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<p class="MsoNormal"><span style="font-size:12.0pt">Hi Sara,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt">Thanks for asking about this. It’s hard to say without doing a survey or gathering more formal data, but as far as I’m aware, AskAway is not seeing increased harassment from users who assume that they are
speaking with a chatbot. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt">What I’ve heard anecdotally from service providers is that some users assume that they’re chatting with a bot and for the most part, when corrected, they are polite about it and adjust accordingly.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt">AskAway members have asked if we could include language on or around the chat box or messaging to indicate to students (and other users) that they will be connecting to and chatting with a human. I’d love
to hear if anyone has suggestions for something along these lines!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt">I hope this is helpful. Happy to talk more.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt">Thanks,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt">Cristen<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:12.0pt;color:black">From:
</span></b><span lang="EN-US" style="font-size:12.0pt;color:black">collaborative-vr <collaborative-vr-bounces@omls.oregon.gov> on behalf of "Peté, Sara via collaborative-vr" <collaborative-vr@omls.oregon.gov><br>
<b>Reply-To: </b>"Peté, Sara" <sara.pete@sos.wa.gov><br>
<b>Date: </b>Wednesday, November 1, 2023 at 9:39 AM<br>
<b>To: </b>"collaborative-vr@omls.oregon.gov" <collaborative-vr@omls.oregon.gov><br>
<b>Subject: </b>[collaborative-vr] extra harassment?<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US" style="color:black">Hi Everyone,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black">I received this question from a large academic library that used to be a part of AskWA but not they are independent. At AskWA, I haven’t heard from libraries that they are getting a bunch of extra
harassment because users assume they are a chatbot, but I was just curious to check in with you folks and see if anyone is seeing that. Here is the question from my colleague:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black">“</span><span lang="EN-US">I’m wondering if any of the libraries in AskWA have reported increased rates of harassment/troll behavior in their chat services? One of the faculty at the iSchool recently
mentioned that online reference services are being “bombarded” by this type of behavior because patrons think they are chatbots. I haven’t noticed this at all in our service, beyond an uptick of people submitting questions that look like they are intended
for a bot...like instead of actually typing out “I’m looking for articles on the effects of climate change on the fishing industry” they enter something like “articles climate change fishing” when they come into chat. But I find that patrons quickly regroup
when they figure out that they are interacting with a human!”<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Thanks everyone – hope fall is going well for you all!<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US" style="color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:12.0pt;font-family:"Arial",sans-serif;color:#29606B">Sara Peté
</span></b><span lang="EN-US" style="font-family:"Century Gothic",sans-serif;color:black">(she/her)|</span><b><span lang="EN-US" style="font-family:"Century Gothic",sans-serif;color:#45556C">
</span></b><b><span lang="EN-US" style="font-family:"Century Gothic",sans-serif;color:black">Community Outreach Librarian</span></b><span lang="EN-US" style="font-family:"Century Gothic",sans-serif;color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black"><a href="http://www.washingtoncenterforthebook.org/"><span style="color:#0088CC;text-decoration:none">Washington Center for the Book</span></a> (Director), WSL Social Media,
<a href="https://askwa.libanswers.com/"><span style="color:#0088CC;text-decoration:none">AskWA: Statewide Virtual Reference Cooperative</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black">Washington State Library | Office of the Secretary of State<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black">6880 Capitol Blvd SE, Tumwater, Washington<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#B68451">c</span><span lang="EN-US" style="color:black">: 360-480-1005<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black"><a href="mailto:Sara.Pete@sos.wa.gov"><span style="color:#0088CC;text-decoration:none">Sara.Pete@sos.wa.gov</span></a>
</span><span lang="EN-US" style="color:#45556C"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><a href="https://www.sos.wa.gov/library/"><span style="color:windowtext;text-decoration:none"><span style="color:black"><img border="0" width="221" height="82" style="width:2.302in;height:.8541in" id="Picture_x0020_1" src="cid:image001.png@01DA0CEE.D76DFBB0" alt="Email_SecStateWA_Library"></span></span></a></span><span lang="EN-US" style="font-family:"Bookman Old Style",serif;color:#45556C"> <o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US" style="color:black">~connecting Washington through the power of libraries~<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:black"><a href="https://sos.us10.list-manage.com/subscribe?u=4cc76b29ebd6084a20161a5f6&id=40682e1d3f"><span style="color:#0088CC;text-decoration:none">Sign up for WSL Updates</span></a>, a weekly newsletter
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