The New Way(s) of Work

With the start of fall semester, UC Libraries re-opened library facilities to the UC community in a limited, phased approach to ensure social distancing. The priority remains to provide access to library resources to the extent possible while maintaining the health and safety of students, faculty and staff.

At this time, all library locations but one are open; however, use and access looks very different from past semesters. With limited exceptions, there is no browsing of library materials in the stacks. The Click & Collect retrieval and pickup service, which allows users to request print library materials in the Library Catalog for pickup at designated locations, has been a well-used service. With the re-opening of the Langsam Dock and mail and library deliveries resuming, library users can once again request OhioLINK and Interlibrary Loan materials.

On-Site Work

Craig Person, operations manager in the Science and Engineering Libraries, commented that while he felt he was productive while working from home in the spring, he missed the ritual of getting ready and going to work. It is the routine of leaving his home and going to work that helps to put him in a work frame of mind. He also stressed that while he is careful to practice social distancing, and there are far fewer students in the library, he values the opportunity to assist those users on-site in a spontaneous, personal way that he felt was lacking when he was working remotely.

Previously, those entering the Walter C. Langsam Library were often greeted by Michael Alfieri, user engagement manager and student supervisor in the Research, Teaching and Services Department, who could be found working behind The Desk@Langsam always ready to give a friendly hello or answer any question. While he is working on-site half-days, five days a week, reference help and questions are now answered primarily through CHAT, the Libraries online reference service staffed with librarians, staff and student workers. Although he misses the personal interaction with users at the desk, he feels that CHAT provides quality interaction with users in a safe way and in a manner that people are familiar with. Users are appreciative that they are interacting with a person and not simply referencing a knowledge base. In addition, working on CHAT has given librarians and staff who normally do not answer reference questions the opportunity to participate in the service, which has created a new work community that those participating value. Michael does, however, continue to walk the floors of Langsam Library several times during his four-hour daily shifts – a practice he did pre-Covid, but one he does now to ensure that users are following safety protocols and that the spaces do not exceed capacity.

Both Craig and Michael said that campus is quiet overall and feels more like summer than the usual busyness and energy found during fall. And although those who had frequented the libraries in the past aren’t necessarily visiting now, both said that those who are using the libraries in person are for the most part doing it safely and seem to value a place to study or work quietly between classes.

Craig, Michael and Holly, along with others throughout the Libraries, all have brought student workers back to their areas and feel that that is an advantage of working on-site. Library student workers follow the same safety protocols as other library workers and their supervisors are careful in scheduling so that not too many students are working at the same time so as to allow for social distancing. Student workers contribute to important functions of the Libraries such as retrieving materials for Click & Collect, manning the CHAT reference service, conserving library collections, cleaning library spaces and more, and their presence on-site is welcomed and appreciated.

Even 6’ apart and behind masks, those working on-site stated that the opportunity to see and interact with colleagues is one of the major perks of returning to work on campus. This is something that those working remotely have stated that they miss most – the camaraderie of working with and seeing coworkers in person.

Remote Work

Even with library facilities open, and with approximately 75% of UC’s classes online, UC Libraries remains open and available online to provide users with access to library resources and services. The majority of librarians and staff continue to work remotely so that they can meet users where they are, which is online, but also to make room for colleagues who must work on-site. From library liaisons and reference to web and applications development to library communications, HR and accounting, library personnel continue to work remotely to advance the mission of the Libraries.

Where possible and when it makes sense, services once done on-site have been moved primarily online. Library instruction, for example, has moved completely online through LibGuides and other platforms. For Debbie, her work helping people, answering questions and creating library instruction content has not really changed – just where she does her work. While most of her work can be done remotely, there are times that going into the office is crucial. This summer it was necessary for her to return to Langsam Library so that she could help make decisions on how to move some collections and set up the space to allow for social distancing for when the library re-opened in the fall.

As assistant director of the Research & Data Services (RDS) Department Amy Koshoffer’s work also has not changed much since transitioning to working remotely, but has expanded. Because the RDS department is spread across libraries and campuses, they were accustomed to meeting and collaborating online. Amy pointed out that previously when meetings were held with some on-site and some virtually, she felt that the experience for those meeting virtually was less than those in the same room. Now, with everyone meeting virtually, the experience has equalized. The workshops and events RDS holds have all shifted online and their requests for data management plans have increased as researchers are dedicating more time to research and technical work. In addition, the move to virtual workshops and events has provided the opportunity to expand to include other people and groups statewide as there is no need for travel, freeing up both funds and time to participate in new ways. Amy has enjoyed the opportunity to work with new research groups and to explore and adapt new technological platforms. She hopes that with most work being doing online that accessibility becomes even more a priority for all groups developing content and applications for the web.

Although her day-to-day work has not been negatively impacted working online, Amy misses the randomness of interactions and interpersonal connections working on-site provides. She misses the daily conversations and exchanges she would have with colleagues and the opportunity to network while traveling to and from in-person meetings.

This is a sentiment echoed by others working remotely. While Debbie feels that the camaraderie of her department has remained, she misses the personal contact and interpersonal connections working on-site provides. She has found ways to check in regularly with the librarians and staff in her department. They have standing Teams meetings and she checks in daily with those staff members working on site. The RDS department has a matrix organizational relationship with the Collection Development Services Department. The five managers of those two departments communicate regularly to co-manage the work of both areas so that they continue to work in tandem.

Both those working on site and remotely commented on how technology and the Libraries use of Microsoft Teams has proven invaluable in not just performing daily work functions, but in keeping in touch and collaborating with fellow colleagues – whether for departmental, library wide or individual meetings, but also for informal meetups colleague-to-colleague. Since the first week of the campus shutting down in March, the Preservation Lab began a weekly chat where they would check in, show what they were working on and share any new skills or techniques they were developing. Now that the majority of the department has returned to working on-site part of the week, these meetings are transitioning to more formal departmental meetings with an agenda and regular departmental business; however, those interpersonal check-ins will continue.

Universally, both those working on-site and remotely said how well they felt UC Libraries pivoted first in the spring to working remotely and then to planning strategically and carefully to re-open facilities for the fall. They noted the collaborative, flexible and innovative way in which everyone in UC Libraries came together to find new ways to provide library services and resources. The various task forces and groups formed to shut down library facilities, create new online services and to review and make recommendations on the Libraries budget, provided multiple opportunities for people throughout the organization to step out of their usual day-to-day job function to contribute to the Libraries in new and meaningful ways.

Working in a hybrid model with some on-site and some remote has forced collaborations and reliance on coworkers even more so than in the past. Several people noted how accommodating and supportive their library colleagues have been – willing to step up in new ways. This spirit that we’re all in this together and the ability to rise to the occasion is one they hope continues even when work returns to whatever normal will be. The Libraries as a whole has grown from this experience. We responded in a positive and proactive way. We stretched ourselves in ways we didn’t know we could. As for the future of work, numerous people expressed the hope that the flexibility and willingness to change exemplified in the spring when we were forced to transition to remote and online work is a mindset we continue into the future. That after going through this unexpected experience of being forced to make immediate decisions, that we continue to be supportive, creative and innovative regardless of where or how we work.

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Images from some of the re-opened library facilities…