Role of Effective Communication in Trust Building: Application to Human-Computer Interaction
Abstract
Expressiveness and nonverbal communication play a major role in the development and maintenance of trust in human-human interaction. However, current designs of human-computer interactions for safety-critical systems often heavily rely on information reduction/hiding rather than revealing to reduce the cognitive load on users, and do not adapt based on user's emotions. This approach of information hiding and lack of consideration of user's emotions while interacting is likely to affect trust building negatively and instead, can foster suspicion and doubt, making it difficult to perform critical tasks with confidence. To address these limitations, this proposal investigates the challenge of designing trust-inducing human-computer interactions taking the trust factor and user emotions explicitly into account, and investigates the following key research questions: (i) What information regarding system performance is relevant to 'trust' and need to be communicated? (ii) How to effectively communicate information regarding system states to end users to promote trust in safety-critical scenarios? and (iii) How to maintain trust over time? Our key contributions are as follows.
Document Details
- Document Type
- Technical Report
- Publication Date
- Apr 16, 2019
- Accession Number
- AD1085889
Entities
People
- Mohammad Wahiduzzaman Khan
- Ross Buck
Organizations
- University of Connecticut