{"id":"https://openalex.org/W2941558646","doi":"https://doi.org/10.1145/3290605.3300308","title":"A Field Study of Computer-Security Perceptions Using Anti-Virus Customer-Support Chats","display_name":"A Field Study of Computer-Security Perceptions Using Anti-Virus Customer-Support Chats","publication_year":2019,"publication_date":"2019-04-29","ids":{"openalex":"https://openalex.org/W2941558646","doi":"https://doi.org/10.1145/3290605.3300308","mag":"2941558646"},"language":"en","primary_location":{"id":"doi:10.1145/3290605.3300308","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3290605.3300308","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3290605.3300308","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://dl.acm.org/doi/pdf/10.1145/3290605.3300308","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101501539","display_name":"Mahmood Sharif","orcid":"https://orcid.org/0000-0001-7661-2220"},"institutions":[{"id":"https://openalex.org/I74973139","display_name":"Carnegie Mellon University","ror":"https://ror.org/05x2bcf33","country_code":"US","type":"education","lineage":["https://openalex.org/I74973139"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Mahmood Sharif","raw_affiliation_strings":["Carnegie Mellon University, Pittsburgh, PA, USA"],"affiliations":[{"raw_affiliation_string":"Carnegie Mellon University, Pittsburgh, PA, USA","institution_ids":["https://openalex.org/I74973139"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5052168623","display_name":"Kevin Roundy","orcid":"https://orcid.org/0000-0002-8285-1647"},"institutions":[{"id":"https://openalex.org/I1308906816","display_name":"NortonLifeLock (United States)","ror":"https://ror.org/0449t3a80","country_code":"US","type":"company","lineage":["https://openalex.org/I1308906816"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Kevin A. Roundy","raw_affiliation_strings":["Symantec Research Labs, Culver City, CA, USA"],"affiliations":[{"raw_affiliation_string":"Symantec Research Labs, Culver City, CA, USA","institution_ids":["https://openalex.org/I1308906816"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5027942683","display_name":"Matteo Dell\u2019Amico","orcid":"https://orcid.org/0000-0003-3152-4993"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Matteo Dell'Amico","raw_affiliation_strings":["Symantec Research Labs, Sophia Antipolis, France"],"affiliations":[{"raw_affiliation_string":"Symantec Research Labs, Sophia Antipolis, France","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5004880533","display_name":"Christopher Gates","orcid":null},"institutions":[{"id":"https://openalex.org/I1308906816","display_name":"NortonLifeLock (United States)","ror":"https://ror.org/0449t3a80","country_code":"US","type":"company","lineage":["https://openalex.org/I1308906816"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Christopher Gates","raw_affiliation_strings":["Symantec Research Labs, Culver City, CA, USA"],"affiliations":[{"raw_affiliation_string":"Symantec Research Labs, Culver City, CA, USA","institution_ids":["https://openalex.org/I1308906816"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112431855","display_name":"Daniel Kats","orcid":null},"institutions":[{"id":"https://openalex.org/I1308906816","display_name":"NortonLifeLock (United States)","ror":"https://ror.org/0449t3a80","country_code":"US","type":"company","lineage":["https://openalex.org/I1308906816"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Daniel Kats","raw_affiliation_strings":["Symantec Research Labs, Culver City, CA, USA"],"affiliations":[{"raw_affiliation_string":"Symantec Research Labs, Culver City, CA, USA","institution_ids":["https://openalex.org/I1308906816"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5002939847","display_name":"Lujo Bauer","orcid":"https://orcid.org/0000-0002-8209-6792"},"institutions":[{"id":"https://openalex.org/I74973139","display_name":"Carnegie Mellon University","ror":"https://ror.org/05x2bcf33","country_code":"US","type":"education","lineage":["https://openalex.org/I74973139"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Lujo Bauer","raw_affiliation_strings":["Carnegie Mellon University, Pittsburgh, PA, USA"],"affiliations":[{"raw_affiliation_string":"Carnegie Mellon University, Pittsburgh, PA, USA","institution_ids":["https://openalex.org/I74973139"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5078075278","display_name":"Nicolas