Jay Evensen
  • Front Page
  • Opinions
  • Second Thoughts
  • Portfolio
  • Awards
  • About

As UTA (and United) knows, reputation can be hard to regain

4/11/2017

0 Comments

 
Picture
“A reputation once broken may possibly be repaired, but the world will always keep their eyes on the spot where the crack was.” — Joseph Hall, author
 
The Utah Transit Authority is all too aware of what United Airlines seems to be newly discovering. A lifetime of correct choices can’t make up for a few bad ones that get a lot of publicity.
Or, as I’ve asked more than one editor through the years who lectured me over a misspelling, how come you never bothered to compliment me on all the words I got right?

It’s human nature to dwell on misdeeds, which is why we still refer to a miserly person in casual conversation as a “Scrooge,” conveniently ignoring how, by the end of the book, Scrooge is a kind and generous person.

Jerry Benson, the president and CEO of UTA, wondered aloud this week if there is a ratio for determining how many good deeds it takes to overcome a tarnished reputation.

“Is it 10-to-1 you have to earn that back? Probably, at least,” he told the combined editorial boards of KSL and the Deseret News. “It’s going to take demonstrated trustworthiness, over a long period of time, to change that relationship.”

Maybe that and a little more.

The Utah Transit Authority has to get through all the bad news, first. And because people rarely devote the energy necessary to follow what local governments and quasi-governmental organizations do, every piece of bad news reinforces their cynicism.

Deseret News opinion editor Hal Boyd calls this, “reputational inertia.” It’s an inertia UTA will have trouble stemming, at least for a while.

It started in earnest three years ago when a legislative performance audit found all sorts of problems, from failing to collect $10 million owed by a developer to — most important of all for taxpayers — exorbitant salaries and bonuses for top executives.

Board members and managers often voted or took actions on matters that were conflicts of interest, because UTA required them only to self-report these.

Since then, the faces have changed. New policies are in place. Conflicts must be reported and reviewed independently. The agency is more transparent and open about what it does.

And yet the past is not really passed.

Earlier this month, federal prosecutors announced a grand jury had returned a 12-count indictment against former UTA board member Charles Diehl, charging him with filing a false declaration and concealing assets related to UTA when he filed for bankruptcy.

The feds said they won’t prosecute UTA itself, but they will assign a monitor to the agency for at least three years to make sure it is conducting itself properly.

Oh, and the criminal investigation will continue, which means more bad news may be coming.

UTA is trying to put a good face on this. Board Chairman Robert McKinley said the feds’ decision not to prosecute UTA is a “stamp of approval” on the changes it has made. He and others tout UTA as one of the best transit agencies in the country. But progress on this public relations front will be as hard as pulling a train through mud by hand.

Salt Lake County voters rejected a small tax increase in 2015 to build more UTA projects, a sign of how important it is for UTA to overcome the trust deficit.

“I understand this inertia problem with our reputation,” McKinley said. “But what’s interesting to me is, when I sit down and I say to people what is it exactly that you’re concerned about, it’s something that occurred eight years ago, 10 years ago. It’s nothing current, and I wish I knew how to solve that problem.”

While he searches for answers, the United Airlines case offers a bit of perspective. As far as I know, UTA hasn’t dragged a paying customer off an overbooked train for refusing to surrender a seat. But a lot of taxpayers see that as analogous to how they were forced to pay for a portion of the problem years ago.
​
Yes, it will take years to overcome that feeling. In the meantime, other public entities should take note
0 Comments

Your comment will be posted after it is approved.


Leave a Reply.

    RSS Feed

    Search this site


    Like what you read here?

      Please subscribe below, and we'll let you know when there is a new opinion.

    Enter your email address:

    Delivered by FeedBurner

    Picture

    The author

    Jay Evensen is the Opinion Editor of the Deseret News. He has more than 40 years experience as a reporter, editor and editorial writer in Oklahoma, New York City, Las Vegas and Salt Lake City. He also has been an adjunct journalism professor at Brigham Young and Weber State universities.

