{"id":38890,"date":"2023-10-25T13:13:39","date_gmt":"2023-10-25T17:13:39","guid":{"rendered":"https:\/\/ourpublicservice.org\/?p=38890"},"modified":"2023-10-25T14:10:47","modified_gmt":"2023-10-25T18:10:47","slug":"building-trust-in-government-through-strategic-communications","status":"publish","type":"post","link":"https:\/\/ourpublicservice.org\/blog\/building-trust-in-government-through-strategic-communications\/","title":{"rendered":"Building trust in government through strategic communications"},"content":{"rendered":"\n<p>According to <a href=\"https:\/\/ourpublicservice.org\/our-solutions\/rebuilding-trust-in-government\/trust-in-government-dashboard\/\" target=\"_blank\" rel=\"noreferrer noopener\">research by the Partnership<\/a>, only around one-third of Americans trust our federal government.&nbsp;<\/p>\n\n\n\n<p>To examine why this trust is so low and to equip federal leaders and other critical stakeholders with the tools to rebuild it, we held our first annual <a href=\"https:\/\/landing.ourpublicservice.org\/2023-trust-summit\" target=\"_blank\" rel=\"noreferrer noopener\">Trust Summit<\/a> on Sept. 27.&nbsp;&nbsp;<\/p>\n\n\n\n<p>One of the key themes emphasized throughout the event was the role that effective communication plays in shaping trust and building relationships between federal institutions and the people they serve. Here are three main takeaways:&nbsp;<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-use-the-trust-triangle-of-authenticity-logic-and-empathy-to-guide-effective-communication\"><strong>1. Use the <\/strong><a href=\"https:\/\/hbr.org\/2020\/05\/begin-with-trust\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>trust triangle of authenticity, logic, and empathy<\/strong><\/a><strong> to guide effective communication. <\/strong><\/h3>\n\n\n\n<p>Donna Garland, a marketing and communications expert at the General Services Administration, emphasized the need for federal agencies to understand how audiences digest and act on information to break through a media landscape saturated with information and multiple communication channels.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Focusing on the social science theories behind trust, she shared how the triangle of authenticity, logic and empathy can guide agency communications.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Authenticity requires leaders and communicators to genuinely embody the values and ethics of their organizations in their communications.&nbsp;<\/li>\n\n\n\n<li>Logic revolves around the use of science and intellect, highlighting the need to convey complex data in a clear and comprehensible manner that is accessible to the public.&nbsp;<\/li>\n\n\n\n<li>Empathy means demonstrating care for individuals.&nbsp;<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1024x683.jpeg\" alt=\"\" class=\"wp-image-38891\" style=\"width:500px\" width=\"500\" srcset=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1024x683.jpeg 1024w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-300x200.jpeg 300w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-768x512.jpeg 768w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1536x1024.jpeg 1536w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1200x800.jpeg 1200w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image.jpeg 1600w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Donna Garland explains the trust triangle at Trust Summit. <\/figcaption><\/figure><\/div>\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1-e1698252535116-892x1024.jpeg\" alt=\"\" class=\"wp-image-38892\" style=\"width:178px;height:204px\" width=\"178\" height=\"204\" srcset=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1-e1698252535116-892x1024.jpeg 892w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1-e1698252535116-261x300.jpeg 261w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1-e1698252535116-768x882.jpeg 768w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-1-e1698252535116.jpeg 1066w\" sizes=\"auto, (max-width: 178px) 100vw, 178px\" \/><figcaption class=\"wp-element-caption\">Sue Fulton at the panel session: Storytelling, trust and the public.<\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\"><strong>2. Center those you serve.&nbsp;<\/strong><strong><\/strong>&nbsp;<\/h3>\n\n\n\n<p>Sue Fulton, an assistant secretary at the Department of Veterans Affairs, shed light on the agency\u2019s successful strategies for gaining trust, noting that after years of concerted customer experience efforts, nearly <a href=\"https:\/\/www.va.gov\/initiatives\/veteran-trust-in-va\/\" target=\"_blank\" rel=\"noreferrer noopener\">80% of VA customers trust the agency<\/a>.&nbsp;&nbsp;<\/p>\n\n\n\n<p>She emphasized the agency\u2019s commitment to maintaining a veteran-centric approach and ensuring that veterans remain at the core of all VA programs and policies, including prioritizing transparency in agency communications and community engagement.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. Balance opportunities for growth with good news<\/strong><strong>.<\/strong><strong><\/strong>&nbsp;<\/h3>\n\n\n\n<p><a href=\"https:\/\/servicetoamericamedals.org\/honorees\/gibbons-perez-stable\/\" target=\"_blank\" rel=\"noreferrer noopener\">Eliseo J. P\u00e9rez-Stable<\/a>, director of the National Institute on Minority Health and Health Disparities, underscored the significance of transparency and data-driven decision-making in the realm of science.&nbsp;&nbsp;<\/p>\n\n\n\n<p>While P\u00e9rez-Stable acknowledged ongoing challenges in reducing disparities in health care, he noted that there has been progress in the field over the past two decades. He suggested that it is important to emphasize these positive developments, even while recognizing the need for more equity, as a way to build trust in science and government. According to P\u00e9rez-Stable, government also needs to pair these communication strategies with better service to the public by funding new and important scientific work.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-2-1024x683.jpeg\" alt=\"\" class=\"wp-image-38893\" style=\"width:500px\" width=\"500\" srcset=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-2-1024x683.jpeg 1024w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-2-300x200.jpeg 300w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-2-768x512.jpeg 768w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-2-1536x1024.jpeg 1536w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-2-1200x800.jpeg 1200w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2023\/10\/image-2.jpeg 1600w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Eliseo J. P\u00e9rez-Stable at the panel session: Storytelling, trust and the public.<\/figcaption><\/figure><\/div>\n\n\n<p>These takeaways are just a few of the insights shared during our Trust Summit. To experience the event for yourself, you can view it<em> <\/em><a href=\"https:\/\/youtu.be\/w7SAkaFINBY\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a> or below. <\/p>\n\n\n\n<p><em>To learn more about our trust work, visit our <\/em><a href=\"https:\/\/ourpublicservice.org\/our-solutions\/rebuilding-trust-in-government\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>website<\/em><\/a><em> and our Trust in Government <\/em><a href=\"https:\/\/ourpublicservice.org\/our-solutions\/rebuilding-trust-in-government\/dashboard-landing\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Dashboard<\/em><\/a><em>.\u00a0<\/em>\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"2023 Trust Summit: A Government of the People\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/w7SAkaFINBY?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>Photo credit: Darcy Romano Bailey<\/p>\n","protected":false},"excerpt":{"rendered":"<p>According to research by the Partnership, only around one-third of Americans trust our federal government.&nbsp; To examine why this trust is so low and to equip federal leaders and other critical stakeholders with the tools to rebuild it, we held our first annual Trust Summit on Sept. 27.&nbsp;&nbsp; One of the key themes emphasized throughout&#8230;<\/p>\n","protected":false},"author":206,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"sort-date":"","content-type":"","om_disable_all_campaigns":false,"_searchwp_excluded":"","footnotes":""},"categories":[7592],"tags":[9131,11737,11989],"class_list":["post-38890","post","type-post","status-publish","format-standard","hentry","category-government-effectiveness","tag-communications","tag-trust","tag-trust-in-government"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v26.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Building trust in government through strategic communications<\/title>\n<meta name=\"description\" content=\"The Partnership for Public Service is a nonprofit, nonpartisan organization that strives for a more effective government for the American people.\" \/>\n<meta name=\"robots\" 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