Lights, Camera, Action!: Library Video Tutorials for the Pandemic Era and Beyond
Presentation
1:00 PM - 1:45 PMWed
Pope
Customer Service
Presenters
George Tiong
Customer Service Experience
UC San Diego Library
When the COVID-19 pandemic struck, like libraries across the nation, the UC San Diego Library swiftly pivoted to helping users virtually. With the library doors closed and services reduced, questions poured in about how to access resources, from physical and electronic materials to study space. Our in-person interactions shifted into chat and email exchanges as users struggled to navigate a range of adapted services. While this strategy worked, it couldn't always replace the visual step-by-step instructions that we used to provide in person. Desperate times call for creative measures: we started producing a series of well-received video tutorials.