FACES OF ACADEMIC LIBRARIANS IN THE NEW

NORMAL ENVIRONMENT

PSYCHOLOGY AND EDUCATION: A MULTIDISCIPLINARY JOURNAL

2023
Volume: 8
Pages: 1150-1175
Document ID: 2023PEMJ719
DOI: 10.5281/zenodo.7949222
Manuscript Accepted: 2023-17-5
Psych Educ, 2023, 8:1150-1175, Document ID:2023 PEMJ719, doi:10.5281/zenodo.7949222, ISSN 2822-4353
Research Article

Faces of Academic Librarians in the New Normal Environment

Gina May T. Daul*, Ida G. Tudy
For affiliations and correspondence, see the last page.
Abstract
The COVID-19 Pandemic was pronounced as public health emergency by the World Health
Organization early in March 2020. This leads academic librarians showcase different faces in
rendering library services in the new normal environment. The purpose of this study was to describe
the emerging roles and challenges encountered among academic librarians working in the new
normal. This study employed descriptive phenomenological research design. Eleven (11) licensed
academic librarians in an accredited higher education institution participated using Key Informant
Interview (KII). The data were analyzed using Colaizzi’s method. The result shows that academic
librarians emerging roles in this new normal environment are online programs/services
administrators, research support/instructional partners, and enforcers of health and safety measures.
Academic librarians encountered problems in accessibility, demands for ICT Skills in rendering
online library services, difficulties on the new normal library operations, and the users' demands. The
forms of support needed from fellow academic librarians and the academe, in general, are the Need
for Budget Allocation, Administrators Moral Support, Support for Professional Developments, and
Cooperations and Teamworks of their colleague. Ultimately, academic librarians strive to develop a
sense of flexibility and enhance their adaptability to the changes due to the Pandemic. The different
faces of academic librarians are labeled as reflections of what kind of an academic library an
accredited higher education institution has.

Keywords: emerging roles, academic librarians, library and information science,

phenomenological

Introduction services (Yuvaraj, 2020).

Earlier in March 2020, COVID-19 was pronounced as
a pandemic by the World Health Organization. It
placed the world stand still, wherein different sectors
like education have been affected. The pandemic crisis
leads academic librarians to re-organize and plan for
innovation of their services to continue serving their
clients. According to Cuaton (2020), COVID-19
pandemic caused a total transformation of all
institutions like education.
Academic librarians' roles before COVID-19
pandemic differ in terms of rendering library services
in which physical interaction has been limited or no
longer preferred. Other library services such as
document delivery services, referencing, library
materials circulation, and others have been
transformed to online or virtual form. According to
Sehar and Shahid (2020), librarians in all academic
library sectors wear many different hats and provide
numerous services to patrons during pandemic. During
pandemic, librarians served as educators and trainers
as they provide the latest trends, research, and
literature with information (Ali & Gatiti, 2020; Rao &
Babo, 2001). Also, librarians provide various types of
virtual and online services (Zach, 2011; Rafiq et al.,
2020; Anyanwu et al., 2020), through e-mail, text
messages and social media (Giustini, 2006),
information literacy, and online document delivery
Due to covid-19 pandemic, several library services are
delivered in different medium. Kaur, et al. (2020)
stated that in India, libraries have shut down physical
activities,. Thus, there is a need to allocate budget for
digital format, maintain social monitoring and keep
distance, document circulation policy. Surface
sanitization is the challenge encountered by the
libraries during pandemic. In Nigeria, inadequate
funding is considered a significant challenge in their
academic libraries (Anyanwu et al., 2020). However,
in the study of Liu et al. (2020) in China, 94% of
academic libraries shifted their services to partly and
fully online. This includes remote access and open
virtual references.
Academic librarians encountered challenges during the
pandemic in rendering online library services.
Anyanwu et al. (2020) revealed that poor network and
lack of ICT skills are the challenges encountered in
this pandemic in repositioning academic libraries for
effective services. Also, the study of Neog (2020)
stated that on rendering online library services, 25% of
the librarians pointed out that lack of high-speed
internet connection is one of the challenges they face.
Library staff experience frustration in their work due
to various problems in internet connection (Kasa &
Yusuf 2020).
In the Philippine context, as the researcher searched

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through websites about innovation of library services
and librarians' new normal roles, the following are
some of the services rendered in the new normal
among Colleges and Universities in the Philippines:
remote access to e-resources, virtual/online reference,
research support services, and electronic document
delivery services to their patrons.
