Download - The value of trust: understanding the scale and depth of the user’s perspective by Koen Willaert
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The value of trust: understanding the scale and depth of the user’s perspective
Koen WillaertShenja van der Graaf
IT as a Utility ConferenceSouthampton
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Starting point
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Context
Importance of trust in online environments is widely acknowledged.
Even though trust is important in real world too, this is even more so online due to the lack of the providers’ physical presence and the rare frequency of transactions between two entities.
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Trust definitionTrust in an ICT system is a property of individual users of the system representing their subjective view about the system.
Users who don’t trust the system are disinclined to use it.
OPTET takes the view that trust is a good thing, because it helps users to benefit from new, innovative ICT systems which they might otherwise reject.
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Trust definition broken up
Two actors: trustor + trustee Risk assessment + decision making Two outcomes: trust level and the trustor’s
decision to engage (or not) with a trustee by taking into account the associated risks and benefits.
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… has received sufficient attention, yet general tendency to readily assume that trust is intrinsically beneficial…
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Is trust intrinsically beneficial?
‘A market in which participants are trusted to the correct degree is as efficient as a market with complete trustworthiness’ *
Thus, high trust is not panacea but trust should correctly reflect trustworthiness!
* Brainov, Sandholm, “Contracting with uncertain level of trust”, In Proceedings of the 1st ACM conference on Electronic commerce (EC '99)
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Finding the correct balance
TrustWorthy
Trust
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Information Asymmetry
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Goal OPTET: reaching a next level of automation in this process
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Gap
Social sciences:Trust antecedentsImpact of ‘trust by design’ solutions….
Computer sciences:Computational modelsAutonomous decision makingReputation systems/ recommenders …
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Gap
Social sciences:Abstract/general levelPredicting trust in specific system in particular situation?Subgroups/segmentation? Researching Trustworthiness?
Computer sciences:….it is widely recognized that trust is highly subjective… but the effects of trustor’s attributes are in most cases ignored in computational trust models
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Goal
Explore for both individual trustors as for organisations/service providers issues related to finding the right balance between Trust and Trustworthiness
Research and integrate subjective attributes in a trust computational model for individual trustors towards an online system
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Survey research based on model McKnight
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Results Individual trustors
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Methodology
Datamining on 8 trust related concepts:
Trust stanceTrust beliefs in general professionals Institution based trust General trust sense levels ICT-domain specific sense of trust levels Motivation to engage in trust related seeking behavior Trust related competencesPerceived importance of trustworthiness design elements
Survey details:
Online survey Period: February-March 2013 28 countriesMajor representation of UK (32%) and Greece (18%)90 subjects included in analysis Mostly 5 point Likert scale itemsK-means clustering for segmentation purposesAnova
16
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Trust seeking behaviour
18/03/2014 17
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Individual trustors segments
Ambivalent
22%
Ambivalent
22%
Highly Active trust
seeking
31%
Highly Active trust
seeking
31%
Medium Active trust
seeking
20%
Medium Active trust
seeking
20%
High Trust
27%
High Trust
27%
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Segment 1: Ambivalent Trust
Ambivalent
22%
Ambivalent
22%
Medium to high trust stance
Moderate seeking activity
Low competence level
‘Forced’ trust Simple heuristics
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Segment 2: High Trust
High trust stance
Limited seeking activity
Medium competence level
High Trust
27%
High Trust
27%
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Segment 3: Highly active trust seeking
Low to medium trust stance
Very thorough trustworthiness investigations beyond cues from service provider
Medium competence level
Procedures in case of problems
Highly active trust
seeking
31%
Highly active trust
seeking
31%
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Segment 4: Medium active trust seeking
Low to medium trust stance
Medium level seeking activity
Medium to high competence level
Procedures in case of problems
Medium Active trust
seeking
20%
Medium Active trust
seeking
20%
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Trust levels
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Results Organisations / service providers
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Methodology Organizations
Datamining on trust related concepts:
