No abstract

Indigenous peoples remain among the most marginalized population groups in the Americas. The decline of the Indigenous protest cycle in Latin America by the mid-2000s meant that research on collective action turned elsewhere just as the use of social media was becoming more prominent in the tactical repertoire of collective action, and we know little about how Indigenous groups have adapted new technologies for the purpose of civic engagement. If social media has begun to take the place of disruptive action (the most effective tactics in the 1990s according to Indigenous leaders), if personalized action is replacing collective identity (a strength of the Indigenous movements in the 1980s–1990s) and if their access to technology is limited, what does this mean for the ability of Indigenous communities to pursue their claims? Based on 2 years of fieldwork, this article addresses this question from the perspective of Indigenous organizations in three Latin American countries, Bolivia, Chile, and Ecuador. We find that some Indigenous organizations have benefited from the use of information and communication technologies (ICTs) in terms of enhanced communication, access to information, visibility, interest promotion, and commercialization of products and services. At this point in time, however, it appears that the disadvantages outweigh the benefits.

Objective -This research compares two types of online reference services and attempts to determine whether the same sorts of questions are being asked; which questions are being asked most often; and whether patron and staff behaviour is consistent or different in the two types of online reference sessions. Patron satisfaction with the two types of online reference services is also examined.Methods -The researchers reviewed over 1400 online reference transcripts, including 744 from Docutek virtual reference (VR) transactions and 683 from MSN chat reference (IM) transactions. The questions were classified according to categories of reference questions based on recurring questions discovered during the review. Each transaction was also categorized as ʺinformalʺ or ʺformalʺ based on patron language and behaviour, and general observations were made about the interactions between patrons and librarians. In addition, results from 223 user surveys were examined to determine patron satisfaction with online reference services and to determine which type of service patrons preferred.Results -The analysis suggests that patrons are using VR and IM services differently. In general, VR questions tend to be more research intensive and formal, while IM questions are less focused on academic research and informal.Library staff and patrons appear to alter their behaviour depending upon which online environment they are in. User surveys demonstrated that patrons are generally satisfied with either type of online reference assistance.Conclusion -Both types of online reference service are meeting the needs of patrons. They are being used for different purposes and in different ways, so it may be worthwhile for libraries to consider offering both VR and IM reference. The relationship building that appears to take place more naturally in IM interactions demonstrates the benefits of librarians being more approachable with patrons in order to provide a more meaningful service.

Indigenous peoples are among the most marginalized population groups in the Western Hemisphere. In Latin America, they have engaged in diverse forms of collective action with varying degrees of success. Previous research has studied the "traditional" social movement strategies used by some of the more successful groups. We know relatively little, however, about how Indigenous groups use information and communication technologies (ICTs) to pursue their goals and engage in civic participation. While a growing number of researchers are studying the use of ICTs for the purpose of mobilization, recent studies on the use of technology by social movements tend to focus on a handful of high-profile Western cases of large-scale mobilization. Transnational NGOs have worked with Indigenous organizations to transfer technology and help set up webpages, social media accounts and hardware but we still know little about how they are being used and in what direction these technologies affect the power relationship in this very distinct social and political context. This study fills some of the gaps in our knowledge by looking at how Ecuadorian Indigenous organizations are using ICTs, the barriers they face and the factors that enhance or diminish their capacity to use technology effectively. It finds that while there are benefits and disadvantages, the barriers these groups face with respect to ICTs may be tipping the balance of power away from Indigenous movements.