The provision of patron services in Chinese academic libraries
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The provision of patron services in patron
Provision of
services
Chinese academic libraries
responding to the
COVID-19 pandemic
Yajun Guo, Zinan Yang and Zhishun Yang Received 21 April 2020
Revised 8 June 2020
School of Information Management, Zhengzhou University of Aeronautics, 27 June 2020
Zhengzhou, China, and Accepted 4 July 2020
Yan Quan Liu, Arlene Bielefield and Gregory Tharp
Department of Information and Library Science,
Southern Connecticut State University, New Haven, Connecticut, USA
Abstract
Purpose – The purpose of this paper is to identify the measures employed in the provision of patron services in
Chinese academic libraries responding to the COVID-19 pandemic, noting the challenges and issues inherent in
providing substantial services while undergoing a public health emergency.
Design/methodology/approach – This paper uses an analytical survey study of 137 Chinese academic
libraries using data collected through a combination of website investigation, social media access and direct
correspondences.
Findings – Over 94% of Chinese academic libraries released COVID-19-related information through their
websites; the majority switched their service focus to partly or solely remotely online, including remote access,
free electronic resources, virtual references reachable 24/7 and research support services deliverable online;
services of print materials were altered to e-books for conveniences.
Research limitations/implications – It should be noted that the survey was conducted from February 12 to
April 5, 2020; because of the rapid updates to the library’s website and social media channels, the status of their
patron services are in the process of dynamic changes and that there should be many libraries that have
adopted some patron service methods, but this study is difficult to cover comprehensively. In addition, patron
services carried out offline by the surveyed libraries but not disclosed on the online platform could not be
analyzed in a way that would be consistent with the data provided by the survey.
Originality/value – By providing evidence of the current status of patron services in Chinese academic
libraries during the COVID-19 pandemic, this study helps fulfill the scant empirical attention given to the
impact of nationwide public health crises on academic libraries and offers new data of the best practices that
help library administrators enhance the impact, efficiency and value of library services to their target
community users.
Keywords China, Academic libraries, Patron services, Virtual services, COVID-19, Survey
Paper type Research paper
Introduction
People may wonder how libraries and library services are affected by COVID-19.
How do libraries respond to the coronavirus surge that hit China earlier this year and
countries across the world becoming an international issue?
As important places for public cultural services during the COVID-19 outbreak in China,
academic libraries responded quickly to this public health emergency by stopping on-site
visits and services immediately. However, they still provided online services for teachers and
students with the help of network platforms and information technology when the library
closed. This study surveyed 137 Chinese academic libraries to determine how they changed Library Hi Tech
their patron services in response to the COVID-19 pandemic and to provide a reference for © Emerald Publishing Limited
0737-8831
academic libraries worldwide in response to major public health emergencies. DOI 10.1108/LHT-04-2020-0098
LHT Literature review
The role of libraries in public emergencies has been discussed with much attention to libraries’
patron services. In terms of educational support, librarians worked within their liaison areas to
help universities continue to deliver educational programs in the event of a pandemic influenza
outbreak (McGuire, 2007). In terms of disaster response, libraries played multiple roles as
institutional supporters, collection managers, information disseminators, internal planners,
community supporters, government partners, educators, trainers and information community
builders (Featherstone et al., 2008). In terms of information services, libraries provided integrated
information products that were processed and integrated to carry out information services during
the natural disaster emergency management (Zach, 2011). Library intelligence services played a
major role in providing information and facilitating communication after disasters (Wilson, 2010).
In China, there was an outbreak of severe acute respiratory syndrome (SARS) in 2003, and
many Chinese researchers examined library patron services in response to the epidemic.
Academic libraries provided normal services for patrons throughout the year and also
provided patrons with the necessary information services when the library was closed during
the emergency (Yang, 2003). Some scholars believe that Chinese libraries needed to raise
disaster emergency information services to a strategic level (Zhang, 2016). Intensive publicity,
education and implementation of various preventative measures helped to ensure the stability
of library services during the SARS epidemic (Feng, 2003). It was recommended that academic
libraries provide accurate information to the public in a timely manner to ease peoples’ fear of
the SARS epidemic (Zheng, 2005). For internal protection, libraries routinely disinfected books,
periodicals, computers and public places, and educated patrons to develop hygienic health
habits (Zhou, 2003).
