Intersectionality and COVID-19 - Multiple Voices and Divergent Experiences

Right now we are living a moment from which a thousand (or more) dissertations will be launched. Part of this lies in the sheer enormity of it. As we exist in a world in which we stream shows and read information at times of our own choosing, it is hard to think of grand moments of shared experiences. Major sporting leagues were the primary thing that you couldn’t ‘binge watch’ in an 8 hour stretch. You experienced them at the same time as everyone else because that was the only way to experience them. There is no such thing as a ‘spoiler alert’ with the Super Bowl. Either you watched it as it happened, or you expected to know how it turned out before you had a chance to watch the recording.

We are experiencing this moment together on a global scale. But like with a sporting event, we are not experiencing it in the same way. For a Super Bowl, some of the fans will be overjoyed at the outcome, and some will be crushed. Most will be somewhere in between. One event with many experiences based on who you are rooting for, as well as other factors too numerous to mention. We are viewing the same thing, but seeing it differently.

Therein lies the principle of ‘intersectionality.’ Developed by attorney Kimberle Crenshaw, intersectionality underscores the “multidimensionality of marginalized subjects lived experiences.” It was first conceptualized around how race and gender intersect with one another, leading to Black women having unique experiences related to other women. Thus, intersectionality is born out of Black feminist thought through the ages. While all women may experience marginalization, they experience it differently relative to their social class, their race, their geography, etc.

We all live intersectional lives, with a range of socio-economic characteristics create unique experiences for each of use, with generalizable patterns rooted in abstract categories like “gender” or “Gen Z.” Go slightly beyond these categories, and you get into the weeds of divergent experiences. However, we are not all marginalized. Our intersectionality may manifest as a unique type of privilege versus marginalization. Therefore, to properly apply intersectionality, we need to focus on what marginalization looks like across different voices.

The silencing of divergent experiences can have dire impacts. From a public policy perspective, it can lead to social policy that does not take into account the most at risk constituencies because we are not aware of their needs. From an organizational policy perspective, it can lead to decisions which alienate workers and customers alike, making it harder for them to do their jobs and access your services. In both cases, this can be addressed by not only hearing the voices from a range of experiences, but listening to those voices. The next step would be to invite those voices to be part of the decision making process. You can’t necessarily make decisions that are best for everyone in the same way. But you can have a process in which those voices felt heard.

Here are some steps that you can take:

1.       Toss out the old metrics: Your performance estimates and benchmarks likely no longer hold. Invite your staff and customer to establish new benchmarks for the next two weeks to one month time frame.

2.       Invite feedback: Set up direct lines of communication to get an enterprise-wide view of what is being experienced in real-time. Part of this may be your existing dashboard, but it is also conversations. Those check-ins show you care. Make sure you use them.

3.       Act on it: Listening to your employees and customers is one thing; acting on their voices are another. Special accommodations for different groups may need to be made. Trying to be ‘fair’ through a one-size-fits-all approach can in fact be marginalizing in significant ways.

4.       Be flexible: Rigid protocols are built for normal times. In unique times, those will likely need to be tossed out the window. While you don’t want a free-for-all, you do want to be flexible as things are figured out in real time.

5.       Set up a lessons learned infrastructure: Dramatic times can present opportunities for experimentation, creativity, and innovation. Set up a system to capture those success and learn from them.

We are living in a moment that matters, but differently for different groups. Asian Americans may feel threatened not just from a virus, but from the micro-aggressions of those around them. Workers who have children with special needs are going to face an extremely tough time having children at home who rely on regular schedules and structured school time. Customers who suffer from anxiety or other mental health issues need more reassurance and hand-holding. Managers whose livelihood depends on quarterly numbers are going to need accommodations spelled out to reassure them in their positions.

Use the concept of intersectionality to drive your organizational and community response in order to take steps to best get through this historical time.