    Archives

    June 2025
    May 2025
    April 2025
    March 2025
    February 2025
    January 2025
    December 2024
    November 2024
    October 2024
    September 2024
    August 2024
    July 2024
    June 2024
    May 2024
    April 2024
    March 2024
    February 2024
    January 2024
    December 2023
    November 2023
    October 2023
    September 2023
    August 2023
    July 2023
    June 2023
    May 2023
    April 2023
    March 2023
    February 2023
    January 2023
    December 2022
    November 2022
    October 2022
    September 2022
    August 2022
    July 2022
    June 2022
    May 2022
    April 2022
    March 2022
    February 2022
    January 2022
    December 2021
    November 2021
    October 2021
    September 2021
    August 2021
    July 2021
    June 2021
    May 2021
    April 2021
    March 2021
    February 2021
    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    July 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019
    December 2018
    November 2018
    October 2018
    September 2018
    August 2018
    July 2018
    June 2018
    May 2018
    April 2018
    March 2018
    February 2018
    January 2018
    December 2017
    November 2017
    October 2017
    September 2017
    August 2017
    July 2017
    June 2017
    May 2017
    April 2017
    March 2017
    February 2017
    January 2017
    December 2016
    November 2016
    October 2016
    September 2016
    August 2016
    July 2016
    June 2016
    May 2016
    April 2016
    March 2016
    February 2016
    January 2016
    December 2015
    November 2015
    October 2015
    September 2015
    August 2015
    July 2015
    June 2015
    May 2015
    April 2015
    March 2015
    February 2015
    January 2015
    December 2014
    November 2014
    October 2014
    September 2014
    August 2014
    July 2014
    June 2014
    May 2014
    April 2014
    March 2014
    February 2014
    January 2014
    December 2013
    November 2013
    October 2013
    September 2013
    August 2013
    July 2013
    June 2013
    May 2013
    April 2013
    March 2013
    February 2013
    January 2013
    December 2012
    November 2012
    October 2012
    September 2012
    August 2012
    July 2012
    June 2012

    Categories

    All
    Campaign 2012
    Congress
    Crime
    Culture
    Iran
    Oil And Gas
    Poverty
    Steroids
    Taxes
    Utah
    Washington
    World Events
    World Events

