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Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 1(57), p. 339-343

DOI: 10.1177/1541931213571074



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Designing for Interpersonal Trust – The Power of Trust Tokens

Journal article published in 2013 by Plinio P. Morita, Catherine M. Burns ORCID
This paper is available in a repository.
This paper is available in a repository.

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Computer mediated communication systems (CMCSs) are increasingly being used to support activities of virtual teams, improving information exchange and capacity of these teams. However, the technology that enables these teams to benefit from effective and timely information exchange suffers from constraints of media richness that limit the amount of social information that can be transmitted. This missing information can affect the formation of trust between members of these teams. In this paper, we conducted an ethnographic study to identify behaviors that facilitate the development of trust within face-to-face teams as an opportunity to design interface design objects with similar effects. A key observation was trust tokening, where trust is conveyed through social referents. Trust tokening has the potential to be adapted for use in computer support systems where establishing interpersonal trust is just as important as face-to-face collaborations.