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Since 2016, UOW Library staff have been engaged in developing a culture of agility, strong digital literacy, and experimental exploration as part of the Future-Ready Library and the Thriving Digital Library strategies. This culture enabled the trial and implementation of a proactive chat widget at University of Wollongong Library prior to the COVID-19 pandemic. Qualitative and quantitative data show how valuable proactive chat was to the students and staff at UOW during a period of high uncertainty. Pro-active chat achieved the goal of equitable provision of resources to library users at a time when visitor and travel rules restricted physical access to UOW Library buildings and on-site staff. The pandemic has been declared over, however, UOW Library continues to utilise proactive chat and to build upon and expand its functionality. The lessons learned during the COVID-19 pandemic have shown that to withstand and succeed in the face of continued change to the provision of services in the GLAM sector, the attributes of agility and flexibility as well as strong and ongoing growth in digital literacy skills are vital. [ABSTRACT FROM AUTHOR]

This article follows up on two previously published studies regarding the incorporation of student feedback amid the COVID-19 pandemic. It builds on the model of embracing user experience, focusing on how library employees and patrons felt about the health safety protocols in place during Fall 2021. Analyzing both surveys from employees and patrons, the findings indicated that both groups felt safe in the library. This article recommends that when library decision-makers are in doubt about policies and practices, they should consult with the groups directly affected, and demonstrates the importance of ensuring stakeholders feel heard and can contribute to decision-making. [ABSTRACT FROM AUTHOR]

This column article discusses the state of people with disabilities who work in libraries in conjunction with the Covid pandemic, and the return to working on site. Also discussed is how accessibility changed in libraries because of the pandemic and the shut downs that occurred before vaccination. This article asks administrators to consider several issues including the difference between compliance with the Americans with Disabilities Act and accessibility, compassionate care for library employees and patrons, boundary setting, and embracing change. [ABSTRACT FROM AUTHOR]

As a community hub, libraries and their patrons were impacted by the social distancing, closures, and health-related restrictions brought about by the COVID-19 pandemic. This study explored one library system's changing needs during the pandemic, both from the patrons' point of view as well as from the perspective of library staff. A number of themes are identified, which can assist library administrators with adjusting to the needs of their constituents post-pandemic and inform future resource planning in library systems. Implications and limitations are also discussed. [ABSTRACT FROM AUTHOR]