Persistent Link:
http://hdl.handle.net/10150/106524
Title:
Are virtual reference services color blind?
Author:
Shachaf, Pnina; Horowitz, Sarah
Citation:
Are virtual reference services color blind? 2006-12, 28(4):501-520 Library & Information Science Research
Publisher:
Elsevier
Journal:
Library & Information Science Research
Issue Date:
Dec-2006
URI:
http://hdl.handle.net/10150/106524
Submitted date:
2007-01-20
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
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

Full metadata record

DC FieldValue Language
dc.contributor.authorShachaf, Pninaen_US
dc.contributor.authorHorowitz, Sarahen_US
dc.date.accessioned2007-01-20T00:00:01Z-
dc.date.available2010-06-18T23:48:54Z-
dc.date.issued2006-12en_US
dc.date.submitted2007-01-20en_US
dc.identifier.citationAre virtual reference services color blind? 2006-12, 28(4):501-520 Library & Information Science Researchen_US
dc.identifier.urihttp://hdl.handle.net/10150/106524-
dc.description.abstractThis 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.en_US
dc.format.mimetypeapplication/pdfen_US
dc.language.isoenen_US
dc.publisherElsevieren_US
dc.subjectWorld Wide Weben_US
dc.subjectAcademic Librariesen_US
dc.subjectLibrariesen_US
dc.subjectInformation Ethicsen_US
dc.subjectQuantitative Researchen_US
dc.subjectUser Studiesen_US
dc.subjectEvaluationen_US
dc.subject.otherVirtual referenceen_US
dc.subject.otherDiscriminationen_US
dc.subject.otherInformation ethicsen_US
dc.subject.otherSubjective biasen_US
dc.subject.otherReference servicesen_US
dc.subject.otherAsiansen_US
dc.subject.otherHispanicsen_US
dc.subject.otherCaucasiansen_US
dc.subject.otherArabsen_US
dc.subject.otherJewishen_US
dc.subject.otherJewsen_US
dc.subject.otherAfrican-Americansen_US
dc.subject.otherDigital referenceen_US
dc.subject.otherMinoritiesen_US
dc.subject.otherInternational studentsen_US
dc.titleAre virtual reference services color blind?en_US
dc.typeJournal Article (Paginated)en_US
dc.identifier.journalLibrary & Information Science Researchen_US
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