In customer service and product development, transparency can externalise status and difficulties from the provider’s end and bring them to customers’ understanding. This can help dissolve their doubts and reinforces the approachable/human image. Sometimes, being open and transparent to customers/users can even turn dissatisfaction into helpful collaboration (e.g. via helpful, constructive feedback), fortify the trust, and hence the relationship.
Accountability (i.e. clearing out responsibilities) can, to a certain extent, be part of the factors which affect trust bond establishment (but not always). This helps clear out uncertainty and minimise the perception of risk (by rounding the picture favourable for trust leap) (Kahneman; ch. 19).
==> [Trust is weaken when beliefs are shaken]
Exposing legal terms & conditions of service agreement does not really attract attention of the signee. This may be owing to the mismatch of interest, or the inability to digest the jargons.
Informed transparency can help boost trustworthiness and earn (and sustain) trust. But trust is not necessarily given out on the basis of trustworthiness and transparency.
Mozilla provides information to users on trust leap action points so as to guide them through their informed decision-making. This brings transparency to the user, boost Mozilla’s trustworthiness (regardless of their final choice on data collection consent), and eventually may help earn their trust (in providing user data).
Trading on the Dark Web is another example of making use of transparency to make trustworthiness tangible. Through collective review and qualitative experience sharing, people can become informed of trade procedures. Expectation can be set together with trustworthiness, subsequently translating it into trust leap and deals.
==> [Trust is different from trustworthiness]
==> [Trust is the basic unit of human connection]
Last update: 2020-08-08
Botsman, Rachel. Who Can You Trust? How Technology Brought Us Together and Why It Might Drive Us Apart. Perseus Books, 2017.
Kahneman, Daniel. Thinking, Fast and Slow. 1st ed., Farrar, Straus and Giroux, 2011.
Yamashita, Yuhki. What’s Next After Product-Market Fit?. Figma, 29 July 2020, www.youtube.com/watch?v=ZjXpJk-iByY.