Walks through a simple model of trust and then describes the linkages between trust and knowledge processes and knowledge strategy. Originally presented November 2006.

1. Nurturing Trust – Leveraging Knowledge November 21, 2006 Peter West Senior Consultant Continuous Innovation [email_address] http://www.continuousinnovation.ca/

3. An Encounter: History T r u s t e e T r u s t o r {History} Adapted from : Riegelsberger et al (2005) with additions from other sources

4. An Encounter: Channel T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal)

5. An Encounter: Signals / Warrants (1) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Trust Warrants

6. An Encounter: Signals / Warrants (2) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Trust Warrants

7. An Encounter: Expectations (1) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants

8. An Encounter: Expectations (2) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants

9. An Encounter: Threshold/Action (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Withdrawal (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Trust Threshold

10. An Encounter: Threshold/Action (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Withdrawal (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Trust Threshold TRUST THRESHOLD: * Setting a limit on the amount of risk that is acceptable (with consideration of the benefits) TRUST ACTION: * Making the request (WITHDRAWAL) * Deciding against further interaction on this occasion

11. An Encounter: Threshold/Fulfillment (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfillment (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Trust Threshold Trust Threshold Expectations Trust Responsiveness

12. An Encounter: Threshold/Fulfillment (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfillment (Channel) (Time) (Space) (Formal) (Informal) Trust Warrants Expectations Trust Warrants Trust Threshold TRUST THRESHOLD: * Setting the level of benefits that should accrue (with consideration of the risks) EXPECTATIONS: * Focused on whether their knowledge will be understood; how it will be used; how it will be acknowledged, protected, etc. FULFILLMENT: * Responding to the request (NON-FULFILLMENT) * Declining to respond (on this occasion) (Beware of over-committing and under-delivering) Trust Threshold Expectations Trust Responsiveness

13. An Encounter: Reciprocity (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfillment (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Reciprocity Trust Threshold Trust Threshold Expectations Trust Responsiveness

14. An Encounter: Reciprocity (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfillment (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Reciprocity Trust Threshold

17. Trust and Knowledge Processes (2) * : * Adapted from : Ford, Diane - Trust and Knowledge Management: The Seeds of Success / In: Handbook of Knowledge Management (2003)