Some research has been done on how academic libraries respond to public health
emergencies such as SARS and H1N1 flu, but there is a dearth of information on how libraries
should respond to the rapid spread of COVID-19 in the world because of the newness of
COVID-19. Additionally, the information environment has undergone major changes compared
to the past, with the popularity of the internet and mobile internet, as well as the widespread use
of social media platforms, which allows the emergency services of academic libraries to have
more new features and innovative service methods. This study surveyed the provision of
patron services in Chinese academic libraries during the outbreak of COVID-19 and
summarized the emergency service measures of academic libraries that can be promoted and
cited to provide resources for academic libraries around the world.
Methods
Survey samples
This survey studied 137 academic libraries from “the selected list of universities and colleges,
which will participate in the country’s construction plan of world-class universities and first-
class disciplines” announced by the Ministry of Education of China in September 2017
(Ministry of Education of the People’s Republic of China, 2017)
Survey methods
This study used website investigation, social media access and direct correspondence to
collect data. The survey period was from February 12 to April 5, 2020.
First, the authors visited the official websites of the 137 libraries via computer to confirm
whether websites were functioning properly and whether patron services were provided
during the COVID-19 pandemic. Then, the authors recorded and counted and recorded each
library’s patron services.
Second, the authors used a mobile phone to access the WeChat official account and micro- Provision of
blog of the academic library to confirm whether it was open and whether it provided patron patron services
services. Data required for the survey were then collected. WeChat is China’s most popular
social network channel. Studies have confirmed its extensive use in almost all libraries in China,
including library communication and interaction with patrons for diverse services through the
WeChat platform in the form of texts, pictures, voice and videos. Micro-blog is a social media
based on patrons’ relationship information sharing and dissemination, and it can realize the
instant sharing and dissemination of information in multimedia forms such as text, pictures,
videos, etc. Micro-blog is considered China’s version of Twitter.
Finally, the authors corresponded with the studied libraries to ensure the accuracy of the
survey data.
The authors used specially designed surveys to collect data on the websites, WeChat
official accounts and micro-blogs of the libraries (Table 1).
Findings
Majority released COVID-19 information timely
As of April 5, 2020, the survey of the 137 libraries found that 94% of them released COVID-19
information on their websites; the proportion using WeChat official accounts was 93%, and
the percentage using official micro-blogs was only 23% (Figure 1).
To avoid the risk of infection caused by crowd gathering and inform patrons how to
prevent viruses, 94% of 137 academic libraries released COVID-19 information on their
websites, and 91% of the libraries’ websites issued emergency notices of temporary closure a
few days after January 23, 2020, when Wuhan announced the closure of the city. There were
also libraries dedicated to the “COVID-19 Prevention and Response” column on their
websites. For example, the services provided by the Renmin University of China Libraries
included off-campus access guide, resources utilization guide, free resources, important
notice on COVID-19, common services and contacts (Renmin University of China Libraries,
2020) (Figure 2). These services ensured that teachers and students can use the libraries’
resources and services smoothly during the COVID-19 pandemic. However, 6% of library
websites still did not publish any information about COVID-19, which indicates to a certain
extent that a small number of libraries did not pay enough attention to emergency services
during the pandemic and the library websites’ information needs to be updated.
WeChat has become the most widely used social media in China, and the WeChat official
account has become an important means for many academic libraries to provide patron
information services. The survey showed that 93% of 137 academic libraries published
COVID-19 information on the WeChat official account. Many libraries are more inclined to
publish information on the WeChat official account than websites because it is more
convenient for patrons to check relevant information anytime, anywhere. Some surveyed
libraries also provided education and training services related to COVID-19 on the WeChat
public account and carried out various public welfare lectures on medicine and medical drugs
to help patrons learn about common health and coronavirus prevention methods. The library
of Wuhan University of Technology promoted the “Rumor refuting” and knowledge contest
columns on the WeChat official account platform to improve patrons’ information literacy
and information discrimination capabilities (Wuhan University of Technology Library,
2020b) (Figure 3), which played a role in preventing the spread of rumors to some extent.
