How Do You Build Trust Online?

🌈 Abstract

The article discusses the challenges of building trust in online environments, particularly in remote work settings. It highlights two key barriers identified in a study by Falcke and Zobel: the lack of "serendipitous interactions" and the presence of "digital onlookers" that can hinder trust-building. The article also explores the philosophical underpinnings of trust, emphasizing the importance of vulnerability and displaying moral values. The author suggests that in addition to the recommendations from Falcke and Zobel, organizations should also plan spaces and activities that allow for vulnerability to foster trust in online interactions.

🙋 Q&A

[01] The Challenges of Building Trust Online

1. What are the two key barriers to building trust in online environments identified in the article? The two key barriers identified are:

• Lack of "serendipitous interactions" - the casual, unstructured interactions that often happen before and after in-person meetings
• Presence of "digital onlookers" - the feeling of having strangers silently observing a conversation, which can change the social dynamics and make it difficult to interact

2. How do these barriers relate to the philosophical understanding of trust? The article explains that trust requires being able to rely on someone and believing they have the right moral values. In online environments, the lack of serendipitous interactions makes it harder to display one's moral values, and the presence of digital onlookers can inhibit open communication, which is necessary for displaying those values.

3. What is the role of vulnerability in building trust, according to the article? The article cites the philosopher Annette Baier, who states that trust involves "accepted vulnerability to another's possible but not expected ill will (or lack of good will) toward one." The article suggests that finding ways to allow for vulnerability online could be a powerful tool for building trust.

[02] Recommendations for Building Trust Online

1. What are the three recommendations the article provides for building trust in online environments? The three recommendations are:

1. Generate more good conversation and opportunities for interaction
2. Encourage people to speak up and share their thoughts, rather than being passive "digital onlookers"
3. Plan spaces and activities that allow for vulnerability

2. How do these recommendations address the challenges of serendipitous interactions and digital onlookers? The recommendations aim to create more organic, unstructured interactions and opportunities for people to openly share their thoughts and values, which can help overcome the barriers of lacking serendipitous interactions and the presence of digital onlookers.

3. Why does the article suggest adding a focus on vulnerability to the recommendations? The article argues that based on the philosophical understanding of trust requiring vulnerability, explicitly creating opportunities for vulnerability could be a powerful additional tool for building trust in online environments, even if it may be challenging in certain contexts like startups.