In addition, the suspension of library services such as
the use of library space, facilities and equipment, and
close-to-walk-in clients during the pandemic was
imposed in Bulacan State University and UP Diliman.
Therefore, they developed new services like, outdoor
library book returns (OLIBOR) (Bulacan State
University, 2020), and Dropbox for book return and
Self-check-in Kiosk (UP Diliman, 2020) that enable
library users to return easily and safely the books
borrowed before lockdowns and facilitate returning of
borrowed books without violating health protocol.
Based on observation and preliminary interview
conducted to fellow academic librarians, the researcher
discovered that additional tasks or functions were
assigned to them. They were given teaching load, they
need to adopt skeletal workforce, and they need to
render online library services. Indeed, COVID-19
pandemic has an immense impact on the work of the
people in the academe. While there are studies and
findings globally about librarians' roles and challenges
during pandemic, it was observed that there is a
limited publication and formal study in the Philippine
context, specifically in the SOCCSKSARGEN Region.
Hence, what would be the faces of academic librarians
working in the new normal environment in terms of
their emerging roles and challenges encountered.
The literature gathered globally could also be true or
closely related to the experiences of the academic
lib rar ian s wo r k in g in the new n o rm al in
SOCCSKSARGEN region. Their experiences and
coping mechanism prompted the researcher to conduct
the study. It aimed to describe the faces and challenges
of the academic librarians working in the new normal
environment in the SOCCSKSARGEN Region.
Research Questions
1. What are the emerging roles of academic librarians
in the new normal?
2. What are the challenges encountered by the
academic librarians in the new normal environment?
3. What forms of support do academic librarians need
from other academic librarians and the academe in
general?
Daul & Tudy
Literature Review
This chapter discusses the review of related literature
and studies which are relevant to the topic. It contains
a discussion on the library services during pandemic,
the emerging roles of academic librarians in these
trying times, and the challenges encountered by the
academic librarians in this new normal environment.
Library Services During Pandemic
Libraries worldwide have promoted their access to
digital and online tools through remote access, such as
academic archives, e-resources like journals, theses,
and dissertations. Adil (2020) has emphasized the need
to deliver new service of models and technological
implications for libraries during COVID-19 pandemic
crisis. Because of that, all libraries have promoted their
digital services (Asif & Singh, 2020). According to
Walsh and Rana (2020), leveraging and expanding
existing online services and digital collections and
acquiring or building new research tools for scholars to
deploy are the University of Toronto libraries'
approaches since the COVID-19 pandemic changes
library operations. Increasing social networking sites
like Facebook, Twitter, Instagram, WhatsApp,
LinkedIn, YouTube, and Telegram are used to connect
and communicate with the patrons (Lobo & Dhuri
(2021).
In the Philippines, many academic libraries re-open
their library and offered a new normal library service.
In searching different library portals and web
page/sites of the different Colleges/Universities in the
Philippines, the following library services are being
rendered. Posted on the website of BulSU Library
(2020), they offer online book reviews (OBR) which is
designed to provide access to resources tailored to fit
the request by the library community. Also, UP Manila
Library (2020) posted on their library page the
following library services they offer; Online book
borrowing, remote access to electronic resources via
VPN, online reference services via chat, email and
Facebook, online instruction and orientations, and
document delivery services.
Library services in this time of crisis were converted
into electronic format. Compared before, the users
often relied on printed materials offered by the library.
According to Kletter (2021), many librarians believe
that spending changes during the pandemic will be
permanent, especially the increased focus on e-books
and digital materials. Du and Evans (2020) believe that
the academic library services intend to include training
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programs to enhance users' knowledge literacy and
help them find and use tools and other information.
The University of Santo Tomas, Miguel de Benavides
Library (2020) is new normal ready with online
services as posted in their webpage. They conduct
online library orientation to familiarize library users
and guide them to the new standard in the access and
use of electronic resources. To accomplish the goals,
libraries must be equipped with state-of-the-art
facilities, information communication systems, and
professional staff (Asif & Singh, 2020).
Even though other libraries go for physical closure,
like in India, libraries' physical interface has shut down
(Bhati & Kumar 2020). In his research study, Brown
(2020) stated that libraries in the United States of
America have closed their physical library buildings
and opened their digital doors for their patrons.
