Build trust by identifying with and communicating effectively with your customers.
Trust in government fell dramatically around the globe, according to the 2012 Edelman Trust Barometer.
The good news: by putting employees out in front to connect with customers, government can quickly begin to rebuild trust.
The bright spot of the survey this year is the rise of trust in a “person like me” and “regular employees.” People like to talk to people like themselves. Social media allows government to engage in a way that is personal, providing an opportunity to get beyond “corporate speak.”
By using social media to:
- Open communication channels
- Respond quickly to customers , and
- Provide good information
government will see trust in the institution grow.
The report highlights three emerging opportunities for government to engage employees and begin to rebuild public confidence.
- Empower your employees to be ambassadors via social media
- Engage employees in building customer relationships
- Rebuild trust in the CEO through candid, meaningful dialogue
Tell us how your organization has used social media to build trust and the impact it has had.
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2 comments
Lisa Nelson says:
April 19, 2012 at 10:15 am (UTC -5 )
A lot of people really need to have that personal connection. It will help us rebuild trust with citizens. Thanks for the info.
Natalja Nerden says:
April 19, 2012 at 7:32 am (UTC -5 )
In The Netherlands (Europe) we now have “lokets” in every cityhall were people can turn to with ALL there governmental questions. First the rend was online help, now they are back in the neighborhood. I think it is good to see a (smiling) face.