Exploring the Trust Generating Factors of Video Tutorials

Abstract: New technologies have increased the possible ways in which humans interact and as a result require new as well as old ways to establish trust. The findings of this paper suggest that trust should be divided into three main categories of trust drivers, exchange factors, design factors and motivational factors. The results indicate that tutorials can, and should, include drivers that build these categories. While we found varying degrees on how well implemented these were, we found that design factors were generally more prominent and found opportunities for tutorials to improve on the exchange side.