Leadership, reputation and trust in an era of total transparency

Leadership, reputation and trust in an era of total transparencyJonathan Hemus, Insignia CommunicationsMarch 2012

The new context for leadership and reputation

Lack of trust

Death of deference

Greater scepticism

Increased transparency

Expectation of swift and expansive communication

A loss of control

Demand for authenticity

Lack of trust

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Death of deference

“There are two trends: decline in deference and the rise in the importance of word of mouth. People have a much lower level of deference in experts [and] in government information. They are much more convinced by independent information and word of mouth.

“Spin is a huge issue for people. It comes up spontaneously in a way it wouldn't have done a few years ago”

IPSOS MORI research, 2007

“Rather than risk alienating millions of social media users by trying to turn it off (which I’m not sure is even possible) surely the way to address social media is to better understand it, and look at ways to use it to our benefit”Superintendent Mark Payne, West Midlands Police

Death of deference

Greater scepticism

Increased transparency

A loss of control

“What the hell did we do to deserve this?April 29, 2010 ”

“The first thing to say is I’m sorry… we’re sorry for the massive disruption it’s caused their lives. There’s no-one who wants this over more than I do. I would like my life back.May 31, 2010

“The Gulf of Mexico is a very big ocean... the amount of volume of oil and dispersants we are putting into it is tiny in relation to the total water volume.May 14, 2010 ”

“I think the environmental impact of this disaster is likely to be very, very modest…May 18, 2010 ”

“Of course I can (when asked if he could sleep at night...)May 18, 2010 ” ”

Succeeding in the new environmentThe value of trust is at an all-time high – build and nurture it

Expect your every move and every word to be public knowledge

Embrace the opportunities that social media provides

Plan for the challenges that social media brings

Earn reputation; don’t create an image

Everything you have done to build reputation will be put to the test when crisis strikes

Leadership, reputation and trust in an era of total transparency

Jonathan Hemus, Insignia Communicationsjonathanhemus@insigniacomms.com@jhemusinsignia0786 832 9102

Leadership, reputation and trust in an era of total transparency

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