Do you think traditional news media remains a viable means of communicating during a crisis? Maybe it’s a lower priority than you think.
A 2016 Gallup poll surveyed Americans on trust levels for various institutions and found that former bastions of trust like newspapers and TV news now rank among the least trustworthy.
Why does this matter? One reason is that you need to know putting crisis communications out through channels like TV news or your area’s paper may well be less effective than publishing through your own website or social media channels. This is situational, but purely from looking at the poll results you can see that a small business in crisis could actually lose credibility by using certain types of media to push their messages out.
The fact that less than 50% of Americans have any decent amount of trust in the majority of the groups included in the poll should come as a wakeup call for those groups/industries as well. Regardless of whether you think you’re doing fine, and even if you’re actively trying to do good, be trustworthy, etc., a lack of public trust means changes are needed. It’s one of the uncomfortable facts crisis management experts often have to bring up in conversation with clients, and through it can be tough to accept we can tell you from experience that doing so frees you up to objectively look at how you lost, and how you might regain, that much-needed trust.
P.S. by Jonathan Bernstein. This poll was taken in June 2016. One wonders where “the presidency” would rank if the poll was taken today.