Citation
PENFIELD LIBRARY VS. COVID~19: An Analysis of Research Help Desk Services

Material Information

Title:
PENFIELD LIBRARY VS. COVID~19: An Analysis of Research Help Desk Services
Creator:
Dembele, Awa
Publisher:
Awa Dembele
Publication Date:
Copyright Date:
2021

Subjects

Subjects / Keywords:
COVID-19
PENFIELD LIBRARY
Quest 2021

Notes

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Collected for SUNY Oswego Institutional Repository by the online self-submittal tool. Submitted by Awa Dembele.

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Source Institution:
SUNY Oswego Institutional Repository
Holding Location:
SUNY Oswego
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All applicable rights reserved by the source institution and holding location.

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PENFIELD LIBRARY VS. COVID~19:An Analysis of Research Help Desk ServicesBY: AWA DEMBELESUNY COLLEGE AT OSWEGO PENFIELD LIBRARY The reason why September and October received the most amount of questions was because those are the months were students are adjusting to their classes and may have some papers and midterms August and December have the least because we don’t have the whole month and usually those are the months where students are starting/ wrapping things up. As the semester progresses the question's decrease because students have learned to use the system on their own and they have found the different stations in the library Students slowly began adjusting to video as a form of interaction as the semester goes on in 2020 Fall 2019 (Before COVID) Fall 2019 VS. Fall 2020 Fall 2020 (During COVID ) OBSERVATIONS OBSERVATION S 942 research questions & 859 direction questions September & October had the most research and direction questions August & December received the least amount of research and direction questions December is the only month where Direction Questions outnumbered research questions Many of the questions were all walk in Most questions are under 5 minutes Many of the questions under 5 minutes were direction question Research questions are mainly taken place between 514 minute interactions Most of the questions asked are by students 60 Direction & 247 Research September & October had the most research and direction questions August & December received the least amount of research and direction questions Many of the question were Research Questions Chat was the dominate form of communication Email was used a lot more often then in 2019 Video was introduced as an option Most of the interactions were under 5 minutes Most of the questions asked are by students Most questions asked in September for both yearsThe least amount of questions are in december for both years There were more research focused questions in 2020Many of the question were Research Questions Questions start to decrease after September in both yearsEmail was used a lot more often then in 2019 Chat went from being the 2ndto least use form of communications in 2019 to the most used form of communication in 2020 Most of the interactions were under 5 minutes Most of the questions asked are by students CONCLUSIONS