Building consumer trust online
Communications of the ACM
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The author describes the lessons learned from the 4-year non-stop operation of the mobile Internet services to identify the robust mobile web design issues from an operational viewpoint. In order to maintain the user confidence during the unexpected situations, the author describes a 4-layer fallback design model to manage the real world mobile web operations and to give a sense of continuity to the mobile users. The author discusses issues in the open mobile Internet services in relation to the proposed front-end design model for the robust tolerant mobile web operations.