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  • 2004

  • Parasuraman, Raja; Miller, Christopher A. (2004): Trust and etiquette in high-criticality automated systems. In: Communications of the ACM 47 (4), S. 51-55. DOI: 10.1145/975817.975844

    Abstract: Whereas the other articles in this section discuss human-computer etiquette in traditional social interactions involving the use of computers that explicitly strive to elicit a perception of "personhood" from the human participant, we focus on computers that occupy more traditional roles as complex and largely unpersonified machines involved in high-criticality working relationships with humans—where the consequences of failure can be catastrophic in terms of lives, money, or both. Politeness and social niceties are important in many human-human social interactions, but in critical, highly technical work, there is the common misperception that we can "dispense with protocol" and get down to business, even with those who are not particularly courteous. In fact, excessive adherence to polite norms can seem stilted and sometimes frustrating in such settings. Here, we argue the etiquette exhibited1 by non-personified machines (that is, ones largely without human methods of expressiveness such as facial expressions, speech, voice tones, and gestures) and computer-based automation can profoundly affect users' perception and correct, optimal usage of them in work domains such as aviation, manufacturing, and power plant operation, among others. A primary candidate for a mechanism through which machine etiquette can influence usage is user trust [2, 6]. Trust influences when and whether users decide to use automation, and can therefore seriously affect the overall human + machine system reliability, efficiency, and safety.

    Keywords: Automatisierung, Design, doppelter Treffer, Etikette, Etiquette, Human-Computer Etiquette, Interaktionspartner, Mensch oder Maschine, Mensch-Technik-Relationen (MTR), Mensch-Technische Systeme, Modelle/Theorien, Realtechnik, Sozial Intelligente Agenten, Soziale Angemessenheit, Soziale Robotik, Soziosensitive Systeme, special issue, Technik, Vertrauen, Vertrauenswürdigkeit einer Maschine, Volltreffer
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