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Are virtual reference services color blind?

Shachaf, Pnina and Horowitz, Sarah (2006) Are virtual reference services color blind?. Library & Information Science Research 28(4):pp. 501-520.

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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.

EPrint Type:Journal Article (Paginated)
Keywords:Virtual reference, discrimination, information ethics, subjective bias, reference services, Asians, Hispanics, Caucasians, Arabs, Jewish, Jews, African-Americans, digital reference, minorities, international students
Subjects:World Wide Web
Academic Libraries
Libraries
Information Ethics
Quantitative Research
User Studies
Evaluation
ID Code:1725
Deposited On:20 January 2007
Alternative Locations:http://ella.slis.indiana.edu/~shachaf/Color-Blind.pdf
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