Trust and Blame
http://www.uxmatters.com/MT/archives/000075.php

Quesenbery, Whitney
UXmatters
2006

Abstract:

I lost my address book recently. It was one of those near-death computer experiences where you see your data pass before your eyes and start searching through the trash, then the Web, hoping to find the information you need right now. The experience made me think about blame--and trust.