Service principles for the postmodern news organisation
Service principles encapsulate the way a service creates, captures and sustains value for customers and shareholders.
They’re a useful benchmark in making decisions in unfamiliar territory, (eg. ‘‘Should we retain a proprietary or open service platform?’. ‘Does this process deliver value to the customer or simply make life easier for the business?’, ‘What limit should we place on advertising that interrupts the customer experience?).
This is a remade set of service principles we originally created for a client, a specialist financial newspaper behind a paywall (hence the first and second in the list, which we shouldn’t get too hung up about) and which we’ve since adapted quite heavily to work for a generic organisation we’ve called The Newspaper embarking on the treacherous journey from industrial to post-modern media.
