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Welcome
This site gives an overview on the presentations given at the CHI 2007 Special Interest Group (SIG) on Trust Online. Following a series of workshops and dedicated publications on the topic, this 90 minute session aimed to give a wider audience an introduction to the findings, approaches, and open questions in this area of HCI research.
We invited speakers who had been active in this area and who had approached it from diverse disciplinary and methodological angles to share their work. A detailed outline of the SIG can be found in the Extended Abstract. An overview on the aims of the SIG along with all presentations is given in the complete SIG slide deck.
We would like to thank all presenters and participants for their contributions to this SIG. We are grateful to Yelena Nakhimovsky (Google) for helping us document the SIG.
Presentations
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Nathan Bos, Johns Hopkins Applied Physics Laboratory
Nathan's research is on the effects of media channels, e.g. in video-conferencing, on trust in teams that are collaborating over distance.
At this SIG he highlighted two promising avenues for future online trust research that were prompted by recent findings in neuroscience and social psychology. One is the potential effect of oxytocin, a hormone involved in social bonding, that has been found to increase trusting behaviour in players of experimental trust games. The other is an investigation of the effects of spatial distance on users' social judgements.
> Download presentation slides
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Cindy Corritore, Creighton University
Cynthia is working on creating a model of user trust in informational websites. Her work is inspired by the discourse on trust in philosophy and she draws on Reeves & Nass concept of Computers as Social Actors. She works with existing health promotion sites that participants interact with. After the interaction, trust is measured through self-report instruments and the data is used to create a model of trust. She found that ease of use affected credibility but did not affect the perception of risk or trust.
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Sonja Grabner-Kraeuter, University of Klagenfurt
Sonja has been conducting research on consumer trust online from the perspective of marketing research. In this field, an increased interest in trust came with the emergence of relationship marketing and consumer trust online is researched in relation to brands, channels, service providers, among others. Sonja gave a detailed overview on the literature on risk and trust in marketing research. The dominant approach in this field is based on modeling trust in terms of established concepts from psychology and marketing research and to measure it with self-report instruments. Her personal research interest is in cross-cultural studies on users' trust online.
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Amjad Hanif, eBay
Amjad is responsible for eBay's Feedback Forum, the site's key mechanism that allows the formation of 'trust among strangers'. Amjad stressed that feedback is the core of the eBay community: while feedback is left voluntarily, still 80% of transactions have at least one feedback score. As the SIG was held, eBay rolled out a new version of the Feedback Forum to capture ratings on 4 dimensions: Item as described, Communication, Dispatch time, Postage and Packing charges.
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P. Kumanguru (P.K.), Carnegie Mellon University
PK research interest is in phishing, a practice that takes advantage of the trust users have in organisations or individuals by impersonating these to get users to divulge confidential information (e.g. passwords). PK conducted a series of interviews with strong experts and non-experts to identify the signals that trigger suspicion or maintain well-being (i.e. trusting behaviour) when interacting online.
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Gary Olson, Univ. of Michigan
Gary's research group has been investigating distant collaboration for many years. A key aspect in this work is how the media used for communication affect trust in virtual teams. Gary outlined two experiments his group had conducted - one on the effect of the channel used for distant collaboration and one on the effect of the channel used for initial acquaintance prior to collaboration over distance. Both experiments used trust games and interpreted collective pay-off as a measure of trust.
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Jens Riegelsberger, Google
Jens gave an overview on his empirical research on online trust, which spans trust in e-commerce vendors and trust in online advise. His key interest here were the effects of interpersonal cues and users' ability to identify trustworthy actors. Jens' main focus was then on presenting an abstract framework for trust online that aims to lay common ground for trust research across different disciplinary boundaries (psychology, economics, sociology) as well as objects and situations of trust.
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John Thomas, IBM Research
John related the question of trust online to his work on end-user programming and high performance computing. He then proceeded to question the 'myth of the unified agent ' in trust research. Rather, as John illustrated, different environmental frames and emotional states substantially change actual behaviour - and after the fact people typically frame behaviour to appear rational and unitary. This insight should lead to a careful review of many of the current approaches in trust research and trustbuilding.
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