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dc.contributor.author Shachaf, Pnina
dc.contributor.author Horowitz, Sarah
dc.date.accessioned 2009-09-22T20:37:46Z
dc.date.available 2009-09-22T20:37:46Z
dc.date.issued 2006
dc.identifier.citation Shachaf, P., & Horowitz, S. (2006). Are virtual reference services color blind? Library & Information Science Research. 28 (4), 501. en
dc.identifier.uri http://dx.doi.org/10.1016/j.lisr.2006.08.009 en
dc.identifier.uri http://hdl.handle.net/2022/3705
dc.description.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. en
dc.language.iso en_US en
dc.publisher Elsevier en
dc.relation.isversionof Definitive version available through ScienceDirect. en
dc.title Are virtual reference services color blind? en
dc.type Article en


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