How to be intentional with transparency
Rethinking Transparency: Does more transparency mean more trust?
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We’re often told that transparency – sharing lots of information – is THE magical cure to all our trust problems. That more transparency equals more trust. But does it?!
As some of you readers might know, the relationship between trust and transparency is one of my favourite Rethink topics! That’s why this week we’re rethinking how transparency can be used as a tool to earn trust with clients, customers, or colleagues if used intentionally and with care.
More on the topic of inspiration below, after a Rethink Recap:
On the topic of transparency, I found Farrah Storr’s post on ‘Is it wrong to admit how much you earn?’ uncomfortably thought-provoking.
If you’re looking for some book recommendations on change, please take a look at the last newsletter on the ‘Fresh Start Effect’.
I was looking at newsletters readers enjoy the most and so far (and by far) it’s the one on learning to navigate uncertainty. Interesting 😊
So, what’s the difference between good and bad transparency?
Let me introduce you to two very different types of transparency - there’s blanket transparency and intentional transparency.
They are essential to understanding when transparency is a bad thing, and when it’s a good thing.
Blanket transparency is when LOTS of information is disclosed in LOTS of different ways, places, and contexts. Imagine blanket transparency like a Jackson Pollock painting - randomly sprayed or hosed everywhere.
Intentional transparency is when information is disclosed to solve a specific problem and drive change. Imagine intentional transparency like a spotlight - focused on lighting up an issue to understand it better and hold people accountable.
So how can you be intentional with transparency?
The deal breaker between good and bad transparency comes down to INTENTIONS.
When working with leaders in helping them to figure out how to effectively use transparency, I start by asking them the same SIX questions.
These SIX questions are particularly important if you’re facing some kind of trust break or even crisis and people are calling for transparency as the solution.
Before plunging into any kind of transparency effort - large or small - I encourage you to go through these questions. I promise it will lead to a revealing discussion!
1. What is the trust issue you are trying to fix?
Interestingly, the first question is often the stumbling block - the root of the trust problem is unknown or unclear. Here are some of the responses I’ve heard from all kinds of business:
“People don’t trust our products.”
“People don’t trust how we use our data.”
“People don’t trust how we charge for service fees.”
“People don’t trust us because of some past mistake”.
At this point, I say dig deeper!
2. Why are you being transparent (or what’s your intention)?
Question 2 is what I call the North Star question – WHY are you being transparent
Are you trying to be transparent for reputational reasons or is it genuinely in your customers, employees, or the public’s best interest?
If your intention to "be transparent" is only for your brand or reputational gain, think again!
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