Summary of the video

• Mention brands when they do something positive to create positive reinforcement and recognition.

• Avoid mentioning brand names of organizations when the experience was negative.

• Negative experiences can still be used as inspiration for better serving people, but it's not necessary to mention the brand name.

• Reformulate information taken from books instead of quoting directly for legal and understanding purposes.

• Reformulating content helps ensure understanding and allows for summarizing in one's own words.

Video transcript

This transcript was generated using Descript. So it might contain some creative mistakes.

What are ethical considerations for building a service design principles library? I would say the first thing is mention brands when they do something, right? Because this helps create some positive reinforcement. Whenever I'm in an experience that I find inspiring and I write about it, then I mention where it was, what was the brand, because I think People should know that this is a company that is doing good stuff.

And if the company one day reads about it, they will say, Oh, our work gets noticed. That's really cool. It was worth to do it. It's probably a bit of a positive reinforcement. But on the other side, I would suggest that you never mention the brand names of the organizations where the experience wasn't as good.

Sometimes negative experiences are really inspiring to find. Principles on how to better serve people, and that's good, but in these moments I wouldn't be at it and mention the brand name, because you don't know if this was just a specific day where things got out of hand, there is no need to think about it.

It's just one of my ideas, whenever people do something great, be very public about it, whenever people do something bad, use it as a learning experience, but don't. Another thing from the kind of ethical maybe even legal side is don't quote directly what you take from books but reformulate it. It's great first for some legal reasons.

If you then want to get your stuff published it's going to make your life a bit easier because you don't have to ask for requests to use But maybe the even better reason is it forces you to see if you really understood the content that you're taking from other people, because by reformulating it, you really think, okay, did I understand it correctly?

Because if I can understand it correctly, I can summarize it in my own words. And that's a good test that I have for myself. Whenever I have a quote that I find interesting that I can't re formulate it, maybe it means that I didn't re get it, and that I just liked how it sounded.

My two cents summarised in a list

1. Positive reinforcement: Mention brands when they do something right.

2. Don't be a dick: Don’t mention brands when they do something wrong.

3. Don’t quote but reformulate: It's good for legal and good to verify you understood.

A community question

This question was part of the fifth Service Design webinar: The Power of Principles. You can rewatch the full webinar for free with all the show notes and slides.

✨ Made with assistance of AI.

The transcript of the video was made using Descript, and the summary was made by using Notion.ai and the automated transcript with the prompt: "Make a summary with bullet points"