Information Presentation: Considering On-line User Confidence for Effective Engagement.

In order to design on-line services that are able to support the end-user in making informed choices about when and how to disclose personal information, a close understanding of the relationship between privacy and confidence is therefore needed. UK citizens accessing on-line services have privacy concerns about sharing personal information with government organizations. The physical distance between service user and service provider increased by on-line service delivery can reduce confidence in the management of personal information. A close understanding of the relationship between user confidence and information presentation can suggest new design principles to support them in making informed choices about when and how to disclose personal information. This paper presents the result of three user studies to understand user confidence with relation to graphical information presentation, which led to three distinct types of confidence: Institutional; Technological; and Relationship. The final study represents the impact of using graphical information presentation on users' privacy concern and their confidence in using on-line services. The result indicated service users' privacy concerns decrease when their privacy awareness increase.