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University of Nebraska - Lincoln University of Nebraska - Lincoln
DigitalCommons@University of Nebraska - Lincoln DigitalCommons@University of Nebraska - Lincoln
Library Philosophy and Practice (e-journal) Libraries at University of Nebraska-Lincoln
Winter 10-1-2020
Library and Information Services Move Quickly Online in the Library and Information Services Move Quickly Online in the
COVID-19 Pandemics: A Mixed-Method Approach COVID-19 Pandemics: A Mixed-Method Approach
Naimat Ullah Shah Mr.
Islamia University, Bahawalpur
, naimat784@gmail.com
Salman Bin Naeem Dr.
Islamia University, Bahawalpur
, salmanbaluch@gmail.com
Rubina Bhatti Prof.
Islamia University, Bahawalpur
, dr.rubytariq@gmail.com
Follow this and additional works at: https://digitalcommons.unl.edu/libphilprac
Part of the Library and Information Science Commons
Shah, Naimat Ullah Mr.; Naeem, Salman Bin Dr.; and Bhatti, Rubina Prof., "Library and Information Services
Move Quickly Online in the COVID-19 Pandemics: A Mixed-Method Approach" (2020).
Library Philosophy
and Practice (e-journal)
. 4302.
https://digitalcommons.unl.edu/libphilprac/4302
Library and Information Services Move Quickly Online in the COVID-19 Pandemics: A
Mixed-Method Approach
By
Naimat Ullah Shah
Ph.D. Scholar,
Department of Library and Information Sciences,
The Islamia University of Bahawalpur, Pakistan
Corresponding author email: naimat784@gmail.com
Dr. Salman Bin Naeem
Assistant Professor,
Department of Library and Information Sciences,
The Islamia University of Bahawalpur, Pakistan
Prof. Dr. Rubina Bhatti
Chairperson,
Department of Library and Information Sciences,
The Islamia University of Bahawalpur, Pakistan
Abstract
Information professionals such as librarians are rapidly moving to streamline the resources and services related
to Covid-19 for healthcare professionals and the general public through online and virtual services. The study
attempts to assess library and information services delivery status and the role of librarians in service delivery
during the COVID-19 pandemic. We adopted an embedded approach of mixed-method design to conduct the
study. We assessed the academic libraries' websites of the top five affected countries by a coronavirus to
determine the ways of service delivery and evaluate the role of LIS professionals towards library & information
service delivery in the COVID-19 scenario. Libraries may assume a significant job responsibility in giving
trustworthy services in the Covid-19 pandemics. The results concluded that due to lock-down, librarians are
following work from home policy and providing their services through online and virtual ways.
Keywords: Web content analysis, Online services, Virtual services, Information services, Covid-19,
Introduction
In December 2019, a progression of pneumonia instances of unclear reason developed in Wuhan, Hubei,
China, with clinical introductions enormously taking after viral pneumonia. In-depth sequencing examination
from lower respiratory tract tests showed a novel coronavirus named 2019 novel coronavirus Covid-19 (Huang
et al., 2020).
As researchers in several studies worldwide are work together in a "war" against an unseen foe. In what
capacity can social science researchers add their contributions to this worldwide exertion? While social science
researchers probably won't have the option to settle the emergency straightforwardly. We accept that we can
give information and bits of knowledge that may be useful in the battle against COVID-19 and future
pandemics (Ågerfalk et al., 2020).
Libraries may assume a significant job responsibility in giving trustworthy services in this COVID-19
pandemics, utilizing their social event qualities, assessing, and curating information for the general society
(Wang and Lund, 2020). Apprenticeship ideas were received while structuring and executing the preparation of
the workshops. We began with full guidelines on the best way to utilize "zoom cloud" through video and a
specialized instructional course before the seminar (Eltayar et al., 2020).
The advancement lies with contributing different organizations to share their assets to help the learning
and teaching process. Taking accessible survey assets and inhabitant needs, chose an open online ground, and
arrange the educational program. Moderators are advised to engage in online activities before their talk (Zuo et
al., 2020).
The findings of the study state that online learning usually affects the student's studies. The details
indicated that over 67% of the respondents feel that their classes are highly affected by closing institutions,
Schools, Colleges, and Universities (Tanveer et al., 2020).
Rethinking how we can make resources accessible when doors are closed, it is necessary to evaluate the
libraries' services in the crises. This research is the first study of its nature to assess the services provided by
academic libraries in the top five effected countries by COVID-19 through the embedded design of the mixed-
method approach.
