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Computer-Mediated Communication

Computer-Mediated Communication. Trust, Trustworthiness and Reputation (Part I) In Computer-Mediated Communication. First of all… Why Care about Internet Trust?. This is the Internet. Trust and Trustworthiness. Defining Trustworthiness. An assessment of one ’ s future behavior

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Computer-Mediated Communication

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  1. Computer-Mediated Communication Trust, Trustworthiness and Reputation (Part I) In Computer-Mediated Communication

  2. First of all…Why Care about Internet Trust? Computer-Mediated Communication

  3. This is the Internet Computer-Mediated Communication

  4. Trust and Trustworthiness Computer-Mediated Communication

  5. Defining Trustworthiness An assessment of one’s future behavior ‘Trustworthiness’ is a characteristic that we infer Theoretically linked to perceived competenceand motivations of a given individual • Competence to act in a way we deem appropriate • Motivation to act in our best interests Computer-Mediated Communication

  6. Competence and Motivation in Online Goods and Services: Which is More Important to Potential Buyers? Cook, Karen S., Coye Cheshire, Alexandra Gerbasi and Brandy Aven. 2009. "Assessing Trustworthiness in Providers of Online Goods and Services." eTrust: Forming Relationships in the Online World. Computer-Mediated Communication

  7. Results: Who is the Most Trustworthy Seller? High Motivation and Low Competence High Competence and Low Motivation • Competence to act in a way we deem appropriate • Motivation to act in our best interests Camera (goods) Photography/Web(Service) Computer-Mediated Communication

  8. Competence! Motivation! Vs. Computer-Mediated Communication

  9. Signaling Trustworthiness Symbols indicators of trust-warranting properties in a person (Conventional Signals) Symptoms by-product of actions that are associated with trust (Assessment Signals) Computer-Mediated Communication

  10. The multidisciplinary problem of trust “Although some philosophers write about trust that is not interpersonal, including ‘institutional trust’… trust in government… and ‘self-trust’… most would agree that these forms of ‘trust’ are coherent only if they share important features of (i.e. can be modeled on) interpersonal trust. This is why I say that the dominant paradigm of trust is interpersonal.” (McLeod 2006) Computer-Mediated Communication

  11. Different Definitional Approaches to Trust Cognitive Psychology • Trust as “personality trait” (dispositional trust) • Trust as learned experience (learned trust) Philosophy • Trust versus reliance, security Sociology and Social Psychology • Trust as behavior (situational and relational trust) • Trust builds through risk-taking • Assessment of trustworthiness based on perceptions of others’ characteristics Computer-Mediated Communication

  12. Defining Interpersonal Trust “Trust exists when one party to the relation believes the other party has incentive to act in his or her interest or to take his or her interest to heart.” “dependence on something future or contingent” “one in which confidence is placed” “to place in the care of another; entrust” “to have or place confidence in; depend on” “reliance on something in the future; hope” Computer-Mediated Communication

  13. Trust-Building in the Sociological, Relational Sense Interpersonal Trust Trust as an attitude about others’ desire and ability to act in a positive way towards us in a given context Involves repeated interactions between parties Theoretically linked to risk-taking Also distinct from the concept of ‘cooperation’ Computer-Mediated Communication

  14. Conditions for Trust (((This is distrust, not trust!) • Trust is optimistic; the opposite is distrust. • The truster accepts some level of risk orvulnerability • There must exist a potential for betrayal See: http://plato.stanford.edu/entries/trust/ Computer-Mediated Communication

  15. “ No noble thing can be done without risks. ” — Michel Eyquem de Montaigne Computer-Mediated Communication

  16. Risk What is at stake in a given situation/interaction? Risks may be defined by the situation (e.g., a warzone, vs contacting someone through an online dating service) Risks may be vary across exchange situations with the same partners (in many cases the participants can change the relative risks) Computer-Mediated Communication

  17. Uncertainty Ambiguity about the result of an interaction Computer-Mediated Communication

  18. Trust, Uncertainty and Commitment Peter Kollock (1994) – “rice and rubber markets” • uncertainty about quality leads to commitment and trust Computer-Mediated Communication

  19. Using Games and Game Theory toUnderstand Trust-Building in CMC Computer-Mediated Communication

  20. Bos et. al 2002: Effects of four types of CMC Channels on Trust Development Computer-Mediated Communication

  21. Bos et. al 2002: Effects of four types of CMC Channels on Trust Development Computer-Mediated Communication

  22. The authors … results back the idea that CMC channels are less conducive to trust. But we have some great examples where people have worked together effectively using almost exclusively CMC channels (for example, many open source software projects). How do those cases defy the odds? Is it just that there are benefits of CMC channels (e.g., cheap, facilitating communication with a large number of people, asynchrony, recordable, etc., etc.) which can sometimes outweigh the negative effects of trust? Or is it that occasional face to face meetings (e.g., open source conferences) are successful in helping to overcome the downsides of CMC channels? – James McCauley Computer-Mediated Communication

  23. Betrayal… Computer-Mediated Communication

  24. What about Trust of Online Systems?Nissenbaum 2004 Again, consider Betrayal: • If we trust someone to do something, if he/she/it does not do so we are disappointed. • But can this ‘betrayal’ really occur with inanimate objects? (computer, online service, software) Computer-Mediated Communication

  25. …the acronym IRL, in real life, used to be widely used online. The fact that it isn't used as much today could be used to draw the conclusion that the division between online and "real life" has been blurred or even erased. Trusting and interacting with computers have become so easy and natural - do I ever doubt Google Maps will take me where I want to go? Almost never. – Allison Yee …when it comes to the human-to-system interaction, I feel I am more open to disclosing details. For instance, shopping online on amazon, using mobile apps for conveyance like uber or lyft. The brand name and the assurance system play an important role along with the fact that these systems help save time, energy and simplify our tasks. – Meghana Murthy Sibi Narayana Computer-Mediated Communication

  26. Perhaps the Solution to Trust involves Assurances, Security? Computer-Mediated Communication

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