Is the library open? How the pandemic has changed the provision of virtual reference services

Abstract

PurposeThe purpose of this paper is to investigate the impact of the pandemic on the questions received via chat reference at a Canadian university library.Design/methodology/approachA qualitative analysis using coding of chat transcripts and a quantitative analysis of the length of chat interactions were used in this study.FindingsThe author determined that the types of questions received changed slightly during the pandemic due to the new library services offered. The complexity level of questions did not change significantly nor did the presence of instruction. The length of individual chat interactions and the total amount of time spent on chat increased, most likely due to the extended hours of the service and the number of patron questions present in one interaction.Originality/valueThis is the first study to investigate the potential impact of the pandemic on virtual reference services at a university library. The findings could lead to practical implications for libraries who need to close their in-person reference desk or need to respond to building closures.