Implicit Bias and its Impact on Public Service

 Useful Definitions:

• Schemas: Pattern recognition and shortcuts to make inferences, etc.

• Can include characteristics and relationships. How you relate to the whole, how things relate to you.

• Stereotypes: characteristics attributed to members of a group. Can grow and develop on an individual basis like schema.

• Attitudes: Gut reactions or judgements associated with schemas, which are often formed without conscious effort or intent.

• Biases: Pre-programmed tendencies that cause us to perceive and interpret things from a non-neutral point of view. Biases can be both explicit (you’re aware of them) or implicit (happen subconsciously).

What is implicit bias?

Unlike an explicit bias, that you are able to recognize and self-correct, implicit biases manifest automatically without conscious intent or awareness. Implicit biases guide our decisions more often than we realize. But just because they’re unconscious, you are not powerless in correcting them.

How is this related to providing public service?

When we’re at a public service desk, our implicit biases can affect our assumptions on how familiar a patron is already with the library, our assumptions on their patron type (faculty, student, community member, etc), and how we interpret their gender. All of these factors can influence our public service approach, what questions we ask, our attitude or disposition toward a patron, and the answers we provide regarding access.

For example, let’s say you encounter a middle aged man at the service desk. He has an unpleasant body odor and he is dressed casually. Having encountered similar patrons before, you might assume he is not affiliated with the university and give him a basic tutorial on how to use OskiCat, and let him know he won’t be able to access electronic materials from home. You may be surprised to learn that he is a faculty member and seasoned researcher, having taught and conducted research at Cal for the past 15 years.

What steps can I take to ensure my biases do not manifest as actions?

1. Use neutral language. 

2. Consistently enforce policies.

3. Reflect on both good and uncomfortable patron interactions.

Where can I learn more about managing my implicit biases?

Check out the UC Learning Center course, “Implicit Bias.” From the dashboard, click on “Find a Course” and search for “Implicit Bias.”