Therefore, the information required by the authors for the survey is more from the WeChat
official account. But, there are also a small number of libraries that have not opened a special
library WeChat official account and chose to publish the information on the school official
account. Because there are fewer patrons who follow the library’s micro-blogs, only 23% of
the surveyed libraries released information related to COVID-19 on the library’s micro-blog.
LHT Example No. 1, Example No. 137, Library
Peking University of University of Chinese
Contents Options Library ... Academy of Sciences
Did the library website 1 Yes, 2 No 1 1
release COVID-19
information?
Did the library website 1 Yes, 2 No 1 2
issue a closure notice?
Access to library 1 VPN, 2 Remote access, 1, 2, 3, 4, 5 1, 2, 4, 5
electronic resources 3 CARSI, 4 Free electronic
off-campus resources, 5 Others
Did the library’s 1 Yes, 2 No 1 1
WeChat account release
COVID-19 information?
Did the library’s micro- 1 Yes, 2 No 1 2
blog release COVID-19
information?
Remote reference 1 Email, 2 Telephone, 1, 2, 3 1, 3
services 2 QQ, 3 WeChat official
account, 4 Others, 5 No
Did the library collect 1 Yes, 2 No 1 2
online course
platforms?
Did the library collect 1 Yes, 2 No 1 1
multimedia academic
resources?
Did the library provide 1 Yes, 2 No 1 1
e-books?
Did the library provide 1 Yes, 2 No 1 1
online subject services?
Did the library exclude 1 Yes, 2 No 1 1
books overdue during
Table 1. COVID-19?
Codebook of the survey Did the library provide 1 Yes, 2 No 1 2
and examples of paper document
survey results services?
Figure 1.
COVID-19 information
release on the libraries’
network platforms
Provision of
patron services
Figure 2.
Services in the website
of Renmin University
of China Libraries
during COVID-19
Remote access replaced on-side services
In response to the COVID-19 pandemic, all Chinese universities postponed the start of the
spring semester. During the adjustment of the service mode, libraries needed to ensure that
electronic resources can be used normally. The survey of the information content provided by
the websites, WeChat official accounts and micro-blogs of Chinese academic libraries, off-
campus virtual private network (VPN) login, partial database remote access, CARSI off-
campus direct access, limited-time free electronic resources from electronic resource database
providers and other channels found that they are predominantly employed (Figure 4).
A survey of 137 academic libraries found that VPNs had the highest percentage of off-
campus access routes, up to 87%, and patrons can use VPN to access off-campus database
resources purchased by the library. The general usage method is: first, log in to the homepage
of the academic library website and click “remote access”; second, select the corresponding
instruction file according to different operating systems, install the plug-in and then follow
the steps in the file to configure; the username of a teaching staff is his/her employee number
and the username of a student is his/her student number; after the configuration is successful,
double-click the site name to connect to remotely access the library’s electronic resources.
This service basically meets the needs of patrons to use library electronic resources off-
campus and its application is also common.
To support society’s coronavirus prevention and response work, many electronic resource
database vendors launched free time-limited editions, and 67% of academic libraries summarized
and linked these free resources. Patrons directly accessed these following resources without VPN:
LHT
Figure 3.
Social media
interactive platform for
public welfare lectures
and information
literacy education
provided by some
libraries
100%
90% 87%
80%
70% 67%
64%
60%
50%
40% 34%
29%
30%
20%
10%
Figure 4.
Access to electronic 0%
resources off-campus VPN Free electronic CARSI Remote access Others
resources
Weipu Chinese periodical database, Wanfang Data, Chaoxing Academic Resources, Replicated
Journals of Renmin University of China, Springer Nature, Wiley Online Library, etc. Sichuan
University Library provided patrons with more than 40 types of open-access resources, including
electronic journals, electronic prints, institutional knowledge bases, electronic courseware,
massive open online course (MOOC) resources, patent information, scientific research reports
and statistics, dissertations, e-books (Sichuan University Library, 2020) (Figure 5). Many
libraries released openly accessible domestic and foreign coronavirus-related literature resource
information, e.g. South China University of Technology Library launched related columns with
China Book Import Corporation and Wanfang Data Corporation, including Wanfang Medical
Network, American Medical Association, Cambridge University Press, Clarivate Analytics,
Elsevier, Wiley, etc. (South China University of Technology Library, 2020).
