Sarah Drummond

15 Nov 2024

Hello, lots of lovely new people here. I'm Sarah, I do a few things 1. I make films. I'm currently making my first feature doc on Section 28 called Don't Say Gay at anthrobricolage.com 2. I write about how the world is designed and services as materials sarah-drummond.com/full-stack-s...

Sarah Drummond reposted

Nexer_Digital

@nexerdigital.com

🔥Big announcement to start the week... Camp Digital is back, and our early bird tickets are now available! Join us on Thursday 13th May as we celebrate 15 years of bright ideas and sparking connections. Book your tickets and learn more: www.nexerdigital.com/camp-digital...

Yesterday was my last in person day as a board member of Loch Lomond and Trossachs National Park A privilege to serve there, and do lots of interesting systems x design work for 8 years+ I’ll write more up at the end of the month when I officially leave but for now, goodbye, it was such a joy

democrata.esMore than half a million Italians are calling to overturn the law that restricts sexual education in classrooms.More than 576,000 people have signed in Italy to promote a referendum that aims to repeal the law promoted by the Minister of Education, Giuseppe Valditara. The regulation prohibits certain activities...

Some other nice news. More than 1/2 million Italians have signed petition to overturn 'Valditara' law which regulates family consent for school activities related to sexuality Lots of nuance in the law but TL:DR makes it hard to discuss/include in curriculum www.democrata.es/en/internati...

With that many signatures, it can trigger a sort of referendum to get rid of it. It's only be in place since July 1st The asking for consent from parents for discussions in the classroom means that it's likely those at home who need support on LGBTQ+ identities are likely not to receive it

ilga-europe.orgHungary repeals anti-propaganda law | ILGA-EuropeILGA-Europe welcomes that the Hungarian National Assembly voted yesterday to repeal the anti-LGBTQI provisions introduced by the 2021 propaganda law. The new legislation is a narrow implementation of ...

Some good news. Hungary's Section 28 style law banning promotion of LGBTQ+ representation in schools/media etc is being repealed www.ilga-europe.org/news/hungary...

good.servicesShort-term thinking does not fix long-term problems — Good ServicesWhether we call them ‘wicked’ or ‘sticky’ problems, they’re ones that take years to make an impact on and involve multiple organisations collaborating to overcome. As such, because they’re not urgent,...

@loudowne.bsky.social wrote down some short thoughts on how short-term thinking does not fix long-term problems good.services/writing/short-term-thinking-does-not-fix-long-term-problems

Reread this - I meant ‘and I’

Folks - how do we feel about being contacted on Linkedin messages when there is an email address on your website/company website to get in touch? Give me your spice...

medium.comProactive agents that people can rely onThis year we’ve been a partner in the Government Digital Service’s AI Studio, helping the team to explore where AI agents might fit into…

Really enjoyed this from @projectsbyif.bsky.social 'Proactive agents that people can rely on' medium.com/writing-by-i... Chiming with lots of similar thinking and advice I'm giving based on evidence out there around users trusting their agents by having oversight of plans

The School of Good Services

Been re-designing some of my service design training and how we're designing for 2 users, human and agents We should be considering at every step of a service Rules (what agents can/can't do), Data (access to/added value), Approvals, Human handoff points and proof/evidence

Sarah Drummond reposted

@theschoolofgood.bsky.social

That's a wrap on Season 1 of Bad Services 🎙️ 12 episodes all about bad services: → How to spot one → Where to start fixing it → What that work actually looks like → Why organisations end up delivering bad services in the first place good.services/badservicesp... What should we dig into next?👇

Sarah Drummond reposted

Lou Downe

@loudowne.bsky.social

At the Bad Services Corporation we have 15 principles of Bad Service Design. Principle #3: A bad service does not explain its purpose If you want to implement this principle, make sure you’re extremely vague about what your service does Company Induction: good.services/writing/a-ba...