According to Bhati and Kumar (2020), to meet the
lockout requirements, many libraries worldwide offer
their collection digitally for convenient access, taking
advantage of electronic resources such as e-books and
e-journals, and other online programs by various
colleges. Moreover, BulSU Library and UP Diliman
Library, (2020) imposed suspension of library services
(use of library space, facilities, and equipment) and
closed to walk-in clients. Hence, Perrine (2020), in his
research paper, mentioned that the use of online
databases has gone up to 75 percent due to the closure
of libraries because COVID-19 pandemic and links of
these online digital platforms are being shared on their
institutional websites and other social media platform.
However, amidst different barriers faces by libraries
brought by the pandemic like physical closure, still
new normal library services were rendered. The BulSU
Library (2020) offer Outdoor Library Book Returns
(OLIBOR) which enables library users return easily
and safely the books borrowed prior to lockdown, and
facilitate the returning of borrowed books and library
materials without violating health protocols. UP Los
Banos Library (2020) also offers a new service to send
full text copies of requested documents using the
Selectiv e Di s sem in at io n of I n f o rm atio n
(SDI)/Literature Search Service (LSS). Moreover, UP
Diliman Library (2020) offers Dropbox for book
return and Self-check-in Kiosk which enables library
users to return easily and safely the books borrowed
before lockdowns and facilitate returning of borrowed
books without violating health protocol. Hence, in this
manner, the patrons will be notified by email or text
message when the materials are ready for pickup.
Over the years, libraries also used social media
platforms to provide information. It was mentioned in
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the investigation by Giustini (2006) that concerning
library services in a disaster is the role of social media,
which has been identified as an effective tool for
building knowledge and disseminating information in
the Web 2.0 era. Therefore, the study has supported
Asif and Singh's (2020) results which states that
significant efforts have also been made to improve
access to online and offline library services by
increasing the number of e-books/e-journals/CD-
DVDs, etc., to minimize the risk of virus transmission.
In the face of this abrupt transformation, LIS staff,
library associations, public libraries, university
libraries, and school libraries have engaged in various
actions to address the problem (Parvin, 2020).
Emerging Role of Librarians During Pandemic
Librarians are presently operating electronically in the
21st century and there is a changing role of
professional librarians in academic libraries (Adenike
& Raliat, 2020). Much more, with the emergence of
the pandemic in this era, the librarians' role has
changed to attain the needs of their patrons (Johnson
2020). According to the study of Lobo and Dhuri
(2021) COVID-19 pandemic played a positive role in
uplifting library professionals' digital and technical
knowledge. Various social media platforms broadened
their applications especially in disseminating
information to patrons (Verma 2015). In the
information age, librarians can be invaluable because
they play a unique and dynamic role in providing
simple access to reliable information. This can be done
by disseminating this information to users in
appropriate formats based on local user demands
(Okike, 2020).
In the current health crisis brought by COVID‐19, the
role of librarians has expanded significantly. The study
of Yuvaraj (2020) stated that librarians play crucial
roles in generating awareness, filtering fake
information, supporting researchers and faculty
members, and providing reference and documents.
This was supported by Ali and Gatiti's (2020) study
which stated that university librarians' role in this
emergency included raising awareness through public
health education, providing support to medical staff,
researchers, and providing ongoing traditional services
to regular library patrons. Ali and Gatiti (2020)
emphasized three dimensions of a librarian’s role. One
of these is fostering knowledge of public health by
generating and disseminating information on
preventive measures.
Library professionals have always been committed to
providing people with information. During the
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pandemic, they are finding new ways to support their
mission. The study of Rafiq et al. (2020) mentioned
that library professionals in the presence of pandemic
have been active in providing accessible digital
material, updating the library's website, uploading and
submitting books/articles, and responding to user
inquiries. Other responsibilities done by librarians
include online reference services through email, text
messages, social media, document delivery, and
information literacy (Anyanwu et al. 2020). They
mostly interacted with users by phone, WhatsApp, and
email, far from the norm before the pandemic. Others
are leading students and uploading videos to online
tutoring and practice services (Harris, 2020).
In the study of Featherstone et al. (2008), they
interviewed library professionals who had direct
experience with disaster response (such as post-
Hurricane Katrina and post-SARS pandemic).
Through this interview, they classified emergent roles
that these libraries played during the disaster. The
roles included institutional support - a command center
for activities supporting members of the community;
collection management – refers to the maintenance of
the collection throughout the disaster; information
dissemination - disseminate reliable information about
ongoing events; internal planners - provide support to
staff; community support – for emotional support and
distribute donations; government partners -
develop/distribute reports on an evolving situation;
educators and trainers - to curate information and
provide instruction for emergency responders; and
information community builders – to restore the
normal functioning of the library after the disaster.
