ComputerMediated Communication Trust and Trustworthiness Theoretical and Conceptual

Computer-Mediated Communication Trust and Trustworthiness: Theoretical and Conceptual Issues Coye Cheshire //

Privacy and Trust …”trust” others not to share our information …”trust” systems to route and protect information …”trust” 3 rd parties not to collect/track our information traces and not use them publicly for advertising, targeting potential criminal behavior, non-normative behavior, etc? 9/25/2020 Computer-Mediated Communication 1

TRUST AND TRUSTWORTHINESS 9/25/2020 Computer-Mediated Communication 2

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. ” (Mc. Leod 2006) 9/25/2020 Computer-Mediated Communication 3

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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. ” “one in which confidence is placed” “to have or place confidence in; depend on” 9/25/2020 “to place in the care of another; entrust” “dependence on something future or contingent” “reliance on something in the future; hope” Computer-Mediated Communication 5

“Trust” in Information, Systems, Interfaces? Trust vs. Credibility Trust vs. Reliability, Security 9/25/2020 Computer-Mediated Communication 6

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 risktaking § Assessment of trustworthiness based on perceptions of others’ characteristics 9/25/2020 Computer-Mediated Communication 7

Conditions for Trust § Trust is optimistic; the opposite is distrust. § The truster accepts some level of risk or vulnerability § There must exist a potential for betrayal See: http: //plato. stanford. edu/entries/trust/ 9/25/2020 Computer-Mediated Communication 8

Trustworthiness Involves assessment of one’s future behavior ‘Trustworthiness’ is a characteristic that we infer Theoretically linked to perceived competence and motivations of a given individual § Competence to act in a way we deem appropriate § Motivation to act in our best interests 9/25/2020 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) 9/25/2020 Computer-Mediated Communication 10

Building Trust and Role of Agency Behavioral Components § Expected Behavior § Observed Behavior § Note that agency and choice are dyadic in interpersonal relationships. 9/25/2020 Computer-Mediated Communication 11

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) 9/25/2020 Computer-Mediated Communication 12

Trust-Building in the Sociological, Relational Sense Interpersonal 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’ 9/25/2020 Computer-Mediated Communication 13

“ No noble thing can be done without risks. ” — Michel Eyquem de Montaigne 9/25/2020 Computer-Mediated Communication 14

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) 9/25/2020 Computer-Mediated Communication 15

Uncertainty Ambiguity about the result of an interaction (uncertainty) 9/25/2020 Computer-Mediated Communication 16

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Trust, Uncertainty and Commitment Peter Kollock (1994) – “rice and rubber markets” § uncertainty about quality leads to commitment and trust 9/25/2020 Computer-Mediated Communication 18

Sources of Uncertainty in Exchange/Interaction Quality of ‘goods’ or ‘services’ Structural uncertainty of an exchange Uncertainty about finding an exchange partner 9/25/2020 Computer-Mediated Communication ? 19

What are the “Solutions” to Uncertainty in CMC Environments? Proxies and ‘inferred trustworthiness’ Institutional backing Closed Systems versus Open Systems § Experiential, often negativeonly reputations (not explicit) 3 rd party (explicit) reputation 9/25/2020 Computer-Mediated Communication 20