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Publication Detail
Rich media, poor judgement? A study of media effects on users' trust in expertise
  • Publication Type:
  • Authors:
    Riegelsberger J, Sasse A, McCarthy JD
  • Publisher:
  • Publication date:
  • Place of publication:
  • Pagination:
    267, 284
  • Editors:
    McEwan T,Gulliksen J,Benyon D
  • Status:
  • Name of conference:
  • Keywords:
    trust, usability, system design, multimedia
  • Notes:
    Best Paper Award at conference
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, or photo+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.
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