Sincerely Allan, Tales of a Woman in Tech
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The Internet is supposed to be the great leveler, giving everyone a chance to be their authentic selves. In the case of Online Support, this means that people are free to be their authentic, biased selves. For years, while openly touting transparency, I was perpetrating a fraud. I was living under an assumed name - as a man - in order to ensure expedient compliance in Technical Support. "Allan" was the top most requested agent, and his touch-to-close ratio was unmatched. "Heather", on the other hand, had a ratio 3 times worse, with the same exact answers. Problem was - they were the same person. In this talk, we'll discuss the effects gender bias has in relation to technology.
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Sincerely Allan, Tales of a Woman in Tech
- 1. #STLDODN @heathriel Tales of a Woman in Tech SINCERELY, ALLAN
- 2. #STLDODN @heathriel A LONG TIME AGO, IN A STATE FAR, FAR, AWAY… cc: MarkyBon - https://www.flickr.com/photos/94272988@N00 #STLDODN @heathriel
- 3. #STLDODN @heathriel cc: Stéfan - https://www.flickr.com/photos/49462908@N00 #STLDODN @heathriel
- 4. #STLDODN @heathriel WHAT IS BIAS? A tendency to believe that some people, ideas, etc., are better than others, that usually results in treating some people unfairly. #STLDODN @heathriel
- 5. #STLDODN @heathriel Scientists estimate that we are exposed to as many as 11 million pieces of information at any one time, but our brains can only deal with about 40. How do we deal with so much information and make daily decisions? We do it by developing a perceptual lens that filters out certain things and lets others in, depending on certain perceptions, interpretations and biases that we have adapted throughout our life. cc: Carlos Smith - https://www.flickr.com/photos/8830697@N08 #STLDODN @heathriel
- 6. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level “A man cannot be prejudiced against another without being biased against him; but he may be biased without prejudiced.” Black’s Law Dictionary cc: Daniela Hartmann (alles-schlumpf) - https://www.flickr.com/photos/29487767@N02 #STLDODN @heathriel
- 7. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level According to social cognition research, a fundamental process of the human brain causes humans to categorize and prefer people based on group identity. This all takes place within a fraction of a second before we recognize that it is happening. This is known as our unconscious bias. cc: maHidoodi - https://www.flickr.com/photos/41415970@N00 #STLDODN @heathriel
- 8. #STLDODN @heathriel Uncovering Unconscious Bias Gender stereotypes are everywhere. We start hearing the narrative from an early age until it becomes part of our thought pattern. #STLDODN @heathriel
- 9. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level Explicit biases are the result of intentional, conscious, and controllable thoughts and beliefs. cc: JD Hancock - https://www.flickr.com/photos/83346641@N00 #STLDODN @heathriel
- 10. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level Implicit bias refers to the attitudes or stereotypes that affect our understanding, actions, and decisions in an unconscious manner. cc: Saulo Cruz - https://www.flickr.com/photos/31090482@N07 #STLDODN @heathriel
- 11. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: osde8info - https://www.flickr.com/photos/8764442@N07 #STLDODN @heathriel
- 12. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: Zawezome - https://www.flickr.com/photos/8699239@N04 #STLDODN @heathriel
- 24. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level Most of us have a much stronger mental association between maleness and career oriented concepts than we do between femaleness and ideas related to career. cc: blentley - https://www.flickr.com/photos/8675898@N03 #STLDODN @heathriel
- 25. #STLDODN @heathriel PERCEPTION IS EVERYTHING #STLDODN @heathriel
- 26. #STLDODN @heathriel INDUSTRY DOESN’T MATTER MEN RATE HIGHER FOR SERVICE *Gender Differences in the Customer Service Understanding of Frontline Employees, Mathies/Buford #STLDODN @heathriel
- 31. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: ecstaticist - https://www.flickr.com/photos/41864721@N00 MY STORY #STLDODN @heathriel
- 32. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: Si-MOCs - https://www.flickr.com/photos/43378406@N08 #STLDODN @heathriel
- 33. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: Pablo Gutiérrez - https://www.flickr.com/photos/7740165@N08 #STLDODN @heathriel
- 34. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: Andrew Tarvin - https://www.flickr.com/photos/57527432@N04 #STLDODN @heathriel
- 35. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: highersights - https://www.flickr.com/photos/65339210@N02 #STLDODN @heathriel
- 36. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: jeffdjevdet - https://www.flickr.com/photos/126917537@N03 #STLDODN @heathriel
- 37. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level Lack of diversity creates a void in positive information about a given class. People may express a belief in equality but their subconscious associations do not match their expressed views. Protracted exposure to different classes tends to negate any negative associations with those groups. cc: Neal. - https://www.flickr.com/photos/31878512@N06 #STLDODN @heathriel
- 38. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: GotCredit - https://www.flickr.com/photos/30576334@N05 #STLDODN @heathriel
- 39. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: kevin dooley - https://www.flickr.com/photos/12836528@N00 #STLDODN @heathriel
