When you only have a week: Rapid-response, grassroots public services for access, wellness, and student success

Tranfield, Wynn; Worsham, Doug; Mody, Nisha

doi:10.5860/crln.81.7.326

Cited by 6 publications

(3 citation statements)

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“…Askew et al ( 2020 ) provide updates from eight academic and public libraries in Georgia whose diverse service responses featured innovative online programming for information and wellness, technology lending programs, and video and other VRS. Tranfield et al ( 2020 ) outline UCLA libraries' response in adapting internal communication and external instruction to video, expanding access to e‐collections, and developing online workshops and video tutorials.…”

Section: Literature Review and Theoretical Frameworkmentioning

confidence: 99%

“Death of social encounters”: Investigating COVID‐19's initial impact on virtual reference services in academic libraries

Radford

Costello

Montague

2022

Asso for Info Science & Tech

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This investigation explores the initial impact of the COVID-19 pandemic on live chat virtual reference services (VRS) in academic libraries and on user behaviors from March to December 2020 using Goffman's theoretical framework (1956, 1967, 1971). Data from 300 responses by academic librarians to two longitudinal online surveys and 28 semi-structured interviews were quantitatively and qualitatively analyzed. Results revealed that academic librarians were well-positioned to provide VRS as university information hubs during pandemic shutdowns. Qualitative analysis revealed that participants received gratitude for VRS help, but also experienced frustrations and angst with limited accessibility during COVID-19. Participants reported changes including VRS volume, level of complexity, and question topics. Results reveal the range and frequency of new services with librarians striving to make personal connections with users through VRS, video consultations, video chat, and other strategies. Participants found it difficult to maintain these connections, coping through grit and mutual support when remote work became necessary. They adapted to challenges, including isolation, technology learning curves, and disrupted work routines. Librarians' responses chronicle their innovative approaches, fierce determination, emotional labor, and dedication to helping users and colleagues through this unprecedented time. Results have vital implications for the future of VRS.In mid-March of 2020, the COVID-19 pandemic response forced most colleges and universities across the United States to send students, faculty, and staff home to shelter in place. Amid spiking numbers of infections, there ensued widespread confusion and ongoing disruption of normal operations while classes migrated online. It gradually became apparent that there would not be a return to campuses after spring break, or, as it came to pass, for the entire spring semester and additional semesters to come.Academic libraries swiftly moved all previously in-person assistance to online modes, expanding or quickly adding virtual reference services (VRS) (Hinchliffe & Wolff-Eisenberg, 2020a, 2020b. The transition to fully online service delivery was accelerated by the need for individuals to socially distance to "flatten the curve" of the pandemic's spread (Halle, 2020). Librarians and staff strove to continue to provide quality user services during this period of uncertainty, fear, and physical isolation. Based on

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Section: Literature Review and Theoretical Frameworkmentioning

confidence: 99%

“Death of social encounters”: Investigating COVID‐19's initial impact on virtual reference services in academic libraries

Radford

Costello

Montague

2022

Asso for Info Science & Tech

View full text Add to dashboard Cite

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“…The scale of the COVID-19 crisis may be unprecedented, but during prior public health crises, HSLs have planned for virtual learning and services and physical distancing [ 6 ]. Pivoting to the virtual environment in 2020 was challenging, especially with the short timeline, and extra responsibilities such as assisting teaching staff in transitioning courses online fell on library staff [ 7 ]. A more comprehensive review of literature relevant to this research, including articles on ILL/DD services outside of HSLs, appears in Appendix A .…”

Section: Introductionmentioning

confidence: 99%

Interlibrary loan and document delivery in North American health sciences libraries during the early months of the COVID-19 pandemic

Lloyd

Alpi

Hoogland

et al. 2022

jmla

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Objective: The study purpose was to understand how early months of the COVID-19 pandemic altered interlibrary loan (ILL) and document delivery (DD) in North American health science libraries (HSLs), specifically the decision-making and workflow adjustments associated with accessing their own collections and obtaining content not available via ILL. Methods: Researchers distributed an online 26-question survey through 24 health science library email lists from January 6-February 7, 2021. Respondents reported their library’s ILL and DD activities from March-August 2020, including ILL/DD usage and policies, collection access, decision-making, and workflow adjustments. In addition to calculating frequencies, cross-tabulation and statistical tests were performed to test a priori potential associations. Two researchers independently and thematically analyzed responses to the 2 open-ended questions and reached consensus on themes. Results: Hospital libraries represented 52% (n=226/431) of respondents, along with 42% academic (n=179) and 6% (n=26) multi-type or other special. Only 1% (n=5) closed completely with no remote services, but many, 45% (n=194), ceased ILL of print materials. More than half (n=246/423; 58%) agreed that ILL requests likely to be filled from print remained unfilled more than is typical. Open-ended questions yielded 5 themes on ILL/DD staffing, setup, and systems; 6 on impacts for libraries and library users. Conclusion: Lack of communication regarding collection availability and staffing resulted in delayed or unfilled requests. Hospital and academic libraries made similar decisions about continuing services but reported different experiences in areas such as purchasing digital content. Hybrid ILL/DD workflows may continue for managing these services.

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“…This includes the UCLA Digital Library and the International Digital Ephemera Project, which both serve to store, preserve, and disseminate digital primary source objects online, drawn from unique collections at UCLA and at partner cultural heritage organizations. 6…”

Section: Introductionmentioning

confidence: 99%

Teaching in the digital library: A partnership between teaching librarians and digital library staff

Johnson¹,

Abumeeiz²,

McAulay³

2021

CRLN

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When you only have a week: Rapid-response, grassroots public services for access, wellness, and student success

Cited by 6 publications

References 0 publications

“Death of social encounters”: Investigating COVID‐19's initial impact on virtual reference services in academic libraries

“Death of social encounters”: Investigating COVID‐19's initial impact on virtual reference services in academic libraries

Interlibrary loan and document delivery in North American health sciences libraries during the early months of the COVID-19 pandemic

Teaching in the digital library: A partnership between teaching librarians and digital library staff

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