Provision of
patron services
Figure 5.
Sichuan University
Library open-access
resources
As of April 5, among the surveyed libraries, 88 academic libraries have joined CARSI (CERNET
Authentication and Resource Sharing Infrastructure). CARSI is a unified certification and
resource sharing infrastructure of China Education and Research Network (Figure 6). Of the
academic libraries, 64% can open remote access to libraries to order database resources without
a VPN, and its associated publishing companies provide shibboleth-based access to off-campus
access; patrons can access these databases through the school at any time, any place, and any
network authenticated accounts to. CARSI has now included more than 40 electronic resources
such as EBSCO, Emerald, IEEE, RSC, Springer, etc., creating better online research and
learning conditions for college teachers and students.
Nankai University Library provided patrons with a more convenient login method; after
scanning the code database, they can directly jump to the Nankai University portal page for
login authentication (Figure 7), then patrons can enter the database interfaces.
In total, 34% of the libraries used remote-access channels opened by some databases. For
example, on the ScienceDirect platform, patrons have registered accounts, just a few simple
steps such as activating remote access, confirming activation, etc., patrons can successfullyLHT
Figure 6.
Access Web of Science
citation database
through CARSI
Figure 7.
Partial database QR
code pushed by the
WeChat official
account of Nankai
University Library
implement the ScienceDirect off-campus IP access. The same activated account can also be
used to log in to multiple platforms such as Scopus, Reaxys and ClinicalKey.
In addition, 29% of the academic libraries have also chosen other off-campus access to
electronic resources, such as EDS, CASHL document delivery, short-term off-campus roaming,
open notification network research platform, mobile library app, Chaoxing Learning Link, etc.
These access ways demonstrated the function of the academic library to provide patrons with
information resource services.
As identified from the surveyed libraries, to ensure that patrons can use electronic
resources normally, some libraries have produced and published the “Library Network
Service Guide” in time to provide guidance for teachers and students to use library network
services and various digital resources conveniently and quickly; negotiate and cooperate with
database providers to strive for preferential policies in special periods; increase the number of
database terminal access accounts; integrate various digital resources; and ensure the supportof the entire school’s teaching and research resources during the pandemic prevention and Provision of
control stage. This shows that during the COVID-19 pandemic, surveyed libraries improved patron services
online digital resource acquisition methods and expanded digital resource services.
Free electronic resources integration during the COVID-19 pandemic
To support users’ learning and research during the pandemic, many database providers,
publishers and internet companies launched academic resources that are free for a limited
time. Many academic libraries launched a series of free resource introductions after testing
and confirming successful access; they are published on the library website and WeChat
official accounts for patrons to use. The survey found that it mainly includes multimedia
academic resources, online education platforms, e-books, etc. (Figure 8).
To make it easy for teachers and students to obtain convenient teaching resource
protection at home, academic libraries actively contact resource providers to carefully collect
and organize high-quality electronic resources. According to the statistics of the resources
provided by 137 academic libraries, the proportion of libraries that collect and organize online
education platforms and access methods is relatively small, accounting for 34%. The
Ministry of Education of the People’s Republic of China has organized 22 online course
platforms and formulated diversified online teaching solutions. Online course platforms
include iCourse, xuetangx.com, mooc.people.cn, wisdom tree, etc. Beihang University Library
collected and published relevant information about online education platforms, organized 22
high-quality online course platforms organized by the Ministry of Education and public
service platforms and links of national education resources to assist teachers and students in
education and autonomous learning (Library of Beihang University, 2020).
The survey showed that 80% of academic libraries provided multimedia academic
resources, which accounts for a large proportion, and their content involved excellent courses,
lectures by famous teachers, academic reports, examination resources and vocational training,
helping teachers and students through online learning perform self-improvement. Multimedia
academic resources include library.koolearn.com, Video Library, More English Talkers and
Online Lecture Hall. Peking University Library has launched 12 free multimedia resources and
access methods on the WeChat official account (Peking University Library, 2020b). Zhejiang
University Library launched “12 lectures on patents”, “10 minutes a day, learn patents at
home”, etc. on the WeChat official account, enriching the patron’s learning life (Zhejiang
University Library, 2020).