Christin","orcid":"https://orcid.org/0000-0002-2506-8031"},"institutions":[{"id":"https://openalex.org/I74973139","display_name":"Carnegie Mellon University","ror":"https://ror.org/05x2bcf33","country_code":"US","type":"education","lineage":["https://openalex.org/I74973139"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Nicolas Christin","raw_affiliation_strings":["Carnegie Mellon University, Pittsburgh, PA, USA"],"affiliations":[{"raw_affiliation_string":"Carnegie Mellon University, Pittsburgh, PA, USA","institution_ids":["https://openalex.org/I74973139"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":7,"corresponding_author_ids":["https://openalex.org/A5101501539"],"corresponding_institution_ids":["https://openalex.org/I74973139"],"apc_list":null,"apc_paid":null,"fwci":2.1137,"has_fulltext":true,"cited_by_count":7,"citation_normalized_percentile":{"value":0.8993374,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"12"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11644","display_name":"Spam and Phishing Detection","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T11644","display_name":"Spam and Phishing Detection","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10734","display_name":"Information and Cyber Security","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11241","display_name":"Advanced Malware Detection Techniques","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/1711","display_name":"Signal Processing"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7462058067321777},{"id":"https://openalex.org/keywords/malware","display_name":"Malware","score":0.5935236811637878},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.5504999756813049},{"id":"https://openalex.org/keywords/field","display_name":"Field (mathematics)","score":0.5207405090332031},{"id":"https://openalex.org/keywords/vendor","display_name":"Vendor","score":0.5128674507141113},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.4592430889606476},{"id":"https://openalex.org/keywords/medical-diagnosis","display_name":"Medical diagnosis","score":0.4466955363750458},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.41417279839515686},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.3537359833717346},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.09419310092926025}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7462058067321777},{"id":"https://openalex.org/C541664917","wikidata":"https://www.wikidata.org/wiki/Q14001","display_name":"Malware","level":2,"score":0.5935236811637878},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.5504999756813049},{"id":"https://openalex.org/C9652623","wikidata":"https://www.wikidata.org/wiki/Q190109","display_name":"Field (mathematics)","level":2,"score":0.5207405090332031},{"id":"https://openalex.org/C2777338717","wikidata":"https://www.wikidata.org/wiki/Q1762621","display_name":"Vendor","level":2,"score":0.5128674507141113},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.4592430889606476},{"id":"https://openalex.org/C534262118","wikidata":"https://www.wikidata.org/wiki/Q177719","display_name":"Medical diagnosis","level":2,"score":0.4466955363750458},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.41417279839515686},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.3537359833717346},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.09419310092926025},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C142724271","wikidata":"https://www.wikidata.org/wiki/Q7208","display_name":"Pathology","level":1,"score":0.0},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1145/3290605.3300308","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3290605.3300308","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3290605.3300308","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},{"id":"pmh:oai:iris.unige.it:11567/1070950","is_oa":false,"landing_page_url":"https://hdl.handle.net/11567/1070950","pdf_url":null,"source":{"id":"https://openalex.org/S4377196291","display_name":"CINECA IRIS Institutial Research Information System (University of Genoa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I83816512","host_organization_name":"University of Genoa","host_organization_lineage":["https://openalex.org/I83816512"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/conferenceObject"}],"best_oa_location":{"id":"doi:10.1145/3290605.3300308","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3290605.3300308","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3290605.3300308","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","score":0.6100000143051147,"display_name":"Peace, Justice