Understanding active and passive users: The effects of an active user using normal, hard and unreliable technologies on user assessment of trust in technology and co-user

The aim of this study was to understand how passive users perceive the trustworthiness of active users and technologies under varying technological conditions. An experimental study was designed to vary the functioning of technologies that active users interacted with, while passive users observed these interactions. Active and passive user ratings of technology and partner were collected. Exploratory data analysis suggests that passive users developed perceptions of technologies based on the functioning of the technology and how the active user interacted with the technology. Findings from this research have implications for the design of technologies in environments where active and passive users interact with technologies in different ways. Future work in this area should explore interventions that lead to enhanced affective engagement and trust calibration.

► Passive users’ role in collaborative systems was examined through experiments. ► Active users reported lower trust in technology ratings when a passive user was present. ► Passive and active users had shared perceptions of trust in technology. ► Trust in technology is calibrated differently for the two types of users.