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“A Bank Would Never Write That!” - A Qualitative Study on E-Mail Trust Decisions

Pfeiffer, Thomas and Kauer, Michaela and Röth, Julia
Plödereder, E. and Grunske, L. and Schneider, E. (eds.) (2014):
“A Bank Would Never Write That!” - A Qualitative Study on E-Mail Trust Decisions.
In: INFORMATIK 2014, Bonn, In: INFORMATIK 2014 Big Data – Komplexität meistern, Stuttgart, 22. – 26. September 2014, In: GI-Edition Lecture Notes in Informatics, [Online-Edition: http://tuprints.ulb.tu-darmstadt.de/4161],
[Conference or Workshop Item]

Abstract

In order to communicate the risk of fraudulent e-mails to users properly, it is important to know which aspects they focus on when evaluating the trustworthiness of an e-mail. To that end, a study was conducted to test predictions derived from a decision model by asking participants how they would react to each of eight e-mails and why. The study confirms results from previous research showing that content as well as visual and linguistic aspects, but also technical aspects such as sender address and link URL are considered by recipients. It also adds new findings like the fact that through experience and education, users form rules such as “A bank will never ask you for account details via e-mail” or the fact that attachments in HTML format or implausible sending times raise suspicions in users. These findings can be used to inform the design of anti-fraud education and user interfaces of e-mail clients.

Item Type: Conference or Workshop Item
Erschienen: 2014
Editors: Plödereder, E. and Grunske, L. and Schneider, E.
Creators: Pfeiffer, Thomas and Kauer, Michaela and Röth, Julia
Title: “A Bank Would Never Write That!” - A Qualitative Study on E-Mail Trust Decisions
Language: English
Abstract:

In order to communicate the risk of fraudulent e-mails to users properly, it is important to know which aspects they focus on when evaluating the trustworthiness of an e-mail. To that end, a study was conducted to test predictions derived from a decision model by asking participants how they would react to each of eight e-mails and why. The study confirms results from previous research showing that content as well as visual and linguistic aspects, but also technical aspects such as sender address and link URL are considered by recipients. It also adds new findings like the fact that through experience and education, users form rules such as “A bank will never ask you for account details via e-mail” or the fact that attachments in HTML format or implausible sending times raise suspicions in users. These findings can be used to inform the design of anti-fraud education and user interfaces of e-mail clients.

Title of Book: INFORMATIK 2014
Series Name: GI-Edition Lecture Notes in Informatics
Volume: 232
Place of Publication: Bonn
Uncontrolled Keywords: e-mail, phishing, social engineering, eye-tracking, interview
Divisions: 16 Department of Mechanical Engineering
16 Department of Mechanical Engineering > Ergonomics (IAD)
Event Title: INFORMATIK 2014 Big Data – Komplexität meistern
Event Location: Stuttgart
Event Dates: 22. – 26. September 2014
Date Deposited: 09 Nov 2014 20:55
Official URL: http://tuprints.ulb.tu-darmstadt.de/4161
URN: urn:nbn:de:tuda-tuprints-41613
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