Mitigating microaggressions in virtual reference
Participants heard how research-based examples and guidelines helped virtual reference staff recognize microaggressions and minimize them to enhance service excellence.
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Microaggressions are intentional or non-intentional verbal, behavioral and environmental indignities towards marginalized individuals. Microaggressions are subtle, nuanced, and difficult to detect and address, especially in virtual environments. This presentation reported results from qualitative content analysis of a large, longitudinal, random sample of QuestionPoint virtual reference service (VRS) sessions (drawn from 2006, 2010, and 2016). In this time of heightened online conflict, attendees were provided with research-based examples and guidelines to help them to both recognize microaggressions and to minimize them to enhance service excellence.
Presenters for this program were:
Marie Radford, Ph.D. Professor and Director, Ph.D. Program, Communication, Information and Library Studies, Rutgers University
Lynn Silipigni Connaway, OCLC
21 February 2018
2:00 PM – 3:00 PM
Eastern Standard Time, North America [UTC -5]