This document discusses changes to reference services at libraries during the COVID-19 pandemic and possibilities for the future. It outlines how FIU adapted its reference model during the pandemic by increasing online services like chat and implementing new technologies like Alexa, APIs, and online courses. The pandemic accelerated a shift to emphasizing e-resources and testing new service models using technologies. Moving forward, libraries will need to determine which new services to maintain and how technology can help maximize access within resource limits.

1. Re-Thinking Online Reference:
Providing Services and
Resources to Students During
COVID-19…and BEYOND
Elana D. Karshmer, PhD, MA (LIS)
Head, Information & Research Services
Florida International University | Green Library

2. Introduction:
The
Changing
Reference
Services
Model
• Pre-2021
• Prescriptive > Suggestive
• Move from telling to discussing
• F2F > Remote
• Move from in-person to meeting students where they are
• Static > Roving
• Move from permanent desk to multiple service points
• Technophobia > Technophilia
• Move from avoiding technologies to embracing useful strategies
• Reactive > Proactive
• Move from adjusting to change to anticipating change AND
preferences

3. Pre-
Pandemic
Changes at
FIU
• Increased Online Services
• Chat over F2F
• Anecdotal and Statistical
• Student Preference
• Faculty Preference: F2F
• Text
• Response to SmartPhone usage
• Chat programs include text feature (SpringShare,
etc.)

4. Additional
Changes
• Leveraging Existing Staff
• Roving Reference
• On-the-Spot, Immediate help
• Meet users where they are
• Increases confidence, rapport
• On-Call Reference
• Immediate assistance
• Allows for multi-tasking
• Can be done via phone/online
• Tested reference infrastructure for pandemic

5. Criticisms
• Minimizes role of librarian?
• Rapport, relationship formation
• No 1-1 duplication of services in online
environment?
• Technologies come close, but not the same
• Librarian becomes disconnected
voice/avatar?
• Service position as opposed to educator?
• BUT…what is the alternative????
• Had to be done during COVID-19
• Hard to go back

6. Adapting to
the
Pandemic:
Providing
On-the-Spot
Services
• FIU’s Response
• Minimized F2F reference service
• Increased chat hours
• Asynchronous options
• Created additional FAQs
• Daily Updates on Website
• Tickets through SpringShare
• Zoom Reference
• One-on-One Sessions
• Zoom instructions
• Recorded for future use
• Slack Reference
• Librarians embedded in Slack channel
• Immediate response to questions
• Open to classmates as well

7. Focus on E-
Materials*
• Emphasis on e-collection development when
possible
• Prioritize use of Digital and E-collections
• Use of HathiTrust materials
• Advertise resource
• Explain content/procedures/limitations
• Create process for accessing print materials
when e-version not available

8. Consequences
of New Focus
• E-Materials
• Students expect immediate, 24/7 access to e-
materials
• Faculty expect immediate access to e-material
purchases
• HathiTrust
• Authentication issues for SUS
• Access problems
• Frustrated users
• Restrictions on print material use
• Databases
• Vendors suspect fraud
• Limits on use
• Burden on some departments

9. The New
Normal:
Leveraging
Technology to
Minimize Risk
and Maximize
Service
• Identify new technologies and potential for
use in library setting
• Consider technologies’ burden on systems
librarian and dept.
• Implement technologies with best chance of
success
• Provide highest level of service
• Require least amount of ongoing support
• Easiest to use by groups served
• Offer services comparable to what is being
replaced

10. Technologies
Considered
• Amazon Alexa
• Programmed to answer basic reference
questions
• Intents: If/Then Scripts
• Entities: Thesaurus/Associated Term Entries
• Knowledgebases: Files using CSV or HTML info
• Can be placed at multiple service points
• Interface familiar to most users
• FIU’s version: Deco
• Specific to FIU’s Green Library & Hubert Library

11. Technologies,
continued…
• APIs (Application Programming Interfaces)
• Can be created to communicate information updates
between devices
• Ex: API updates library hours on website each day
based on master calendar
• Users get info once API is created; no expertise
necessary to use
• Expertise necessary to create
• Online Courses (with/without Badging)
• Asynchronous learning opportunities
• University already has support/designers in place
• Virtual Reference Rooms
• Synchronous, chances to interact, ask questions

12. More
Technologies
…
• Google Voice
• Enables phone contact without compromising
personal data
• Social Media
• Push information, announcements, maintain
relationships
• AI (Artificial Intelligence)
• Leverages new technologies
• Appeals to technophiles
• Takes advantage of opportunities to interact at a
distance

13. Other
Service
Options
• Collaborations with Different Departments
• I&RS/Access Services
• Address issues as necessary
• I&RS/Digital Collections
• Access to various collections
• I&RS/Facilities
• Online Reservation Systems
• I&RS/Writing Center
• WC queue on chat

14. Group
Discussion
• Discuss technologies/approaches presented
• Which ones would be easiest to implement?
• Which ones would be hardest to implement?
• Why????
• Do you have any suggestions that might
make implementation easier?
• For your own library/institution
• For other libraries/institutions

15. Finishing
Up…
• COVID-19: opportunity to re-think services
• Pandemic WILL end: what then?
• Which services will we keep?
• Which are reactions to COVID-19 situation?
• What have we learned?
• Does this change reference in a fundamental
way?
• Other Questions/Comments?

16. Thank You!
• Elana Karshmer, PhD, MA (LIS)
Head, Information & Research Services
Florida International University
Green Library
11200 SW 8th St
Miami, FL 33199
ekarshme@fiu.edu
813.928.6780 cell
305.348.8030 office