Purpose: The purpose of this study is to investigate the evolving ways library users engaged with services and resources and how library services adapted to meet their needs, in order to improve practice post-pandemic. Design/methodology/approach: During Fall 2020 and Spring 2021, nine studies were conducted which examined the usage of space, services and resources; and employee and student perspectives. Findings from these studies were synthesized for this investigation through a process of qualitative meta-synthesis. Findings: The themes from this meta-synthesis point to an ongoing need for streamlining services and processes, to improve efficiency as well as enable the Libraries to be prepared for the next crisis. Originality/value: While change takes time for large organizations, the existence of system-wide processes and services enabled library employees to continue assisting users across all Penn State campuses, demonstrating that the University Libraries could be considered a model for the “One Penn State” vision that the university strives to achieve by 2025.
All Science Journal Classification (ASJC) codes
- Library and Information Sciences