Figure 8.
Electronic resources’
integrationLHT In terms of e-books, 89% of the academic libraries launched free e-book columns on their
websites or WeChat accounts. For example, China National Publications Import and Export
Corporation partnered with Cengage, an internationally renowned textbook publisher, to open
the Cengage e-teaching database and free more than 3,000 electronic textbooks. Tsinghua
University Press opened a personalized higher education knowledge base. More than 6,000
e-books of Engineering Machine Digital Library of China Machine Press were open during the
pandemic. Zhengzhou University Library (Zhengzhou University Library, 2020b) and Yunnan
University Library (Yunnan University Library, 2020) pushed the column of “Anti-Coronavirus
Theme Bookcase” on their WeChat official accounts. The bookcase was launched by China
National Publications Import and Export Corporation in cooperation with many authoritative
publishers in China. This bookcase covered 39 topics of COVID-19 public and personal
prevention and control knowledge quiz, psychological protection, grooming, children’s picture
books, infectious disease prevention law and many other topics, helping the public and
individuals protect against viruses. These e-book resources met patrons’ reading needs and
helped teachers and students find teaching materials for online courses.
Virtual references on different devices reachable 24/7
During the COVID-19 pandemic, although the libraries suspended on-site services, patrons
did not encounter any problems or difficulties in using the libraries’ resources and services or
needed to get in touch with librarians. According to the survey, the way of remote reference
services provided by studied libraries is mainly the following: telephone, email, WeChat
official account, QQ or QQ group and other methods (Figure 9).
As the reopening of the libraries was postponed because of the need for prevention of
COVID-19, the library’s reference services were still carried out during the closing period, and
virtual references on different devices reachable 24/7 were provided to solve patrons’ problems.
According to the survey, 82% of all libraries provided reference and contact information
on websites, WeChat official accounts and micro-blogs during the COVID-19 pandemic. The
proportion of telephone reference services accounts for 45% if patrons needed to perform
subject services, such as scientific and technological novelty search, and check and collect
references, an electronic version of the seal report is required, call the library service phone. In
total, 43% provided email reference services if patrons had questions during the use of
electronic resources, or had special literature need, they could send emails to the staff and get
help as soon as possible.
In addition to the email and telephone reference services, 28% of the academic libraries
made full use of the function of the WeChat official account, and patrons can leave a message
Telephone 45%
Email 43%
WeChat official account 28%
QQ 19%
Others 7%
Figure 9.
Library reference No 18%
services
0% 10% 20% 30% 40% 50%on the WeChat official account to ask questions and wait for the staff to answer. In total, 19% Provision of of the libraries also used the popular instant messaging program QQ to serve patrons. For patron services example, the Nankai University Library used QQ to set up a “reference services group” and “degree thesis review group.” Other reference channels included: micro-blog direct message, live chat and intelligent reference. For example, Nankai University Library provided intelligent reference services. After patrons follow the “Nankai University Library” WeChat official account, they can directly import a question or click on the “Intelligent Reference” button, and they will get a reply (Nankai University Library, 2020). Zhengzhou University Library on the WeChat official account built a “Coronavirus FAQ base,” which contained the latest questions and answers on prevention, diagnosis and dynamics related to COVID-19 and could automatically answer questions to relieve teachers and students’ anxiety (Zhengzhou University Library, 2020a). Research support services deliverable online Through this survey on the research support by libraries, 54% of the surveyed libraries provided sci-tech novelty retrieval, cited reference retrieve service, electronic document delivery and intellectual property services during the COVID-19 pandemic. All of these services were delivered online, and patrons submitted support request by phone, email and other contact methods. It is found that the China Agricultural University Library replaced paper reports with electronic stamped reports when carrying out citation search services (China Agricultural University Library, 2020). Hunan University Library provided document delivery services through multiple online platforms, such as Digital Library of Hunan Universities, China Academic Library and Information System, China Academic Humanities and Social Sciences Library (Hunan University Library, 2020). Tsinghua University Library informed students to make an appointment with the librarians when submitting their graduation thesis to avoid the risk of virus infection by the concentration of personnel (Tsinghua University Library, 2020). However, 46% of the libraries did not publish instructions on subject services on the library websites, WeChat official accounts and micro-blogs, which