iiinova — where your digital self keeps evolving

Reposted by Sarah Drummond

The School of Good Services @theschoolofgood.bsky.social · 01/10/2026

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

Bold black headline on a peach background reading "Design your infrastructure or your infrastructure will design you," urging proactive planning of systems and processes.

Sarah Drummond @rufflemuffin.bsky.social · 30/09/2026

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

Whats app conversation:

After asking to get back on dates, an AI whatsapp bot replies: Hi Sarah! I'd be happy to help you find a time for our team to visit.
To get started, what kind of electrical service do you need? We offer things like *Emergency Electrician* call-outs, *EICR inspections*, and *EV Charger* installations.
Let me know what you're looking for!

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Reposted by Sarah Drummond

The School of Good Services @theschoolofgood.bsky.social · 29/09/2026

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

Promotional poster for a 2‑day Service Design Leadership course on a blue background, left shows the course title and a black vertical abstract pattern, right displays a testimonial praising renewed energy, inspiration and confidence with stronger strategy and new tools.

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Sarah Drummond @rufflemuffin.bsky.social · 28/09/2026

Yeh I mean legally you have a right to photograph people but the lens pointed directly at us - twice I did ask to be deleted and he walked off saying he’ll delete it but didn’t show me. Not ok. If you’re going to prominently feature people you’re pointing at, I’d say ask.

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Sarah Drummond @rufflemuffin.bsky.social · 28/09/2026

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?

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Sarah Drummond @rufflemuffin.bsky.social · 28/09/2026

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?

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Sarah Drummond @rufflemuffin.bsky.social · 26/09/2026

It’s so hard isn’t it, LinkedIn really is now the only engagement I have when it comes to work or sharing things I’d want to get people to look and care about. But it’s a weird malaise of competing uses now.

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Sarah Drummond @rufflemuffin.bsky.social · 25/09/2026

I understand totally it’s a helpful tool and a form of masking too. It’s just hard when it sort of doesn’t get to the heart of any meaningful interaction or even step forward just a sort of impasse or a ‘here’s the thing’ vibe. I just hear Californian meditation dude voice in my head 😜

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Sarah Drummond @rufflemuffin.bsky.social · 25/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 25/09/2026

mmhmmm. EVERYONE seems to be doing it. Total removal of executive function and avoidance of dealing with anything slightly difficult.

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Sarah Drummond @rufflemuffin.bsky.social · 25/09/2026

Ha, good idea. I'm thinking of some basic AI principles for working with me that I agree/don't agree to in our mutual contract would be a good starting point.

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Sarah Drummond @rufflemuffin.bsky.social · 25/09/2026

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

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

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

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Reposted by Sarah Drummond

Lou Downe @loudowne.bsky.social · 24/09/2026

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...

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

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...

section28justice.co.uk

Sign Our Pledge — Section 28 Justice Coalition

Sign the Section 28 Justice Coalition pledge and stand against LGBTQ+ censorship.

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 24/09/2026

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...

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Sarah Drummond @rufflemuffin.bsky.social · 23/09/2026

Did you ever read Amusing ourselves to death by Neil Postman? I think about that book alot when I think about change in communication medium and what it means www.goodreads.com/book/show/74... Covers printed medium to television but feels very relevant to every new tech/info medium

goodreads.com

Amusing Ourselves to Death: Public Discourse in the Age…

Television has conditioned us to tolerate visually ente…

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Sarah Drummond @rufflemuffin.bsky.social · 23/09/2026

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!

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Reposted by Sarah Drummond

Lou Downe @loudowne.bsky.social · 22/09/2026

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)

Person in a white shirt, bright green tie and socks sitting between two green chairs, holding a whiteboard that reads "BAD SERVICES" to convey a negative review of service.

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Reposted by Sarah Drummond

Helen Simmons (She/Her) @littlehen.bsky.social · 21/09/2026

Doing interesting work in service design? Would you like to share it with researchers, practitioners, educators & students in Newcastle upon Tyne at #ServDes2027 #DesigningInTheShadows? Full Papers due 15 Nov, Other Submissions: 1 Dec #PhDSky #AcademicSky #DesignSky #ServiceDesign

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

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

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

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...

youtube.com

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

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?...

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

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

youtube.com

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

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?!

Two people standing with old phones held up to their ears in blck coats. One has short hair wit glasses, the other medium length hair

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

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/...

science.org

Sycophantic AI decreases prosocial intentions and promotes dependence

Despite 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...

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Sarah Drummond @rufflemuffin.bsky.social · 17/09/2026

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...

theguardian.com

Black 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 ...

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Sarah Drummond @rufflemuffin.bsky.social · 15/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 15/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 15/09/2026

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.

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Sarah Drummond @rufflemuffin.bsky.social · 15/09/2026

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?

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Sarah Drummond @rufflemuffin.bsky.social · 15/09/2026

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

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Sarah Drummond @rufflemuffin.bsky.social · 15/09/2026

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

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Sarah Drummond @rufflemuffin.bsky.social · 15/09/2026

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...

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Sarah Drummond @rufflemuffin.bsky.social · 14/09/2026

Love that feature, thank you so much

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Sarah Drummond @rufflemuffin.bsky.social · 14/09/2026

Thank you. I couldn’t find that nudge/prompt for alt text - do you know what it’s called? Try my best but sometimes slip up! Be helpful to be nudged

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Sarah Drummond @rufflemuffin.bsky.social · 13/09/2026

I usually do so apologies if I forgot this time. I’ll turn the toggle on - didn’t know that was a feature. Thanks.

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Sarah Drummond @rufflemuffin.bsky.social · 13/09/2026

Puppies you say? I'm still collecting puppy videos. If you have some, or a friend or family member has some and want their puppy (or dog) featured, would love to have them. All dogs/puppies credited. puppiesforlucky.netlify.app If faff on the URL, just DM me to email them to me

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Sarah Drummond @rufflemuffin.bsky.social · 10/09/2026

I feel like there’s a whole set of really basic - platform agnostic and free solutions for rural everyday challenges that could be open sourced Lots of rural daily life patterns

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Sarah Drummond @rufflemuffin.bsky.social · 10/09/2026

So now I think we’re going to run our own rural digital hack to build some small tools and designs for commons challenges and opportunities

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Sarah Drummond @rufflemuffin.bsky.social · 10/09/2026

Saw a pattern of people typing closed and open and people asking on the what’s app So just thought build something that replicates this behaviour The fun thing is - someone after got in touch about their dog kennels and was like… so we need some help tracking our dog kennels can you help

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Sarah Drummond @rufflemuffin.bsky.social · 10/09/2026

Getting that small joy when something you built really is used by people and quickly I built a tracker for our main road in and out of our village It’s closed on and off due to major works, with a lack of clear information from various public bodies. People started using it immediately

A small micro webpage that shows if the road is open or closed

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