The COVID-19 pandemic impacted libraries tremendously and changed the way services were offered to patrons. Dahlgren Memorial Library was no exception and the library strived to find ways to keep their student assistants employed. This article will discuss how the library trained its student assistants to cover the chat system and work on projects…

This article presents the University of South Florida's Virtual Book Club, created and continually improved during a time of social isolation (COVID-19 pandemic). Implementation steps taken are discussed, presenting practical considerations to others who may wish to replicate this program. Additionally, this article explores findings from a…

This multimethod study investigates differences in question complexity and type between live chat, email, and texting by comparing findings from user interviews and virtual reference transcripts, with the goal of better understanding how different delivery methods can meet user needs in the context of an academic library. Findings reveal…

Offering students synchronous research and reference help can be a challenge for libraries that offer services at a distance. Virtual office hours can be a means of overcoming this challenge, allowing patrons the opportunity to seek timely point-of-need assistance. The author implemented a librarian-led virtual office hours pilot project at her…

As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program.…

To better understand, articulate, and improve the academic library's impact on online populations, this two-phase mixed-method study examines library communication with online students and faculty. In phase I, online focus group participants responded to vignettes illustrating library communication scenarios. Results from phase I informed the…

Student workers are a well-established component of academic library operations. Recently, their traditional role has expanded to include responsibilities that were previously assigned to librarians, including in-person and virtual reference support. This trend has raised concerns about service quality and highlighted the importance of adequate…

Autism Spectrum Disorder (ASD) has steadily increased in prevalence in recent years, with a current estimate of 1 in every 68 children eligible for such a diagnosis. Prevalence within the general population is reflected in the growing number of college and university students with ASD, with more students registering for services than ever before;…

At the beginning of each school year, the Languages and Humanities Division at Chandler-Gilbert Community College (CGCC) meets to discuss first-year composition matters. Faculty leave the workshop renewed by the collaboration and buoyed by the promise and potential of a new semester. Yet, when classes actually begin, faculty may find that they are…

In this article, the author talks about Twitter, a micro-blogging Web site, and how librarians can use Twitter to interact with students and to monitor actual usage of library services. He shares what he has learned from twittering with library users. He learned that Twitter expands the reach of research assistance. With students using the social…