"In short, people feel betrayed and abandoned by the institution, and their response is to abandon the institution whether it is a party or a church."

Distrust of institutions, both religious and secular, was growing long before the Internet appeared in the 1990s.  Thanks to Woodward and Bernstein, The Boston Globe, and many others, we have seen that institutions are often run by people who put their own interests before the common good or even basic public decency.  A continuing problem is that too many leaders of institutions don't believe they need to earn trust.  They believe they already have it because of their high offices.  Pope Francis is the kind of leader who knows better.