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

Pfeiffer, Thomas ; Kauer, Michaela ; Röth, Julia
eds.: Plödereder, E. ; Grunske, L. ; Schneider, E. (2014)
“A Bank Would Never Write That!” - A Qualitative Study on E-Mail Trust Decisions.
INFORMATIK 2014 Big Data – Komplexität meistern. Stuttgart (22. – 26. September 2014)
Conference or Workshop Item, Primary publication

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Item Type: Conference or Workshop Item
Type of entry: Primary publication
Title: “A Bank Would Never Write That!” - A Qualitative Study on E-Mail Trust Decisions
Language: English
Date: September 2014
Place of Publication: Bonn
Book Title: INFORMATIK 2014
Series: GI-Edition Lecture Notes in Informatics
Series Volume: 232
Event Title: INFORMATIK 2014 Big Data – Komplexität meistern
Event Location: Stuttgart
Event Dates: 22. – 26. September 2014

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.

Uncontrolled Keywords: e-mail, phishing, social engineering, eye-tracking, interview
URN: urn:nbn:de:tuda-tuprints-41613
Classification DDC: 000 Generalities, computers, information > 004 Computer science
100 Philosophy and psychology > 150 Psychology
Divisions: 16 Department of Mechanical Engineering > Ergonomics (IAD)
Date Deposited: 04 Nov 2014 07:09
Last Modified: 04 Nov 2014 07:09
URI: https://tuprints.ulb.tu-darmstadt.de/id/eprint/4161
PPN: 386759804
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