indicates that some libraries did not provide adequate research support services during the COVID-19 pandemic. Services of print materials were altered for conveniences During the COVID-19 pandemic, the surveyed libraries generally had to be closed, and the book-returning service was suspended. According to the statistics, 91% of the libraries issued a statement that borrowed books are not counted as overdue during the closing period, which relieved patrons’ concerns about borrowed books being overdue. The survey found that 12% of studied libraries still provided print materials services during the COVID-19 pandemic. To avoid infection, the libraries adopted non-contact delivery methods to keep a certain distance between librarians and patrons. For example, if a patron of the German Library of Tongji University needed to borrow paper books urgently, they can submit a borrowing service application online. After the librarian found the books, they were being placed in the library security office and picked up by the patron (Tongji University Library, 2020). Peking University Library provided book delivery service to the buildings where the patrons live. Once the teachers and students submitted borrowing requests online, the library organized librarians to send books to the door of the student dormitory building, laboratory building or office building and then informed the patrons to take it (Peking University Library, 2020a). These services greatly helped patrons who urgently needed print materials.
LHT Conclusion and recommendations
According to the survey, website investigation, social media access and direct correspondences,
Chinese academic libraries attached great importance to actively responding to COVID-19 and
continuously update the patron services method from the library’s rapid closing to network
service. In addition, the use of social media such as WeChat and micro-blog and the continuous
development of new media provided convenience and opportunities for library patron services.
It is found in this survey that the WeChat official accounts are updated much faster than the
library websites, indicating that the libraries gave full play to the role of social media platforms
in disseminating information and inspiring morale.
Through the survey and analysis of the provision of patron services in Chinese academic
libraries during the COVID-19 pandemic, this study constructed an emergency service system
of an academic library for public health emergencies (Figure 10). It is suggested that academic
libraries should respond quickly to public health emergencies, carry out in-library safety
management and out-of-library disaster relief support and use websites and social media to
build a network emergency service platform to provide patron services such as emergency
information services, digital resource services, virtual reference services, education and training
services.
Providing emergency information services
When public health emergencies occur, faculty, students and staff in the university are
concerned about the development of emergencies and their impact, and there are urgent
needs to obtain relevant information. Academic libraries have the advantage of information
resources and should provide emergency information services in a timely manner.
Libraries used websites and social media to provide patrons with emergency information
services, such as library response measures, emergency development and virus prevention
knowledge.
Figure 10.
An emergency service
system of academic
libraries for public
health emergenciesIn addition, libraries set up special topics, such as identifying false news to let patrons Provision of
know the real situation, recommending classic books and movies to enrich patrons’ spiritual patron services
life, organizing reading activities to make patrons interested in books and providing online
Q&A to relieve patrons’ confusion.
Optimizing off-campus digital resource services
In public health emergencies, some universities will close campuses and turn to online office
and teaching. Academic libraries should optimize digital resource services to provide patrons
with diverse information guarantees for work, study and life.
Libraries should produce and publish library network service guides in a timely manner to
provide guidelines for patrons to use library digital resources conveniently, integrate all
kinds of digital resources and improve the online access mode of digital resources and
negotiate and cooperate with database suppliers to strive for preferential policies in special
period and increase the number of database terminal access accounts.
Libraries have the ability to use their strengths to help the faculty teaching remote classes
find electronic textbooks and other online resources, create course guides, provide online library
instruction and virtual library visits and connect the students with the best tools and materials.
Improving virtual reference services
The timely response of a virtual reference service leads patrons to contact the librarian as soon
as possible when they encounter any problems or difficulties during the use of the library.
During public health emergencies, patrons’ reference needs will be more than usual, so
libraries should form a larger reference service team and increase service time to promptly
answer various questions raised by patrons through live chat, online forms, emails, social
media, etc.
