The effect of Coronavirus disease 2019 on the provision of library services at the University of KwaZulu-Natal Pietermaritzburg Campus: a library staff perspective.

Abstract

This study investigated the effect of the Coronavirus disease 2019 (COVID-19) on the provision of services at the University of KwaZulu-Natal (UKZN) Pietermaritzburg (PMB) campus libraries according to the perspective of the libraries’ staff members. The study is of significance to both UKZN Library staff and other academic librarians in terms of highlighting the challenges faced in the provision of library services during the COVID-19 pandemic. It is anticipated that the study outcomes and the lessons learned will be of benefit to academic libraries and researchers can use the outcomes to inform future projects of this nature. The study adopted the “Five Laws of Library Science” proposed by SR Ranganathan in 1931 as its theoretical framework. The Laws are considered a foundation for the world of library and information science and their applicability in this, the digital era, persists. The study adopted a qualitative research approach, using a semi-structured interview schedule through Microsoft (MS)Teams meetings and telephone calls (which were recorded) to collect data. Of the 14 library staff who were sampled to participate in the study, only seven participated in the interviews, yielding a response rate of 50%. The results and discussion were organised thematically based on key variables derived from the theoretical framework and research questions. Findings indicated that moving services online was the most significant change encountered at the UKZN PMB campus libraries. Although the extent to which COVID-19 affected the provision of library services was difficult to determine, its effect was both positive and negative. The positive effect was the aggressive purchase of e-books and marketing of the “My Library Account” where students could request items online and remotely. The negative effect was that students who were computer illiterate missed training and were thus unable to take advantage of information being delivered online. One of the mechanisms made available in the library for the continual provision of library services included the creation of a generic email so users could request resources at any time. Based on the findings, the study recommends that the UKZN PMB campus libraries should undertake more user studies to explore how users feel about online services generally and what suggestions they have for the library to improve such services. Where possible, students who had experience of the services provided during the pandemic should be targeted. It is also recommended that the library should create more self-help videos on how to access and use library resources in terms of off-campus access and troubleshooting.