Bias and Whiteness in Public Services

Abstract

Race and gender bias intersect in particularly crucial way in Libraires as we experience them today with their roots in Victorian virtuous womanhood and an associated service ethic that requires library colleagues to prioritize user satisfaction even if at the cost of staff wellbeing, and at times, safety. This reality has led to an intertwining of identity, worth, and service ethic that is exacerbated through late stage capitalism that rewards business over impact and asks of us to want more. On this basis, libraries have been ripe for critical review of our practices. As critical librarianship continues to grow, two concepts are gaining attention within the field of libraries and public services: vocational awe and white centering. This column will explore how the concepts continue to rise in importance in this field as well as the interrelated field of customer service industry. Additionally, the author will explore micro-practices that are surfacing in the literature to decenter whiteness as well as ensure that we are values-centered rather than unsustainable in our practices.

Keywords:

• Bias
• Public Service
• User Service
• Customer service
• vocational awe
• racism

Disclosure statement

No potential conflict of interest was reported by the author(s).

Notes

1 Studies have been done by (1) Bone, Christensen, Williams, Bone, and Dellande (2023), (2) Feldberg and Kim (2018, 2021), and 3) Cross et al. (2023).