A short article 'As an FBI agent, I know communities hold the key to fighting terrorism' and the thread title is his last phrase:http://www.theguardian.com/commentis...muslim-jihadi?

A key paragraph:
We believed trust is developed over time and if they viewed us as trying to keep them and their environment safe, then slowly they would cooperate. We are able to get cooperators and informants based on our soft approach. The people we did befriend and worked with on a consistent basis realised that we were concerned for the quality of their life and how we could make their conditions better, as opposed to using them for information only. The more of these intimate interactions occur, the more comfortable the community is going to feel.