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When organizations face a communication crisis, attention almost always turns to the message itself. Was the statement transparent enough? Should leadership have responded sooner? Did the organization explain its decisions clearly? These are important questions, but they often focus on the final stage of a much longer process. By the time a public statement is … Read more

Most of us notice problems only after they become visible. We notice flooded roads after the storm has passed, declining trust after relationships have already begun to fracture, communication failures after confusion spreads, and disease after people become sick. By the time we recognize many of society’s most significant challenges, the underlying processes have often … Read more

One of the most common ways we talk about research is also one of the most misleading. We often imagine knowledge traveling along a straight path: a researcher makes a discovery, a journal publishes the findings, a communicator explains the results, and decision-makers apply the evidence. It is a comforting picture because it is orderly … Read more

Ask someone to describe resilient infrastructure, and you’ll probably hear about roads, bridges, electrical systems, hospitals, water treatment plants, or emergency operations centers. They’re right. Physical infrastructure is essential. Communities depend on it every day, and especially during times of disruption. Yet something has always bothered me. Why do communities with remarkably similar infrastructure often … Read more

Instead, Ask: “Where Are We Accidentally Destroying It?” When leaders talk about trust, the conversation often turns to communication. How can we be more transparent? How can we improve our messaging? How can we better explain our decisions? These are important questions. But they all assume the same thing: that trust is primarily created through … Read more

If you asked a room full of leaders how to build trust, many would instinctively reach for communication. “We need to explain ourselves better.” “We need a better marketing strategy.” “We need more transparency.” None of those are bad ideas. In fact, clear communication is essential. But I believe we’ve become accustomed to treating trust … Read more