{"id":1258,"date":"2020-11-23T23:30:05","date_gmt":"2020-11-24T04:30:05","guid":{"rendered":"http:\/\/www.nmrt.ala.org\/notes\/?p=1258"},"modified":"2021-01-07T18:41:29","modified_gmt":"2021-01-07T23:41:29","slug":"patrons-and-the-pandemic","status":"publish","type":"post","link":"https:\/\/www.nmrt.ala.org\/notes\/patrons-and-the-pandemic\/","title":{"rendered":"NMRT October Online Discussion: Patrons and the Pandemic"},"content":{"rendered":"\n

How we are serving, connecting, and communicating with library patrons during the COVID-19 pandemic<\/p>\n\n\n\n

By Lauren Puzier<\/p>\n\n\n\n

\"AuthorBioPhoto\"<\/a>
Lauren Puzier is the User Experience Librarian at the UAlbany Libraries. Her research interests include the incorporation of new and emerging technologies in higher education, user-centered and service design, and reference services. Previously, she was the Acting Head Librarian for the New York Library at Sotheby’s Institute of Art.<\/figcaption><\/figure><\/div>\n\n\n\n

(5-minute read)<\/p>\n\n\n\n

The COVID-19 pandemic has forced many libraries in the United States to focus on providing remote services and reimagine on-ground services. At the same time, many of our patrons are not or cannot visit us and may not be easy to reach. We are communicating new service methods, protocols for health and safety, new and changing hours, policies, and more. The NMRT November discussion asked the question of how libraries are serving, connecting, and communicating with library patrons during the COVID-19 pandemic.<\/p>\n\n\n\n

Special Website Content<\/strong><\/p>\n\n\n\n

Members shared that their libraries are reaching out to patrons in a variety of ways, from using social media channels, email communications, website alerts and banners and new signage in the buildings. Alert bars have become a staple on library homepages since March 2020. One member noted that ?there’s a link at the top of our website linking to information about using the Libraries during the COVID-19 crisis? (Birkenhauer, 2020). Alert bars may include text or icons and links to dedicated pages about new policies or important changes to library services, events and hours (Pomer, 2020). Alerts bars can be quickly updated as local situations change. They have been commonly applied to websites of all types of institutions and businesses with COVID-19 content. This widespread usage of alert bars helps users visiting the webpage; they can quickly scan the homepage for the alert at the top, where they expect to see it, and quickly locate the important information.<\/p>\n\n\n\n

Pages dedicated to COVID-19 specific information are also used by many member libraries. Some libraries are using standalone pages to outline updates and changes or creating sets of static Frequently Asked Questions (FAQs) to help users find answers quickly. These self-service webpages not only help users find important information quickly, but also decrease email volume and phone calls, freeing up staff time for managing other areas of change. (McKendrick, 2013, p. 17).<\/p>\n\n\n\n

Social Media<\/strong><\/p>\n\n\n\n

All respondents noted that their libraries were using social media to connect with patrons during the pandemic. Popular platforms include YouTube, Twitter and Instagram. One member?s library used Instagram posts to help make patrons aware of new policies the library had set prior to reopening to the public. <\/p>\n\n\n\n

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