These roles are all important for restoring the normal
functioning of the library after the pandemic.
As discussed in Featherstone et al. (2008), librarians'
roles following Hurricane Katrina may apply to the
ongoing situation of COVID-19. As noted in that
study, libraries and librarians in the wake of Katrina
served roles ranging from command centers for
community-wide efforts to information disseminators
that provide the most current and trustworthy
information to the public. This is supported by Ali and
Gatiti (2020) in their study. They emphasized three
dimensions of a librarian's role during pandemic. First
is the need to foster knowledge of public health by
having information dissemination on preventive
measures; second is to assist the research team,
researchers, and faculty in providing the latest trends,
research, and literature with information. Lastly is to
fulfill the core needs of regular users of libraries. Thus,
librarians have always been the best source of
information for sharing knowledge, teaching, and
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scientific research (Ishtiaq et al., 2020).
Also, Zach (2011) examined public libraries' responses
during the 2009 H1N1 pandemic. In his case study,
Zach noted that the librarian's contribution to the
pandemic is remarkable. The librarians provide
various types of virtual services to the users; such as,
teaching the user to verify the authenticity of the
websites posting news, providing online services like
virtual referencing, information services, referral
services, and etc.
Building correct work value could make librarians
achieve their goal in adpatig to their current situation.
With that, librarians' importance in academic
institutions will be valued. Gong (2018), in his
research, states that librarians must be required have
an adequate positive resource to cope with the changes
in the external environment and long-term working
pressure.
Challenges Encountered by Librarians in the New
Normal Environment
The American Library Association (2020) describes
library as a collection of resources curated by experts’
various formats. This offers access to targeted facilities
by providing digital and physical information and by
giving educational needs. In this new normal
environment, many libraries offer curbside pick-up of
requested materials. Such services assume that library
staff is in buildings and able to access collections.
Some libraries will mail materials to students and
patrons (Johnson, 2020).
Due to the COVID-19 pandemic, many library
services will get new gestures. Some challenges are
knocking at every door of libraries. One of the
challenges to consider is the problem with internet
connectivity especially in rendering online services in
this new normal. In his study, Pastor (2020) said that
most respondents have forecasted that they might face
issues with regard to internet. Most respondents are
worried about internet connectivity in the area. Since
rendering online services required internet
connectivity, Neog (2020) mentioned that library
services through social media during lockdown
experienced lack of high-speed internet connection.
Some library staff have experienced frustration in
learning to work due to various problems such as
inconsistent internet service providers (Kasa & Yusuf
2020).
Reiterating the challenges associated with the use of
technologies, the limitations of telecommunication
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infrastructure, such as the internet, were blamed by
Ajuwon and Popoola (2014). They cited that high
connection cost is an impediment to obtaining
sufficient international bandwidth. In the study about
internet connectivity in the Philippines, Salac and Kim
(2016) shows that the lack of competition in the
Internet connectivity market, among other reasons, is
at the root of the dilemma of slow and costly internet
connection. Thus, low internet speed and broadband
connections, particularly in small towns and villages,
maybe a major barrier to greater usage of university or
library portals as well as web-based library services
(Rafiq et al., 2021).
Libraries have stressed their online activities in this
new normal age to fill the gaps in accessing
technology (IFLA, 2020). However, both librarians
and users had several issues. According to the study of
Ali (2020), students and teachers work remotely and
face multiple challenges, including staff readiness,
trust, resource availability, connectivity, and
encouragement for learners. According to Neog
(2020), the difficulty faced by 50 percent of libraries is
a lack of official/policy guidelines. Lack of positive
attitude was identified as one of the obstacles faced by
25% of libraries in the survey when using social media
to deliver library services. When physical resources
are unavailable or constrained, the need to access and
use electronic resources may become more important.
Also, Gou, Liu, Bielefield, and Tharps (2020) stated in
their study that over 94% of academic libraries in
China shifted their service to partly or solely online.
Remote access includes free electronic tools, 24/7
open virtual references, and online deliverable
research support services. Print materials were altered
to e-books for convenience. In the same way,
Anyanwu et al. (2020) stated that poor network, poor
electricity supply, poor funding, and lack of ICT skills
are the challenges encountered by librarians and users
in this pandemic.
In addition, Samantha (2019) points out the problem of
re-opening libraries after an epidemic. For the first
time, many have experienced numerous changes, both
internal operations and the provision of services for
users that have had to be made within a short period.
