Poster presentation at the 2024 ALA (American Library Association) Annual Conference and Exhibition, San Diego, CA, June 27-July 2, 2024

Abstract: The COVID-19 pandemic has significantly impacted the academic sector, resulting in campus closures and forcing academic libraries to make service adjustments to ensure that students and instructors continue learning and teaching without disruption. As the pandemic subsided, campuses reopened, and students returned to school. Reference services continued to provide uninterrupted services throughout the pandemic. This study aims to present how patrons use reference services during the pandemic. Specifically, what types of questions users asked before, during, and after the COVID-19 pandemic to determine if there were any changes in their inquiry patterns? Inquires from the Online Chat database (LibAnswer) between fall semesters 2020 and 2023 will be analyzed to categorize the types of questions. The analysis will also encompass the reference inquiries' attributes, such as the duration of the transaction and its outcomes, to provide in-depth information about the nature of the reference question. Specifically, the studies aim to

1. Analyze the types of questions patrons pose in online reference services during the COVID-19 pandemic and assess whether there are significant changes in inquiry patterns compared to the periods before and after.
2. Examine the attributes of reference inquiries, including transaction duration and outcomes, to gain insights into the nature and effectiveness of online reference services in responding to users' information needs.

The findings of this study will inform libraries on developing strategies to better address patrons' information needs in a post-pandemic landscape and to prepare for potential future disruptions by adopting innovative tools and approaches.

Learning Objectives:

• Analyze the types of questions patrons pose in LibAnswer during the COVID-19 pandemic and assess whether there are significant changes in inquiry patterns compared to the periods before and after
• Examine the attributes of reference inquiries, including transaction duration and outcomes, to gain insights into the nature and effectiveness of online reference services in responding to users' information needs.
• Formulate informed strategies for academic libraries to address students' evolving information needs in a post-pandemic landscape, drawing on the findings to guide the development of innovative tools for future disruptions.