Trust stanceTrust beliefs in general professionals Institution based trust General trust sense levels ICT-domain specific sense of trust levels Motivation to engage in trust related seeking behavior Trust related competencesActive assessment of the trustworthiness of own and third party applications Trustworthiness design elements
Survey details:
Online survey Period: February-March 2013 Pool of international, national, regional and local organisations 48 commercial organisation + 57 public organisations Mostly 5 point Likert scale itemsK-means clustering for segmentation purposesAnova
25
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Organisational profile segments
Low TrustLow
competence
6%
Low TrustLow
competence
6%
Low Trust High
seeking
28%
Low Trust High
seeking
28%
High TrustHigh
seeking
39%
High TrustHigh
seeking
39%
High TrustLow seeking
26%
High TrustLow seeking
26%
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Organisational segment 1: Low trust – Low Competency Lower ability to understand
terms of services and to detect threats and misuses
Trustworthiness assessments are likely to be less efficient or inaccurate
Negative views towards the professionalism and the expertise of other parties
Ambivalence Lower ability to provide
guarantees to customers Lower ability to provide
information about applicable laws governing their relationship with their customers
Low TrustLow
competence
6%
Low TrustLow
competence
6%
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Organisational segment 2: High trust – Low seeking Risk of overestimating the
actual trustworthiness Lower motivation to collect
trustworthiness information (for instance real time monitoring)
Intend to provide less guarantees to customers
Intend to provide less information about applicable laws governing their relationship with their customers
Less concerned about the influence of current and near future technology trends on online trust/privacy and online trust/security
High TrustLow seeking
26%
High TrustLow seeking
26%
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Organisational segment 3: Low trust – High seeking Less risk inducing behaviors
than the two previous clusters Less positive view on current
and future safeguards, regulations and technological advances
Low Trust High
seeking
28%
Low Trust High
seeking
28%
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Organisational segment 4: High trust – High seeking High trust stance and positive
views on current and future safeguards, regulations and technological advances.
Active seeking behavior High TrustHigh
seeking
39%
High TrustHigh
seeking
39%
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Implications
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Mapping Individual and organisational segments
Low Trust High
seeking
28%
Low Trust High
seeking
28%
High TrustHigh
seeking
39%
High TrustHigh
seeking
39%
Highly active trust
seeking
31%
Highly active trust
seeking
31%
Medium Active trust
seeking
20%
Medium Active trust
seeking
20%
High Trust Low seeking
26%
High Trust Low seeking
26%
Low TrustLow
competence
6%
Low TrustLow
competence
6%
Ambivalent
22%
Ambivalent
22%
High Trust
26%
High Trust
26%
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Tailored ‘Trust by design’ solutions
AmbivalentAmbivalent
Referrals Easy to scan,
simple and straightforward cues
Familiarity Technically working
well
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Tailored ‘Trust by design’ solutions
Quick scanning of cues
Look & feelHigh TrustLow seekingHigh Trust
Low seeking
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Tailored ‘Trust by design’ solutions
Clear terms of service + data policy
Contact information Outline on legal
frameworks Offers a complaint
mechanism Large set + variety
of cues
Highly Active trust
seeking
Highly Active trust
seeking
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Tailored ‘Trust by design’ solutions
Clear terms of service + data policy
Display the financing organization
Medium Active trust
seeking
Medium Active trust
seeking
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Risks associated to organisational trust profiles
High Trust Low seekingHigh Trust
Low seeking
Low TrustLow
competence
Low TrustLow
competence
Low Trust High
seeking
Low Trust High
seeking
High TrustHigh
seeking
High TrustHigh
seeking
Negative outlook on future trends and developments
? Inaccurate trustworthiness estimation,
Inability to explain terms of services / offer guarantees
A too high trust level in comparison to the actual trustworthiness
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Conclusions + outcome
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Conclusion
Both congruence + asymmetry between individual trustors and organisational profiles
Diverging implications Prioritizations in terms of actions for
organisations/service providers Services providers need to develop ‘trust by
design’ solutions targeted various trustors segments
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Outcome: Trust Modelling and Estimation based on subjective attributes
40
High Trust High Trust Ambivalent trust
Ambivalent trust
Highly active trust seeking Highly active trust seeking
Medium active trust seeking
Medium active trust seeking
Trust stance Trust stance Trust related competences Trust related
competences Motivation to engage in trust seeking behavior Motivation to engage in trust seeking behavior
User segments
Core trust attributes underlying segmentation
Translation of trust attributes into trust estimator
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Future work