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Credibility and Computing Technology Users want to trust, and generally do. But that trust is undermined, often forever, when the system delivers erroneous information. SHAWN TSENG AND B. J. FOGG For most of computing s brief history, people have held computers in high regard. A quick review of the popular culture from the past few decades reflects people s general confidence in computing systems. In cinema and literature, computers are often portrayed as infallible sidekicks in the service of humanity. In the consumer realm, computer-based information and services have been marketed as better, more reliable, and more credible sources of information than humans. Consider, for example, computerized weather prediction, computerized automotive analysis, and socalled computer dating. In these and other areas, the public has generally been led to believe that if a computer said it or produced it, it was believable. But like many aspects of our human society, computers seem to be facing a credibility crisis. Due in part to the popularization of the Internet, the cultural myth of the highly credible computer may soon be history. Although healthy skepticism about computers can be a good thing, if the pendulum swings too far in this direction, computers
Communications of the ACM – Association for Computing Machinery
Published: May 1, 1999
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