Public Confidence in Cybersystems: Issues and Implications for Sustainability

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 attendant 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.