[WARM GUN 2014] Switchboard, Mara Zepeda, "Bringing IRL Online"

TL;DR

Trust is built through vulnerability, optimism, and gratitude in online interactions.

Transcript

okay hello i am standing in between you and lunch yay um yeah thank you so much for having me it's a real pleasure and I'm probably like this unicorn up here because I've been at my startup for a year so I don't have some giant wealth of knowledge about what I'm delivering to you on a silver platter it's like I'm a human in the world am i generally... Read More

Key Insights

• 🤩 Trust is established through vulnerability and optimism, key elements in creating trust in online interactions.
• 😒 Online platforms use ratings and reviews to direct trust towards products rather than individuals, shifting the focus from personal connections.
• 🏛️ Switchboard aims to build trust by meeting needs, fostering reciprocity, and giving credit to individuals within communities.
• 😃 Gratitude, generosity, and a sense of being part of something bigger are signs of successful trust-building efforts.
• 🙈 Technology should be seen as a gift that carries a responsibility to share it in a way that fosters trust and positive interactions.
• 👾 Establishing trust online requires creating a space for genuine connections and support rather than focusing solely on product reviews.
• 🥺 Trust is a dynamic process that involves vulnerability, reciprocity, and gratitude, leading to a sense of community and shared experiences.

Questions & Answers

Q: How is trust established through vulnerability and optimism in online interactions?

Trust is formed when individuals show vulnerability by being optimistic about the outcome, as seen in the trust fall scenario. This vulnerable yet positive approach leads to the moment where trust is earned in online interactions.

Q: What role do ratings and reviews play in building trust online?

Ratings and reviews on online platforms aim to build trust towards products by associating positive outcomes with them. However, this approach centralizes trust towards products rather than fostering trust in individuals.

Q: How does Switchboard aim to build trust through meeting needs?

Switchboard focuses on meeting basic human needs by allowing users to ask for help and offer assistance. By addressing real needs, trust is built through genuine interactions and support within communities.

Q: Why is it crucial to model reciprocity in trust-building efforts?

Modeling reciprocity in trust-building efforts ensures that the positive outcomes of trust are multiplied and circulated within communities. By encouraging users to reciprocate help and support, trust is strengthened and expanded.

Summary & Key Takeaways

• Trust is created through vulnerability and optimism, as seen in a trust fall scenario.

• Online platforms use ratings and reviews to build trust towards products rather than individuals.

• Switchboard aims to create trust by meeting needs, modeling reciprocity, and giving credit to people.