    Links

    Deseret News
    Newslink
    Marianne Evensen's blog

Powered by Create your own unique website with customizable templates.
Photos from jamesjoel, DOWN ESPAÑA, garethjmsaunders, University of Salford, Adam Jones, Ph.D. - Global Photo Archive, marcoverch, See-ming Lee 李思明 SML, edgarzunigajr, Theo K, ActuaLitté, Mike Licht, NotionsCapital.com, Backbone Campaign, OIST (Okinawa Institute of Science and Technology), bradleygee, @sage_solar, sianiweston, makelessnoise, COD Newsroom, philozopher, Congressman George Miller, Jordi Bernabeu, edgarzunigajr, National Assembly For Wales / Cynulliad Cymru, simpleinsomnia, Mike Bonitz, Becker1999, manhhai, BiblioArchives / LibraryArchives, amira_a, Ken Lund, Bread for the World, r.nial.bradshaw, DearEdward, sinisterbluebox, denebola2025, thedoc31, ** RCB **, IQRemix, sandiegoduiattorney, Rob.Bertholf, Seluryar, Ben Sutherland, O.S. Fisher, Tony Webster, www.rubenholthuijsen.nl, Zachi Evenor, jonnwilliams, Lion Multimedia Production U.S.A., penjelly, jillccarlson, ADAM TAS IMAGES, UNMEER, DonkeyHotey, USDAgov, The Prime Minister's Office, Maicon Garcia, CountyLemonade, familymwr, Muffet, DonkeyHotey, tedeytan, KristineL761, penjelly, Leap Kye, sully213, NLNY, frankieleon, haven't the slightest, ljlandre, jalbertbowdenii, Rvs1966, Marion Doss, Vassilis Online, Dan Bock, Prestonbot, Frontierofficial, L. Bartha, educators.co.uk, Kelly Hunter, lindsayloveshermac, Michael.Jolley, dw_ross, Janitors, KAZVorpal, combusean, wuestenigel, apardavila, BodyWorn, MDGovpics, MHS Touchdown Club, JeepersMedia, Elvert Barnes, fred_v, CountyLemonade, mitchell haindfield, qbac07, David Holt London, Hoshi_sae, DonkeyHotey, aaronrhawkins, Ruth and Dave, CountyLemonade, Akademija Oxford, NASA Goddard Photo and Video, Chimpanz APe, huskyte77, GotCredit, sandiegoduiattorney, pacificpelican, streetsensedc, ell brown, Aaron Volkening, rgserapio, Asian Development Bank, paularps, ThoseGuys119, USDAgov, SIM USA, gnrklk, kthypryn, Zeitfixierer, vwcampin, regan76, frankieleon, Robert Couse-Baker, JoeInSouthernCA, SounderBruce, ThoseGuys119, CDC Global Health, Gage Skidmore, bunnicula, Fire At Will [Photography], Alexandre Prévot, Anth0ny Gale, vastateparksstaff, raphael.chekroun, Gerry Dincher, halseike, Prayitno / Thank you for (12 millions +) view, Gage Skidmore, infomatique, omarsalvatierragracida, Jerk Alert Productions, DonkeyHotey, Österreichisches Außenministerium, Photocapy, USDAgov, Taymaz Valley, jencu, Peter Krantz, WayShare, Mike Licht, NotionsCapital.com, gruntzooki, CountyLemonade, makelessnoise, Denise Cross Photography, Roadgeek Adam, Tony Webster, amy.gizienski, faungg's photo, makelessnoise, FolsomNatural, Loimere, free pictures of money, Exile on Ontario St, EvinDC, ell brown, kamirao, coachphatty, Keith Allison, Raido Kaldma, avrene, Shutterbug Fotos, Elvert Barnes, Andrew Feinberg, Tony Webster, danxoneil, GrandGeneralStormCommando, MShades, Joe Frazier Photo, Kurdishstruggle, Omranic, SounderBruce, Mike Morbeck, Got Credit, Scudamore's Punting Company, wuestenigel, r.nial.bradshaw, NIAID, torbakhopper, 81disasters, gaobo, John Haro, Metro Atlanta Transit Productions, foundin_a_attic, Sten Dueland, tedeytan, CarbonNYC [in SF!], Mike Licht, NotionsCapital.com, marcn, pburka, BBurchell Photography, wbaiv, heyexit, Phillie Casablanca, Neil T, LendingMemo, Elsie esq., Mike Licht, NotionsCapital.com, n4rwhals, WalterPro4755, railsr4me, JLaw45, Janitors, USDAgov, MarkDoliner, educators.co.uk, wuestenigel, Franco Folini, JeanneMenjoulet&Cie, WayShare, Gamma Man, ninara, Bob Linsdell, H.KoPP, Vegar S Hansen Photography, denebola2025, Aircaft @ Gloucestershire Airport By James, Talusss, LaBellaVida, wwarby, easysentri, evelynquek, Ken Lund, rdmsf, North Charleston, t--h--s, denisbin, stcyshn, Tim Evanson, KAZVorpal, jurvetson, Simon_sees, thisisbossi, Photographing Travis, Phil Roeder, rich701, BPPrice, Kadano, quinnums, MoneyBlogNewz, wickenden, Lost Albatross, Bernd Thaller, Dave Snowden, CountyLemonade, au_ears, annikaleigh, magerleagues, MICOLO J Thanx 4 725k+ views, DonkeyHotey, progre, frankieleon, quinn.anya, Ryan Hallock, jsnsndr, abominable_eagle, Alan Cleaver, aflcio, CDC Global Health, NASA Goddard Photo and Video, jellygator, Jason M Parrish, USDAgov, Mystery in the mail, CJS*64 "Man with a camera", BenDibble, Joybot, JoeInSouthernCA, Pawel Maryanov, kennethkonica, mitchell haindfield, USDAgov, stevebott, Tyler Merbler, NCDOTcommunications, Exile on Ontario St, CBP