NASIG 2021 has ended
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Back To Schedule
Friday, May 21 • 7:00pm - 8:00pm
What Do You Do When the Library is Closed? Measuring User Satisfaction with Library Collections & Services during COVID-19

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Like many academic libraries, the University of Colorado Boulder Libraries quickly shifted its services to support remote learning, instruction, and research in response to COVID-19. In March 2020, the University Libraries, which includes a main library and four branch locations, closed to the public and fully transitioned its services such as reference and research support to an online environment, and pivoted collection development to primarily acquire e-resources. In addition, the libraries invested in streaming videos, acquired several new eBook packages, and took advantage of offers from vendors for extended trials or complimentary access to electronic resources.

Several key services were discontinued or modified; physical stacks in all library locations were closed, and access to materials and study spaces were limited to seat reservations and contactless pickup, and print course reserves were suspended. Additionally, the pandemic limited the Libraries’ ability to borrow, lend, purchase, and catalog physical materials, and the economic fallout led to budget cuts that resulted in resource cancellations.
This was a dramatic change in operations that altered the way faculty and students interacted with the Libraries and we wanted to understand how these changes impacted our users. This session will present findings from a survey of library users designed to measure user expectations and satisfaction in three main areas: 1) use of physical library spaces & materials, 2) access to and use of e-resources, 3) modified library services like contactless pickup and course reserves. The research objective is to understand user expectations of academic library services during the pandemic and how recent adjustments to library services & collections affected user satisfaction.
These findings, along with supplemental data from usage statistics and feedback forms, will be used to identify library services that are essential for learning, research, and instruction and prioritize library services that best meet user expectations for next academic year.

avatar for Arthur Aguilera

Arthur Aguilera

Collection Analyst Librarian, University of Colorado Boulder
avatar for Gabrielle Wiersma

Gabrielle Wiersma

Director of Collection Managemen, University of Colorado

Friday May 21, 2021 7:00pm - 8:00pm EDT
On Demand (pre-recorded)