Public Confidence in Cybersystems: Issues and Implications for Sustainability
| DOI | 10.1177/0192512100211002 |
| Author | David Lewis Feldman |
| Date | 01 January 2000 |
| Published date | 01 January 2000 |
| Subject Matter | Articles |
Public Confidence in Cybersystems: Issues
and Implications for Sustainability
DAVID LEWIS FELDMAN
ABSTRACT. This article contends that achieving trust and confidence in
Internet systems is dependent on enhancing public perceptions that those
who develop and manage Internet technologies are honest, capable,
competent, and accountable. Drawing upon recent studies of the Internet
and on decision-support technologies, first outlined are the principal
dimensions of trust and confidence in Cybersystems, including the growing
distance between citizens and technology institutions, the credibility of
information disseminated by Cybersystems, and the potential risks atten-
dant upon Cybersystem use. It is posited that trust and confidence are
dependent on the ability of the Internet and other computer-based
communication systems to satisfy salient user needs. Five needs are
paramount: real time information availability; accurate and precise data
and information; usability and usefulness of information platforms; ease-
of-use of communication systems; and access and accountability to users
of Internet developers and data providers.
Introduction
A number of initiatives are taking place in the United States and other nations that
are transforming computer networks into large Cyberspace communication systems
which can permit users to share voice, video, text, and other forms of information.
Some have suggested that these vast telecommunication networks herald the
promise of a “computer-mediated” interchange between citizens and policy makers.
This interchange, it is claimed, may transform various areas of public policy, includ-
ing environmental policy, into community-based decision-making networks, enhanc-
ing the ability of ordinary citizens to influence the outcomes of political decisions
(Information Infrastructure Task Force, 1993; Miller, 1996).
This vision of an idealized “electronic commons” becoming a fully-formed direct
democracy, and taking on the attributes of a “virtual” political community, may be
International Political Science Review (2000), Vol. 21, No. 1, 23–42
0192-5121 (2000/01) 21:1, 23–42; 011070 © 2000 International Political Science Association
SAGE Publications (London, Thousand Oaks, CA and New Delhi)
at SAGE Publications on December 6, 2012ips.sagepub.comDownloaded from
exaggerated. At the very least, this vision is premature (Information Infrastructure
Task Force 1993; Steering Committee . . ., 1998). Clearly, there are several precon-
ditions that must be satisfied if this ideal is to be even partially fulfilled. These
preconditions include: ensuring adequate economic resources to all users in order
to permit greater network access regardless of income or social status; enhancing
the education and literacy of potential users so they will actually derive benefits
from Cybersystem use; and promoting greater user-friendliness in Internet
technologies so that users will not be intimidated or discouraged from regular
reliance upon them (Wilhelm, 1997; Hirschkop, 1997).
This article contends that beyond these preconditions is an under-explored hurdle
to Internet access, use, and acceptance: public trust and confidence in Cybersys-
tems and in those responsible for their management. Achieving trust and confi-
dence is dependent on enhancing public perceptions that those who develop and
manage Internet technologies are honest, capable, competent, and accountable
(Wilhelm, 1997; Steering Committee . . ., 1998; Schneider, 1998).
Drawing upon recent studies of the Internet and on the use of decision-support
technologies and “expert systems” in areas such as emergency preparedness, disas-
ter management, geographic information platforms, and other environmental-
related areas, this article proceeds along four lines. First, the principal dimensions
of public trust and confidence in Cybersystems are outlined, including how to
define and think about these concepts in the context of technology development
and use. Then, impediments to trust and confidence such as the growing distance
between citizens and technologies, the credibility of information disseminated by
Cybersystems, and the potential risks attendant upon Cybersystem use are
discussed.
Second, it is held that trust and confidence are largely dependent on the
ability of the Internet and other computer-based communication systems to
satisfy the most salient needs of users. While numerous studies have examined
how access, use, and acceptance of Cyber-technologies are influenced by
demographic factors and socioeconomic background (Dutton, Sweet and Rogers,
1989; Golding, 1997; Steering Committee . . ., 1998), insufficient attention has
been paid to the extent to which these technologies actually meet the needs of
diverse network participants—and how meeting these needs is a key to achiev-
ing trust and confidence. Specifically, it is predicated that five user needs are
paramount:
• Real time availability of information;
• accurate and precise data and information;
• usability and usefulness of information platforms;
• ease-of-use of communication/computer systems; and
• access and accountability of Internet developers and data providers to
users.
The third section discusses how, despite the importance of all five of these needs,
particular users place greater emphasis on some more than others, ranked accord-
ing to their most pressing demands. This section argues that these pressing
demands must be recognized, appreciated, and incorporated into Cybersystem
design by Internet developers and managers in order for user trust and confidence
to be achieved. Finally, the implications of various user-need interfaces in environ-
mental policy are discussed and ways to enhance satisfaction in order to achieve
sustainability are recommended.
24 International Political Science Review 21(1)
at SAGE Publications on December 6, 2012ips.sagepub.comDownloaded from
To continue reading
Request your trial