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

Abstract

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

Communicating shared situational awareness in times of chaos: Social media and theCOVID‐19 pandemic

“…Short‐term imposts on behavior included staying at home, social distancing, and wearing masks in public. Long‐term or permanent impacts such as Twitter's Permanent Remote‐Work Policy (Forbes, 2020) are known, but the effect of other policies, such as remote learning by millions of students globally, are largely unknown (Radford et al, 2022; Reynolds et al, 2022).…”