and strong institutions"}],"awards":[{"id":"https://openalex.org/G3975186846","display_name":null,"funder_award_id":"under","funder_id":"https://openalex.org/F4320310207","funder_display_name":"Carnegie Mellon University"},{"id":"https://openalex.org/G5681745080","display_name":null,"funder_award_id":"CyLab","funder_id":"https://openalex.org/F4320310207","funder_display_name":"Carnegie Mellon University"}],"funders":[{"id":"https://openalex.org/F4320310207","display_name":"Carnegie Mellon University","ror":"https://ror.org/05x2bcf33"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2941558646.pdf","grobid_xml":"https://content.openalex.org/works/W2941558646.grobid-xml"},"referenced_works_count":44,"referenced_works":["https://openalex.org/W24446071","https://openalex.org/W1463518955","https://openalex.org/W1468986134","https://openalex.org/W1605303397","https://openalex.org/W1835112993","https://openalex.org/W1944720853","https://openalex.org/W1966976587","https://openalex.org/W1971295515","https://openalex.org/W1975879668","https://openalex.org/W1979537855","https://openalex.org/W1980881150","https://openalex.org/W1981276164","https://openalex.org/W1988240765","https://openalex.org/W2000117884","https://openalex.org/W2017179611","https://openalex.org/W2023429893","https://openalex.org/W2033952602","https://openalex.org/W2110505891","https://openalex.org/W2112238177","https://openalex.org/W2114073616","https://openalex.org/W2126360800","https://openalex.org/W2131092735","https://openalex.org/W2131744502","https://openalex.org/W2136136174","https://openalex.org/W2136553381","https://openalex.org/W2139179587","https://openalex.org/W2162532690","https://openalex.org/W2168760655","https://openalex.org/W2329223578","https://openalex.org/W2396566024","https://openalex.org/W2406775074","https://openalex.org/W2411354024","https://openalex.org/W2476865836","https://openalex.org/W2565266555","https://openalex.org/W2602218799","https://openalex.org/W2610939075","https://openalex.org/W2614012654","https://openalex.org/W2765227388","https://openalex.org/W2786284130","https://openalex.org/W2795673503","https://openalex.org/W2891316582","https://openalex.org/W3100545544","https://openalex.org/W3181687612","https://openalex.org/W4238732959"],"related_works":["https://openalex.org/W2097492617","https://openalex.org/W2478661203","https://openalex.org/W2753240997","https://openalex.org/W2004830053","https://openalex.org/W1764168690","https://openalex.org/W2537959205","https://openalex.org/W2740895074","https://openalex.org/W2772446090","https://openalex.org/W4284893819","https://openalex.org/W3008115697"],"abstract_inverted_index":{"Understanding":[0],"users'":[1,25],"perceptions":[2,26],"of":[3,24,36,80,86,117],"suspected":[4],"computer-security":[5],"problems":[6],"can":[7],"help":[8],"us":[9],"tailor":[10],"technology":[11],"to":[12,32,43,53,66,73,98,128,133,137,141],"better":[13,138],"protect":[14],"users.":[15,142],"To":[16],"this":[17],"end,":[18],"we":[19,48,71],"conducted":[20],"a":[21,37],"field":[22],"study":[23,54],"using":[27],"189,272":[28],"problem":[29,51],"descriptions":[30,52],"sent":[31],"the":[33,55,61,118],"customer-support":[34],"desk":[35],"large":[38],"anti-virus":[39],"vendor":[40],"from":[41],"2015":[42],"2018.":[44],"Using":[45],"qualitative":[46],"methods,":[47],"analyzed":[49],"650":[50],"security":[56],"issues":[57,81,135,140],"users":[58,65,93,132],"faced":[59],"and":[60,76,94,136],"symptoms":[62],"that":[63,92],"led":[64],"their":[67],"own":[68],"diagnoses.":[69],"Subsequently,":[70],"investigated":[72],"what":[74,78],"extent":[75],"for":[77,90,100,105,110],"types":[79],"user":[82],"diagnoses":[83],"matched":[84],"those":[85],"experts.":[87],"We":[88],"found,":[89],"example,":[91],"experts":[95],"were":[96],"likely":[97],"agree":[99],"most":[101],"issues,":[102],"but":[103],"not":[104],"attacks":[106],"(e.g.,":[107],"malware":[108],"infections),":[109],"which":[111],"they":[112],"agreed":[113],"only":[114],"in":[115],"44%":[116],"cases.":[119],"Our":[120],"findings":[121],"inform":[122],"several":[123],"user-security":[124],"improvements,":[125],"including":[126],"how":[127],"automate":[129],"interactions":[130],"with":[131],"resolve":[134],"communicate":[139]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2020,"cited_by_count":3}],"updated_date":"2026-04-10T15:06:20.359241","created_date":"2025-10-10T00:00:00"}
