Mitigating microaggressions in virtual reference
Research-based examples and guidelines will help virtual reference staff recognize microaggressions and minimize them to enhance service excellence.
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 reports 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 will be 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 are:
Marie Radford, Ph.D. Professor and Director, Ph.D. Program, Communication, Information and Library Studies, Rutgers University
Lynn Silipigni Connaway, OCLC