President Ronald Reagan had a great trust phrase: "Trust, but verify". Israeli Prime Minister Benjamin Netanyahu, an admirer of Reagan, put it differently: "Don't trust. Verify."
The foundation of every reputation is trust. In a crisis, all communications actions should have one aim: to restore and build long term trust in the company or organisation.
How are reputations verified? The answer, of course, is not in what you or your company says. It is in how you behave.
If you wish to be more trusted, you must behave, always, in ways that will cause you to be trusted. You can never take a vacation from the business of building trust. What you say is important, but how you behave is more important.
It's been the lesson of the financial crisis. Many have not understood that the issue of bonuses, for example, is one on which reputations will be judged and trust verified - or not.
There's no sign that most banks and other financial institutions understand this.
We have a great example this weekend of someone who has spent a lifetime exhibiting the kind of consistent behaviour that causes high public trust. The Queen's Diamond Jubilee is a moment for the public to express their admiration for one of a small number of public figures that are truly trusted today.
(Posted from Singapore)
The foundation of every reputation is trust. In a crisis, all communications actions should have one aim: to restore and build long term trust in the company or organisation.
How are reputations verified? The answer, of course, is not in what you or your company says. It is in how you behave.
If you wish to be more trusted, you must behave, always, in ways that will cause you to be trusted. You can never take a vacation from the business of building trust. What you say is important, but how you behave is more important.
It's been the lesson of the financial crisis. Many have not understood that the issue of bonuses, for example, is one on which reputations will be judged and trust verified - or not.
There's no sign that most banks and other financial institutions understand this.
We have a great example this weekend of someone who has spent a lifetime exhibiting the kind of consistent behaviour that causes high public trust. The Queen's Diamond Jubilee is a moment for the public to express their admiration for one of a small number of public figures that are truly trusted today.
(Posted from Singapore)
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