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Summary
We must empower our audiences to earn their trust—not the other way around—and our tactical choices in content and design can fuel empowerment. Margot will walk you through examples from retail, publishing, government, and other industries to detail what you can do to meet unprecedented problems in information consumption. Learn how voice, volume, and vulnerability can inform your design and content strategy to earn the trust of your users. Let’s address the tough questions: How do brands develop rapport when audiences let emotion cloud logic? Is there a place for vulnerability in corporate strategy? And what’s the role of command and control consistency in the creative work of a corporate enterprise? Learn how these questions can drive design choices in organizations of any size and industry—and discover how your choices can empower users and rebuild our very sense of trust across society itself.
Key Insights
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Authority in communication comes from consistent, transparent, and evolving perspectives that empower audiences.
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Brands that align their messaging with how their audiences see themselves foster stronger loyalty, even after setbacks.
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Vulnerability, such as admitting uncertainty or sharing evolving knowledge, strengthens trust rather than weakens it.
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Consistency across all channels and touchpoints bolsters faith and mitigates cynicism among users.
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Overloading users with jargon or irrelevant details diminishes trust and engagement.
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Tailoring content volume to audience needs is crucial; enough detail to build confidence but not overwhelm.
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Third-party data and competitor comparisons exposed transparently enhance credibility and user empowerment.
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Educational content that teaches users how to verify and understand complexities builds long-term trust.
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Even in B2B contexts, buyers seek empowerment and confidence-building tools to advocate internally.
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Brands must focus on facilitating meaningful conversations, not just pushing features or empty slogans.
Notable Quotes
"Design won't save the world, but it may make it more worth saving."
"Marketing is a form of authority."
"We don't want authoritarian institutions; we want authoritative ones that educate and build loyalty."
"Authority comes from being willing to go where your audience cannot because of danger or expertise."
"Inconsistency stokes cynicism; consistency helps bolster our faith in the world."
"We evaluate new information not just against what we know but who we are."
"Vulnerability in communication — admitting what you don't know — is a strength that builds trust."
"Educating users to be confident in themselves empowers brands and society."
"Enough content is when your audience feels confident enough to act."
"Transparency includes sharing your sources and even competitors' comparisons to build trust."
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