Library staff worked from home, and there was a sense
of overburden because of 24/7 connectivity and
without any formal working policy addressing the new
working routines (Rafiq et al., 2021). The American
Library Association (2020) imposes an addition to new
policies. It includes more invasive screening
procedures such as temperature tests or medical
questionnaires and equal implementation of
procedures to all patrons, visitors, and other clienteles
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that can push back on these processes with planning
and security for all workers. Furthermore, the study
Kaur et al. (2020) revealed that shutting down of
physical library, new budget arrangement for digital,
social monitoring and distancing, document circulation
policy, and surface sanitization are the libraries'
challenges during the pandemic.
The evolution of technologies nowadays is essential.
Many web-technology tools such as Facebook, blogs,
and other social media sites have gained popularity
and help attain the same role during this COVID-19
pandemic. However, acquiring technologies as a trend
and considering essential in library services, one of
every institution's challenges in acquiring such
services is costly. The Study of Anyanwu et al. (2020)
mentioned inadequate funding is considered as one of
the major challenges in academic libraries in Nigeria.
This is supported by Frederick and Wolff-Rosenberg
(2020) when they claimed that pandemic's severe
financial consequences impact academic libraries, like
their parent institutions. Many libraries announce
substantial cuts across the budget lines for operations,
collections, and personnel. Another difficulty
encountered is the demand of users’ services. Despite
this, not all students are confident in their ability to use
various library search tools to get the information they
require. Off-campus access to e-resources complicates
things even further because it demands meticulous
configuration (Mehta & Wang, 2020).
The gathered literature shows that there are usual
experiences and challenges among librarians working
in the new normal environment. These are useful in the
current study to describe its emerging role and identify
the challenges gathered from the respondents. These
will also serve as background or bases to appropriately
and responsibly conduct the interview. The study of
Fernando and Jayasekera (2020) stated that the
prevailing COVID-19 pandemic had provided
academic librarians with an eye-opening lesson to
reconsider how they work and how they should plan
library's post-pandemic reopening.
Contributions of Academic Librarians
Library is the heart of every institution. In this time of
crisis, where the COVID-19 arises, academic librarians
make sure that they continually render library services
by all means, regardless on the support given from the
administrations, their fellow librarians and in the
academe in general. Meanwhile, librarians are making
the most of the resources available to them. As
mentioned in the study of Kletter (2020), Alisa Mills, a
librarian at North Middle School in Martinsburg, West
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Virginia, wrote, "The budget is limited, but it is
doable. It would be good to have enough to undertake
all of the library's essential tasks". In addition, 62.1%
of library staff conducted the various programs on
different library materials in order to make users
understand and increase the use of library services
virtually. It is not only conducted to advertise library
services and resources, but also to help users do things
accordingly (Ishtiaq etal., 2020).
The study of Petrowicz (2020) stated that the library
staff need to provide services to users off-campus by
letting them access to physical books, secure research
room, individual email, telephone, and online support,
and offering workshops online. The library staff
responds to online meetings with student and associate
faculty deans to keep users connected and managed the
connections via social media and the university's
website. Librarians are required to know how to use
new technologies, especially that they are integrated to
distance learning settings (Corbett & Brown, 2015).
Students are very active on social media, and librarians
have to take advantage of these platforms to connect
with them (Taylor & Francis, 2020).
In addition, Lobo and Dhuri (2021) claimed that
library professionals need to conduct webinars on
various topics, blogging, updating library websites,
uploading YouTube videos. These approaches must be
adopted to keep the users updated about the latest
services, trends, and practices. Librarians can make
available different E-contents, information links, and
their commitment to customer service (Bhati & Kumar
2020). Librarians also see their individual and
collective role of social and educational nature by
supporting a community member, countering fake
news and misinformation on the web, working to
reduce the digital divide in this pandemic and
organizing programs online (Rafiq et al., 2021).
One of the articles on School Library Journal of Yorio
(2021) stated that school librarians need to have
creative ways to serve students and teachers. The
capacity of librarians, who understand digital sources
and the subtleties of different ebook platforms, has
played an important curricular role for many schools.
According to Lobo and Dhuri (2021), 75% of
librarians acquired digital literacy skills were part of
webinars on various topics.
However, many educational institutions operate in this
new normal environment shifts in service have
required additional or reallocated resources. Among
others, libraries experience cutting of budget.
