 OUR TAKE -
Ignoring the Problem is Not Blissful
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My interest is in the future because I am going to spend the rest of my life there.
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Charles Kettering
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In the last few weeks, we have highlighted two case studies of companies on a slow crawl toward the truth resulting in a crisis of trust. First, there was California utility PG&E forced by a regulators to tell the public about errors with the rollout of their Smart Meters (see a crisis of trust, slow crawl toward the truth, and suddenly trustworthy).
The second case was the handling of the oil catastrophe in the Gulf of Mexico - see what could have been said, expectations and the crisis of trust and the message.
So which case study do you think inspired the most reader feedback? You may be surprised to know many more readers had strong feelings about the PG&E situation than the oil spill. Maybe it was because PG&E was the first case study or maybe because the well covered oil situation gives many a feeling of hopelessness.
Let me suggest that it is not the magnitude of the problem as much as the magnitude of denials, PR spin, or indifference. It seems that concerted efforts to avoid the truth make the situation worse when the inevitable facts come to light. Ignorance is certainly not bliss. The lesson is to get ahead of the situation with the truth lest you get dragged by it later. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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