Objectives of the Study
Following are the objectives of the study;
1. To explore the current status of library & information services delivery in the COVID-19 crises.
2. To assess the role of librarians in service delivery during the COVID-19 pandemic.
Methodology
The study is based on a mixed-method design. We adopted an embedded approach to conducting this study.
Purposive sampling techniques were used to select library websites based on the top five affected countries by
COVID-19 during the first five months of the virus's emergence. We identified these countries using the world
health organization (WHO) statistical report No:80 (Organization, 2020). According to the WHO report, the
most affected country in the United States of America, 395,030 cases are reported, followed by Spain with
146,690 patients, Italy with 139,422 patients, Germany, and China, respectively (Figure-1).
Figure-1: Most affected countries by COVID-19
Google search was used to select the most visited library websites of the five chosen countries (Figure 2).
"Google crawled out the keywords from millions of webpages and showed the massive traffic based results on
the top" (Jacobson, 2015). The top five visited academic library websites from each country were selected on
traffic-based, most visited web pages. We assessed twenty-five library websites to identify the fundamental
ways to deliver academic libraries' resources and services during the lock-down. Choosing libraries from the
five most affected countries as a sample was because of the strict implementation of lock-down and social
distancing in these countries.
In the first part, we critically assessed the web contents of recruited websites in a sample using a web
content analysis technique, the leading and primary component of this study. Webometrics has likewise been
presented. It is "the investigation of online web contents with quantitative strategies for social science studies to
utilize systems that are not specific to a single subject study" (Thelwall, 2009).
In the second part, the data from information professionals were collected through the open-ended
questions. We approached participating information professionals through social media accounts such as
Twitter handle and Facebook IDs. To determine the role of informational professionals towards library services
delivery in the COVID-19 lock-down. A total of thirty-six information professionals from school, university,
medical colleges, and hospital libraries participated in a survey.
The inferences were drawn through basic themes which are collected and assessed from the opinions of
the respondents.
Figure-2: Mixed Method Embedded Design
Results and Discussion
The first part of the study provides the results based on web content analysis of twenty-five library websites
from the top five effected countries by the coronavirus. The top five visited academic library websites from
each country were selected on traffic-based, most visited web pages (Figure-3). The first part attempted to
identify the types of services being offered by the libraries.
Figure-3: Traffic Based Google Search Results
Status of library services delivery in the Covid-19
Webometrics Approach
(Web Contents Analysis)
Interpretation
Qualitative Approach
Through open ended questions drop
out on Social Media Sites
We found that eighteen (72%) of the libraries had updated web pages regarding the provision of
information services and resources related to COVID-19. However, seven (28%) libraries' web pages were not
updated. In that case, we collected data for this study from the websites of the parent institution of such
libraries.
The findings show in (Table-I) that academic libraries' websites were the frequently visited websites for
information seeking about COVID-19 than to any other type of libraries' websites, e.g., medical libraries or
hospital libraries. The US- Rutgers university library website was the most visited library website in the US.
The website of Saint Louis University library was the most visited library website in Spain. The Tor Vergata
University library of Rome, Italy. The Stuttgart University library website in Germany and Duke Kunshan
University Library of China was also among the most visited library websites.
Table: I
List of Country Wise Academic Library websites
Country
Name
Name of library
Type of
library
Website
United
States of
America
Rutgers
University
University
Library
https://www.libraries.rutgers.edu/covid-19
Smith
College
College
Library
https://libraries.smith.edu/library-services-during-
covid-19
Ohio State
University
University
Library
https://library.osu.edu/COVID19
Loyola University
Chicago's,
University
Library
http://libraries.luc.edu/continuity
University of
Washington
University
Library
https://www.lib.washington.edu/coronavirus/corona
virus
Spain
Saint Louis
University Madrid
University
Library
https://www.slu.edu/madrid/news/2020/coronavirus
-update.php
Salamanca
University
University
Library
https://www.salamanca-university.org/
University of Las
Palmas de Gran
Canaria
University
Library
http://www.english.ulpgc.es/servicios/university-
library
Universitat
Politècnica de
Catalunya ·
Barcelona
University
Library
https://bibliotecnica.upc.edu/biblioteques-durant-
crisi-covid-19
IE University
University
Library
https://library.ie.edu/en/Home
Tor Vergata
University of
Rome
University
Library
https://en.uniroma2.it/news/coronavirus-update-4-
library-closing/
