Jun Zheng
Judith S. Olson
Gary M. Olson
ABSTRACT
Computer-mediated communication (CMC) is thought to be inadequate when one needs to establish trust. Rocco [4] found, for example, that discussions about agreements conducted over email were far less successful in engendering trust than those conducted face-to-face. But, if the participants met and did a team building exercise before the real task, trust was shown in spite of only having email to talk during the task. Here we show that if participants do not meet beforehand but rather engage in a text chat where they are told to "get to know each other" for a brief period, they show the same kinds of trust that you find when they meet beforehand face-to-face.
- Kollock, P., Social dilemmas: The anatomy of cooperation, Annual review of sociology, 1998, 24, 183-214Google Scholar
- Moore, D. A., Kurtzberg, T. R., Thompson, L. L. & Morris, M. W., Long and short routes to success in electronically mediated negotiations: Group affiliations and good vibrations, Organizational Behavior and Human Decision Processes, 77, 1, 1999, pp. 22-43Google ScholarCross Ref
- Olson, J. S., Olson, G. M., and Meader, D. K. (1995) What mix of video and audio is useful for remote real-time work? Proceedings of the Conference on Human Factors in Computing Systems (CHI'95). Denver, CO: ACM Press. Pp. 362-368. Google ScholarDigital Library
- Ostrom, E., Walker, J. and Gardner, R. Covenants with and without a sword: Self-governance is possible. American Political Science Review, 1992, 86, 404-417Google ScholarCross Ref
- Rocco, E. Trust breaks down in electronic contexts but can be repaired by some initial face-to-face contact, Conference Proceedings on Human Factors in Computing Systems, 1998, pp 496-502. Google ScholarDigital Library
Index Terms
- Trust without touch: jump-start trust with social chat
Recommendations
Trust without touch: jumpstarting long-distance trust with initial social activities
CHI '02: Proceedings of the SIGCHI Conference on Human Factors in Computing SystemsComputer-mediated communication (CMC) is thought to be inadequate when one needs to establish trust. If, however, people meet before using CMC, they trust each other, trust being established through touch. Here we show that if participants do not meet ...
Multiview: improving trust in group video conferencing through spatial faithfulness
CHI '07: Proceedings of the SIGCHI Conference on Human Factors in Computing SystemsVideo conferencing is still considered a poor alternative to face-to-face meetings. In the business setting, where these systems are most prevalent, the misuse of video conferencing systems can have detrimental results, especially in high-stakes ...
Trust and cooperation in text-based computer-mediated communication
OzCHI '13: Proceedings of the 25th Australian Computer-Human Interaction Conference: Augmentation, Application, Innovation, CollaborationThis study examines how different behaviours can affect trust in the text-chat environment. We designed two automated chat systems: one behaves cooperatively and the other behaves competitively. Thirty subjects participated in this study and the results ...
Comments