ComputerMediated Communication Trust Trustworthiness and Reputation Part I

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

First of all… Why Care about Internet Trust? 9/17/2020 Computer-Mediated Communication 1

This is the Internet 9/17/2020 Computer-Mediated Communication 2

TRUST AND TRUSTWORTHINESS 9/17/2020 Computer-Mediated Communication 3

Defining Trustworthiness An 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 9/17/2020 Computer-Mediated Communication 4

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. " e. Trust: Forming Relationships in the Online World. 9/17/2020 Computer-Mediated Communication 5

Results: Who is the Most Trustworthy Seller? High Competence and Low Motivation High Motivation and Low Competence to act in a way we deem appropriate Motivation to act in our best interests Camera (goods) 9/17/2020 Photography/W eb(Service) Computer-Mediated Communication 6

Competence! Motivation! Vs. 9/17/2020 Computer-Mediated Communication 7

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) 9/17/2020 Computer-Mediated Communication 8

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. ” (Mc. Leod 2006) 9/17/2020 Computer-Mediated Communication 9

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 risktaking § Assessment of trustworthiness based on perceptions of others’ characteristics 9/17/2020 Computer-Mediated Communication 10

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” 9/17/2020 “to place in the care of another; entrust” “dependence on something future or contingent” “reliance on something in the future; hope” Computer-Mediated Communication 11

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 Also distinct from the concept of ‘cooperation’ 9/17/2020 Computer-Mediated Communication 12

Conditions for Trust (((This is distrust, not 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/ 9/17/2020 Computer-Mediated Communication 13

“ No noble thing can be done without risks. ” — Michel Eyquem de Montaigne 9/17/2020 Computer-Mediated Communication 14

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) 9/17/2020 Computer-Mediated Communication 15

Uncertainty Ambiguity about the result of an interaction 9/17/2020 Computer-Mediated Communication 16

Trust, Uncertainty and Commitment Peter Kollock (1994) – “rice and rubber markets” § uncertainty about quality leads to commitment and trust 9/17/2020 Computer-Mediated Communication 17

Using Games and Game Theory to Understand Trust-Building in CMC 9/17/2020 Computer-Mediated Communication 18

Bos et. al 2002: Effects of four types of CMC Channels on Trust Development 9/17/2020 Computer-Mediated Communication 19

Bos et. al 2002: Effects of four types of CMC Channels on Trust Development 9/17/2020 Computer-Mediated Communication 20

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. ) 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 Mc. Cauley 9/17/2020 Computer-Mediated Communication 21

Betrayal… 9/17/2020 Computer-Mediated Communication 22

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) 9/17/2020 Computer-Mediated Communication 23

…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 9/17/2020 Computer-Mediated Communication 24

Perhaps the Solution to Trust involves Assurances, Security? 9/17/2020 Computer-Mediated Communication 25