Can government public communications elicit undue trust? Exploring the interaction between symbols and substantive information in communications

Effective public communications have been proposed as a remedy for citizens' distrust in government. Recent studies pointed to the emotional effect of symbolic elements, entangled in government public communications (e.g., logos, images, and celebrities). Still, they did not examine the interaction between these symbols and the substantive information in communications about bureaucracies' performance and policies. Exploring this interaction is important for understanding the theoretical mechanisms underlying the effect of symbolic communication on citizens' trust. Also, it is essential to assess symbols' potency to unduly compensate for unfavorable or logically unpersuasive information, and enable public organizations to escape justified public criticism. Building on the social psychology Elaboration Likelihood Model, I theorize that symbols may increase citizens' trust by conducing citizens to pay less attention to logically unpersuasive information, and thus offsetting its negative effect. I test this indirect mechanism via a large survey experiment, focusing on the Israeli Environment Protection Ministry. The experimental results support the research hypotheses and suggest that the effect of symbolic elements is stronger when communications include logically unpersuasive information. I discuss the implications of these findings for democratic responsiveness and accountability.