The Trust Economy
- 1. Blood on the floor or name adored: The role of trust in a crisis Jane Jordan-Meier Jane Jordan & Associates Fairfield, California, USA T14
- 3. Object 3 T14: Jane Jordan-Meier
- 4. Trust Tension Trust Trust T14: Jane Jordan-Meier
- 5. Object 4 T14: Jane Jordan-Meier
- 7. Trust is the New Currency “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 T14: Jane Jordan-Meier
- 9. 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 • T14: Jane Jordan-Meier
- 10. The Good The Bad and The Ugly Good Egg SPLAT! T14: Jane Jordan-Meier
- 11. Roll Call T14: Jane Jordan-Meier
- 12. Characteristics of Trust in a Crisis • • Fall in love with “We” • Practice “Head and Heart” • Act swiftly and with compassion T14: Jane Jordan-Meier
- 13. 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 Good and the rest of the world, that terrorism can't stop us. . .” Egg New York City Mayor, in 2001 T14: Jane Jordan-Meier
- 14. Michael McCain: Deepest and Sincerest Good Sympathies Egg “. . . Our best efforts failed and we are deeply sorry.“ Maple Leaf Foods President, in 2008 T14: Jane Jordan-Meier
- 15. Object 5 T14: Jane Jordan-Meier
- 16. Anna Bligh: Crying for http://www.youtube.com/watch?v=rq6-CBje2_M Queensland “We are Queenslanders . . . We’re the people they breed tough of the border. We’re the ones that they Good knock down and we get up again. It might be breaking our hearts, Egg but it will not break our will.” Ex-Premier, Queensland, Australia, in 2010 T14: Jane Jordan-Meier
- 17. “ “We’re sorry for the massive disruption it’s caused. There’s no one who wants this over SPLAT! Tony Hayward Tony Hayward.htm T14: Jane Jordan-Meier
- 18. Rupert SPLAT! Murdoch 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 company’s . . . News of the World tabloid.” Politico, July 19, 2011 “This is the most humble day of my life.” T14: Jane Jordan-Meier
- 19. Object 6 T14: Jane Jordan-Meier
- 20. Egg on the Face “ . . . Obviously it puts egg on our face and we deserve any criticism we get, so feel free to give it to us. We’ll probably agree with you.” Jaime Dimon CEO, JPMorgan Chase T14: Jane Jordan-Meier
- 21. Fukushima! • “Former Japanese Prime Minister Naoto Kan’s. . . government kept the meltdown secret from the Japanese public.” • “. . . crisis was compounded by human folly . . . before and after the tsunami hit.” 730 on YouTube March 14, 2012 http://www.youtube.com/watch?v=5NTCcruJsPE T14: Jane Jordan-Meier
- 22. Kenneth Cole SPLAT! T14: Jane Jordan-Meier
- 23. Why Some Leaders Shine Good Egg • 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, à la Churchill T14: Jane Jordan-Meier
- 24. . . . And Others Shame Obfuscation – "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 T14: Jane Jordan-Meier people, their equipment."
- 25. Essential Good Characteristics Egg • Authenticity • Compassion • Courage • Integrity • Sensitivity T14: Jane Jordan-Meier
- 26. Object 7 T14: Jane Jordan-Meier
- 27. • • So what does this all mean for YOU? T14: Jane Jordan-Meier
- 28. From One of Our Own “Companies 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.” Steve Seager President, IABC Dutch Chapter January 25, 2012 T14: Jane Jordan-Meier
- 29. Six Things YOU Can Do Know the end game Be courageous T14: Jane Jordan-Meier
- 30. Six Things YOU Can Do Build dollars in the trust bank Train and test your spokesperson T14: Jane Jordan-Meier
- 31. Six Things YOU Can Do Encourage training of front line le Advocate one voice, many people T14: Jane Jordan-Meier
- 32. Object 8 T14: Jane Jordan-Meier
- 33. Yet More Good Egg • Practice Radical Transparency • Honor International Trust Day – 3 May every year • Become very expert at what you do and how you share your expertise • T14: Jane Jordan-Meier
- 35. 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-re T14: Jane Jordan-Meier
- 36. Parting Thought “Actions are the new words. We have a respon • • • • • Brad Shaw, Home Depot Arthur W. Page Society: Building Belief T14: Jane Jordan-Meier
- 37. Jane Jordan-Meier www.crisismanagementbook.com @janejordanmeier (Twitter) Thank You! jane@janejordan.net Do connect. The Four Highly Effective Stages of Crisis Management: How to Manage the Media in the Digital Age Australia: + 614-14 645 507 USA: +1-707-386-9864 T14