Here to help: Chester Fritz Library services move online

Library staff  assist campus remotely through 24/7 chat, email and Zoom

Its north entrance, along University Avenue, had only recently reopened after months of renovations.

Now those doors are locked again, because the state’s largest library is essentially closed off to the public amid the coronavirus pandemic. But appearances are deceiving, as almost all of the library’s services except for walk-in access are still available.

Stephanie Walker, director of the Chester Fritz Library at the University of North Dakota, is one of the few staff still entering the building. Sometimes she can see people peering into the locked, indoor entryway to see how things have changed.

Inside the north foyer stand two lock-boxes that were designed to charge laptops and distribute them for classroom sessions. Today, one of the lock-boxes is an emergency request station for book loans; the other is used by University IT to share equipment with those still on campus.

And although that’s about all the library can offer at its physical location, the Chester Fritz Library continues to serve campus online. Staff working from home are helping students, researchers and faculty find the resources they need as the semester comes to a close.

“It’s important for our students and faculty to know that not only can they continue to do their work, but also we’re there to help them,” Walker said.

24/7 access

In general, libraries have been prepared for online delivery for a while, according to Walker. Starting with e-resources in the 1990s, the balance has shifted to where the bulk of library collections are non-print. Purchase packages now contain ebooks and digital journals.

Just as the contents of libraries have steadily digitized, so has the service side.

Kristen Borysewicz, reference librarian and information literacy coordinator, pointed to the 24/7 chat service that allows librarians to connect and assist with issues.

“Last week a question came in, and I picked up on it and said, ‘This would be a great time to teach you about using the library over video conference,’” Borysewicz said. “I sent the student a Zoom link, they shared their screen, and I was able to make suggestions on how they’re navigating resources.”

Librarians are working through the chat service, email and Starfish to schedule appointments with individuals and groups of students. Borysewicz mentioned that she and her colleagues are busier than ever now that everything is conducted online.

“We have been really cohesive as a group, and we’re using all sorts of technology,” she remarked. “The communication side of things has been seamless, which is good, considering the hurdles to getting everyday tasks done.”

As Walker remarked, most matters now require a Zoom call as opposed to a walk across the hall to consult a team member.

Making more connections

But amid the solitary, work-from-home effort required to conduct regular services online, both Walker and Borysewicz see the opportunity for campus-wide impact, even as campus hopes to reconvene in the fall.

“This shift has been a good impetus for us to put projects we’ve been thinking about on the front burner,” Borysewicz said.

She illustrated what has typically been an in-person interaction with English composition classes – going through the basics of research skills and information literacy.

“Starting the week after Spring Break, we were scheduled to run 13 classes, which would have touched approximately 260 students,” Borysewicz said.

During Spring Break, those lessons were shifted to an online module. According to Borysewicz, the amount of times it has been viewed more than doubled her in-person estimations.

The library has made ebook purchases to provide students with access who are in disciplines traditionally more print-focused, and some vendors are offering temporary free access to learning materials. Borysewicz said the remote setting has allowed her to connect with more faculty than she would work with otherwise, allowing her to promote online library access to different areas of campus.

“We can embed librarians in Blackboard courses; we can do instruction on video; we can do one-on-one consultations, or we can instruct the whole class, if need be,” Walker said. “We can do an awful lot online.”

Still on schedule

Summer still presents uncertainty, given UND’s decision to continue remote delivery, and Walker said the current landscape should prompt people to prepare for any eventuality come fall.

“Using this summer to make a good product that will support student learning, and doing things well around usability and best practices, is going to be a focus for our group,” Borysewicz remarked.

The librarian is working with students to create videos and other online content to introduce fresh faces to the library and what they’ll be able to access – a means of getting people excited about everything available in the new space.

First described back in January, initiatives such as Peer Research Consultants are still on track, as students are continuing to work with library staff. Walker is excited to open the Knowledge Commons once everyone is back on campus and the front doors are once again unlocked.

In the meantime, reference librarians continue to be available, archivists are handling research inquiries and the Chester Fritz Library is making progress on converting to a new library service platform to go live in July.

Walker said UND’s libraries and nine other academic libraries in the state will be migrating to a new platform to handle major functions such as circulation, acquisitions, cataloging and discovery services to find resources, among others. The new platform, Ex Libris’s ALMA – used by many major library systems worldwide – will allow for improved searching and discovery across all formats, better management of e-resources and enhanced features.

“Our work – including purchasing and cataloguing that we’re in the midst of – is still going on, just from different places,” Walker said.

Those with questions are encouraged to visit the Chester Fritz Library website, its update blog, and to connect with subject librarians for specific needs. An FAQ around available services is also available.