A Model of Controllers

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A Model of Controllers Trust in Others in
the Technology they Use in their Work
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Presentation

• Definition of trust
• Trust in Air Traffic Control
• Model of trust
• Hypotheses
• Method
• Results
• Conclusion

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A Definition of Trust

• Trust is
• A choice a trustor makes to give the trustee
  control (e.g. delegate task)
• Based on a belief that the trustee will carry out
  an action / behave in a certain way
• With the view of a positive outcome for the
  trustor

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Trust in Air Traffic Control

• Why is trust relevant to Air Traffic Control?
• A precursor of cooperation (Deutsch, 1958 Baier,
  1986 Muir, 1989 Kramer, 2001)
• The work of a controller can be seen as a
  collaboration with colleagues, with pilots
  through technology, and with technology by using
  the information it provides
• Due to the trend towards controller mobility
  (standardisation of training) introduction of
  technology it is increasingly important to
  understand how to optimise team work the use of
  technology

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Model of Trust

• Developed from
• Literature review
• Observation of controllers at work
• Three Questionnaires
• Focus groups
• One-to-one interviews
• Three elements
• Self
• Belief
• Control

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Self

• Self confidence
• Confidence in ones ability to judge others
  situation
• Outlook on the world (i.e. trusting in general or
  not) both towards others (Zand, 1972) and towards
  technology (Lee Moray,1994)

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Belief

• Cognitive frameworks used to interpret a
  situation anticipate events (e.g. mental
  models, schemas)
• Literature controllers consider competence as
  relevant in trust decision
• Rulers/scales to describe competent controllers
  technology

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Competence Ruler

• Rulers for French, Irish, Italian controllers
  (competent others technology)
• Example of Italian technology competence ruler

Lowest Highest
0 36 38 53 61 66
Fast Gain time Of help Simple to use Useful Clear Display
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Control

• Implicit/explicit rules define, mediate
  constrain trustor trustee co-operation
• Roles (e.g. an actors role defines their
  behaviour social interactions) contracts
• Choice (need to understand context)

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Null Hypotheses

• Self
• No difference between low/high self confidence
• No difference (both for others technology)
  between low/high trustors
• Belief
• No difference between low/high competence (for
  both others technology)
• Control
• Cultural differences will be found in trusting
  behaviour (for both others technology)

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Method

• Scenario-based questionnaires
• Ten scenarios
• Questionnaires Incident reports Support of 5
  operational experts
• Iterative process (both analytical empirical
  approach)
• Operationally sound Not specific to one
  operational environment Not a test with a
  right/wrong answer

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Participants Design

• Irish (26)
• 11 control
• 15 experimental condition
• Italian (44)
• 16 control
• 28 experimental condition
• Volunteers in 4 control centres

Controller Technology
Sc1 HIGHER HIGHER
Sc2 LOWER LOWER
Sc3 LOWER HIGHER
Sc4 HIGHER -
Sc5 HIGHER LOWER
Sc6 - HIGHER
Sc7 LOWER -
Sc8 - LOWER
Sc9 LOWER -
Sc10 - LOWER
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Results Self

• All respondents rated themselves high on
  self-confidence
• Towards others most respondents rated high
  (69-86)
• Towards technology Italians low (57) Irish
  high (58)
• No significant correlation between attitudes
  trust decision

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Results Belief

• Participants under control exp. condition chose
  same answer (trust or no trust)
• Both lower higher characteristics were positive
• Narratives maybe not neutral?
• Significant correlation between competence
  trustworthiness ratings

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Results Control

• Italian Irish responded differently to 3
  scenarios, but no significant difference found
• what would change your answer?
• Individual differences or cultural differences?

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Conclusions

• No conclusive validation
• Should test model components separately (Belief
  component more than competence)
• Need to separate effect of culture versus
  individual differences (self, belief, control)
• Consider the interaction between controller
  technology competence effect on trust
• Relation between ratings of competence
  trustworthiness (both others technology)
• Scenarios found to be effective way to interact
  with controllers
• Perhaps follow-up with interview

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Questions ?