Reimagining Library Services in the Era of COVID-19, Part One

On a bright Wednesday morning in March, Service Experience Specialist Devon Peralta greets Service Experience Manager Margaret Samson as he walks into the Guest Services area of UTA Libraries. They exchange the usual pleasantries: a wave and a smile, good morning, how are you.

But there is something different about this moment—something a little distant. 

That’s because the friendly co-workers, who have known each other for eight years, must now communicate from at least six feet apart per the social distancing guidelines from the Centers for Disease Control (CDC). The guidelines hope to quell the spread of a deadly coronavirus known as COVID-19, which has infected more than 930,000 and killed 46,000 around the world (as of this writing).

The guidelines haven’t just impacted social situations like good morning exchanges with the boss—UTA Libraries recently announced that it would close Central Library to all but laptop lending beginning March 24, moving instead to 24/7 virtual services for research, reference, and additional assistance for students and faculty.

The uncertainty of the outside world hasn’t infiltrated the Libraries commitment to service, though, according to Peralta.

“We have continued to offer the extraordinary customer experience that our users have come to expect from UTA Libraries,” Peralta said. “We are just now having to be more flexible since we will do much more of the supporting and helping with resources online versus in-person.”

Peralta spoke highly of Libraries staff, particularly of their use of technology to maintain services during the transition to online classes.

“I have seen all staff members show great flexibility and passion to work together via Teams to train staff and communicate with each other and our users to continue to provide extraordinary services during this time when many are unsure about the current situation on campus and their community,” Peralta said.

Samson emphasized the need to provide students with laptop lending in this crucial point of the semester—especially with the move to online learning.

“Many of our students do not have the technologies available to them to be able to be successful in a fully online environment,” Samson said. “Those who are scheduled to graduate this semester especially need our support so that they can complete their degrees.”

For Peralta, reimagining library services in the face of a pandemic is more than a job.

“It is our responsibility and honor to be that life-saving hand and connection point for our users,” Peralta said. “There is a lot of unknown for these users about how long this will last and how bad it will get, but they do know that UTA Libraries cares and is invested in them and their success.”

Read part two. || Read part three.