The online world

In his article, Ross highlights the issue of anonymity and identity formation in the online environment. Ross discusses the use of organic online learning community (OOLC) with reference to Goffman’s theory of backstage and front stage behaviour. The OOLC is made up of pre-service London cabbies, who call themselves ‘Knowledge Boys and Girls’. There are many different types of discussions that occur in OOLCs, for example, some discussions are connected to learning tasks and other discussions are social conversations.

 Goffman’s dramaturgical theory was used to explain what benefits might be provided through personal and professional disclosure but also as a way of comprehending how these benefits might be realised in the online learning environment. Ross suggests that learners create a backstage region that allows students to compare themselves to each other, form friendships and practise for assessments. Goffman (1959 as cited in Ross 2007) argues that we are all actors, always performing for an audience in a region. Region behaviour consists of behaviour that is acceptable in a particular situation or context. As Knowledge Boys and Girls are in the public eye, the online learning environment may be considered to be a front stage for learners.

Similarly, Kazmer, Burnett and Dickey’s study discussed the construction and representation of identity in an online customer service chat setting. The study focused on interactions between customer service representatives and customers of a company referred to as Kristal.com. Similarly to the OOLC, there were many reasons why customers used chat including asking questions and cancelling accounts. Their study revealed that participants must establish some form of identity implicitly or explicitly for any meaningful interaction to take place. For example, customers must use their real name to interact with employers and they must use a PIN. By using their 'real' identity, they will be more aware of how they behave online and ensure that they follow the code of conduct.

Kazmer, M, Burnett, G & Dickey, M 2007, ‘Identity in customer service chat interaction: implications for virtual reference’, Library and Information Science Research, vol.29, no.1, pp5-29.

Ross, D 2007, "Backstage with the Knowledge Boys and Girls: Goffman and Distributed Agency in an Organic Online Community", Organization Studies, vol.28, no.3, http://oss.sagepub.com.ezproxy.uow.edu.au/content/28/3/307.full.pdf+html