Recovering trust and avoiding escalation: an overlooked design goal of social systems

The online trust discussion is focused on mechanisms for building and maintaining user trust. This paper introduces the relevance of providing for the repair of trust breakdowns. Three criteria are proposed for designing reparative mechanisms within trading systems. The reparative ability of two existing systems is then evaluated by using these criteria as a framework. Keywords Forgiveness, resolution, trading, trust breakdowns ACM Classification Keywords H5.m. Information interfaces and presentation (e.g., HCI): Miscellaneous.

• Type: Conference
• Year: 2008
• Where: CHI
• Authors: Asimina Vasalou, Jens Riegelsberger
• Keywords: Breakdowns Acm Classification, CHI 2008, Human Computer Interaction, Reparative Mechanisms, Trust Breakdowns