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    Are virtual reference services color blind?

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    Author
    Shachaf, Pnina
    Horowitz, Sarah
    Issue Date
    2006-12
    Submitted date
    2007-01-20
    Keywords
    World Wide Web
    Academic Libraries
    Libraries
    Information Ethics
    Quantitative Research
    User Studies
    Evaluation
    Local subject classification
    Virtual reference
    Discrimination
    Information ethics
    Subjective bias
    Reference services
    Asians
    Hispanics
    Caucasians
    Arabs
    Jewish
    Jews
    African-Americans
    Digital reference
    Minorities
    International students
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    Citation
    Are virtual reference services color blind? 2006-12, 28(4):501-520 Library & Information Science Research
    Publisher
    Elsevier
    Journal
    Library & Information Science Research
    URI
    http://hdl.handle.net/10150/106524
    Abstract
    This study reports an experiment that examines whether librarians provide equitable virtual reference services to diverse user groups. The relative absence of social cues in the virtual environment may mean greater equality of services though at the same time greater inequalities may arise as librarians can become less self-aware online. Findings indicate that the quality of service librarians provide to African Americans and Arabs is lower than the quality of service they provide to Caucasian, Hispanic, Asian, and Jewish students. This study adds to the knowledge of subjective bias in the virtual environment by specifying those that are discriminated against online, identifying the kinds of discriminatory actions of virtual reference librarians, and identifying the type of queries that more frequently result in unbiased service.
    Type
    Journal Article (Paginated)
    Language
    en
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