University of
Macerata
University
Library
https://www.unimc.it/en/the-university/whats-to-
know-about-coronavirus-2019-ncov?set_language=en
Ca Foscari
University
https://www.unive.it/pag/40453
Italy
University of
Venice
Library
Università di
Bologna
University
Library
https://www.unibo.it/en/campus-
ravenna/libraries/coronavirus-libraries-are-closed
The Polytechnic
University of
Milan
University
Library
https://www.biblio.polimi.it/en/locations-and-
times/bbc-library
Germany
Stuttgart
University
University
Library
https://www.ub.uni-
stuttgart.de/bibliotheksschliessung/index.en.html
University of
Passau
University
Library
https://www.ub.uni-passau.de/en/
Goethe University
Frankfurt
University
Library
https://www.ub.uni-frankfurt.de/corona/
The University of
Freiburg
University
Library
https://www.ub.uni-freiburg.de/en/research/digital-
library/additional-resources-corona/
Philipps
University
Marburg
University
Library
https://www.uni-
marburg.de/de/ub/aktuelles/nachrichten/sars-cov-2-
02
China
Duke Kunshan
University
University
Library
https://dukekunshan.edu.cn/en/academics/library/n
ews/dku-library-service-updates
Xi’an Jiaotong-
Liverpool
University
University
Library
https://lib.xjtlu.edu.cn/
University of
Nottingham
Ningbo China
University
Library
https://www.nottingham.edu.cn/en/library/index.asp
x
The University of
Shanghai for
Science and
Technology
University
Library
http://enlib.usst.edu.cn/
Bohai University
of China
University
Library
http://210.47.176.3/page/depart/tsg/index.asp
Regular / Physical Services
The findings indicate that academic libraries in the United States do not provide traditional physical
services during COVID-19 pandemics. However, we found that just one library, "IE University Spain," offers
conventional or physical services during COVID-19 epidemics using social distancing and adopting safety
measures. However, we did not find any instructions about the book quarantine on that library webpage.
University libraries in Italy are also not providing traditional or physical services during COVID-19 pandemics
(Table II).
Two libraries webpages of Goethe University Frankfurt Germany, and Philipps University Marburg
Germany, mentioned that they are reopening the libraries and starting traditional operations in their libraries.
Two Chinese university libraries: the University of Nottingham Ningbo China, and the University of Shanghai
for Science and Technology, provided traditional and physical services during COVID-19 pandemics. However,
their library pages do not indicate any safety measures and book quarantine services. Just Philipps University
Marburg, Germany mentioned book quarantine service for twenty-four hours at dropbox.
Table: II
Traditional / Physical Services in academic libraries during COVID-19 pandemics
Regular Services
USA
Spain
Italy
Germany
China
Physically library visit
0 %
20%
0 %
40%
60%
Reference Services
0 %
20%
0 %
40%
60%
Circulation services
0 %
20%
0 %
40%
60%
Current awareness
services
0 %
20%
0 %
40%
60%
Citation Management
0 %
20%
0 %
40%
40%
Research Guides
0 %
20%
0 %
40%
40%
Book Quarantine
0 %
0 %
0 %
20%
0 %
Printing
0 %
20%
0 %
40%
40%
Social Distance and
other safety Measures
0 %
20%
0 %
40%
0 %
Note: Each library service = 20%
Online and Virtual Services
A checklist of 22 items-online and virtual library & information services was compiled with the help of
literature. The checklist is used for the content analysis of the websites. In our cohort, we found that the US
implemented lock-down strictly in their academic institutions. We discovered that The Rutgers University
library was providing all the 22 services given in Table 3. We found that the other four libraries in the US were
not providing the services such as 'E-Newspapers, new digital contents, virtual training, and workshops, w-
manuscripts collection.' However, they offered all other online and virtual services in the checklist (Table- III).
All five Spanish university libraries provide online and virtual services, excluding "e manuscripts
collection, knowledge bank and online publishing services and physical to electronic conversion." Just one of
the Spanish university libraries provides services such as "e-newspapers, new digital contents, virtual training
and workshops and library support for remote teaching." Italian university libraries also offer online and virtual
services, excluding 'virtual training and workshops, online tutorials, and e-manuscripts collection.' Just one of
the Italian library webpage mentioned that they provide 'new digital contents, teaching and learning IT tools, in-
depth counseling via online meeting applications, knowledge bank, and online publishing services' in the
COVID-19 lock-down. We also found that university libraries in Germany and China also continued providing
online and virtual services during the crises. Libraries in Germany did not mention on their websites about
providing "online research guides, virtual training, and workshops, in-depth counseling via online meeting
applications, and e-manuscripts collection." Chinese university libraries' websites did not mention the services
regarding 'e-manuscripts collection, knowledge bank, and online publishing services. However, just one of the
Chinese library websites found providing "virtual training and workshops, virtual research help, library support
for remote teaching and in-depth counseling via online meeting applications'.
