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The Power Broker #7: Sec. Pete Buttigieg
99% Invisible
Transparency Drives Behavioral Change
Increasing transparency by providing easily understandable information can lead to behavioral change. When faced with frustrations around cancellations and delays in the airline industry, the initiative of creating a website with simple indicators to show which airlines provide better care for passengers was taken. Notifying airline CEOs in advance about the upcoming transparency measure prompted them to improve their customer service plans proactively. This approach, although not an enforcement action or rulemaking, was effective in fostering real change in the industry. The power of transparency in influencing behavior was underscored, complementing traditional tools like rulemaking and enforcement.
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