A7.11
Expectation violation and the explanation gap
Cards in this group · 4
- A7.11.1The explanation gap is the absence of an attributable cause after a result occurs — not the surprise of the result itself
- A7.11.2Timely explanation and after-the-fact explanation differ in how well they repair the model — timeliness itself has value
- A7.11.3An explanation needs to land on concepts already in the user's model; a generic apology can't fill the gap
- A7.11.4A long-unfilled explanation gap pushes users to fill it themselves with a wrong causal story