Purpose At an academic digital library of a graduate business school in Berlin, Germany, the librarian reflects on the “new normal” following the onset of the COVID-19 pandemic, with its increased faculty and student engagement with digital resources and heightened awareness of and activity in diversity, equity and inclusion (DEI) initiatives. Design/methodology/approach This paper details the concepts and practices of an academic library that is a center for information resources and services, as well as a contact point for DEI advocacy and student conflict mediation. The librarian is the only information professional at the school, and this is a reflective essay written from her perspective. Findings This case study suggests that a librarian cross-trained as a conflict mediator or coach can offer both information literacy and support services to further the development of an inclusive campus environment. Educators in both roles build students’ competence and confidence, focus on their achievements and progress and contribute to their sense of belonging. Combining these activities in a central institution builds on the strengths of both disciplines and is consistent with inclusion as a core principle of librarianship. Originality/value The findings will be useful for librarians wishing to expand their existing mandate to provide inclusive information access and services to include DEI initiatives.