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Computer-Mediated Communication

Computer-Mediated Communication. Trust and Trustworthiness: Theoretical and Conceptual Issues. Privacy and Trust. …”trust” others not to share our information …”trust” systems to route and protect information

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Computer-Mediated Communication

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  1. Computer-Mediated Communication Trust and Trustworthiness: Theoretical and Conceptual Issues

  2. Privacy and Trust …”trust” others not to share our information …”trust” systems to route and protect information …”trust” 3rd parties not to collect/track our information traces and not use them publicly for advertising, targeting potential criminal behavior, non-normative behavior, etc? Computer-Mediated Communication

  3. Trust and Trustworthiness Computer-Mediated Communication

  4. The multidisciplinary problem of trust While definitions vary widely, relevance is rarely disputed: “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

  5. Computer-Mediated Communication

  6. 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

  7. “Trust” in Information, Systems, Interfaces? Trust vs. Credibility Trust vs. Reliability, Security Computer-Mediated Communication

  8. Defining 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

  9. Conditions for 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

  10. Trustworthiness Involves 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

  11. 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

  12. Building Trust and Role of Agency Behavioral Components • Expected Behavior • Observed Behavior • Note that agency and choice are dyadic in interpersonal relationships. Computer-Mediated Communication

  13. What about Trust in Systems?Nissenbaum 2004 Role of 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

  14. 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 Distinct from the concept of ‘cooperation’ 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? - The risk may be defined by the situation (i.e., it cannot vary) - The risk 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 (uncertainty) Computer-Mediated Communication

  18. Computer-Mediated Communication

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

  20. Sources of Uncertainty in Exchange/Interaction Quality of ‘goods’ or ‘services’ Structural uncertainty of an exchange Uncertainty about finding an exchange partner ? Computer-Mediated Communication

  21. What are the “Solutions” to Uncertainty in CMC Environments? Proxies and ‘inferred trustworthiness’ Institutional backing Closed Systems versus Open Systems • Experiential, often negative-only reputations (not explicit) 3rd party (explicit) reputation Computer-Mediated Communication

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