- 40. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: shvmoz - https://www.flickr.com/photos/99971095@N00 #STLDODN @heathriel
- 41. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level Defining Diversity “In its broadest context, diversity is defined as recognizing, appreciating, valuing, and utilizing the unique talents and contributions of all individuals regardless of age, career, experience, color, communication style, culture, disability, educational level or background, employee status, ethnicity, family status, function, gender, language, management style, marital status, national origin, organizational level, parental status, physical appearance, race, regional origin, religion, sexual orientation, thinking style, speed of learning and comprehension, etc.” Society for Human Resource Management cc: postbear - https://www.flickr.com/photos/91387326@N00 #STLDODN @heathriel
- 42. #STLDODN @heathriel Click to edit Master title style Click here to add text. ■ Click to edit Master text styles Second level Third level cc: yewenyi - https://www.flickr.com/photos/30265340@N00 #STLDODN @heathriel Heather Wilde heather@roceteer.com @heathriel @roceteer_inc heathriel.com
Editor's Notes
- Talk about story in columbus, with fire alarm, baby, etc.
- When the panicked mother saw a “girly girl”, in makeup, heels, etc, the reality in me holding and rescuing her baby was like this picture – if darth vader is coming at you with a basket of candy you RUN, you don’t give him more.
- Explicit biases usually are directed toward a group of people based on what is being perceived. An example of an explicit bias would be that all African Americans are good athletes.
- These biases, which encompass both favorable and unfavorable assessments, are activated involuntarily and without an individual’s awareness or intentional control
- Implicit biases are pervasive. Everyone possesses them, even people with avowed commitments to impartiality such as judges. Implicit and explicit biases are related but distinct mental constructs. They are not mutually exclusive and may even reinforce each other. The implicit associations we hold do not necessarily align with our declared beliefs or even reflect stances we would explicitly endorse.
- Recently, psychologists have begun to look at what role implicit associations play in our beliefs and behavior. They have developed a tool called the Implicit Association Test (IAT).
- On the following screens, names will appear. Crowd participation time! If it’s male, raise your left hand. If it’s female, raise your right hand. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names will appear. Crowd participation time! If it’s male, raise your left hand. If it’s female, raise your right hand. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names will appear. Crowd participation time! If it’s male, raise your left hand. If it’s female, raise your right hand. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names will appear. Crowd participation time! If it’s male, raise your left hand. If it’s female, raise your right hand. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names and words will appear. Do the same thing – only in addition to the names, if it’s a word that you associate with career, raise your left hand,, and family right. Fast as you can – let’s go. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names and words will appear. Do the same thing – only in addition to the names, if it’s a word that you associate with career, raise your left hand,, and family right. Fast as you can – let’s go. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names and words will appear. Do the same thing – only in addition to the names, if it’s a word that you associate with career, raise your left hand,, and family right. Fast as you can – let’s go. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names and words will appear. Do the same thing – only in addition to the names, if it’s a word that you associate with career, raise your left hand,, and family right. Fast as you can – let’s go. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names and words will appear. Do the same thing – only in addition to the names, if it’s a word that you associate with career, raise your left hand,, and family right. Fast as you can – let’s go. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names and words will appear. Do the same thing – only in addition to the names, if it’s a word that you associate with career, raise your left hand,, and family right. Fast as you can – let’s go. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- On the following screens, names and words will appear. Do the same thing – only in addition to the names, if it’s a word that you associate with career, raise your left hand,, and family right. Fast as you can – let’s go. You don’t have to raise it high – even a finger. Just do it as fast as you can.
- The IAT is administered by computer that measures your responses down to the millisecond and those measurements are used to assign the score. www.implicit.harvard.edu
- Flipping the narrative – getting a job in gaming because I was the only one qualified for the job.
- Constant exposure to negative stereotypes or negative information about a class of people has a subconscious effect on persons exposed to this information. Similarly, constant exposure to positive stereotypes about a class of people can also have a subconscious effect.
- Is empathy really just another inroad for bias? How can you scale a support team and take local culture into effect?
- Is it possible to cater to everyone?
- What is considered offensive?