Photography, jboe2009, WWYD?, liveoncelivewild, vaxomatic, Hunky Punk, tedeytan, GotCredit, Find Your Feet, Fibonacci Blue, Nicholas_T, Sergey Galyonkin, shock264, Georgie Pauwels, EU Humanitarian Aid and Civil Protection, adifferentbrian, Seluryar, Riik@mctr, Andrew Moura, Michael.Jolley, kellybdc, inkknife_2000 (7.5 million views +), JeepersMedia, TheTruthAbout, Anton V. Larionov, HloomHloom, surreynews, {Guerrilla Futures | Jason Tester}, Secretary of Defense, The All-Nite Images, FootMassagez, You're In My Light (jerrysEYES), BLMOregon, Achilli Family | Journeys, Gerry Dincher, Ken Lund, Triple-green, yourbestdigs, Richard Elzey, Prestonbot, automobileitalia, Fora do Eixo, mary_gaston22, bk2000, AutrementDit Toronto., Elvert Barnes, dualdflipflop, mikemacmarketing, Hoshi_sae, torbakhopper, eburniche3, Mike Licht, NotionsCapital.com, Abeeeer, Rob.Bertholf, Don Hankins, dannielleblumenthal-thinkbrandfirst, USDAgov, wuestenigel, Michael.Jolley, xiquinhosilva, Images_of_Money, OregonDOT, [email protected], gregfriese, SounderBruce, Kevin Johnston, Imagens Evangélicas, loop_oh, Magic Robot, funktionhouse, Gage Skidmore, Yosuke WATANABE, Mark Scott Johnson, F43r1x, ljlphotography, dsearls, David Holt London, ER24 EMS (Pty) Ltd., Images_of_Money, roberthuffstutter, monkeyz_uncle, zemistor, fred_v, DonkeyHotey, Obama-Biden Transition Project, CedarBendDrive, nestor galina, brianholsclaw, ryochiji, thisisbossi, Bright Meadow, richard winchell, Svadilfari, Edward M Johnson, NavaInstigator>>>, VarsityLife, ourbethlehem, Mr. T in DC, mwanasimba, Franco Folini, qnr, Dougtone, LightinkLibrarian, Obama-Biden Transition Project, The Official CTBTO Photostream, AstroSamantha, MoreSatisfyingPhotos.com, The Shopping Sherpa, The National Guard, craigdietrich, kamshots, ewan traveler, World Can't Wait, Gila Forest, kaffeeringe, jgurbisz, gruntzooki, Supermac1961, thievingjoker, Rod Waddington, PlayfulLibrarian, Philip Taylor PT, AlicePopkorn, Raido Kaldma, dan taylor, Cannabis Culture, surreynews, cliff1066™, Lars Plougmann, ANZ Cluster Munition Coalition, Tracy O, www.davidbaxendale.com, Rob Barrett Photography, BuzzFarmers, Political Graveyard, ojbyrne, US Mission Geneva, inkknife_2000, ubiquit23, Dan Bock, irrezolut, Frankie Roberto, Abode of Chaos, KOMUnews, John Pavelka, ElectronicFrontierFoundation, DonkeyHotey, carlos.a.martinez, pnoeric, ARTS, ubiquit23, Ken Lund, Tony Fischer Photography, brewbooks, || UggBoy♥UggGirl || PHOTO || WORLD || TRAVEL ||, blackplastic, cristee12, Shan213, OPEN Sports, Korean Resource Center 민족학교, cocoate.com, karola riegler photography, 4nitsirk, gnuckx, citizenactionny, rezsox, Jeffrey Beall, david_shane, Mrs. Gemstone, Erik Daniel Drost, stockicide, kadluba, joaquinuy, quinn.anya, ReneS, StockMonkeys.com, loop_oh, Steve Tolcher, Iqbal Osman1, kiwanja, rawmustard, Anthony J, El Bibliomata, International Information Program (IIP), Alex McClung, danielmoyle, "G" jewels g is for grandma, slgckgc, Images_of_Money, fivedollarones, x1klima, Gabriel GM, redjar, andertoons, gvgoebel, .Larry Page, Mr. T in DC, chintanamin, KatVitulano Photos, Ken Lund, adactio, shroncin, RobotSkirts, jeffschuler, VinothChandar, Joybot, neurollero, erasergirl, Matías Garabedian, viviandnguyen_, Digitale Gesellschaft, markhillary, mkphotonet, jgBeachcomber, jimbowen0306, Franco Folini, dno1967b, jurvetson, MargaretNapier, Elvert Barnes, muddum27, [email protected], Frontierofficial, dsearls, Shamanic Shift, Andrew Feinberg, Prayitno/ more than 2 millions views: thank you!, playerx, FSonne-pennstate73, The Daring Librarian, Vicky Hugheston, thenestor, Dusan Simonovic, David Reber's Hammer Photography, Justin A. Wilcox, Hollywood_PR, AR McLin, BrownGuacamole, Gage Skidmore, zache, Medill DC, wheat_in_your_hair, patricialow, Matt McGee, Bill Stanley, jerekeys, cletch, 6SN7, killrbeez, شبكة برق | B.R.Q, colros, Eric Kilby, kenteegardin, Mike Licht, NotionsCapital.com, Erik Daniel Drost, Edward Dalmulder, chris friese, simone.brunozzi, Daquella manera, stevebott, stevendepolo, DFID - UK Department for International Development, justinmatthew21, a.drian, cudmore, Extra Ketchup, wbaiv, Loren Javier, swanksalot, CountyLemonade, indigoprime, Bryn Pinzgauer, Paul Robertson, Gruenemann, r.nial.bradshaw, Sam Beebe, Ecotrust, Fibonacci Blue, .jocelyn., RESchroeder, MoneyBlogNewz, matze_ott, swskeptic, peterolthof, Charleston's TheDigitel, Tony Webster, Themeplus, sDanOoO, CountyLemonade, Our Dream Photography (Personal), anitakhart, Waiting For The Word, Matt-Zimmerman, Dougtone