=Paper=
{{Paper
|id=Vol-2700/paper8
|storemode=property
|title=Deriving User Interaction Determinants for a Social License To Automate in Demand Side Management
|pdfUrl=https://ceur-ws.org/Vol-2700/paper8.pdf
|volume=Vol-2700
|authors=Lisa Diamond,Peter Fröhlich
|dblpUrl=https://dblp.org/rec/conf/chi/Diamond020
}}
==Deriving User Interaction Determinants for a Social License To Automate in Demand Side Management==
https://ceur-ws.org/Vol-2700/paper8.pdf
Deriving User Interaction Determinants for a
Social License To Automate in Demand Side
Management
Lisa Diamond Peter Fröhlich Abstract
Austrian Institute of Austrian Institute of Automated demand side management is a critical
Technology Technology component of the energy transition, but to unfold its
Vienna, Austria Vienna, Austria full potential, end-user acceptance needs to be
lisa.diamond@ait.ac.at peter.froehlich@ait.ac.at achieved. A clear understanding of acceptance
conditions and their variation across contexts and user
segments is needed and system-related interaction
aspects are central to this acceptance. To explore such
factors, we have developed a number of questions on
end-user interaction properties of the system based on
critical aspects of trust in automation. These factors will
be integrated within a larger framework encompassing
regulatory, institutional, socio-technical, energy-
practice-related, and interactional factors determining
the granting of a “social license to automate” and
applied in an international comparison of country
profiles.
Author Keywords
Automation; demand side management (DSM), social
license; trust; interaction.
CSS Concepts
• Human-centered computing→HCI design and
________________________________________________________ evaluation methods
Workshop proceedings Automation Experience across Domains
In conjunction with CHI'20, April 26th, 2020, Honolulu, HI, USA
Copyright © 2020 for this paper by its authors. Use permitted under
Creative Commons License Attribution 4.0 International (CC BY 4.0).
Website: http://everyday-automation.tech-experience.at
Introduction International Energy Agency (IEA)1. The analysis within
The smart grid as the future of the energy supply this group is considering regulatory, institutional, socio-
network centers around the integration of a technical, energy-practice-related, interactional, and
significantly increased share of renewable energy transversal economic factors impacting the acceptance
resources, which are considerably more volatile than of DSM automation [4].
traditional fossil-fueled energy production [9]. Creating
flexibility in the energy grid is therefore conditional for Automated demand-side management systems typically
a successful integration of such resources, in order to offer their users ways to interact with them, , e.g.
allow for the fluctuating nature of sustainably produced through an online portal, an app, an in-home-display,
energy. Flexibility through behavioral adjustments is alternative ambient displays, or messaging. As central
hard to achieve as it poses a significant strain on points of contact between consumer and automation
consumers to adjust their behavior continuously based these interfaces deserve specific attention and the
on current conditions in energy production [5,6,12]. present paper provides such attention by focusing on
user interaction aspects of a social license to automate.
Automated forms of demand side management are a In the following, we present a short overview of factors
more reliable way to create the desired flexibility, since that are crucial for acceptance and trust in automation
they does not require a continuous, active effort but and introduce an overview of user interaction aspects in
rely on automated processes. Automation does, end-user systems that are likely to impact the granting
however, take control away and perceived loss of of a social license to automate.
control tends to create feelings of uncertainty and
resistance [2,10]. To implement automated demand Determinants for user interaction
side management, it is therefore of great importance to The concept of a social license to automate was
understand which factors play a role in furthering the originally developed to express acceptance and
acceptance of and trust in the automation. approval of mining by locally affected communities.
