Excerpts from Chapter 2: ETHICAL ASPECTS OF REFERENCE SERVICE
Chapter Author: Richard E. Rubin

DIGITAL REFERENCE

In general, the rise of digital reference is an exciting prospect. In its most elementary form, digital reference is providing references services electronically. It might be a synchronous activity in which the user and librarian are interacting "live", or it might be asynchronous in which the user asks a question electronically and it is subsequently answered by a librarian. The advantages are obvious. Information seekers from remote and convenient locations can have 24/7 access to information professionals, who, in turn, have access to the world of digitally available information.

Of course, the basic ethical issues implicated in regular reference processes, such as confidentiality and privacy, apply in the digital environment. However, the vulnerability to ethical violations may increase due to the nature of the technology itself. For example, in the electronic environment it is often possible to track an individual's identity, queries, and precise use of electronic databases because an electronic "trail" may be preserved. These records should be treated with the same respect for confidentiality and privacy as circulation records. There is also the ethical issue of availability of and access to digital reference services. It is clear from a variety of studies that there are groups of individuals who remain part of the digital divide. These groups do not have the same access to digital services for at least two reasons: they lack the computer equipment and network access, and they do not have the training to use the equipment even if available. If librarians devote more and more of their resources and time to digital reference, then service to those who do not have technological access will be negatively affected. Such disparities in library service do not imply that digital reference service is unethical, only that digital reference raises ethical implications that must be concomitantly addressed. As the digital environment grows, there is no doubt that the ethical concerns will grow as well.

ADDITIONAL READINGS [ADDED IN 4th EDITION]

• American Library Association, Reference and User Services Association (RUSA). "Professional Competencies for Reference and User Services Librarians." Available: http://www.ala.org/ala/rusa/protools/referenceguide/professional.cfm.
  
  These guidelines are designed to identify the critical competencies for effective performance of reference services. Covering such areas as access, organization and design of services, marketing, outreach, evaluation and professional development, the competencies clarify the goals and responsibilities of reference librarians, many of which have ethical implications.
  
  
• Gosseries, Alex. "A Case for Restricted Access." Journal of Information Ethics 12 (Spring 2003): 56-66.
  
  This article explores the possible reasons asserted for restricting access to information and the tests for determining access to information. Concepts such as "standing" and "merit" of request are reviewed. The "worst possible recipient" test is discussed and its implications identified for open access to information.
  
  
• International Review of Information Ethics. Stuttgart, Germany: International Center for Information Ethics, 2004-. Semiannual.
  
  This journal, formerly the International Journal of Information Ethics is the official journal of the International Center for Information Ethics. Central themes include the impact of the ethics of information technology on people and society.
  
  
• Isaacson, David. "Is the Correct Answer the Right One?" Journal of Information Ethics 13 (Spring 2004): 14-18.
  
  This article explores the potential ethical dilemmas that arise when a library user is not happy with the answer provided by the reference librarian, even if that answer is correct.
  
  
• Journal of Information Ethics. Edited by Robert Hauptman. Jefferson, N.C.: McFarland, 1992-. Semiannual.
  
  This journal explores a wide variety of topics in the area of information ethics, including ethical issues related to Internet use, secrecy, privacy, professional values, use of images, and the workplace.
  
  
• McMenemy, David, Alan Poulter, and Paul F. Burton. A Handbook of Ethical Practice: A Practical Guide to Dealing with Ethical Issues in Information and Library Work. Oxford, England: Chandos Publishing, 2007. 153p.
  
  This book aims to discuss the ethical issues facing librarians in the modern era. It includes a review of the key contemporary and historical ethical challenges, an examination of some of the professional association codes of ethics, and a discussion of case studies focused on the key ethical themes identified.
  
  
• Rockenbach, Barbara. "Image Ethics: Security and Manipulation of Digital Images." Journal of Information Ethics 9 (Fall 2000): 66-71.
  
  This article explores the vulnerability of digital images to manipulation, processing, and change. The article reviews methods of image security and manipulation and the ethical implications for the role of information providers.
  
  
• Shachaf, Pnina. "A Global Perspective on Library Association Codes of Ethics." Library and Information Science Research 27 (Autumn 2005): 513-33.
  
  This study reports the analysis of the codes of ethics from library associations in 28 different countries in order to identify the set of shared values. The most frequently identified principles were professional development, integrity, confidentiality or privacy, and free and equal access to information.