Trust breaks down in electronic contexts but can be repaired by some initial face-to-face contact
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Groupware and computer-supported cooperative work
The human-computer interaction handbook
Online communities: focusing on sociability and usability
The human-computer interaction handbook
Human values, ethics, and design
The human-computer interaction handbook
Knowledge management technology
IBM Systems Journal
A comparison of chat and audio in media rich environments
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
Testing the technology: playing games with video conferencing
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Studying the ethical implications of e-trust in the lab
Ethics and Information Technology
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We studied the emergence of trust in a social dilemma game in four different communication situations: face-to-face, video, audio, and text chat. Three-person groups did 30 rounds of a social dilemma game and we measured trust by the extent to which they cooperated vs. competed. The face-to-face groups quickly achieved cooperative behavior, while the text chat groups continued to compete throughout. The video groups achieved the same levels of trust as the face-to-face groups, although perhaps a bit more slowly. The audio group was intermediate. These results show that trust can emerge through mediated communication.