Trust Tips 1: Ask how you could better earn trust
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When was the last time you told your community that you value their trust? How often do you ask them how you could do better? In text? On air? On social media? In a newsletter?
Acknowledging that you know some of them don’t trust you is powerful, as is asking for feedback. News consumers aren’t usually shy about telling us how we could do better, but asking for input directly (rather than just waiting to see what comments people leave on stories) can help get a constructive conversation going. See this in action with our Trusting News partners here.
Start by doing the asking. Then read the comments. Take a deep breath (or a walk around the block), and look for patterns in what you see. What do you do that makes your community mad? What assumptions are they making that just aren’t true? What do they really not understand about how you operate?
What’s getting lost between your good intentions and their consumption of your journalism?
The answers to those questions are your roadmap for earning trust.
TRY THIS: Create a Facebook post specifically asking for feedback. Say something like …
We know this is a tough time to keep up with the news, and we want to be your most trusted source for information about our community. A shared set of facts and a place to talk about them are core to democracy. We’d love to hear from you: How could we better be worthy of your trust? What questions can we answer about how our newsroom operates?
Then show up and listen. Respond to questions. Thank people for sharing their observations. Delete comments that violate your comment policy. Defend your work, but don’t be defensive. Be human. Be accessible. That earns trust.
— Joy Mayer, Trusting News director
Are you ready for a free one-on-one coaching session to talk about how you could earn trust? Sign up here.