Exploring Sexism in Customer Support

Nick Oliverio, OlarkNov 19, 2015

Things I can understand without seeing themAtomsStarsBitcoin

Things I didn't understand until I saw themThe oceanHaving a terrible jobOnline harassment

What I've learned in the last 2 yearsGamergate

Mansplaining

Trying to fix things can still go wrong - SXSW

Origin"It is easier to be a male cat than a female human on the internet." - Cat (paraphrased)

Nicole 89% Great

90% Great Olark

Olark

Nicole

Nick vs. Nicole vs. OlarkNick (Jan) Nicole (Feb - Mar) Olark (Jan-Mar)

Nicole / Nick sample size = ~1,300 chatsOlark = ~11,000

Great Response Overall Responsive Knowledge Friendly

Olark 90% 12 sec 4.57 4.68 4.58 4.72

Nicole 89% 8 sec 4.54 4.69 4.53 4.75

Nick 90% 8 sec 4.57 4.67 4.56 4.74

Nicolewww.olark.com/transcripts/show_conversation/Xx0TTsrHEgnxOtvL1Y4Bh3UICU107p3z

Nicole

Nicole

Nicole

Nicole

Other Olarkers' Experiences

Cat - https://help.olark.com/agent/case/339082

Cat

Brooke

https://www.olark.com/transcripts/show/Ij7Ft6OwFKu8ce2A1Y4Bh9XIGTQO0JEO and then it started again- https://www.olark.com/transcripts/show/FObxAiA0oQ1Y4BhrV1vHATK10J0IppTM

Emily

"I've noticed that while I do get gendered comments from non-trolls, probably 50% or more of trolls comment on my gender/appearance." - Emily

Nicole

Emily

Barbara

This was Peter's 2nd day on chat

Fernanda ?Unfortunately, Fernando left us before he could try, but I'd encourage the rest of you to give it a shot sometime

ConsiderationsPerceived formality vs. friendlinessSupport by gender vs. users by genderAvatar attractiveness, race, ageTrolls vs. customers

This did also happen to me as a guy3/17/15 - after I switched back to being Nick

Questions?

-AmazingSuperPowers

http://thedailyshow.cc.com/videos/5ndnit/jessica-s-feminized-atmosphere

http://adequateman.deadspin.com/how-to-talk-to-girls-on-twitter-without-coming-off-like-1685707661

http://www.independent.co.uk/news/world/asia/turkish-men-take-to-istanbuls-streets-in-skirts-to-protest-death-of-young-woman-10065020.html

https://medium.com/@sailorhg/coding-like-a-girl-595b90791cce

http://www.nytimes.com/2015/02/15/opinion/sunday/the-epidemic-of-facelessness.html

http://fortune.com/2015/03/26/the-resume-gap-women-tell-stories-men-stick-to-facts-and-get-the-advantage/

http://www.thisamericanlife.org/radio-archives/episode/545/if-you-dont-have-anything-nice-to-say-say-it-in-all-caps

https://youtu.be/jYPC-YMdJFI?t=44s

Resources