Flashcards
Trust lecture 1
Cards in this deck (55)
- 1People do not seem to trust institutions (organizations) much anymore Why is that a problem?Society is build on trust
- 2What do organizations (institutions) do to gain trust?Strategic communication!
- 3What Media Trust?The willingness (of an individual, group or society) to be vulnerable to news content/media based on positive experiences in the past and the expectation that media will perform in a satisfactory manner and according the dominant norms and values in society.
- 4What is the role of the media?Media are window through which we understand the world around us
Important for trust in democracy (can’t trust without being rightfully
informed) - 5How is political trust understood differently than media trust?Political trust: diffuse support for the political system
Media trust: credibility, fairness, skepticism - 6Why does media trust matterThe media offers the information with which people can view the world and trust in democratic proces
Vice Versa the democratic proces offers freedom of speech with which the media can exist - 7What are 7 ways to repair media trust?1. Paradigm repair
2. Code of ethics
3. Dialogue with the audience
4. Field reporting
5. Meta journalism
6. Strengthening journalistic practice
7. Fact checking - 8What says Ariely about relation between trust in Media and politics?Strong relation between trust press and politics
(but weaker when there is more media autonomy and
professionalism and less party/press parallelism) - 9Factors underpinning the rise of populism- Rise of fake news
- Political and economic gains
- Social media as catalyst of fake news
- The platformised internet and the rise of social news:
- Platformisation → network monopoly
- With social news more alternative/skeptical sources and partisan news
- The crisis of institutional trust:
- Institutions failing societal expectations
- Public opinion data: drop in institutional trust in Western liberal democracies
- Lower trust in digital platforms
- Spiral of distrust - 10How is trust in PR perceived on three levels- Macro (society/professional)
- Meso (the department in the organization)
- Micro (individual) - 11Who trusts the profession of PR?1. Top executives
2. Influencers and bloggers
3. Journalists
4. General public
(Modest) Antagonism between communication professionals and journalists
remains - 12**Who trusts the departments? (Moreno et al., 2021) MESO level**1. Top executives
2. Journalists
3. Influencers and bloggers
4. General public
General public is sceptical about communication professionals - 13**Who trusts the professional? (Moreno et al., 2021) (MICRO level**1. Co-workers
2. Top executives
3. Internal clients
4. Journalists
5. Publics they have direct contact with
**Internal/individual trust is perceived as bigger than external trust** - 14What can organizations do to build trust?Building trust in the **organization and their context**, not so much in the leaders
Communication that can built trust:
1. Based on knowledge** (true facts)
2. Transparent
3. Ethical - 15What is Greenwashing?The practice of organizations that make deceptive claims about the environmental benefits of their products or services.
- 16What is CSRCompanies devoting substantial resources in their commitment to improve societal well-being
- 17Name 2 reasons for why organizations do CSR1. Intrinsic motivation to devoting substantial resources in companies commitment to improve societal well-being
2. Business returns: Creating better stakeholder attitudes (and concequently more purchases, a better corporate image, more people seeking employment or more people willing to invest in the company
3. (Political societal pressure) - 18Name different types of greenwashingOutright lies
Half-truths
taking credit for following legal obligations - 19What type of greenwashing claim is most effective?Study finds that only transparant and honest claims about environmental friendly behavior is effective
- 20What is a crisis?For an organization, a period of time in which an event interups normal activity and poses financial, social, political, economic or physical threat, and can impact the reputation.
- 21How can crises be classified (on what levels?)Macro: Political crisis or societal crises
Organizational: Party crisis or organizational crisis
Micro: Midlife crisis prosecution in court - 22And how can crises on different levels interact with each other?The global financial crisis in 2008 was the result of a banking failure/collapse
The covid crisis had severe impact on the small businesses - 23What is reputation?Reputation = trust information circulating in the public domain
Reputation = being known for trustworthiness
Positive reputation arises when the expectations of relevant reference groups and publics are permanently served. - 24What is reputation?Reputation refers to the public standing that an actor (e.g., a person or an organization) is given for his/her/its contribution to the realization of collectively shared goals and values.
- 25How does one get a positieve reputation?consistently meet the expectations of others (and when this information of conformity to expectations diffuses beyond the boundaries of personal networks in processes of public communication.)
- 26What are the 2 distinctive components of reputations?Cognitive components:
- Does the actor serve his/her purpose/ fulfill his/her/its mission?
- Funtional: Success, competence
- Social: Norms and values
Affective components of reputation
- Does the actor have an authentic and credible profile?
- Power of fascination, distinctiveness of the organization - 27Name 3 types of crisisVictim crisis
Accidental crisis
Intentional crisis - 28What is Stealing Thunderto use someone else's idea for one's own advantage, or to pre-empt them.
- 29How can one use Stealing Thunder in times of crises?„communication could take place either before the problem becomes publicly known and turns into a crisis (pro-active communication instead of reactive)
- 30How can stealing thunder help? Name 4Ethically it is the correct decision to fully self-disclose information honestly and transparently
1. Reduce severity of crisis and attention
2. . increase reputation an credibility
3. more control in framing the situation - 31Define reputationPositive or high reputation arises when actors consistently meet the expectations of important reference groups and when this information of trustworthiness/ conformity to expectations diffuses beyond the
boundaries of personal networks and is circulating in the public domain - 32Where does crisis communication depend on?1. Type of crisis (victim, accidental or intentional crisis)
2. Timing
3. Prior reputation - 33What crisis management strategy does coombs advise for the 3 different types of crisesVictim crisis: Deny, Scapegoat, Attack
Accidental crisis: Excuse, justification
Incidental crisis: Victimage, ingratuation, reminder - 34Which of the dimensions of internal communication satisfaction. is the strongest predictor of organizational trust?1. “Satisfaction with communication climate”
2. “Satisfaction with communication with immediate supervisor” - 35What is SCCT?situational crisis communication theory:
posits that the situation heavily influences the choices crisis managers make about crisis response strategies. - 36What is Cultivation theory (Gerbner 1969)?Media consumption/news exposure can cause audiences’ worldview to mirror patterns depicted in the media rather than what happens in the real world.
