Symantec Research Labs

A Field Study of Computer-Security Perceptions Using Anti-Virus Customer-Support Chats

Understanding users' perceptions of suspected computer-security problems can help us tailor technology to better protect users. To this end, we conducted a field study of users' perceptions using 189,272 problem descriptions sent to the customer-support desk of a large anti-virus vendor from 2015 to 2018. Using qualit…