The ensuing discussions between two of my good friends brought out an important nuance. Both Bob Vanourek and Fred Dewey came back with the concept that while trust can expand and contract based on what is going on, it is not linear at all.
A small increase in trust due to an action will tend to grow exponentially as the news spreads through cyberspace. Actions that build trust will become more powerful as a result of the viral nature of information.
Of course, the same phenomenon happens on the negative side. If a leader does something that has a damping effect on trust, that negative impact will become more hurtful as the information spreads virally.
So while the…
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