This document discusses restoring public trust in institutions. It begins with polls showing low levels of trust in government, religious organizations, and businesses. It then explores reasons for this distrust, including scandals, perceived deception, and a rise in skepticism. The document outlines characteristics of effective communication for rebuilding trust, such as empathy, honesty, and consistency. It discusses a book on restoring public trust and the Center for Public Trust. Finally, it promotes Everbridge's incident notification solutions for communicating quickly and accurately during crises.

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
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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
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Part 2: Q&A
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4. Note:
Q&A slides are currently
available to everyone on
blog.everbridge.com
Use the Q&A
function to
submit your
questions.
questions
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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
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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
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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
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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
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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
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i di
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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
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