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. 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