Though Virtual Reference Services Have Increased, They Face Challenges and Opportunities in the Wake of COVID-19

Abstract

Objective – To compare data about the provision of reference services at the University of Toronto Libraries (UTL) prior to and during the COVID-19 pandemic, in order to identify obstacles and opportunities facing UTL reference services in the future. Design – Survey questionnaire. Setting – A large public research university in Ontario, Canada. Subjects – Thirty-nine libraries across the three campuses of UTL. Methods – A Microsoft Forms survey comprised of 37 questions was distributed in August and September 2020.