Technology-driven Service Innovation in University Libraries

Kim, Youn Sung; Bae, Kyung Mi; Kim, Seo Young; Park, Min Seo

doi:10.1109/snpdwinter52325.2021.00048

Cited by 2 publications

(1 citation statement)

References 16 publications

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“…Libraries have been prompted to revise their architectures and service delivery models to cope with the unprecedented problems brought by Covid-19 (Atkinson, 2021). The new normality ushered by the pandemic entailed a redesign of libraries' spaces and contexts: it fostered their transition towards a cyber-physical environment (Vassilakaki and Moniarou-Papaconstantinou, 2021), stimulating the introduction of technology-driven innovations (Kim et al, 2021) and web-based platforms to host user-provider exchanges (Henson and Spitler, 2022). This transition is fully consistent with the special issues generated by the pandemic, enabling people to remotely access libraries (Nageswari and Thanuskodi, 2021) in order to satisfy their information needs (Ali et al, 2021).…”

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confidence: 99%

Thriving in the post-Covid-19 era: a new normality for libraries' service offering

Palumbo

2022

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PurposeSocial distancing and physical closure triggered by the Covid-19 pandemic put the libraries' viability under stress. Although the spread of the pandemic enacted a new normality for library management, little is known about the ingredients that are needed in the recipe for increased libraries' attractiveness. The article addresses the current gap in the scientific knowledge, unveiling what libraries can do to thrive in the post-Covid-19 era.Design/methodology/approachSecondary data were collected from the census study accomplished in 2020 by the Italian Institute of Statistics on a large sample (n = 3,531) of libraries operating across Italy. Three regression models were run to obtain evidence of the factors affecting the capability of small-, medium- and large-sized libraries to attract users amidst the Covid-19 pandemic.FindingsDigitization did not significantly add to the attractiveness of libraries. Users appreciated the enrichment of loan services: more specifically, enabling people to access loan services online boosted the libraries' attractiveness. Furthermore, virtual reading groups, online laboratories and social networking improved the libraries' ability to attract users. Medium-sized libraries involved in literacy promotion reported a larger number of users.Practical implicationsLibraries should reframe their encounter with the audience sticking to a cyber-physical perspective, exploiting digital tools to establish a continuous exchange with users and engage them in a service experience which is aimed at individual and collective empowerment.Originality/valueThe article advances the understanding of the new normality heralded by the Covid-19 pandemic. Moreover, it illuminates avenues for further development to shed light on the libraries' ability to thrive in the post-pandemic era.

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confidence: 99%

Thriving in the post-Covid-19 era: a new normality for libraries' service offering

Palumbo

2022

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Manabat

Arystanova

Ussenova

et al. 2023

Advances in Library and Information Science

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The upsurge of the COVID-19 pandemic has drastically changed the delivery of library services. With the physical closure of library doors, libraries were forced to provide expanded and strengthened access to library collections. This study aims to document the curbside book delivery service of Nazarbayev University Library during the pandemic specifically from Fall 2020 to Fall 2021. The study revealed that the patrons found the delivery service effective, especially during the pandemic. Despite the challenge of having a limited number of staff to work, the library personnel found themselves untiringly serving the patrons and were considered as front liners who provide the service despite the harm of getting infected with the virus. Although no one would hope to have another crisis, the library has proven itself as flexible as it can be and can go the extra mile in response to the changing needs of the time.

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Technology-driven Service Innovation in University Libraries

Cited by 2 publications

References 16 publications

Thriving in the post-Covid-19 era: a new normality for libraries' service offering

Thriving in the post-Covid-19 era: a new normality for libraries' service offering

Keeping Close From a Distance

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