Abstract
During the COVID-19 pandemic, colleges and universities implemented numerous changes and launched new measures to resume teaching and learning activities, which significantly challenged library reference services. Although institutions are gradually recovering from the disruptions caused by the pandemic, students' learning behaviors have changed considerably. Reference service departments in academic libraries have undergone transformations and are actively seeking new solutions to revive or evolve services to help students who were deeply affected by the lockdown and the new norms that followed.
In this research, surveys and interviews were conducted at New England Liberal Arts College Libraries to understand the changes and challenges faced by library reference services. Despite the significant impact, library reference services are reconnecting with students through various outlets and strategically embracing AI technology to better support teaching and learning in the post-COVID era.
References
Bussell, H. (2022). Though virtual reference services have increased, they face challenges and opportunities in the wake of COVID-19. Evidence Based Library and Information Practice, 17(1). https://doi.org/10.18438/eblip30082
Cox, J. (2023). The position and prospects of academic libraries: Strengths and opportunities. New Review of Academic Librarianship, 29(4), 367–393. https://doi.org/10.1080/13614533.2023.2238692
Flierl, M. (2019). Opportunities for reference services after COVID-19. Internet Reference Services Quarterly, 24(3–4), 59–63. https://doi.org/10.1080/10875301.2021.1910891
Koos, J. A., Scheinfeld, L., & Larson, C. (2021). Pandemic-proofing your library: Disaster response and lessons learned from COVID-19. Medical Reference Services Quarterly, 40(1), 67–78. https://doi.org/10.1080/02763869.2021.1873624
Kuh, G. D., & Gonyea, R. M. (2003). The role of the academic library in promoting student engagement in learning. College & Research Libraries, 64(4). https://doi.org/10.5860/crl.64.4.256
Lund, B. (2021). The fourth industrial revolution: Does it pose an existential threat to libraries? Information Technology & Libraries, 40(1), 1–4. https://doi.org/10.6017/ital.v40i1.13193
Meakin, L. (2024). Exploring the impact of generative artificial intelligence on higher education students’ utilization of library resources: A critical examination. Information Technology & Libraries, 43(3), 1–13. https://doi.org/10.5860/ital.v43i3.17246
Schulte, S. J. (2011). Eliminating traditional reference services in an academic health sciences library: A case study. Journal of the Medical Library Association, 99(4), 273–279. https://doi.org/10.3163/1536-5050.99.4.004
Soria, K. M., Fransen, J., & Nackerud, S. (2013). Library use and undergraduate student outcomes: New evidence for students’ retention and academic success. Portal: Libraries and the Academy, 13(2), 147–164. https://doi.org/10.1353/pla.2013.0010
Terrile, V. C. (2024). Community college library services: meeting students where they are. Teachers College Record: The Voice of Scholarship in Education, 126(6–7), 46–63. https://doi.org/10.1177/01614681241285739
White, E. B. (2022). A compassionate approach to IL instruction: What we can learn from the COVID-19 pandemic. Portal: Libraries & the Academy, 22(1), 151–175. https://doi.org/10.1353/pla.2022.0004
Wilairat, S., Svoboda, E., & Piper, C. (2021). Practical changes in reference services: A case study. Medical Reference Services Quarterly, 40(2), 151–167. https://doi.org/10.1080/02763869.2021.1912567

This work is licensed under a Creative Commons Attribution 4.0 International License.
Copyright (c) 2025 International Journal of Librarianship