Embed Size (px)
Citation preview
What’s Fueling Public Distrust?What s Fueling Public Distrust?
Dr. Robert Chandler Larry Bridgesmith, Esq.University of Central Florida Lipscomb UniversityUniversity of Central Florida Lipscomb University
About Everbridge• Leader in incident notification systems
• Fast-growing global company with more than 1 000 clients in moremore than 1,000 clients in more than 100 countries
• Serve the Global 2000, healthcare systems state and local governmentsystems, state and local government, federal government, military, financial services firms, and universities
• 100% focused on incident notification100% focused on incident notification solutions that merge technology and expertise
2
Agenda
Part 1: Presentation• Why the public distrusts public and private sector “voices”• Why the public distrusts public and private sector voices
• What’s wrong with traditional and social media
• How to create clear and trustworthy messagesy g
Part 2: Q&A
3
Note: slides are currently available to everyone on
Q&Aavailable to everyone on blog.everbridge.com
Use the Q&A function to submit your questionsquestions.
4
Wh t’ F liWhat’s FuelingPublic Distrust?
Larry Bridgesmith, Esq.Lipscomb Universityp y
Why trust matters in America
Why trust matters in America
Our culture is increasingly suspicious of the i d h d f h i h fmotives and methods of those in charge of
organizations of every description.
Audience pollpHow much of the time do you trust the government in Washington to do hat is right?in Washington to do what is right?
О Just about always
О Most of the timeО Most of the timeО Some of the timeО Almost never
Audience results
Comparison to 2010 Pew survey
Comparison to 2008 Gallup poll
Audience pollpHow much of the time do you trust religious instit tions to do hat is right?institutions to do what is right?
О Just about always
О Most of the timeО Most of the timeО Some of the timeО Almost never
Audience results
Comparison to 2009 Pew survey
Comparison to 2005 Gallup survey
Audience pollpHow much of the time do you trust business leaders to do hat is right?leaders to do what is right?
О Just about always
О Most of the timeО Most of the timeО Some of the timeО Almost never
Audience results
Confirmation of our distrust of business
Comparison to 2010 public strategies survey
Audience pollpHow much of the time do you trust print and broadcast media to do hat is right?broadcast media to do what is right?
О Just about always
О Most of the timeО Most of the timeО Some of the timeО Almost never
Audience results
No escape for media
Reasons include publicized plagiarism, media contraction and partisan political punditscontraction and partisan political pundits
Comparison to 2010 Edelman Trust Barometer
Trust matters
Clearly trust matters and steps must beClearly trust matters and steps must be taken to restore trust for a civilized society to exist and prosper.
’Bracing for the 2010 Hurricane Season
What’s FuelingPublic Distrust?
Hurricane SeasonDr. Robert ChandlerUniversity of Central Floriday
Restoring trustworthiness in the public sphere
• Rise of skepticism and distrust
• Scandals
• Deceptionp
• Generational shift
• Critical popular media sources
Restoring trustworthiness in the public sphere
• Demise of traditional authority
• Messages, credibility, and repairing trust
• Ethos
Restoring trustworthiness in the public sphere
• Perceived deception vs. transparency/integrity
• Communication
• Motives
M t• Meta-messages
• Framing (spin)
Restoring trustworthiness in the public sphere
Characteristics of trust building corporate communication
• Empathy
• Honesty (forthright)
• Consistency (reliable dependable)
• Trustworthiness• Ethos
• Pathos
L• Logos
Restoring trustworthiness in the public sphereEffective ExecutiveCommunication Characteristics
Ineffective ExecutiveCommunication Characteristics
Honesty Exaggerationy ggConcise Over DramatizedClarity Saying “No Comment”Accuracy Insensitive RemarksP i d Lit l T i i li CPrecise and Literal Trivialize ConcernsCorrect Inaccuracies ArgueOrganized Attempt HumorRespectful SarcasmCompassionate IronySympathetic JargonPleasant Too TechnicalPoised SpeculatePoised SpeculateArticulate LieFollow Through AlienateConcerned Evade
What can the private (public?) do to restore their trustworthiness?their trustworthiness?
2010 Edelman Trust Barometer
Center for the Public Trust
Dr. Chandler’s co-authored book
Incident Notification
Candace GreenSr. Online Marketing Manager, Everbridgeg g g
35
Incident notification solutions address common communication challengescommon communication challenges
• Communicate quickly easily and • Reduce miscommunications and• Communicate quickly, easily, and efficiently with large numbers of people in minutes, not hours, making sure that the lines of communication
• Reduce miscommunications and control rumors with accurate, consistent messages (3P = 1N)
are open
• Use all contact paths to reach constituents wherever they are
• Satisfy regulatory requirementswith extensive and complete
ti f i ti tt tconstituents wherever they are
• Ensure two-way communicationsto get feedback from message
reporting of communication attempts and two-way acknowledgements from recipients
to get feedback from message receivers
36
The Everbridge difference
t h l + ti t
The Everbridge difference
technology + expertise = empowerment
technology + expertise = confidence
technology + expertise = your success
technology + expertise = solution
gy p y
Everbridge, the world’s recognized leader in incident notification t t h l ith i d t ti t h lsystems, merges technology with industry expertise to help
millions of people communicate in a crisis, manage operational incidents, and connect on a daily basis., y
37
Note: slides are currently available to everyone onQ&A available to everyone on blog.everbridge.com
Q&A
Use the Q&A function to submit your questionsquestions.
38
Missed anything?Missed anything?
Never fear, the recording and slides from , gtoday’s webinar are just a click away.
blog everbridge com
Reminder
blog.everbridge.com
Everbridge Insights webinars qualify for Continuing Education Activity Points (CEAPs) for DRI certifications. Visit www.drii.org
i dito register your credit.
Item Number (Schedule II): 26.1Activity Group: A1 Point for each webinar
39
1 Point for each webinar
Contact informationCommunication resources
Contact information
Larry Bridgesmith, Esq.
White papers, literature,case studieseverbridge.com/resources
Upcoming [email protected]
Upcoming webinarseverbridge.com/webinars
Robert C. Chandler, [email protected] 407 823 2683
Candace Greend @ b id
blog.everbridge.comtwitter.com/everbridgef b k / b id [email protected]
1-818-230-9700facebook.com/everbridgeinc
40
