Everbridge: What's Fueling Public Distrust

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Everbridge: What's Fueling Public Distrust

  1. 1. What s What’s Fueling Public Distrust? Dr. Robert Chandler Larry Bridgesmith, Esq. University of Central Florida Lipscomb University
  2. 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. 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. 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. 5. What’s Fueling Wh t’ F li Public Distrust? Larry Bridgesmith, Esq. Lipscomb University p y
  6. 6. Why trust matters in America
  7. 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. 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. 9. Audience results
  10. 10. Comparison to 2010 Pew survey
  11. 11. Comparison to 2008 Gallup poll
  12. 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. 13. Audience results
  14. 14. Comparison to 2009 Pew survey
  15. 15. Comparison to 2005 Gallup survey
  16. 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. 17. Audience results
  18. 18. Confirmation of our distrust of business
  19. 19. Comparison to 2010 public strategies survey
  20. 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. 21. Audience results
  22. 22. No escape for media Reasons include publicized plagiarism, media contraction and partisan political pundits
  23. 23. Comparison to 2010 Edelman Trust Barometer
  24. 24. Trust matters Clearly trust matters and steps must be taken to restore trust for a civilized society to exist and prosper.
  25. 25. What’s Fueling ’ Bracing Public Distrust? for the 2010 Hurricane Season Dr. Robert Chandler University of Central Florida y
  26. 26. Restoring trustworthiness in the public sphere • Rise of skepticism and distrust • Scandals • Deception p • Generational shift • Critical popular media sources
  27. 27. Restoring trustworthiness in the public sphere • Demise of traditional authority • Messages, credibility, and repairing trust • Ethos
  28. 28. Restoring trustworthiness in the public sphere • Perceived deception vs. transparency/integrity • Communication • Motives • M t Meta-messages • Framing (spin)
  29. 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. 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. 31. What can the private (public?) do to restore their trustworthiness?
  32. 32. 2010 Edelman Trust Barometer
  33. 33. Center for the Public Trust
  34. 34. Dr. Chandler’s co-authored book
  35. 35. Incident Notification Candace Green Sr. Online Marketing Manager, Everbridge g g g 35
  36. 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. 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. 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. 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. 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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