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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.

Published in: Leadership & Management
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Sincerely Allan, Tales of a Woman in Tech

  1. 1. #STLDODN @heathriel Tales of a Woman in Tech SINCERELY, ALLAN
  2. 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. 3. #STLDODN @heathriel cc: Stéfan - https://www.flickr.com/photos/49462908@N00 #STLDODN @heathriel
  4. 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. 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. 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. 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. 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. 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. 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. 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. 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
  13. 13. #STLDODN @heathriel #STLDODN @heathriel
  14. 14. #STLDODN @heathriel #STLDODN @heathriel
  15. 15. #STLDODN @heathriel #STLDODN @heathriel
  16. 16. #STLDODN @heathriel #STLDODN @heathriel
  17. 17. #STLDODN @heathriel #STLDODN @heathriel
  18. 18. #STLDODN @heathriel #STLDODN @heathriel
  19. 19. #STLDODN @heathriel #STLDODN @heathriel
  20. 20. #STLDODN @heathriel #STLDODN @heathriel
  21. 21. #STLDODN @heathriel #STLDODN @heathriel
  22. 22. #STLDODN @heathriel #STLDODN @heathriel
  23. 23. #STLDODN @heathriel #STLDODN @heathriel
  24. 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. 25. #STLDODN @heathriel PERCEPTION IS EVERYTHING #STLDODN @heathriel
  26. 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
  27. 27. #STLDODN @heathriel #STLDODN @heathriel
  28. 28. #STLDODN @heathriel #STLDODN @heathriel
  29. 29. #STLDODN @heathriel #STLDODN @heathriel
  30. 30. #STLDODN @heathriel #STLDODN @heathriel
  31. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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

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