The document discusses how trust has eroded in today's world due to inconsistent information, confirmation bias, and prioritizing feelings over facts. It argues that building trust requires showing consistency internally and externally, empowering users through an appropriate voice and transparency, and bringing people outside their "bubbles" to have discussions across differences. Designing experiences that are slow and encourage deliberation, as well as showing appropriate volume and vulnerability, can help people develop confidence and rebuild trust over time.
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Bill Kovach and Tom Rosenstiel, Blur: How to Know What’s True in the Age of Information Overload. Bloomsbury, New York, 2010, p. 45
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Bill Kovach and Tom Rosenstiel, Blur: How to Know What’s True in the Age of Information Overload. Bloomsbury, New York, 2010, p. 47
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Do we get comfortable in our faith,
or confidently test our beliefs through education?
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63% of the general population finds it difficult
to differentiate between real and fake news.
Source: 2018 Edelman Trust Barometer
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Only 48% of Americans say they believe
climate change is mostly due to human
activity.
Source: Pew Research Center “The Politics of Climate”
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Only 40% of Americans say they have
a “great deal of confidence” in science.
Source: AP-NORC Center study Confidence in Institutions: Trends in Americans’Attitudes toward Government, Media, and Business
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COOK’S ILLUSTRATED EXAMPLE
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COOK’S ILLUSTRATED EXAMPLE
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ADD OUTSIDE YOUR BUBBLE
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A consistent and accessible voice,
appropriate volume for the context, and
humanizing vulnerability together
empower users to build their confidence—
and regain their trust.
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Do we live in a post-fact era?
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Do we live in a post-fact era?
When was the fact era?