in business,

企業危機、

in government,

政府危機、

in the media.

和媒體危機中贏得信任

What are you doing to increase trust in Airbnb?

你們做了些什麼來增加人們對 Airbnb 的信任？

It's a great question. Thanks so much.

這是一個好問題，謝謝

Like you said, there is this crisis of distrust right now.

就像你說的，不信任的危機確實存在

People are trusting less in these main institutions,

人們越來越不信任這些主要機構

but they're trusting in each other more.

但他們更信任彼此

And Airbnb was designed specifically to build that trust.

而 Airbnb 就是專門設計來建立那種信任的

We went back and we looked through how we can leverage that new phenomenon,

我們回頭看看可以如何利用這個新現象

and that's when we started to come up with the...

那就是當我們開始想出...

It's really about the hierarchy needs.

這真的跟需求層次理論有關

And we need to continue to facilitate, and build that trust.

而我們必須持續促進並建立那種信任

So what does that mean? Because I know you're actually using technology to facilitate it.

所以那是什麼意思呢？因為我知道你們事實上正在運用科技來促進它

Yeah, absolutely.

是的，沒錯

So first and foremost we realize that people need to know that they're gonna be safe.

最重要的就是我們意識到人們需要知道自己將會是安全的

They have to feel safe.

他們必須感到安全

So we do a number of things to use that technology to do that.

因此我們運用科技做了許多事情來達成這項目標

Like we risk assess each and every reservation,

像是我們會對每一筆預約進行風險評估

we run global watch list checks against all of our users worldwide,

我們對全球所有用戶進行觀察名單檢查

we background check hosts and guests in the U.S.

我們查核美國屋主與房客的背景

But just being safe isn't enough.

但單單只有安全是不夠的

We're using this technology to also build connections.

我們也運用這項科技來建立連結

There are detailed profiles,

像是有詳細的個人簡介

there is a messaging system where you can learn more about each other,

人們可以從訊息系統中更了解彼此

and there are reviews where you can look at previous history.

還有評論可以讓你查看以前的歷史記錄

And on top of that, we know that people need to know that they're not alone.

最重要的是，我們了解到，人們需要知道他們並不孤單

Airbnb is there for them.

Airbnb 會陪伴他們

So if they get to a listing and it's not as what they wanted, it's not as advertised,

所以如果他們得到一個列表，而那跟他們想要的不一樣，也不如廣告所言

they've got someone to reach out to.

他們有個對象可以尋求幫助

You have a national security background.

你有國家安全的相關背景

You were a Deputy Chief of Staff for the CIA during the Obama administration.

你曾是歐巴馬政府時期的中情局副參謀長

I'm curious how that experience informs what you're bringing to Airbnb,

我很好奇那樣的經歷如何告訴你要為 Airbnb 帶來些什麼

and how you might complement something that Brian Chesky might think.

以及如何補足執行長 Brian Chesky 可能會想到的東西

Yeah, I know. That's a great question.

是的，我了解，那是個好問題

Airbnb, the tech sector sharing economy is filled with some of the most optimistic people in the world .

Airbnb 這個共享經濟的科技部門充滿了全世界最樂觀的一群人

Exactly.

沒錯

Brilliant, and also very optimistic.

個個才華洋溢，且非常樂觀

I come from a background and bring a very different light to that.

我來自一個不同的背景，並帶來了相當不同的觀點

And I'm way more cynical.

而且我比較悲觀、憤世嫉俗

And that's because of some of the previous experience that I've had.

那是因為我以前的一些經歷

But I think a healthy dose of cynicism matched with the right optimism and brilliance

但我認為，我們大多數的工程師和專案經理們所展現出的合理的懷疑主義，以及正確的樂觀主義和才華

that most of our engineers and project managers bring to the table is a really good partnership.

在這互相搭配下，展現出非常好的合作關係

The hotel lobbying groups are upping their attacks on Airbnb.

飯店遊說團體正對 Airbnb 進行攻擊

There's one recent ad connecting the platform with terrorists.

最近有一支廣告將 Airbnb 平台和恐怖份子連結在一起

How do you respond to that?

對於那個你怎麼回應？

It's disgraceful. It's disrespectful and despicable.

這是可恥的、不尊重且卑鄙的

I know people who have lost their lives.

我認識一些失去性命的人們

People have fought very hard for this country and to have an issue like that politicized,

人們為這個國家付出很大的努力，而現在把一個像這樣政治化的問題

to make a business point or to continue to price gouge their consumers,

搞成一個商業噱頭，或是繼續哄抬價格、欺騙消費者

is very hurtful.

這造成了很大的傷害

Safety is the number one priority of Airbnb.

安全是 Airbnb 首要的任務

Trust is a fundamental currency in the sharing economy and is the thing we focus on the most.

信任則是共享經濟中的基礎貨幣，而這正是我們最關注的事情

So we do a number of things like background checks,

因此我們做了許多措施像是背景查核

like global watch list checks.

對全球用戶進行觀察名單檢查

The hotels don't even do any of that.

飯店甚至沒有做到這當中的任何一點