Trust is the next infrastructure.

"In managing utility infrastructure for 15 municipalities, I know firsthand that operational excellence means nothing without public trust. In an era where speed and automation are eroding that trust, Donna Vincent Roa makes a powerful case that communication must be treated as infrastructure, not decoration. The Trust Tax offers a timely, mission-critical framework for restoring accountability and clarity in high-consequence sectors."

"In her new book, Dr Donna Vincent Roa addresses a crucial issue for all involved in sustainably delivering essential public services like water. Water leaders know that public confidence in sector institutions is fundamental to the implementation of the kinds of innovation required to meet the water challenges that communities are facing. Donna’s important work calls our attention to the rapidly changing trust environment in which we find ourselves at this critical time for water."

"With The Trust Tax, Donna Vincent Roa puts the spotlight not only on where and how trust is created, and why it currently is so much at risk, but also why we need it for our common future. Investing in trust takes time, ever lasting commitment, and the courage to be radically inclusive. Reinventing that space is what we can learn from Donna."

"The Trust Tax speaks directly to a challenge every city and community leader understands: people judge institutions not only by what they do, but by how clearly and credibly they communicate. Donna Vincent Roa shows that communication is not a side function. It is part of the public service itself. For those of us who have worked to build trust between government and the communities it serves, this book offers both validation and a much-needed call to do better."

"In the age of AI, how do we even know what is real? Arendt saw the battle of the modern world as thinking versus thoughtlessness. Virilio predicted an Information Bomb shattering our perception of reality. The AI tools we are building demand more sophisticated human oversight than anything before them — while hollowing out the pipeline that produces sophisticated humans. There will be a backlash against the noise. Donna Vincent Roa’s The Trust Tax arrives exactly at that moment."

"Years ago, Donna and I collaborated on a book project where she contributed a chapter arguing that “one water” management would never cohere without “one water communication.” She was already pressing the case that communication is the connective tissue of serious work, not its wrapping paper. The Trust Tax is the mature expression of that conviction. She has built the doctrine, the diagnostics, and the language for what too many leaders sense but cannot name: that every unclear notice, every unaccountable message, every silent stretch is a tax the public is quietly paying. This book belongs in the hands of anyone who runs systems people depend on."

"In working with Donna on WorkwithUSAID.gov, I saw her conviction that real success comes from making complex systems clearer, more accessible, and more accountable to the people they serve. The Trust Tax builds on that same insight, offering a timely and important perspective on trust, communication, and leadership in high-consequence environments."

"The Trust Tax is a book that talks about how to deal with the problems of effective communication in business organizations. It shows how accountability is the basis of leadership, turning possible challenges into strategic advantages. This book not only changed my perspective about professional interaction, but it has also given me a useful point of reference for restoring integrity when it is most needed. Anyone who wants to be a clear, trusted, dependable and effective leader will find it to be an excellent resource."

"The Trust Tax by Donna Vincent Roa is a compelling and timely exploration of how communication shapes trust in high-stakes environments. What stands out immediately is the author’s ability to show how communication directly influences outcomes, behavior, and institutional credibility. This book is not just a critique; it is a call to action."

"Donna’s book feels real and easy to connect with. It reflects true experiences and shows how complex our decisions can be in everyday life. It gently pushes you to think deeper and search for your own answers along the way. A meaningful read that stays with you and makes you reflect."

"The Trust Tax resonated with me because I’ve seen firsthand how easily overlapping authorship can blur accountability and weaken the link between evidence, judgment, and action. Donna’s argument that communication is infrastructure, and needs to be built into the design of institutions rather than treated as an afterthought, sharpened that for me. It feels especially relevant now, when AI is increasing the pressure on organizations to make ownership and responsibility more explicit, not less."

"You can build amazing things, hire the best people, and still fail. Not because of the product. Because no one had the clarity to lead, the trust to speak, or the courage to engage meaningfully. Donna names that cost. How slow, compounding, and mostly invisible it is until it isn’t. In the AI era, knowing what to build is no longer enough. Critical thinking and communication are the new competitive edge."

"The Trust Tax is a timely, insightful, and necessary book for anyone who cares about trust, leadership, and the consequences of communication. Drawing on decades of high-stakes experience, Donna Vincent Roa shows why communication is a leadership imperative. This book is both a wake-up call and a practical toolkit for leaders navigating environments where words can build confidence—or quietly erode it. Erosion can be hidden and quite costly."

"In The Trust Tax, Donna addresses important and timely issues for high-stakes communication. We are all exhausted from deciding if our emails, phone calls, or messages are real or fraud. So when important messages go out, especially those concerning our health and wellness, we must be able to trust them. Throughout this book, Donna explains how AI is both speeding up and diluting the message, while accountability slips away. In this book you will find great strategies and checklists to be sure your message is clear when the stakes are high."

"This book advocates for a shift in mindset: communication must be treated as a core operational responsibility, not a secondary task. By restoring accountability in how critical information is shared, institutions can reduce risk, strengthen trust, and better serve the communities that depend on them."

"Donna Vincent Roa makes a compelling case that communication isn’t a support function—it’s infrastructure. The Trust Tax gives leaders a practical framework for improving clarity, accountability, and trust when the stakes are high. If your words carry consequence, this book will change how you think about them."

"Donna’s work offers a novel framework for all levels of communication. By incorporating “The Trust Tax,” leaders will uphold transparency and accountability, ensuring trust is an intentional, verified, and enduring outcome. A timely publication in an increasingly complex and AI-driven world."

"In an era where technological speed is accelerating the erosion of accountability and trust. Donna Vincent Roa uncovers the shift in the way we think about messaging, arguing clear communication is essential infrastructure—not a soft skill. She defines “trust tax” as the hidden, real-world cost, organizations pay when people stop trusting what they say, while providing the principles necessary to reduce that institutional debt."

"Donna Vincent Roa brings both intellectual rigor and lived experience to a subject that could not be more relevant in an era of AI-driven content and diminishing accountability. The Trust Tax challenges leaders to take ownership of how their words shape outcomes—and to design communication systems that earn, rather than assume, trust. It’s a smart, timely, and useful contribution."

"“The Trust Tax” is essential reading for the AI era. Communication visionary Donna Vincent Roa unpacks what feels off about our information environment and how institutions can rebuild trust. Through personal reflection and practical case studies, “The Trust Tax” is a priceless guide for a future that is increasingly hard to trust."

"At a time when trust has become both fragile and scarce, yet is still too often treated as an abstract leadership ideal rather than an institutional resource, this book offers a much-needed perspective for public sector organizations. Drawing on decades of executive experience, Donna shows that unlike in the private sector, where reputational collapse can threaten survival, public sector trust often erodes gradually through consequential failures. Her concept of the “trust tax” powerfully captures how poor communication produces chronic operational inefficiency. By treating communication as institutional infrastructure, Donna offers both a compelling vision and practical guidance for building trust where it matters most."

"Donna’s book stays with you. It feels grounded in real experience, not just theory. You sense the complexity behind institutions, decisions, and communication. Nothing is as simple as we often think. It also raises an important question: When everyone is involved, who is truly responsible? A subtle, but powerful reflection that makes you rethink how systems actually work, and if we can make a change or leave."

"In The Trust Tax, Donna Vincent Roa offers a sharp and necessary argument for treating communication as infrastructure, not an afterthought. The book powerfully connects trust, accountability, and leadership in environments where unclear communication can carry real consequences. It is an insightful and relevant read for leaders seeking to communicate with greater clarity, responsibility, and integrity."