Inside PR 3.25: Roy Reid on Outrageous Trust

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It’s Valentine’s Day and while we certainly don’t know the secret to romance, we do know that no real relationship can survive without trust.

And that brings us to today’s topic. We caught up with Roy Reid, APR, one of the partners in Consensus Communications, at the PRSA International Conference in San Francisco. Roy had just given a presentation on trust – well, actually he went beyond simple trust to describe something he called outrageous trust.

Here are three actions Roy recommends to achieve outrageous trust:

1. Take responsibility for the relationship.

2. Build from the inside out. That means always acting with integrity and producing excellent work.

3. Be consistent in your communications.

Gini references the 2013 Edelman Trust Barometer and the fact that while trust in organizations is no longer falling, it’s still low. She agrees with Roy and says you can’t be trustworthy externally unless you’re trustworthy internally too.

Joe mentions Naked Conversations and the notion that we trust people we know and can talk to and are generally skeptical of business. And if organizations haven’t spent the time to engage with their community, they won’t have much credibility or support when a crisis occurs.

We go on to talk about two recent online crises in the restaurant industry, at Smith and Wollensky (scroll to the end to read what the police had to say) and the tipping brouhaha at Applebee’s.

What do you think organizations need to do to attain the state of outrageous trust with their customers and communities?

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Send us an email or an audio comment to [email protected], join the Inside PR Google+ Community, join the Inside PR Facebook group, leave us a comment here, message us @inside_pr on Twitter, or connect with Gini Dietrich, Joe Thornley, and Martin Waxman on Twitter. Our theme music was created by Damon de Szegheo; Roger Dey is our announcer. Inside PR is produced by Kristine Simpson.

Inside PR 3.23: We speak of many things: Delicious, Diigo, Branch, Nielsen’s Social Media Report and Lance Armstrong

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Yes, this is a “lost” episode of Inside PR. It’s late being posted. Not because it’s not a good episode. But because Joe dropped the ball. 🙁

But, if you’re interested in tools to help you with your online research, we have news about delicious and Diigo.

And Branch is out of Beta. Have you taken a look at it? Do you see a use case for Branch?

@martinwaxman points to the Nielsen Social Media Report 2012. Martin says that we live in a mobile world and Gini says this should affect not just the way that we publish our content (e.g. responsive design), but the manner in which we write and produce that content. (If you’re interested in more discussion on the Nielsen report, you can hear Shel Holtz and Neville Hobson‘s discussion on the For Immediate Release podcast.)

Finally, we chatted about Lance Armstrong and Oprah. Did it work for him?

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Send us an email or an audio comment to [email protected], join the Inside PR Google+ Community, join the Inside PR Facebook group, leave us a comment here, message us @inside_pr on Twitter, or connect with Gini Dietrich, Joe Thornley, and Martin Waxman on Twitter. Our theme music was created by Damon de Szegheo; Roger Dey is our announcer. Inside PR is produced by Kristine Simpson.