Conversation Agent - Valeria Maltoni - Messaging Trust and the Decline of Peers


Book Reviews

  • Recommended Books
    Conversation Agent participates in the Amazon Services LLC Associates Program.

As seen on

Advisory Boards

Comment Policy, Social Guidelines

  • Critical discourse is welcomed. I reserve the right to delete inappropriate comments. See my social guidelines.

« Ten Useful Hacks to Make Things Happen | Main | Do Customers Really Want to Co-Create Your Product? »


@Peter -- speed is at the center of so many things today. Patience is helpful, and I say that after having lived with my own impatience for a stretch so far. Your comment reminds me of more than one discussion with senior leadership about branding and business strategy where someone mentioned putting lipstick on a pig, or being aspirational in our communications. Coming from an area of Italy that is famous for its pork products, you can imagine how vividly I saw those attempts at making the best out of not wanting to change. They taught us in Latin that "repetita iuvant", there's benefit in repetition. It now turns out that committing to memory expands our ability to think critically. I still remember how many times I repeated poems, geometry and physics. To this day, I remember the names of all the major Alps that crest Italy because of a silly phrase our elementary teacher taught us. Repetition does make a mark.

@Rich -- in reading your comment I could envision two contrasting scenarios, and I agree I have no interest in knowing it all. Authenticity is another oft misunderstood term. Why not ask for honesty, keeping one's word, making actions ethical and grounded in values with respect for each other? There is a reason why the Golden Rule is so appealing. Even though everyone may act in self interest, when it is other-centered, it works much better for everyone. Looking forward to your further thoughts. Personally, I also think that many don't trust themselves first, which then begets suspicion toward others.

@Brian -- it has become a mass conversation, when it originates in personal intimacy and relationships with others. There can be little substitute for experience. However, today we see and read and reach beyond what we can experience first hand. And those global situations have local repercussions, which is why we need to pay attention and wave red flags as necessary. One word comes to mind with where we are, unsustainable.

Just to be clear, Valeria, I know where you're coming from; the message and the brand should come from action - not spin. :)

My point was more to the way the Edelman report struck me, personally, as someone who has never been in the marketing industry.

The repetition piece, combined with implied loss of trust in one's equals, was a fork in the outlet of mainstream media and bi-partisan political rhetoric. I see society being repeatedly told the economy is recovering, and that their republican/democrat neighbors are the cause of all the problems in our country today.

I suspect you'd agree, the Edelman findings appear to deal with something of an almost commoditized, inflationary trust. Just curious, was all.

Hey Valeria,

One of the concerns I've had related to the discussion of trust is that the entire nation seems leaning toward and pushing for transparency.

There is nothing wrong with transparency per se, except when it is requirement. When you think about it, transparency is generally the remedy for a lack or trust or broken trust. Unfortunately, people are attempting to use it much in the same way a magician might say "look, there's nothing up my sleeves."

Instead of preaching transparency and digging deeper into the lives of everyone, we might be more concerned about reestablishing authenticity, which is trustworthiness without transparency.

Let's face it. We only ask people to be transparent when we don't trust them, never when we do trust them.

Thanks for the conversation. This might be a topic a explore soon, bring you into it. I also found many of the comments here worthwhile.

All my best,

The comments to this entry are closed.