The mechanics of trust: a framework for research and design

With an increasing number of technologies supporting transactions over distance and replacing traditional forms of interaction, designing for trust in mediated interactions has become a key concern for researchers in human computer interaction (HCI). While much of this research focuses on increasing users’ trust, we present a framework that shifts the perspective towards factors that support trustworthy behavior. In a second step, we analyze how the presence of these factors can be signalled. We argue that it is essential to take a systemic perspective for enabling well-placed trust and trustworthy behavior in the long term. For our analysis we draw on relevant research from sociology, economics, and psychology, as well as HCI. We identify contextual properties (motivation based on temporal, social, and institutional embeddedness) and the actor's intrinsic properties (ability, and motivation based on internalized norms and benevolence) that form the basis of trustworthy behavior. Our analysis provides a frame of reference for the design of studies on trust in technology-mediated interactions, as well as a guide for identifying trust requirements in design processes. We demonstrate the application of the framework in three scenarios: call centre interactions, B2C e-commerce, and voice-enabled on-line gaming

Assessing framing of uncertainties in water management practice

Dealing with uncertainties in water management is an important issue and is one which will only increase in light of global changes, particularly climate change. So far, uncertainties in water management have mostly been assessed from a scientific point of view, and in quantitative terms. In this paper, we focus on the perspectives from water management practice, adopting a qualitative approach. We consider it important to know how uncertainties are framed in water management practice in order to develop practice relevant strategies for dealing with uncertainties. Framing refers to how people make sense of the world. With the aim of identifying what are important parameters for the framing of uncertainties in water management practice, in this paper we analyze uncertainty situations described by decision-makers in water management. The analysis builds on a series of ¿Uncertainty Dialogues¿ carried out within the NeWater project with water managers in the Rhine, Elbe and Guadiana basins in 2006. During these dialogues, representatives of these river basins were asked what uncertainties they encountered in their professional work life and how they confronted them. Analysing these dialogues we identified several important parameters of how uncertainties get framed. Our assumption is that making framing of uncertainty explicit for water managers will allow for better dealing with the respective uncertainty situations. Keywords Framing - Uncertainty - Water management practic

A normal paranoia? The emergence of distrust between parents of autistic children and public officials

This paper explores the development of distrust and paranoia among parents and carers of autistic children in their interactions with public officials charged with such children’s diagnosis, education and care. The suspicion and distrust framework of Fein and Hilton (1994), and Kramer’s typology of organisational paranoia (1998, 2001) are used to show how distrust impacts on client experiences. Antecedents of distrust are identified, and the ‘normalcy’ of paranoia in this context is demonstrated. These findings should permit public sector staff dealing with parents and carers of autistic children to address such perceptions and build trust where little seems to exist

The collective consciousness of Information Technology research: The significance and value of research projects. A. The views of IT researchers

This research seeks to reveal the different perceptual worlds in a research community, with the longterm intent of fostering increased understanding and hence collaboration. In the relatively new field of information technology (IT) research, available evidence suggests that a shared understanding of the research object or territory does not yet exist. This has led to the development of different perceptions amongst IT researchers of what constitutes significant and valuable research. A phenomenological approach is used to elicit data from a diverse range of IT researchers in semistructured interviews. This data is presented to show (1) the variation in meaning associated with the idea of significance and value and (2) the awareness structures through which participants experience significance and value. An Outcome Space represents the interrelation between those different ways of seeing, revealing a widening awareness. Five categories of ways of seeing the significance and value of research projects were found: The Personal Goals Conception, The Research Currency Conception, The Design of the Research Project Conception, The Outcomes for the Technology End User Conception and The Solving Real-World Problems Conception. These are situated within three wider perceptual boundaries: The Individual, The Research Community and Humankind. The categories are described in detail, demonstrated with participants’ quotes and illustrated with diagrams. A tentative comparison is made between this project and a similar investigation of IT professionals’ ways of seeing the significance and value of IT research projects. Finally, some recommendations for further research are made

When Do We Need a Human? Anthropomorphic Design and Trustworthiness of Conversational Agents

Conversational agents interact with users via the most natural interface: human language. A prerequisite for their successful diffusion across use cases is user trust. Following extant research, it is reasonable to assume that increasing the human-likeness of conversational agents represents an effective trust-inducing design strategy. The present article challenges this assumption by considering an opposing theoretical perspective on the human-agent trust-relationship. Based on an extensive review of the two conflicting theoretical positions and related empirical findings, we posit that the agent substitution type (human-like vs. computer-like) represents a situational determinant on the trust-inducing effect of anthropomorphic design. We hypothesize that this is caused by user expectations and beliefs. A multi-method approach is proposed to validate our research model and to understand the cognitive processes triggered by anthropomorphic cues in varying situations. By explaining the identified theoretical contradiction and providing design suggestions, we derive meaningful insights for both researchers and practitioners

Illuminating and applying “The Dark Side”: Insights from elite team leaders

In contrast to socially desirable behaviors, recent work has suggested that effective elite team leadership also relies on socially undesirable behaviors. Accordingly, this study aimed to further explore the authenticity of dark side leadership behaviors, what they look like, and how they may be best used. Via interviews with 15 leaders, behaviors associated with Machiavellianism/mischievousness, skepticism, social dominance, and performance-focused ruthlessness were found. Moreover, these behaviors were enabled by leaders’ sociopolitical awareness and engineering as well as their adaptive expertise. Findings promote practitioner sensitivity to dark side leadership and, for leader effectiveness, sociopolitical and temporal features of its application

Common demanding conditions among professional high-level military and sport leaders: a cross-contextual qualitative reflexive thematic analysis

Military and sport have attracted increased research interest separately as two distinctly demanding performance- and leadership-driven contexts. However, cross-contextual psychological research in leadership is lacking. Such research has potential to expose unique cross-fertilising insights into resemblances in leadership challenges among military and sport leaders, transferable to a broader range of contexts. Thus, the current study simultaneously explored high-level military and sport leaders’ real-life experiences of similarities in demanding conditions and their psychological manifestations. Sixteen participants - eight Swedish high-level military leaders and eight Swedish high-level sport leaders, participated in the study. Using a qualitative inductive cross-contextual design enabled in-depth knowledge and transferability. A reflexive thematic analysis (RTA) of sixteen interview transcripts generated four common themes of demanding conditions: (1) Developing organisations: Leading under an extensive workload and responsibility, (2) Managing destructive superiors and subordinates: Standing up for oneself, (3) Taking care of the minds and moods of others: Leading deliberated difficult conversations, and (4) Periods of extreme concentration: Leading critical coordination, decisions, and timing. The findings tie high-level military and sports leaders together into a high-stress and high-stakes leader role invoked to manoeuvre a complex buildup of demanding conditions. Implications are presented. Keywords: High-level leaders, military, sport, demanding conditions