Recently, I was invited to be a panelist to discuss Building Reputation: Trust Deficit in the World of Fake News.
the notes I prepared for myself (with some elaboration, specifically for this
The marketplace of reputation
is built on the currency
Reputation provides the
shorthand of trust – and becomes the lens by which we view the
When I joined Uber, we started with a trust deficit that cost us goodwill and the benefit of the doubt. For example: The #DeleteUber social backlash following the taxi strike in New York City. Uber sent out a tweet announcing its decision to suspend dynamic pricing after a taxi strike at JFK airport in protest of President Trump’s immigration ban. Uber was accused of trying to break the strike, leading to a #DeleteUber social backlash. However, the tweet was actually sent out over 30 minutes after the strike ended. Still, it fit the narrative of “bad boy Uber,” didn’t it?
Netflix is a brand that is almost universally liked by its users. We have thousands of shows but you probably love it because the specific shows that you love. You probably forgive us for the thousands of other shows that you don’t.
communication doesn’t occur in a vacuum – this is where the of the media
becomes vital. However, there is much to be discussed regarding the role of
media as The Fourth Estate. Which leads
Point 2: Fake news is possible
because it is possible to distrust the media.
that vacuum, bad actors fill the void with misinformation.
plays a key role and it’s why I have a keen interest in the survivability of
the media industry. My concern is that with increasing overheads and budgetary
pressures, some are veering very close to pay to play models.
So what are we doing about this?
Building & Safeguarding our reputation and building trust has become far more important amidst the noise and fake news.
We are also exploring models of becoming our own media channels – owned channels (I.e. newsrooms).
On Wednesday earlier this week, I was invited to get into the hot seat for a fireside chat with Tim Sharp, APD’s Regional Head of Social Media at an Interactive Advertising Bureau (IAB) event to discuss Stamping Out Social Wildfires. The conversation was covered by IAB on their website here; and appended below.
Now, one year later, I begin the next leg of my trip with Uber!
Following a search that included internal and external candidates, I’m superpumped to begin my new role as Head of Communications for Southeast Asia. In this role, I will be responsible for the Communications teams based out of Singapore, Malaysia, Thailand, Vietnam and the Philippines.
I am thrilled to grow my career in one of the most exciting companies on the planet! Even with everything that has recently happened – the truth is, we’ve only just begun. As a company, we are making definitive progress as we continue to focus on profitability. In Southeast Asia, there is so much more potential to realise even when you consider our transport and UberEATS businesses alone!
We will focus on growing Uber as a sustainable business in the region: serving riders and consumers; driver-, delivery-, and restaurant-partners; as well as other key stakeholders – by helping Southeast Asia’s cities unlock growth and mobility with Uber’s smart innovation.
Are we there yet? Do we have everything figured out?
Like I said, we’ve only just begun.
Some of the most enduring and respected companies of our time have gone through their own version of a ‘redemption journey’ – and it is a privilege to play a role in this chapter of Uber’s story.
Earlier in May this year, I had the pleasure of sharing the story of Mdm. Teo Yoke Lan, a chic senior citizen who is an UberEATS delivery-partner in Singapore, which even got a shoutout from Uber CEO Travis Kalanick.
Mdm. Teo’s story was so inspiring, she recently inspired another shoutout – this time from Singapore Prime Lee Hsien Loong!
During his 2017 National Day Rally speech (an annual address on key national challenges and major policy changes, comparable to the State of the Union address delivered by the US President), PM Lee spoke about Singapore’s aspirations to become a Smart Nation and cited UberEATS Delivery-Partner Mdm Teo Yoke Lan as a great example of someone adapting to technology. Noting that she’s nicknamed “Wonder Woman”, PM Lee even showed several minutes of the media’s previous video features of Mdm Teo as an UberEATS delivery-partner.
PM Lee said, “We should learn from her optimism and enthusiasm, her ‘can do’ spirit of life-long learning. Mdm Teo seized the opportunities that IT presents, and is able to make a living and keep fit at the same time. IT can improve our lives in many other aspects. It is never too late to learn and use IT to make our lives more convenient, safer and richer.”
Key national media also picked up PM Lee’s comments as well as highlighting Mdm. Teo in their stories: