Growth Rings: TRUST in the Digital Age

TRUST in the Digital Age

When Googling the word, TRUST,  it’s evident that the word is both a noun and a verb. The noun, TRUST, means a reliance on the character, ability, strength, or truth of someone or something. The verb, TRUST, means to rely on the truthfulness or accuracy of, belief, to place confidence in, rely on, to hope or expect confidentiality. In both instances, TRUST is grounded in both truth and actions. 

TRUST is foundational for having healthy interpersonal relationships as well as contributing to one’s well being. Without TRUST there can be no hope or faith. For the purposes of this blog, it’s important to look at the evolution of this word, TRUST. What did TRUST use to look like and what does TRUST look like today? As we move from the Industrial Age to the Digital Age what will TRUST become?

Growth Rings: What did TRUST look like?
As a Christian, in matters concerning how to conduct one’s life, my default is the Bible. Throughout the Bible, TRUST is lifted up, defined and connected to one’s actions, both words and deeds. In the Old Testament, Moses gave his followers the 10 Commandments which included “Not bear false witness.” In the New Testament, Mathew 5:37 reads, “Let your yes mean yes, and your no mean no. Anything more than this comes from the evil one.” Trust is built not only in what a person says but more importantly, in what they do. A person not speaking truth cannot be Trusted.

Earning TRUST takes time and is demonstrated not only by one’s words but also by deeds. The biblical core belief was that one’s word (promise) was their bond. Actions support this. Over the years, the concept of TRUST was applied not only in everyday human interactions but also in commerce and in conducting business. A handshake and verbal promise were sufficient to seal any business deal.

Growth Rings: TRUST in Business and Industry 

When business and industry evolved during the Industrial Age from locally-owned, sole proprietorships to publicly traded stock owned companies, TRUST was reframed. Locally owned businesses were trusted by their customers. There was a transparent relationship, an unwritten understanding, if you will, that the proprietor would stand by their goods and services. If something went wrong or needed to be fixed, the proprietor could be trusted to fix or correct problems, should they arise.

During the Industrial Age, however, this changed. With the growth of big business and publicly traded companies, there was no longer a transparent relationship. Decisions were no longer made locally but at the “home office” somewhere by a board of directors. The company’s focus was on profit for its investors with decisions being, “bottom line-driven”.

Investment in publicly traded companies during the Industrial Age was open to anyone. For the company selling shares of stock, this expanded the risk of doing business and provided financial capital. For the stock purchaser, TRUST was grounded in there would be a return on their investment. The consumer economy emerged! This new economy was grounded in: Buy it, Use it, and Throw it away! The cycle then continued with consumers buying a newer, better and “shinier” model, even if this purchase meant going in by using credit. 

Getting a return on investments meant creating conditions to buy more stuff. Marketing, branding, slogans, celebrity spokespersons, and linking products/services to sex, health, and well-being, bombarded consumers. Psychologically, society was conditioned to buy. TRUST was hijacked and diluted. 

Growth Rings: TRUST and Employment
Employees once went to work for companies and trusted them. The corporate promise, “If you work hard, we will take care of you, provide employee benefits to include health insurance, paid time off (PTO) and a pension plan.” Depressions, recessions, housing crises, energy crises, and overhead costs, all affecting the “bottom line,” changed all this. Baby Boomers had pensions, generation X has self-regulated 401K retirement plans, and Millennials, with student loan debt, who knows what they will have. 

Growth Rings: Interpersonal TRUST.
Today there seems to be a lack of TRUST in interpersonal relationships. Commitment to raising children, fidelity to a life partner, relationship scandals with clergy, elected officials, and sports figures all seem to appear daily. Sadly, in many cases, the word, “Yes,” does not necessarily mean “Yes,” nor does, “No” mean, “No.” In contemplating this stark reality, an important question arises, “What lessons are being taught to today’s children - those children that are sometimes known as Generation Z?”

Growth Rings: Trust in the Digital Age
All the aforementioned, are signs that we are transitioning from the Industrial Age into a New Age. We are at the beginning of the journey that may be frustrating because we are only getting a glimpse of what TRUST will look like moving ahead.

Social Media and technology are drivers in redefining TRUST. Rachel Botsman’s book, “Who Can you Trust?” raises many interesting conditions on how technology brought us together and why it might drive us apart. The premise is that humans are putting more TRUST in machines and Artificial Intelligence (AI) than into each other:

• 10 years ago, no one would ever think about getting into a car with a complete stranger. Today, rideshare apps like, UBER and LYFT, make this acceptable and the norm.
• People are so desperate for companionship that there is a growing dependence on apps like Tinder, eHarmony and It's just lunch.
• Food delivery apps, GRUBHUB and DOORDASH, have the potential to transform restaurant fine dining. Why go out to eat when it can be delivered to your doorstep
• AIRBNB has become the number one site globally for folks looking for a place to stay. Ten years ago, who would have thought it OK to TRUST your house to strangers? 

It is important to note that with these apps, comes a new level of transparency. Not only is the customer rating the service, the provider is rating the customer. These emerging conditions are redefining TRUST and relationships. Nobody thinks twice about leaving the towels on the floor when staying at a Marriott hotel, but one would never think to do that at an AIRBND.

These are all 1st generation applications of Blockchain, systemic thinking. Leveraging technology, Blockchain moves TRUST from third party institutions to individuals. Logarithms are constructed based on user information, gathered either actively or passively. With feedback from both the “seller” and “buyer”, the technology creates TRUST between participants. The TRUST between the participants is based on the technology itself, not the third-party.

Growth Rings: TRUST in the Digital Age
The application of Blockchain systemic thinking and Artificial Intelligence is game-changing. Author Rachel Botsman suggests presently we rely on technology to do something. In the future, we will trust technology to decide something. From business and commerce to education and health care, technology is redefining the concept of TRUST.