Computer-Mediated Communication Trust and Trustworthiness

Computer-Mediated Communication — Cheshire & Fiore Let the Dance Begin! 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

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) 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Computer-Mediated Communication — Cheshire & Fiore 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Trust and Trustworthiness “one in which confidence is placed” “dependence on something future or contingent” “to have or place confidence in; depend on” “to place in the care of another; entrust” “reliance on something in the future; hope” “to have or place confidence in; depend on” 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

“Trust” in Information, Systems, Interfaces? Trust vs. Credibility Trust vs. Reliability, Security 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Computer-Mediated Communication — Cheshire & Fiore 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 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Computer-Mediated Communication — Cheshire & Fiore 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/ 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Computer-Mediated Communication — Cheshire & Fiore Trustworthiness Involves assessment of one’s future behavior ‘Trustworthiness’ is a characteristic that we infer about others Theoretically linked to perceived competence and motivations of a given partner Competence to act in a way we deem appropriate Motivation to act in our best interests 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

How Do We Signal Trustworthiness? Symbols indicators of trust-warranting properties in a person Symptoms by-product of actions that are associated with trust Related to other terms/concepts we have already discussed? (Assessment vs Conventional Signals) 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Building Trust and Agency Behavior Expected Behavior Observed Behavior Role of Betrayal 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

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’ 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Computer-Mediated Communication — Cheshire & Fiore “ No noble thing can be done without risks. ” — Michel Eyquem de Montaigne 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Computer-Mediated Communication — Cheshire & Fiore 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) 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Computer-Mediated Communication — Cheshire & Fiore Uncertainty and Risk Ambiguity about the result of an interaction versus what is at stake. 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Trust, Uncertainty and Commitment Peter Kollock (1994) – “rice and rubber markets” uncertainty about quality leads to commitment and trust 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Sources of Uncertainty in Exchange/Interaction Quality of ‘goods’ or ‘services’ Structural uncertainty of an exchange Uncertainty about finding an exchange partner ? 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore

Privacy and Trust (Paine and Schoefield 2008) Dimensions of Privacy Informational Accessibility Expressive “Actual” vs “Perceived” Privacy 9/21/2018 Computer-Mediated Communication — Cheshire & Fiore