Sarah Drummond reposted

The School of Good Services

@theschoolofgood.bsky.social

Design your infrastructure or your infrastructure will design you good.services/writing/desi...

The School of Good Services

AI is going to lose small businesses work. Hiring an electrician (I've used before). They've plugged AI to their Whatsapp. 100% know trade admin is hard to balance. But, day 3, and stuck in a loop of trying to book a call out after explaining on day 1 the issue and the AI saying they'd check dates

Sarah Drummond reposted

@theschoolofgood.bsky.social

Due to popular demand, we've added some NEW courses to the end of 2026 at the School of Good Services There is a NEW 'Service Design Leadership' course taking place on November 24th and December 1st and NEW Stakeholder Leadership course on the 26th November All courses on good.services/courses

Sitting in outside cafe in Kings Cross. Photographer around. 3m from us, takes a photo. When I looked up first time down his lens, he turns away Comes back, then lens pointed RIGHT at us. Asked if he took a photo of us-he said no just the cafe.. What would you do? Ask to be deleted? Leave it?

p.s He walked off, holding camera after I clocked him. Also I know my lenses and that was right on us, not the general cafe. How do you feel about this?

Re-thinking how I wrote this sentiment this morning. I've no problem with an AI based tool helping to correct/tweak some grammar But don't ask it to produce the entire content of your communication when you will be interacting with another human. Y'all just sounding the same.

Sarah Drummond@rufflemuffin.bsky.social

Very worn down by folks writing their emails with AI. It’s SO see through. The big giveaway is the last line of every paragraph is a sort of fence sitting reasoning Remember AI is totally sycophantic, even the devs can’t work out why. It’s stopping us from talking like humans to each other

Algorithms are whack these days, specially on Linked-in. When I've posted a pedantic post about some niche thing in service design that's got an opinion it's had 10000+ views. When I post about core human rights stuff and call to action <500

Sarah Drummond reposted

Lou Downe

@loudowne.bsky.social

Season 1 of the Bad Service Podcast comes to an end today. In episode 13, we talk about the statement we often use: Service design is 10% design, 90% creating the conditions for design to happen. good.services/badservicesp...

Today is the last day to tell the Government you want to hear the voices of LGBTQ+ people impacted by Section 28, a law that banned the promotion of homosexuality from 1988-2003 petition.parliament.uk/petitions/76...

petition.parliament.ukPetition: Launch a public inquiry into the impact of Section 28 on LGBTQ peopleWe call on the Government to launch a public inquiry into the impact of Section 28 of the Local Government Act (1988) which specified that Local Authorities could not intentionally promote, through ma...

Petition link in the comments. petition.parliament.uk/petitions/76...

section28justice.co.ukSign Our Pledge — Section 28 Justice CoalitionSign the Section 28 Justice Coalition pledge and stand against LGBTQ+ censorship.

If you want us to keep you updated beyond our petition, sign our pledge which I'll link to in the comments. section28justice.co.uk/coalition/pl...

We think it's important to have that reviewed, on public record, and by the Government. So sign the petition and share it directly with people today as our petition closes.

We are working hard in the background of this petition and the alternative routes available to us that achieve our aims like a public inquiry could but for now, on our last day, please share the petition far and wide and encourage signatures.

I know 100,000 was a tall order for signatures, but the more people signing the more we can show the Government we want to hear the voices of those impacted and on record, we want an apology for this law and we want a commitment to tackle censorship of LGBTQ+ people in public life.

There are facts that haven't been heard in the public domain, in a clear way that highlight how Section 28 came into being. Lessons that can be learned about how censorship creeps into public policy and laws.

Ireland/Dublin @loudowne.bsky.social is doing a mini book launch event with @ncad-ireland.bsky.social design labs on the 7th October in the evening. Tickets in the post below!

The School of Good Services@theschoolofgood.bsky.social

Ireland, this is for you On Wednesday 7th October I'll be launching Bad Services in partnership with NCAD Design Labs in Dublin. We'll be talking about Bad Services, and I'll be joined by Irish design and education voices on the night. www.eventbrite.ie/e/bad-servic...