- 37What is Mediatization?The theory of how, through dynamic over-time processes, media have become increasingly important and influential in today’s society.
- 38What are the 2 types of bias in Van der Meers study?Negativity bias: media’s tendency to overemphasize negative news (negativity has become a defining characteristic of news, whereas good news is almost synonymous with the absence of news / shows how audiences are drawn to negativity in information as an evolutionary mechanism to scan their environment for
threats)
Distortion bias: Since news is by definition about the extraordinary, media predominantly portray isolated events or incidents rather than mirror long-term
socioeconomic trends / in doing so, media can turn rare incidents into the common world image - 39why does van der Meer claim news can be seen as paradoxical?Because of the distortion bias: the more commonly something happens in the world, the less likely it is that you read about it in the news, and vice versa, when something rarely happens it is considered highly newsworthy.
- 40What are Skovsgaard 3 attacks on the objectivity norm in journalism?1. failure of journalists to meet it’s requirements (bias). Media content is politically biased due to the political beliefs of individual journalists or the beliefs of the media organization they work for.
2. rejection of the positivistic notion of the ability to describe reality as it is. the news is a construction of reality rather than a description of reality.
3. undesirable when it leads to detached and disinterested journalists. Journalist should instead always take a moral stand to improve the society they are supposed to serve - 41What are the 4 potential sources of distrust in Media as discussed in lecture 2?1. Structural biases? (negativity and distortion bias)
2. Biases on the individual journalist level (objectivity norm)
3. Accusations of fake news?
4. Talking about fake news - 42What more 4 potential sources of mistrust are added in lecture 3- Ownership & Media Concentration
- Media literacy & Hostile Media Phenomenon
- Commercialization (advertisers)
- Political rhetoric - 43How do advertisers influence news?Needs of advertisers: more lighter, non-critical news travel, cooking, cars, fashion, non-critical reporting towards advertisers.
- 44What is Meyers concept of “Institutional myth”the prevailing practices and procedures organizations adopt to maintain legitimacy, stability, and resource systems in a larger field.
- 45What is meant by “Paradigm repair”Re-establish the idea that media and journalism are:
- credible
- legitimate
by repairing the institutional myth - 46What is Lugenpresse?While the term ‘fake news’ is used to similar effect and intent, Lügenpresse is a historically and politically charged expression of distrust in news media on an institutional level. The term Lügenpresse, ‘lying press’, was used by the German National Socialist Party before and during the Third Reich to discredit the news media and to undermine public trust.
- 47what are the two ways in which we can understand Fake News?1. As a genre (the way some media intentionally make up false stories for various reasons)
2. As a label (the way politicians/people now discredit news when they just don't believe it (problematic) - 48What are some reasons for the rise of fake news as a genre**Technological developments**
- Digital and social media: created and spread cost efficiently and quicker
- Audiences able to create and spread
- No gatekeeping functions
- Differentiate between professional and unprofessional content
- Digital adverting makes fake news financially attractive (clickbait) - 49Where does the label fake news come from?Online competition for attention
- Mainstream media vs alternative, bloggers and citizens
- Mainstream as disconnected elitist ivory towers
Online, politicians can now circumvent journalistic gatekeeping and talk
directly to the public
- Populist communication
Political polarization → few shared facts and disrespect for other
worldviews. - 50During what type of crisis does Stealing Thunder have effect? And what type of crisis no effect?During a moral-harm crisis, proactive communication strategy helps increasing the
prior reputation when it was positive
à During a product-harm crisis: no signification interaction effect - 51What is sccSecondary crisis communication (social media)
- 52What is the primary focus during a crisis situation?public safety. All communication efforts and resources should be concentrated on protecting people from the hazards of a crisis.
- 53What are the first 2 categories of crisis response strategies?instructing information + adjusting infor-
mation.
Instructing information helps stake-
holders to cope physically with the crisis; it tells stakeholders how to protect themselves from the crisis threat and includes calls to evacuate
or shelter in place and directions on how to
identify and return a hazardous product (recall guidance).
Adjusting information helps stake- holders to cope psychologically with a crisis; it
can include expressions of sympathy or concern, reports of actions to prevent a repeat of the crisis, and information about the cause of the crisis - 54What are two obstacles in maximizing business returns with CSR?1. low awareness
2. skepticism - 55What type of CSR works best?“Growing tolerance of extrinsic motives of CSR indicates that consumers (...) are
increasingly willing to adopt a ‘win–win’ perspective, believing that CSR
initiatives can and should serve both the needs of society and the bottom
lines of business.” p.10
Companies should “frankly acknowledge that CSR endeavors are beneficial
to both sotiety and itself” p.12
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- trust Trutst Flashcards on Trust lecture 1, created by Leonie Veerman on 23/06/2023.
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