Communicating Trust: Can Simple Website Edits Boost Legitimacy?

Communicating Trust: Can Simple Website Edits Boost Legitimacy?
Duration: 60 Minutes
Module 1Module 1
Recorded on: 2021-06-01
Unit 1Slide Deck: Communicating Trust
Unit 2Transcript: Communicating Trust
Unit 3Workbook: Communicating Trust
Unit 4Recording: Communicating Trust

The justice system is under heavy scrutiny. The outcome of this is the public’s deteriorating trust in the agencies and processes within. Trust-building is paramount, but the question being raised is how can it be done. This webinar discusses strategies to foster and communicate trust to the public through your agency’s website.

This session’s instructor is Emily LaGratta. Emily is a justice reform consultant and innovator working with criminal justice agencies across the US. She’s a national subject matter expert on procedural and community justice and is previously the Director of Procedural Justice Initiatives at the Center for Court Innovation.

The course covered:

  • A rundown of the criminal justice system’s diverse website users, their intentions for visiting a website, and how people form opinions based on what’s on the website.
  • The carrot and stick approach employed as part of improvements in the justice system and the loophole in which as it assumes the public trusts the system enough to accept either the carrot or the stick.
  • The importance of trust when it comes to the public’s likelihood to be more receptive, cooperative, and compliant to what is being offered to them.
  • The four elements of procedural justice essential in building trust and confidence in justice agencies.
  • Practical examples of how the elements of respect, voice, understanding, and neutral decision-making can be integrated into web content and design such as…
    • Outlining pertinent information as rules and processes that enables understanding.
    • Offering contact details, resources, and feedback mechanisms for the users to have their voices heard.
    • Providing guides and other forms of assistance to make the public’s experience with the agency smoother and unproblematic as means of showing respect.
    • Highlighting the public’s rights, that the process is the same for all, and presenting options available to display neutrality as well as transparency.
  • Leveraging existing public feedback to make the first few changes then continuously seeking feedback to further improve the public’s experience and foster trust within the institution.
  • The various ways to solicit feedback about and through the agency’s website which alludes to the voice component of procedural justice.
  • How feedback allows the agency to focus their resources and invest in changes that actually matter to those they serve.
  • Easy to implement changes and add-ons supporting trust-building.
    • Providing critical resources for specific segments that most need the support.
    • Substantive check to ensure information provided are up-to-date and accurate.
    • Ensuring public-facing updates capture the agency’s big picture goals.
    • Making sure that the same trust-building principles are reflected in both online and in-person interactions.
  • How to go by implementing the website changes by…
    • Getting buy-in for the need for the changes.
    • Prioritizing the type of changes to be made based on its impact on trust-building.
    • Finding people who can help with the conceptualization and content.
    • Measuring the impact of the changes through feedback and analytics and adjusting as needed.
  • Resources to assist with making trust-building changes in your agency’s website.

Questions from the audience are about:

  • The person in charge of processing feedback and making recommendations and decisions based on it.
  • Access to the resources provided.
  • Concerns related to the user-friendliness of the websites.
  • The frequency of updates to ensure everything is correct and up to date.
  • Accessibility options to accommodate different forms of disabilities.
  • Leveraging local universities and schools to help justice agencies in trust-building efforts.


Other Webinars with This Speaker


Resources and Handouts


Audience Comments

  • “Emily, thank you for a fantastic webinar presentation. I learned a lot of valuable information to use for building my website.” — Barbara
  • “Excellent seminar.” — Christopher
  • “The examples and advice given to broaden website info were excellent.” — Corinne
  • “Very great training! Thank you.” — John
  • “The discussion about testing the website, phone numbers, etc. [was good.]” — Kris
  • “This was a new take on the issue of Procedural Justice and one that I think is critically important.” — Kathleen
  • “Solid quotes that will inform our redesign project — looking forward to reviewing the resources.” — Tom


Additional Resources
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After the Webinar: Communicating Trust: Can Simple Website Edits Boost Legitimacy? Q&A with Emily LaGratta
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