PENFIELD LIBRARY VS COVID19 An Analysis of Research

PENFIELD LIBRARY VS. COVID~19: An Analysis of Research Help Desk Services BY: AWA DEMBELE SUNY COLLEGE AT OSWEGO PENFIELD LIBRARY Fall 2019 (Before COVID) Fall 2019 VS. Fall 2020 (During COVID) �� Most questions asked in September for both years �� The least amount of questions are in december for both years �� There were more research focused questions in 2020 �� Many of the question were Research Questions OBSERVATIONS �� Questions start to decrease after September in both years OBSERVATIONS �� Email was used a lot more often then in 2019 �� 942 research questions & 859 direction questions �� September & October had the most research and direction questions �� August & December received the least amount of research and direction questions �� December is the only month where Direction Questions outnumbered research questions �� Chat went from being the 2 nd to least use form of communications in 2019 to the most �� 60 Direction & 247 Research used form of communication in 2020 �� September & October had the most research �� Most of the interactions were under 5 minutes and direction questions �� Most of the questions asked are by students �� August & December received the least amount CONCLUSIONS of research and direction questions �� Many of the question were Research Questions �� Many of the questions were all walk-in �� The reason why September and October received the most amount of questions was because those �� Chat was the dominate form of communication �� Most questions are under 5 minutes are the months were students are adjusting to their classes and may have some papers and midterms �� Email was used a lot more often then in 2019 �� Many of the questions under 5 minutes were �� August and December have the least because we don’t have the whole month and usually those are direction question the months where students are starting/ wrapping things up. �� Research questions are mainly taken place between 5 �� As the semester progresses the question's decrease because students have learned to use the system -14 minute interactions on their own and they have found the different stations in the library �� Most of the questions asked are by students �� Students slowly began adjusting to video as a form of interaction as the semester goes on in 2020 �� Video was introduced as an option �� Most of the interactions were under 5 minutes �� Most of the questions asked are by students