Libraries should also ensure that patrons can access the digital resources off campus 24 h
a day and provide online document delivery service to meet the needs of research of faculty,
students and staff.
Strengthening education and training services
The development of public health emergencies is often accompanied by the appearance of
rumors and information pollution, causing the public to feel anxious and panic. Libraries should
provide education and training services to help patrons improve their information literacy.
Libraries can provide credible information sources to avoid rumors, spread emergency
measures to improve patrons’ emergency awareness, provide online medical lectures to
popularize preventive knowledge and organize online knowledge contests to improve public
scientific literacy.
Libraries need to train librarians to enhance their emergency service capabilities so that
they can be competent for reference services, research and teaching support services and
other patron services.
Strengthening in-library safety management
The management system of many university libraries only aims at the daily situation and is
not suitable for the special period of public health emergencies. At this time, strengthening in-
library safety management is particularly important.
After learning of public health emergencies, libraries should immediately start the
emergency plan and ensure that it responds as soon as possible. Strengthening the internal
management of the library is mainly reflected in three aspects. First, the hygienic management
of each library space should be paid attention to. Secondly, librarians are required to protectLHT themselves. Finally, the organization of the library is adjusted to a flat style, and librarians are
divided into several parallel teams, such as an online reference service team, a digital resource
service team, a security inspection team, etc., to provide patron services in a flexible way.
To avoid damage to facilities and equipment caused by long-term closure, regular
maintenance work shall be done, and preparations shall be made for reopening and normal
services.
Supporting out-of-library disaster relief work
Libraries use their own resources to provide necessary support and participate in out-of-
library disaster relief, which is conducive to the image of academic libraries and enhance
people’s recognition of the patron service value of academic libraries.
Facing public health emergencies, libraries can actively provide volunteer services and
organize librarians to participate in disaster relief work. Libraries can also donate books for
emergency workers to read. For example, Wuhan University Library sorted out the collection
and provided them to the centralized isolation zones for the medical staff and isolated
population to read (Wuhan University Library, 2020). The Library of Wuhan University of
Technology established a “reading station” for a mobile cabin hospital that treated coronavirus-
infected patients with mild symptoms, to create a reading atmosphere and enhance the reading
experience of the doctors and patients (Wuhan University of Technology Library, 2020a).
In addition, libraries can carry out reading therapy services (Ke and Bao, 2020), using
books to provide psychological counseling and assisted rehabilitation for victims of physical
and mental health caused by public health emergencies.
Limitations and prospects
It should be noted that the survey was conducted from February 12 to April 5, 2020, because
of the rapid updates to the library’s website and social media channels, the status of their
patron services are in the process of dynamic changes and that there should be many libraries
that have adopted some patron service methods, but this study is difficult to cover
comprehensively. In addition, patron services carried out offline by the surveyed libraries but
not disclosed on the online platform could not be analyzed in a way that would be consistent
with the data provided by the survey.
This study primarily surveyed the patron services of Chinese academic libraries during
the COVID-19 pandemic and summarized the service measures in terms of reference to
academic libraries in various countries. The reopening and security management of academic
libraries after the pandemic is worthy of further study.
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About the authors
Yajun Guo is an Associate Professor of Information and Library Science at Zhengzhou University of
Aeronautics and Researcher of Collaborative Innovation Center of Aviation Economy Development of
Henan Province. His current research interests include digital library, patron service, mobile service,
accessibility.
Zinan Yang is a Master of Information and Library Science at Zhengzhou University of Aeronautics.
Her current research interests include emergency service, digital library, accessibility.
Zhishun Yang is a Master of Information and Library Science at Zhengzhou University of
Aeronautics. His research focuses on emergency service.
Yan Quan Liu is a Professor of Information and Library Science at Southern Connecticut State
University and Special Hired Professor at the Tianjin University of Technology. His current research
interests include intelligent information retrieval, data mining, mobile service, accessibility. Yan Quan
Liu is the corresponding author and can be contacted at: liuy1@southernct.edu
Arlene Bielefield is an Associate Professor in Information and Library Science at Southern
Connecticut State University. Her research focuses on library management and legal issues.
Gregory Tharp is a Graduate of Southern Connecticut State University and specializes in
information policy.
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