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Building and Management of Trust in Networked Information Systems
Abstract
Thanks to rapidly developing information and communication technologies, the complexity of networked organizations has become very high, so the representation of their structure and the description of their operation and their control need new technologies, new approaches. The availability of individuals independently from location and time means mobility, and that is an important attribute of today’s society. This mobility can be achieved by using different types of mobile wireless networks as wireless wide area networks (WWANs, e.g., GSM, GPRS, and UMTS), wireless local area networks (WLANs, e.g., WiFi 802.11a-g), and wireless personal area (or pico) network (WPAN, e.g., Bluetooth, IrDA2). In spite of the application of high-tech approaches, tools, and methodologies, there is a common point in all of the organizations: human beings make most of the important decisions, and they operate and use systems. Experience shows that improper application of this human factor can make operation very inefficient even in the case of the technically most advanced systems. The lowest level of connection among systems is made through protocols; the highest contact level is among decision makers, users namely among human beings. A very important element of this human contact is trust. In a networked organization, trust is the atmosphere, the medium in which actors are moving (Castelfranchi & Tan, 2001). Only trust can bridge cultural, geographical, and organizational distances of team members (and even of firms) from turning to unmanageable psychological distances. Trust is the base of cooperation, the normal behavior of the human being in the society. The ability of enterprises to form networked systems depends on the existing level of trust in the society and on the capital of society (Fukuyama, 1995). As the rate of cooperation is increasing in all fields of life, the importance of trust is evolving even faster. Lack of trustworthy security services is a major obstacle to the use of information systems in private, in business (B2B), as well as in public services. Trust is intimately linked to consumers’ rights, like security, identification, authentication, privacy, and confidentiality. Secure identification, authentication of the users, and communication security are main problems in networked systems. Information management (IM) is a fuzzy term covering the various stages of information processing from production to storage and retrieval to dissemination towards the better working of an organization, where information can be from internal and external sources and in any format. The role of trust in these processes is definitive as human-to-human and human-to-system communication forms the base of information management.
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