Imaginary Barbed Wire
Borders, Boundaries and Control Points.
The subtle hostile environment is an intricate part of the program. Security control comes in many forms, some not as overt as others. Knowing how to stack the deck can allow you to stay on top of key elements in the environment thus giving us less to constantly monitor.
Restaurants and other fast food enterprises have used these "subtle influences" for years both to attract and repel their patrons. Lets look at some of the techniques used in the game of Social Engineering and Behavior Modification.
Phase One: The sign outside the restaurant was clear and unmistakable. It proclaimed the business name followed by the "comfort" phrasing. Such as HOME COOKING or OLD STYLE, something that "sells" the idea of quality or trustworthiness. The building or store front is shaped like a home or has features of a private residence, curtains and earth tones to attract the slower paced, come in and relax crowd. Lighting is adequate, not dim but not bright either, almost at levels you would have in your own home. White noise is carefully controlled to blot out stray sounds or at least give the impression that although you are in a public place, you can relax and not be over heard by the party seated at the next table. It's not at all true but we chose to fake it for comforts sake. You can relax and be yourself.
Phase 2: You are escorted to an area best suited to the size of your group number and seated. The seats have been chosen not for comfort or styling but to sit the customer up right in the eating position. After all that's what you are here for. The table is laid out with the standard utensils and settings, maybe a center piece that makes an important impression of quality and has a spirit of "occasion". The size of the table seems more then adequately roomy and you stake a claim to your personal space. It is all that you expect from a eatery but if you are paying attention, the subtleties start to subconsciously creep into your thoughts. The table cloth is Red, a color used by restaurants for years and commonly expected, however is it a color you would use on your table at home? Most generally NO. The color Red is distracting and even disturbing to most people. You would not paint your walls Red at home it would have a very negative (aggravating) effect on you. Color is a powerful but often overlooked modification technique of the environment. Mental health institutions found many years ago that colors particularly Light Greens and Blues have a calming effect on the human mind. Pale colors such as Yellows and Pinks are used in some prison environments to both calm, sooth and emasculate violent prisoners. Colors are powerful juju. Although the place was comfy when you parked the car it has some rough edges. The decor is ether open and cafeteria style or close and mildly claustrophobic but only to the subconscious. In all outward ways it can be considered comfortable. Now that you are settled in and have your order placed, you look around and take in the surroundings. The carpet, probably dark to hide dirt and grim is most often of the rough institution type that is better at standing up to high traffic then being or looking soft and welcoming. The doors (except the kitchen doors)are in sharp contrast to the walls colors allowing your subconscious to notice their location without thinking about it. The main entrance/exit is an entirely different and important portal I will elaborate on later. The ceiling is almost always busy with pattern, decoration, accent or device (fans/light) that draws some attention. When did you last glance at the ceiling in your dinning room? You politely converse and wait until the Waiter arrives and is introduced with a smile followed by.........
Phase 3: The polite Waiter/Waitress smiles and takes out the order pad to take notes for further requests.....it is important to note at this point that the waitress may not even know the effect this action may have on the customer and may be as blissfully unaware that the sight of this "prop" is a subtle signal that represents many things. It is an instrument to serve and a punctuation to the finale of the service event. It represents both the beginning and end of the contract you are about to enter into. It is a commitment that sets the stage for both your expectations of the product you are about to receive and the tip that is expected when the contact is complete. You place your order and the work end of the cycle begins. Center pieces are removed from the table to make room for the meal, as they leave the table, so does a bit of the ambiance that gave you the feeling of comfort you had at first glance. Food is delivered in what is hopefully a reasonable amount of time, Too slow gives the impression of incompetence or indifference - too fast speaks to the quality of the product, and goes against the illusion set forth by the sign out front. At a period approximately two thirds into your meal the Waiter/Waitress comes over to ask how everything is and if you might need something.....it is important to note at this point that the waitress will almost always NOT have the "prop" order pad out and the visit to your table seems more hurried and transient, less purposeful.
Phase 4: You have eaten and the table is now full of plates and napkins and glasses, space once adequate now seems sparse, you feel crowded. You have had just about enough of the Red linens and table cloth and your body it seems is just not as comfortable in this chair as it was when you staked your claim at the table. The Waitress now approaches with the "prop" and in tones very different from the first she asks if you need anything else. The "prop" and the situation being such, sending the message that she has held up her side of the contract and it's now your turn. The smile is practiced and "tip" dependant. After the monetary exchange you rise to leave. An interesting thing happens at this point, or doesn't. The bus boy will begin to clear your table quickly to set up again for the next customer. This sends a message to you that you might be in the way and should hurry along or the table is ignored and left in it's crowded state of disarray again a situation you can't wait to walk away from.
Phase 5: The finale. As you walk to the exit you may take notice of the strategically placed pleasantries, plants, paintings maybe a sign that thanks you and asks for you to come again. A free mint or tooth pick may be offered as a parting gift and if staffing allows, a "nice to see you, come on back now" from a friendly employee all designed to give a favorable last impression.What does this have to do with security you ask? What doesn't it? Being able to predict and control the environment in the friendliest if not undetectable of ways is of the utmost importance to business. Malls, Department Stores, Stadiums, Schools, Airports, Hospitals even Churches (don't get me started) use these behavioral engineering techniques to influence or limit actions by the herd. If you look for them they are evident all around us. As a security professional you may wish to use some of these tools / techniques to welcome a select group of people while making others feel uncomfortable.
I recall one such example of the technique,while running the security program for a large enclose mall, I made the following changes. The mall was over run by what we lovingly referred to as "Mall Rats" kids that spent little money but just needed a place to congregate and get out of the weather. They were a loud collection of Vandals that scared the more mature "paying" customers. We tried many different ways to move them along without much success. Finally we took the benches away from the door ways and change the canned music from contemporary top forty to easy listening. The environment was slightly less friendly to them. In short time the area lost it's appeal and they moved along of their own volition. We controlled the environment, in all ways possible without being too overt. A natural attractant/repellent that is a valuable security tool.
God Bless Barry Manilow.....................He writes the songs you know.
RJ Mosca
Posted by RJ MOSCA at 09:27
