Forgiveness in human-machine interaction
Forgiveness has been extensively studied across various academic fields, but not in relation to Human-Machine Interaction (HMI). The work presented in this article aims to answer two interrelated questions: what is forgiveness in HMI, and how do we forgive an erring technology? Relying on a literatu...
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| Format: | Article |
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Frontiers Media S.A.
2025-08-01
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| Series: | Frontiers in Computer Science |
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| Online Access: | https://www.frontiersin.org/articles/10.3389/fcomp.2025.1617471/full |
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| author | Inbal Holtzman Galit Nimrod |
| author_facet | Inbal Holtzman Galit Nimrod |
| author_sort | Inbal Holtzman |
| collection | DOAJ |
| description | Forgiveness has been extensively studied across various academic fields, but not in relation to Human-Machine Interaction (HMI). The work presented in this article aims to answer two interrelated questions: what is forgiveness in HMI, and how do we forgive an erring technology? Relying on a literature review of both forgiveness and HMI studies, the article offers a holistic definition of the concept, according to which forgiveness in HMI is a shift in the users’ feelings, from negative to positive, that prevents the users from abandoning the erring technology and allows them to keep using it without resentment. Based on a pioneering focus groups study with a convenience sample of 27 young adults, four forgiveness mechanisms are illustrated: (1) evaluating the cost of the error against the benefits of using the technology; (2) transferring responsibility for technology errors to humans (either those “behind the technology” or the users); (3) communicating with or about the technology; and (4) accepting the technology’s faults. The results suggest that users undergo complex cognitive and emotional processes when faced with a technological error. As forgiveness is one of the most critical aspects of every relationship, the conceptualization and preliminary study presented here may serve as a starting point for a new area of research and as a springboard for an essential scholarly discussion. |
| format | Article |
| id | doaj-art-4c9fe10936f64b5fb94bac341ee14366 |
| institution | Kabale University |
| issn | 2624-9898 |
| language | English |
| publishDate | 2025-08-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Computer Science |
| spelling | doaj-art-4c9fe10936f64b5fb94bac341ee143662025-08-20T03:39:09ZengFrontiers Media S.A.Frontiers in Computer Science2624-98982025-08-01710.3389/fcomp.2025.16174711617471Forgiveness in human-machine interactionInbal HoltzmanGalit NimrodForgiveness has been extensively studied across various academic fields, but not in relation to Human-Machine Interaction (HMI). The work presented in this article aims to answer two interrelated questions: what is forgiveness in HMI, and how do we forgive an erring technology? Relying on a literature review of both forgiveness and HMI studies, the article offers a holistic definition of the concept, according to which forgiveness in HMI is a shift in the users’ feelings, from negative to positive, that prevents the users from abandoning the erring technology and allows them to keep using it without resentment. Based on a pioneering focus groups study with a convenience sample of 27 young adults, four forgiveness mechanisms are illustrated: (1) evaluating the cost of the error against the benefits of using the technology; (2) transferring responsibility for technology errors to humans (either those “behind the technology” or the users); (3) communicating with or about the technology; and (4) accepting the technology’s faults. The results suggest that users undergo complex cognitive and emotional processes when faced with a technological error. As forgiveness is one of the most critical aspects of every relationship, the conceptualization and preliminary study presented here may serve as a starting point for a new area of research and as a springboard for an essential scholarly discussion.https://www.frontiersin.org/articles/10.3389/fcomp.2025.1617471/fullcommunicationerrorforgivenesstechnologyfocus groups |
| spellingShingle | Inbal Holtzman Galit Nimrod Forgiveness in human-machine interaction Frontiers in Computer Science communication error forgiveness technology focus groups |
| title | Forgiveness in human-machine interaction |
| title_full | Forgiveness in human-machine interaction |
| title_fullStr | Forgiveness in human-machine interaction |
| title_full_unstemmed | Forgiveness in human-machine interaction |
| title_short | Forgiveness in human-machine interaction |
| title_sort | forgiveness in human machine interaction |
| topic | communication error forgiveness technology focus groups |
| url | https://www.frontiersin.org/articles/10.3389/fcomp.2025.1617471/full |
| work_keys_str_mv | AT inbalholtzman forgivenessinhumanmachineinteraction AT galitnimrod forgivenessinhumanmachineinteraction |