Sarah Drummond reposted

Lou Downe

@loudowne.bsky.social

22 Sept

Bad Services is out internationally today! To celebrate I'm hosting two conversations on local time zones. I thought I'd give time for the book to get out there, and then discuss your reflections and questions on the themes in the book (1/1)

Doing research for my film on free archive around Labour being elected in 1997 for a scene Found their political broadcast www.youtube.com/watch?v=gi5j... Just so fascinated of difference in my life time (I was around 11) parties moving from 'hope' to 'hate' centric campaigning in 25 years

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But now campaigning is either full of hate and othering, or having to campaign against that directly, or speak to how you will manage the concerns of people being fed hate Or, things are tough, we know... or like a sort of Blue Planet ripoff with orchestral music www.youtube.com/watch?v=KVOS...

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Just so fascinating. Like being transported directly back to a feeling of 90s nostalgia and future hope.

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Like - I'm not saying it's a great campaign advert but just was totally brought back to that feeling of the time, that song, being young growing up with some hope about the future - like go to uni, you'll get a job etc Maybe this is just my rose tinted 11 year old glasses at the time?...

Jeesh, that song, it literally must be in the bones of every person growing up around that time and election that says UK whether you voted Labour or not... it literally says 90s, UK.

Barcelona... Going to be running a workshop with @loudowne.bsky.social on Bad Services and how to fix them with @theschoolofgood.bsky.social on 17th October Tickets: sddisrupted.org/satellite-wo... It's part of Service Design Disrupted Conference Come?!

science.orgSycophantic AI decreases prosocial intentions and promotes dependenceDespite rising concerns about sycophancy—excessive agreement or flattery from artificial intelligence (AI) systems—little is known about its prevalence or consequences. We show that sycophancy is wide...

Feel like there's a new phrase needed from 'read between the lines' to 'try and figure out the original prompt' so I can understand someone's sentiment and POV when they email me, cos it's all AI. What's it doing to us? Sycophantic AI decreases prosocial intentions www.science.org/doi/10.1126/...

theguardian.comBlack Box: The Chatbots | The Guardian<p>People are becoming convinced they have made scientific breakthroughs, cured diseases or invented new technologies using AI chatbots. What does this reveal about a technology now used by more than ...

A new technology used by over 1 billion people. What's the impact on people and our relationships with chatbots? Really enjoying this season of Black Box from @theguardian.com Some harrowing stories, + good but alarming context about pace of tech>product>users www.theguardian.com/technology/s...

Big Gov departments with multimultimulti million pound budgets. Go on, if you want a speaker who's doing interesting things to teach your staff, maybe set aside a little budget for offering to folks to speak who are self employed? 'Good Opportunity' for you only goes so far...

And if there is no budget or compensation, just say it at the start. I think I've said this before, but worth repeating. Saying in particular on the behalf of some people I've supported to ask for money in return for their time and expertise.

Also note to self, historically, I've not always followed my own rules but I've tried as much to instill them ongoing re: setting out fees. Perhaps been lazy with friends/close work peers too as it's done in good spirit. But generally, make it clear either way. Pay, no pay etc.

But not when you regularly host external speakers who speak to 100s of your staff, it might be something worth considering. I've found myself always awkwardly asking first, is this opportunity paid?

And days go by whilst folks scramble to find the right words to say sorry, it's not. If you are a talk organiser on the regular, go back and ask your leaders for budget to get good speakers in and to respect folks time.

No specific sub tweet, just a recurring pattern I think we need to take a step back and think about the fact when someone shows up to speak, not even including prep and travel time, that this person has invested in their own knowledge development, projects and thinking unpaid in their own time

Of course there is always 'opportunity' and if you think you are standing in front of an audience who then might 'buy' something from you (e.g a course, a consultancy service) I get it. Or if it's in spirit of sector development, I get it