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Rich Media, Poor Judgement? A Study of Media Effects on Users’ Trust in Expertise

Riegelsberger, J; Sasse, MA; McCarthy, JD; (2006) Rich Media, Poor Judgement? A Study of Media Effects on Users’ Trust in Expertise. In: McEwan, T and Gulliksen, J and Benyon, D, (eds.) People and Computers XIX - The Bigger Picture. (pp. 267 - 284). Springer: UK, London. Green open access

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Abstract

In this paper, we investigate how interpersonal cues of expertise affect trust in different media representations. Based on a review of previous research, richer representations could lead either to a positive media bias (P1) or increased sensitivity for cues of expertise (P2). In a laboratory study, we presented 160 participants with two advisors - one represented by text-only; the other represented by one of four alternate formats: video, audio, avatar, orphoto+text. Unknown to the participants, one was an expert (i.e. trained) and the other was a non-expert (i.e. untrained). We observed participants' advice seeking and advice uptake to infer their sensitivity to correct advice in a situation of financial risk. We found that most participants preferred seeking advice from the expert, but we also found a tendency for seeking audio and in particular video advice. Users' self-reports indicate that they believed that video in particular would give them the most detailed insight into expertise. Data for advice uptake, however, showed that all media representation, including text-only, resulted in good sensitivity to correct advice.

Type: Proceedings paper
Title: Rich Media, Poor Judgement? A Study of Media Effects on Users’ Trust in Expertise
Event: 19th Annual Conference of the British-Human-Computer-Interaction-Group - 2005
Location: Naiper Univ, Edinburgh, SCOTLAND
Dates: 2005
ISBN-13: 978-1-84628-192-1
Open access status: An open access version is available from UCL Discovery
DOI: 10.1007/1-84628-249-7_17
Publisher version: http://dx.doi.org/10.1007/1-84628-249-7_17
Language: English
Additional information: This version is the author accepted manuscript. For information on re-use, please refer to the publisher’s terms and conditions.
Keywords: trust, expertise, video, avatar, audio, photo, CMC, CSCW
UCL classification: UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > UCL BEAMS
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science > Dept of Computer Science
URI: http://discovery.ucl.ac.uk/id/eprint/20290
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