Aspects of this concept relating to user interaction
Understanding the factors that determine the granting components are perceptions of benefit, perceived
of “a social license to automate”– a term stemming reliability regarding keeping promises made, perceived
from sociological research denoting the informal fairness, an open dialogue, perception of a long-term
approval by an affected community [2]- can be contribution to the well-being of the whole region,
expected to contribute centrally to the success of shared decision-making, and perceived transparency
automated DSM programs. This topic is currently being [2].
investigated by an international group of experts within
the framework of the User-Centered Energy Systems Much of this can be found among factors known to play
Technology Collaboration Platform (TCP) of the a central role in technology acceptance and trust
1 https://userstcp.org/annex/social-license-to-automate/
building. Besides overall usefulness and ease of use Question Explanation
[e.g.,7], further prominent factors are the provision What does the Aims at identifying what
and communication of control though (nuanced) system information is provided to end
choices, transparency, system reliability, the communicate users such as purpose
to end-users? explanation, principles underlying
communication of appropriate privacy and security
information, benefits, control
measures, and the communication of accountability options, information on status,
[1,3,11]. As trust implies a willingness to accept a post, and planned processes, as
certain degree of vulnerability under the expectation of well as security and privacy
a fair treatment, clear communication of purpose and measures
benefits is also of key importance [8]. How is this To identify the form(s) per
information content such as text, graphs,
Questionnaire Framework provided? tables, pictorial information,
video, audio, non-specific sound
Based on these factors, we identified aspects that
or light
relate to these acceptance and trust requirements and
Does the This concerns beyond opt-in/opt-
have an according potential to impact the granting of a
system provide out personalization options such
social license to automate through deliberate design choices to the as comfort zones, timeframes, or
decisions on user interaction features and their design. end user and if similar, the possibility to intercept
In Table 1, an initial overview of identified relevant yes, which or adjust planned automated
aspects is provided which will form the basis of a short ones? processed, as well as
questionnaire that will be distributed to project leaders, requirements of direct consent
before process start
researchers, stakeholders and end-user representatives
worldwide within the network of the partners’ network Are end-users Possible engagement measures
actively might include self-monitoring and
of the IEA TCP on User-centered Energy Systems.
engaged to feedback, social comparisons,
interact with and rewards
These aspects describe important information the system and
communicated to towards end-users such as the if yes, how?
purpose and procedure of automation, the achievable Does the This includes ways to ask
benefits, control options, status information, as well as system provide questions and give feedback, as
security and privacy options. Also, the questionnaire a way to get in well to request changes or file an
asks about how the information is provided, whether touch with the official complaint
organization
the system provides choices to end-user. Further
responsible for
questions relate to whether and under which the
circumstances end-users are invited to actively automation?
engaged to interact with the system, and how they can
get in touch with the organization responsible for the Table 1: Aspects covered within the questionnaire framework
for user interaction aspects for a social license to automate
automation.
Conclusions and Outlook 5. Hargreaves, T., Nye, M., Burgess, J., 2010. Making
Within this paper we have outlined currently ongoing energy visible: A qualitative field study of how
householders interact with feedback from smart
work on understanding user interaction aspects of
energy monitors. Energy Policy 38, 6111–6119.
demand side management and their contribution
6. Hargreaves, T., Nye, M., Burgess, J., 2013.
towards a social license to automate. This questionnaire
Keeping energy visible? Exploring how
will be detailed further and integrated within the
householders interact with feedback from smart
context of a larger one covering additional questions energy monitors in the longer term. Energy Policy
concerning the previously mentioned socio-technical, 52, 126–134.
institutional, regulatory, energy-practice related, and 7. Hoff, K. A. and Bashir, M., “Trust in automation:
transversal economic factors. The resulting framework Integrating empirical evidence on factors that
will be used to document and analyze implemented influence trust,” Human factors, vol. 57, no. 3, pp.
automated demand side management use cases in 407–434, 2015.
order to identify the central acceptance and trust 8. Lewicki, R. J., & Wiethoff, C. (2000). Trust, trust
factors that determine the granting of a social license to development, and trust repair. The handbook of
automate. conflict resolution: Theory and practice, 1(1), 86-
107.
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