Transparency and Trust

Michael NortonHarvard Business

School

TransparencyTransparency

• Not just honesty• A communications effort

• But: “showing your work”• A strategy

TransparencyTransparency

Enter your flight

“Blind”

Transparency

Transparency

Better than…

•Marketing•Entertainment

•And even: instantaneous

Transparency

Better than…

•Marketing•Entertainment

•And even: instantaneous

The algorithm was working The algorithm was working hard for me.hard for me.

Transparencyand dating…

Transparencyand dating…

Recommendation agents

Here Are People You Like

“Rejection” agents

Here Are People You Like Here Are People You Don’t Like

Transparency

And our toughest challenge…

The submerged state

The submerged state

TransparencyTransparency

Expressed a desire for larger government with more services

Perceived the government to be doing a better job

And even: government often does a better job than it’s given credit for

www.whitehouse.gov

Final thoughtsFinal thoughts

What will you show?

How will you show it?

Thanks

Michael NortonHarvard Business

Schoolmnorton@hbs.edu