Social and Behavioral Sciences Commons^™

Improvisation In Improbable Times: Pivoting To A Tele-Reference Service Model, Sandy Avila, Richard Harrison, Sarah A. Norris, Min Tong

Faculty Scholarship and Creative Works

Presented at the CALA Southeast and Southwest Chapter Joint Online Conference on May, 7, 2021.

This presentation is going to introduce an innovative reference service model – Tele-Reference, which was developed and implemented by the University of Central Florida (UCF) Libraries throughout the COVID-19 pandemic. Continuity of service throughout the public health crisis has been critical to aid library users in their research and scholarly endeavors. By employing the Tele-Reference model, UCF Libraries has been able to provide a safe alternative to in-person reference desk service while adhering to health and safety requirements set forth by the University and the …