Text by: Chris
Image posted to HKBU Library’s social media channels on 29 January 2020. At the time we thought we would only be closed for a few days, and it was only later that the extent of the disruption became clear.
Here in Hong Kong we have had more experience than most with disruption caused by unexpected campus closures. Even before the current COVID-19 crisis, we were affected by the protest movement that crescendoed in November 2019 and caused our first semester to be cut short. The coronavirus hit us early too, with classes suspended since the end of January.
As libraries around the world are now regrettably following in our footsteps, I thought it would be worth sharing how my library has approached this unprecedented challenge to the ways we support learning, teaching, and research. I am responsible for instruction and reference services at Hong Kong Baptist University (HKBU) Library, and my reflections will concentrate on these areas.
Virtual Information Desk
When library and its branches closed, existing online channels became our main points of contact. Enquiries received via email and social media messaging (Facebook and WhatsApp) increased dramatically.
Service promotion on the Library homepage.
After it became clear that we were facing an extended disruption, we added a service to allow patrons to immediately contact a librarian via real-time text, audio, or video chat. This was dubbed the “Virtual Information Desk” to signal that the service is standing in for our in-person Information Desk.
What worked:
As HKBU is heavily promoting and supporting Zoom, the choice of videoconferencing platform was easy. We know that our students and faculty are familiar with the software.
The screen-sharing feature has been helpful in resolving questions about the remote use of e-resources.
What still needs work:
We have only been able to offer limited hours, and we are still figuring out the best time to staff the service.
Teaching online
Librarians had to adapt quickly to teaching online. In most cases, scheduled library workshops were not cancelled, but instead moved to Zoom. Some faculty requested new workshops to ensure their students could make good use of the Library’s e-resources.
What worked:
Keeping sessions interactive is even more important than with face-to-face sessions. Teaching librarians at HKBU make extensive use of Mentimeter, and we found this tool can be easily used in online teaching too. Feedback collected from students indicates they appreciate breaks from lecture-style delivery.
Exploring the advanced features of Zoom has been fruitful. For example, the “breakout room” function that automatically divides students into small private groups allows us to simulate the “think, pair, share” activity that we use in face-to-face workshops.
What still needs work:
Our students are reluctant to turn on their cameras or interact via audio. Most prefer to ask questions via text chat. This can make for an isolating experience for the librarian, as it can feel like you are talking to yourself.
Promotional image for the event programme.
Online Learning Events
A major initiative has been to reimagine our long-running series of Library Learning Events as online activities. Librarians and faculty that normally facilitate these events were asked to run them online instead, and most were able to do so. An e-resources week planned for March had to be cancelled, but we asked the vendors if they were able to do online sessions. Again, most were happy to contribute and we were able to come up with a substantial lineup in a short period of time.
We were also able to negotiate with the Office of Student Affairs for these events to be recognized under the University’s Co-Curricular Learning programme. This meant that undergraduate students could receive credit towards a graduation requirement by participating in our events.
What worked:
The response from students far exceeded our expectations. Typically our face-to-face events in this programme have around a dozen participants. So far our online events have averaged just under 80 attendees. There is clearly an appetite among students for online sessions of this type.
What still needs work:
This programme was put together very quickly, and doubtless there are ways to improve. Students were asked to fill in a brief evaluation after each event, and the results of these will be studied closely.
Final thoughts
The sudden switch to working from home has been a huge challenge. Personally, I have felt the strain of being isolated from colleagues for an extended period. Making regular times to meet online has helped, and has certainly kept me feeling connected.
I am grateful to be part of a team that has shown incredible creativity, flexibility, and stamina in continuing to do their best to support our community even under these most difficult of circumstances. Although it looks like it will be some time before we are out of the woods, I am confident that we will continue to adapt and innovate.