1. Computer-Mediated Communication
Trust and Trustworthiness

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

3. 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

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

5. 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

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

7. 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

8. 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:
9/21/2018
Computer-Mediated Communication — Cheshire & Fiore

9. 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

10. 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

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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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