The Trust Economy

PowerPoint Presentation

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lehmann collapse croppedTrust

Trust Tension

Trust

ceo credibility

Trust is the New Currency

50%The next stage in the evolution of new media is the trust economy. Whereas conversations served as the currency of social media, conviction, credence and value serve as the market for trust economics.

Brian Solis, December 9, 2009

576009_377921155584510_189933871049907_1011720_1798832656_nIABC book cover 4Caring Economy book coverhttp://cdn.briansolis.com/wp-content/uploads/2009/12/20091128-esm2ttpnnrs68scweshnj8r2i8.jpg

What is a Crisis?

A show-stopping, people-stopping, product- stopping, country-stopping event

Media spotlight is firmly on you, your brand, your response

Significant business interruption

Single moment in time

ALL crises have TRIGGERING events

CrisisSymbol.gif

crisis.jpg

Good Egg

The Good

bad egg10 The Bad
and
The UglyParchmentTrellisSPLAT!

mccain maple leaf.jpg

rudy-giuliani-ground-zero-.jpgRoll CallKenneth Cole4 croppedmurdoch.jpgtony_hayward_440.jpgmccain maple leaf.jpgdimon - croppednaoto_Kan

Characteristics of Trust in a Crisis

Fall in love with We

Practice Head and Heart

Act swiftly and with compassion

Heart-and-Head.jpg

Rudy Giuliani:
Mayor of the World

Tomorrow New York is going to be here. . . we're going to rebuild and . . . be stronger than we were before . . . I want the people of New York to be an example to the rest of the country and the rest of the world, that terrorism can't stop us. . .

guilianiGood Egg

New York City Mayor, in 2001

Michael McCain:
Deepest and Sincerest Sympathies

McCain photoGood Egg

. . . Our best efforts failed and we are deeply sorry.

Maple Leaf FoodsPresident, in 2008

Anna Bligh:
Crying for Queensland

We are Queenslanders . . . Were
the people they breed tough of the
border. Were the ones that they
knock down and we get up again.
It might be breaking our hearts,
but it will not break our will.

Ex-Premier, Queensland, Australia, in 2010

http://www.youtube.com/watch?v=rq6-CBje2_M

Good Egg

oily waterTony Hayward.htmTony-Hayward-006.jpg Were sorry for the massive disruption its
caused. Theres no one who wants this over more than I do. I would like my life back.BP logo Tony Hayward

SPLAT!

His empire in hot
water, the media mogul insisted he was not aware of or responsible for the widespread hacking that took place at the companys . . . News of the World tabloid.
Politico, July 19, 2011

Rupert Murdoch.jpgThis is the most humble day of my life.

SPLAT!

Rupert Murdoch

. . . Obviously
it puts egg on
our face and we
deserve any
criticism we get, so feel free to give it to us. Well probably agree with you.

Jaime Dimon
CEO, JPMorgan Chase

Egg on
the Facedimon

Former Japanese Prime Minister Naoto Kans. . . government kept the meltdown secret from the Japanese public.

. . . crisis was compounded by human folly . . . before and after the tsunami hit.

Fukushima explosion Fukushima!naoto_Kan730 on YouTube
March 14, 2012

http://www.youtube.com/watch?v=5NTCcruJsPE

Kenneth Cole

Arab Spring1Kenneth Cole1ParchmentTrellisSPLAT!

Why Some Leaders Shine

Unconditional honesty from start

The number of casualties . . . will
be more than any of us can bear.

Excellent communication skills

Perfect mix of shared grief and consuming anger, la Churchill

Good Egg

. . . And Others Shame

bad egg10Obfuscation

"The Gulf of Mexico is a very big ocean . . . . The volume of oil . . .
we are putting into it is tiny in relation to the total water volume.

Blame game

"This was not our accident . . . This was not our drilling rig . . . This was Transocean's rig, their systems, their people, their equipment."

Essential Characteristics

Authenticity

Compassion

Courage

Integrity

Sensitivity

Good Egg

So what does this all mean for YOU?

question-mark.jpg

From One of Our OwnCompanies that help their employees tell their corporate story, in blogs and social media, will be trusted more than those who just use traditional corporate communications resources such as press releases and corporate news sites.

netherlands flagSteve Seager
President, IABC Dutch Chapter
January 25, 2012

Six Things YOU Can Do

courage 1Know the end game

end gameBe courageous

Build dollars in the
trust bank

Six Things YOU Can Do

microphonesTrain and test your
spokesperson

Advocate one voice,
many people

chorusfrontline2Six Things YOU Can Do

Encourage training of front line leaders

Yet More

Practice Radical Transparency

Honor International Trust Day
3 May every year

Become very expert at what you do and how you share your expertise

Good Egg

Resources

http://www.awpagesociety.com/insights/executive-summary

http://www.awpagesociety.com/insights/trust-report/

http://www.caringeconomy.org/

http://entente.com.au/idotoverview.aspx

http://www.reputationinstitute.com/thought-leadership/global-reptrak

Parting Thought

Brad Shaw, Home Depot
Arthur W. Page Society: Building Belief

50%

Actions are the new words. We have a responsibility to educate the enterprise about how behaviors and actions play in an environment that is ultimately transparent.

www.crisismanagementbook.com@janejordanmeier (Twitter) [email protected] Four Highly Effective Stages of Crisis Management:
How to Manage the Media in the Digital AgeAustralia: + 614-14 645 507
USA: +1-707-386-9864Jane Jordan-Meier

Thank You!Do connect.

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C:\Users\cherrick\Desktop\Be Heard short.pngBlood on the floor or name adored: The role of trust in a crisis

Jane Jordan-MeierJane Jordan & AssociatesFairfield, California, USA

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C:\Users\cherrick\Desktop\Be Heard short.pngBlood on the floor or name adored: The role of trust in a crisis

Jane Jordan-MeierJane Jordan & AssociatesFairfield, California, USA

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The Trust Economy

Business

Transcript of The Trust Economy