he had with four women while undercover, one of whom he fathered a child with before vanishing from their lives. The woman and her son only discovered that Lambert was a police spy last year.

The internal police inquiry is also investigating claims raised in parliament that Lambert ignited an incendiary device at a branch of Debenhams when infiltrating animal rights campaigners. The incident occured in 1987 and the explosion inflicted £300,000 worth of damage to the branch in Harrow, north London. Lambert has previously strongly denied he planted the incendiary device in the Debenhams store.

 While McDonald's won the initial legal battle, at great expense, it was seen as a PR disaster. Photograph: Image Broker/Rex Features

Lambert's role in helping compose the McLibel leaflet is revealed in 'Undercover: The True Story of Britain's Secret Police', which is published next week. An extract from the book will be published in the Guardian Weekend magazine. A joint Guardian/Channel 4 investigation into undercover policing will be broadcast on Dispatches on Monday evening.

Lambert was one of two SDS officers who infiltrated London Greenpeace; the second, John Dines, had a two-year relationship with Helen Steel, who later became the co-defendant in the McLibel case. The book reveals how Steel became the focus of police surveillance operations. She had a sexual relationship with Dines, before he also disappeared without a trace.

Dines gained access to the confidential legal advice given to Steel and her co-defendant that was written by Keir Starmer, then a barrister known for championing radical causes. The laywer was advising the activists on how to defend themselves against McDonalds. He is now the director of public prosecutions in England and Wales, one of the most senior legal figures in the country.

Lambert was lauded by colleagues in the covert unit for his skilful infiltration of animal rights campaigners and environmentalists in the 1980s. He succeeded in transforming himself from a special branch detective into a long-haired radical activist who worked as a cash-in-hand gardener. He became a prominent member of London Greenpeace, around the time it began campaigning against McDonalds in 1985. The leaflet he helped write made wide-ranging criticisms of the corporation, accusing it of destroying the environment, exploiting workers and selling junk food.

Four sources who were either close to the spy at the time or involved in the production of the leaflet have confirmed his role in composing the libellous text. Lambert confided in one of his girlfriends from the era, although he appeared keen to keep his participation hidden. "He did not want people to know he had co-written it," the woman said.

Paul Gravett, a London Greenpeace campaigner, said the spy was one of a small group of around five activists who drew up the leaflet over several months. Another close friend from the time recalls Lambert was really proud of the leaflet. "It was like his baby — he carried it around with him," the friend said.

When Lambert's undercover deployment ended in 1989, he vanished, claiming that he had to flee abroad because he was being pursued by special branch. None of his friends or girlfriends suspected for a moment that special branch were actually his employer.

It was only later that the leaflet Lambert helped to produce became the centre of the huge trial. Even though the activists could only afford to distribute a few hundred copies of the leaflet, McDonald's decided to throw all of its legal might at the case, suing two London Greenpeace activists for libel.

Two campaigners — Steel, who was then a part-time bartender, and an unemployed postman named Dave Morris — unexpectedly stood their ground and refused to apologise.

 Steel and Morris outside the high court at the start of the very first proceedings in the McLibel trial, in 1990. Photograph: Photofusion/UIG via Getty Images) exploitation|criticising|defendents|royal|corporation|morris|act Photograph: Photofusion/UIG/ Getty Images

Over 313 days in the high court, the pair defended themselves, with pro bono assistance from Starmer, as they could not afford to hire any solicitors or barristers. In contrast, the corporation hired some of the best legal minds at an estimated cost of £10m. During the trial, legal argument largely ignored the question of who wrote the McLibel leaflet, focusing instead on its distribution to members of the public.

In 1997, a high court judge ruled that much of the leaflet was libellous and ordered the two activists to pay McDonalds £60,000 in damages. This sum was reduced on appeal to £40,000 — but McDonald's never enforced payment against Steel and Morris.

It was a hollow victory for McDonald's; the long-running trial had exposed damaging stories about its business and the quality of the food it was selling to millions of customers around the world. The legal action, taking advantage of Britain's much-criticised libel laws, was seen as a heavy handed and intimidating way of crushing criticism. However the role of undercover police in the story remained, until now, largely unknown.

Top Ten Jokes at Edinburgh Fringe This Year

The top 10 festival funnies were judged to be:

1) Nick Helm: "I needed a password eight characters long so I picked Snow White and the Seven Dwarves."

2) Tim Vine: "Crime in multi-storey car parks. That is wrong on so many different levels."

3) Hannibal Buress: "People say 'I'm taking it one day at a time'. You know what? So is everybody. That's how time works."

4) Tim Key: "Drive-Thru McDonalds was more expensive than I thought... once you've hired the car..."

5) Matt Kirshen: "I was playing chess with my friend and he said, 'Let's make this interesting'. So we stopped playing chess."

6) Sarah Millican: "My mother told me, you don't have to put anything in your mouth you don't want to. Then she made me eat broccoli, which felt like double standards."

7) Alan Sharp: "I was in a band which we called The Prevention, because we hoped people would say we were better than The Cure."

8) Mark Watson: "Someone asked me recently - what would I rather give up, food or sex. Neither! I'm not falling for that one again, wife."

9) Andrew Lawrence: "I admire these phone hackers. I think they have a lot of patience. I can't even be bothered to check my OWN voicemails."

10) DeAnne Smith: "My friend died doing what he loved ... Heroin."