Table: III
Online and Virtual Services in academic libraries during COVID-19 pandemics
Online Services
USA
Spain
Italy
Germany
China
E- Books
100%
100%
100%
100%
100%
E- Articles
100%
100%
100%
100%
100%
E- Thesis and
Dissertations
100%
100%
100%
100%
100%
E- News Papers
20%
20%
40%
80%
80%
OPAC
100%
100%
100%
100%
100%
Online Book Renewal
100%
80%
60%
80%
80%
Ask a Librarian Meet
Remotely
100%
100%
100%
100%
100%
New digital contents
20%
20%
20%
40%
20%
Online Library
instruction
100%
60%
60%
80%
60%
Online Research guides
80%
60%
80%
0 %
80%
Virtual Trainings and
Workshops
20%
20%
0 %
0 %
20%
VPN service
100%
80%
80%
100%
80%
Online chat service
80 %
60%
60%
60%
60%
Tutorials
40%
60%
0 %
60%
60%
Teaching and learning
IT tools
100%
60%
20%
20%
40%
Virtual research help
100%
60%
80%
20%
20%
Library support for
remote teaching
100%
20%
40%
20%
20%
In-depth counseling via
online meeting
applications
80%
40%
20%
0 %
20%
E manuscripts collection
20%
0 %
0 %
0 %
0 %
Knowledge Bank and
online Publishing
Services
40%
0 %
20%
20%
0 %
Physical to Electronic
conversion
60%
0 %
40%
60%
60%
Due date extension due
to lockdown
100%
100%
100%
80%
40%
Note: Each library service = 20%
Role of librarians in the service delivery during the COVID-19 pandemic
The respondents were asked a question about "what is the role of LIS professionals towards library
services in COVID-19 pandemics". The findings indicate that most information professionals in academic
libraries are providing online services to faculty and students. They are doing their work from home. "Ask a
librarian" facility is also provided. They are doing this with live, virtual, face-to-face programming, and through
tutorials or recorded programming. One of the respondents answered that their university staff, including the
library, are considered their essential duty to provide the library & information services in these panic
situations. They are scanning items & lots of virtual reference appointments. One of the respondents said that
they provide reference service telephonically, helping patrons with e-books and other reliable information
resources. A respondent answered that they create library lessons for the upper grades and curate in Google
drive. These content will be uploaded on their university website and it will help library patrons be aware of
library and information sources virtually. Another librarian mentioned that he has the responsibility of
managing and running social media for updating library patrons about the COVID-19 during the pandemic. In
our cohort, four respondents were school librarians. They indicated that they provide live reference support to
answer questions when parents or students cannot find the resources they need to complete a work project.
School librarians have put together online resources for free and reduced e-books, put together resources for
staff, participated in the play performance- Google meets.
However, the LIS professionals from the medical side answered differently than academic or school
librarians. They were providing regular traditional and physical services using personal protection equipment
(PPE). They were also observing strict restrictions on talking with each other, making the distance from each
other's, wearing masks and glows, sanitizing, and handwashing. They were serving the faculty, clinicians,
students, and researchers regularly without any break during the pandemic. One of the respondents indicated
that they are swamped in preparing guides, gathering resources, and providing healthcare professionals services.
They have developed a COVID-19 lib-guide (http://guides.lib.uchicago.edu/covid19). Another medical librarian
answered that their library team offers traditional and online services to hospitals and medical college staff and
gathering help to loan a3d printers to a group for making PPE for frontline healthcare workers.
Conclusion
The study results conclude that traditional/ physical library and information services were suspended in
the lock-down situation other than the libraries of medical or hospital. However, librarians were providing
online resources and virtual services to their users, particularly relating to COVID-19.
Implication for Practice
• There is a need to continuously adapt to the situation and information dissemination in whatever ways
patrons need it.
• Librarians should provide virtual reference services in the future after this panic era.
• Libraries should update their websites, and digital libraries regularly stay in contact with their patrons
and to provide them with the latest and reliable information resources.
• Libraries should also update their websites about national decisions towards Covid-19 pandemics and
lock-down situation.
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Huang C, Wang Y, Li X, et al. (2020) Clinical features of patients infected with 2019 novel coronavirus in
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Jacobson M. (2015) How Far Down the Search Engine Results Page Will Most People Go? Available at:
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