The continuing saga of Hillary Clinton and her private email server serves as a fresh reminder that how you respond to a crisis is what influences public opinion.
Lanny Davis, former counsel to President Clinton and a Hillary Clinton supporter, shared a telling observation from his recent visit to Iowa:
"I was attending the Iowa Cubs (AAA minor-league team) baseball game. Interestingly, out of dozens of people I sought out and talked to about [Hillary] Clinton, their focus was not concern about her use of emails or housing them on her own secure server, but rather, what they thought was her absence of immediate transparency and explanation as to what happened and why."
In a piece written for "The Hill," Davis attributes Clinton's precipitous 13 percent fall in the latest Des Moines Register poll to her mishandling of the email server issue. He bolsters that conclusion by noting the poll shows Clinton still enjoys high favorability ratings (seven out of 10 Democrats hold a favorable impression) and 60 percent of Democrats don't regard the email issue as all that serious.
What bothers voters is how Clinton has handled the issue. Her death-by-a-thousand-cuts response has allowed the issue to fester in public and opened the door to questions about her trustworthiness, a nagging worry that has some history with the Clintons.
What's most evident and disappointing is that Clinton has missed an opportunity to enhance her political reputation by showing she can be trusted. Instead, Clinton treated the issue initially as insignificant and later made light of her decision to use private email while secretary of state. She turned over emails only after pressure built to do so. She failed to see the potential danger in this issue and, therefore, didn't take bold steps to own it and see that it was vetted fully as soon as possible.
Clinton is hardly alone in missing opportunities to build trust through a crisis. Often times it is the smartest person in the room who makes the dumbest mistake when it comes to crisis response.
Whether the email episode will derail Clinton's trip to the Democratic presidential nomination and ultimately the White House remains to be seen. But without question, Clinton has made the journey harder by how she mishandled this crisis and missed a chance to make it easier.