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Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
Everbridge:  What's Fueling Public Distrust
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Everbridge: What's Fueling Public Distrust

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  • 1. What s What’s Fueling Public Distrust? Dr. Robert Chandler Larry Bridgesmith, Esq. University of Central Florida Lipscomb University
  • 2. About Everbridge • Leader in incident notification systems • Fast-growing global company with more than 1,000 clients in more 1 000 than 100 countries • Serve the Global 2000, healthcare systems, systems state and local government government, federal government, military, financial services firms, and universities • 100% focused on incident notification solutions that merge technology and expertise 2
  • 3. Agenda Part 1: Presentation • Why the public distrusts public and private sector “voices” voices • What’s wrong with traditional and social media • How to create clear and trustworthy messages y g Part 2: Q&A 3
  • 4. Note: Q&A slides are currently available to everyone on blog.everbridge.com Use the Q&A function to submit your questions. questions 4
  • 5. What’s Fueling Wh t’ F li Public Distrust? Larry Bridgesmith, Esq. Lipscomb University p y
  • 6. Why trust matters in America
  • 7. Why trust matters in America Our culture is increasingly suspicious of the motives and methods of those i charge of i d h d f h in h f organizations of every description.
  • 8. Audience poll p How much of the time do you trust the government in Washington to do what is right? hat О Just about always О Most of the time О Some of the time О Almost never
  • 9. Audience results
  • 10. Comparison to 2010 Pew survey
  • 11. Comparison to 2008 Gallup poll
  • 12. Audience poll p How much of the time do you trust religious institutions instit tions to do what is right? hat О Just about always О Most of the time О Some of the time О Almost never
  • 13. Audience results
  • 14. Comparison to 2009 Pew survey
  • 15. Comparison to 2005 Gallup survey
  • 16. Audience poll p How much of the time do you trust business leaders to do what is right? hat О Just about always О Most of the time О Some of the time О Almost never
  • 17. Audience results
  • 18. Confirmation of our distrust of business
  • 19. Comparison to 2010 public strategies survey
  • 20. Audience poll p How much of the time do you trust print and broadcast media to do what is right? hat О Just about always О Most of the time О Some of the time О Almost never
  • 21. Audience results
  • 22. No escape for media Reasons include publicized plagiarism, media contraction and partisan political pundits
  • 23. Comparison to 2010 Edelman Trust Barometer
  • 24. Trust matters Clearly trust matters and steps must be taken to restore trust for a civilized society to exist and prosper.
  • 25. What’s Fueling ’ Bracing Public Distrust? for the 2010 Hurricane Season Dr. Robert Chandler University of Central Florida y
  • 26. Restoring trustworthiness in the public sphere • Rise of skepticism and distrust • Scandals • Deception p • Generational shift • Critical popular media sources
  • 27. Restoring trustworthiness in the public sphere • Demise of traditional authority • Messages, credibility, and repairing trust • Ethos
  • 28. Restoring trustworthiness in the public sphere • Perceived deception vs. transparency/integrity • Communication • Motives • M t Meta-messages • Framing (spin)
  • 29. Restoring trustworthiness in the public sphere Characteristics of trust building corporate communication • Empathy • Honesty (forthright) • Consistency (reliable dependable) • Trustworthiness • Ethos • Pathos •L Logos
  • 30. Restoring trustworthiness in the public sphere Effective Executive Ineffective Executive Communication Characteristics Communication Characteristics Honesty y Exaggeration gg Concise Over Dramatized Clarity Saying “No Comment” Accuracy Insensitive Remarks Precise and Literal P i d Lit l Trivialize Concerns T i i li C Correct Inaccuracies Argue Organized Attempt Humor Respectful Sarcasm Compassionate Irony Sympathetic Jargon Pleasant Too Technical Poised Speculate Articulate Lie Follow Through Alienate Concerned Evade
  • 31. What can the private (public?) do to restore their trustworthiness?
  • 32. 2010 Edelman Trust Barometer
  • 33. Center for the Public Trust
  • 34. Dr. Chandler’s co-authored book
  • 35. Incident Notification Candace Green Sr. Online Marketing Manager, Everbridge g g g 35
  • 36. Incident notification solutions address common communication challenges • Communicate quickly easily and quickly, easily, • Reduce miscommunications and efficiently with large numbers of control rumors with accurate, people in minutes, not hours, making consistent messages (3P = 1N) sure that the lines of communication are open • Satisfy regulatory requirements • Use all contact paths to reach with extensive and complete constituents wherever they are reporting of communication attempts ti f i ti tt t and two-way acknowledgements • Ensure two-way communications from recipients to get feedback from message receivers 36
  • 37. The Everbridge difference technology + expertise = empowerment t h l ti t technology + expertise = confidence technology + expertise = solution technology + expertise = your success gy p y Everbridge, the world’s recognized leader in incident notification systems, merges technology with i d t expertise t h l t t h l ith industry ti to help millions of people communicate in a crisis, manage operational incidents, and connect on a daily basis. , y 37
  • 38. Note: slides are currently Q&A available to everyone on blog.everbridge.com Use the Q&A function to submit your questions. questions 38
  • 39. Missed anything? Never fear, the recording and slides from , g today’s webinar are just a click away. blog.everbridge.com blog everbridge com Reminder Everbridge Insights webinars qualify for Continuing Education Activity Points (CEAPs) for DRI certifications. Visit www.drii.org to register your credit. i di Item Number (Schedule II): 26.1 Activity Group: A 1 Point for each webinar 39
  • 40. Communication resources Contact information White papers, literature, case studies everbridge.com/resources Larry Bridgesmith, Esq. Upcoming webinars bridgesmlw@lipscomb.edu everbridge.com/webinars 1-615-966-7145 Robert C. Chandler, PhD rcchandl@mail.ucf.edu 1 407 823 2683 1-407-823-2683 blog.everbridge.com Candace Green twitter.com/everbridge candace.green@everbridge.com d @ b id facebook.com/everbridgeinc f b k / b id i 1-818-230-9700 40

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