Excerpt: "It may well be that direct communication between people is a better indicator of deep similarity than any demographic or geographic attributes," wrote the authors, then-NYU grad student Shawndra Hill (now a professor at Wharton), NYU professor Foster Provost and Chris Volinsky, a researcher at AT&T Labs.
Read the rest of the article: http://adage.com/digital/article?article_id=132582
Go social media! Yeah value creation!
--Charles
Wednesday, November 19, 2008
Transparency and Trust
Excellent article in Fast Company magazine on building trust through transparency.
In a related thought, have you ever read David Maister's book, The Trusted Advisor? In it he shares what he calls the Trust Equation. I've made a slight adjustment but the equation is basically that Trust equals Credibility plus Reliability plus Emotional Connection divided by the level of Self-Orientation.
In the past the focus has been on Credibility and Reliability but today's emphasis on Transparency shifts the focus to Emotional Connection and more importantly level of Self-Orientation, which indirectly affects Emotional Connection. As humans, we will always have some level of self-orientation but when we listen to our customer and act in an honest and open way, the customer will often give us a break for having a little self-interest.
Read the article and then fill in your trust equation in regard to a specific customer, friend, or family member.
http://www.fastcompany.com/articles/2008/11/interview-john-havens.html
Would being a little more transparent create a lot more trust in that relationship?
Be trustworthy,
--Charles
In a related thought, have you ever read David Maister's book, The Trusted Advisor? In it he shares what he calls the Trust Equation. I've made a slight adjustment but the equation is basically that Trust equals Credibility plus Reliability plus Emotional Connection divided by the level of Self-Orientation.
In the past the focus has been on Credibility and Reliability but today's emphasis on Transparency shifts the focus to Emotional Connection and more importantly level of Self-Orientation, which indirectly affects Emotional Connection. As humans, we will always have some level of self-orientation but when we listen to our customer and act in an honest and open way, the customer will often give us a break for having a little self-interest.
Read the article and then fill in your trust equation in regard to a specific customer, friend, or family member.
http://www.fastcompany.com/articles/2008/11/interview-john-havens.html
Would being a little more transparent create a lot more trust in that relationship?
Be trustworthy,
--Charles
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