According to Frederick and Wolff-Eisenberg (2020),
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most libraries have experienced budget cuts in the
current academic year. There is great uncertainty about
longer-term financial recovery. Additionally,
according to Kletter (2020), some librarians have been
instructed by their school administration or district that
they can only spend this year on e-books. They can
spend their budget on circulating products, but the
restrictions for purchasing equipment, supplies, and
technology differ.
Certain individuals face numerous stressors and
struggle with physical and mental health concerns in
this new normal. The impact on morale, combined
with the risk to their health, has made librarians
question whether to remain in the profession or not.
Some libraries maintain morale and well-being in this
new normal environment. Some directors maintain a
sense of humor and draw energy from innovating.
Others are using employee assistance programs
(Freudenberger, 2021).
It is clearly shown in the related literature and studies
presented that in the new normal environment
innovative strategies were imposed in rendering
different library services. New normal library services
done online or virtually had become the trend in these
trying times. Also, different roles have been played by
the librarians during the pandemic. Academic
librarians, for instance, devised certain roles to become
effective in rendering online library services. Even
though they face some adversities in doing so, they are
still able to cope with those challenges and are able to
contribute success in the field of library profession.
They continuously offer services amidst pandemic.
Thus, the different faces of academic librarians are
vividly seen in performing their roles and reaching for
needed support from the academe. They will surely
lead every academic libraries to stand still no matter
what circumstances will come.
Methodology
This chapter explains and describes the process of the
conduct of the study. This shows the research design,
the selection of participants by consideration of
specific area, the setting where the study conducted,
the process of data gathering, and how data were
analyzed, and the ethical consideration that the study
put into action.
Research Design
This study employed a phenomenological approach.
Creswell and Poth (2017) stated that qualitative design
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is the best way to seek answers in dealing with
phenomenological problems and denote the
participant's individual experiences. It is done to know
and get a glimpse of particpants’ experiences. This
study discovered the librarians' lived experiences in
the new normal environment, particularly their
emerging roles and challenges.
Participants
The participants of the study were academic librarians
who are suitable for the set criteria. The participants
included in this study were eleven (11) licensed
academic librarians in an accredited Higher
Educational Institution in the SOCCSKSARGEN
Region. These academic librarians have been
rendering library services for at least (8) months
during the pandemic.
The following criteria were set to maintain the scope
and limitations of the study and to ensure that the data
gathered are recent and coming from the right and
reliable persons. The librarian's inclusion standard is
that he/she has at least eight months of experience as
an academic librarian working during the pandemic.
Further excluded, were the academic librarians in a
non-accredited institution, academic librarian working
outside SOCCSKSARGEN Region, schools and
public librarian, and librarians who are not rendering
any library services during the pandemic's emergence.
Sampling
I utilized a purposive sampling design. It is a technique
widely used in qualitative research to identify and
select information-rich cases for the most effective use
of limited resources (Patton, 2002). Robinson (2014)
describes purposive sampling as an intended selection
of information based on their ability to explain a
specific theme, concept, or phenomenon. Regularly, I
applied the purposive sampling technique to pick out
information from the informants based totally on
actual experiences described, particularly on the
challenges and coping strategies.
Purposive sampling is a functional and efficient tool
that can be used as effective and efficient method. The
participants have been chosen purposively based on
the inclusion and exclusion criteria.
Data Sources
The data gathered from the study was through Key
Informant Interview (KIIs). Kumar (1989) stated that
KII is mostly used in any country as a social science
research method because it is an easy way of gathering
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data. Since we are now in a new normal setting, online
interview was conducted. Salmon (2015) offers an
option for researching new and innovative ways using
technology, where interviews are synchronous, near
synchronous, and asynchronous.
Data Collection
Data has been gathered through the Key Informant
Interview (KII). Using KII is the most appropriate
method since the informants interviewed are directly
related to this phenomenological study.
The interview conducted was done through face-to-
face and virtual interviews based on the preference of
the respondents. During the actual interview, the
informed consent form has been given to the
participants for them to know the purpose of the study,
significant contribution, and confidentiality of the
participant. For the face-to-face interview, the
following health protocol was observed; Wearing of
facemask and face shield; keeping at least 1-meter
distance from each other; interviewed in the un-
crowded area; and disinfected hand and surfaces in the
interview area, and the interview was recorded via
phone recorder. On the conducted online interview
(synchronous and asynchronous), the researcher
utilized Google meet, Zoom, e-mail, and Facebook
Messenger Application.
The data collected from the KII has been used
responsively in this research. All the data gathered
were kept for safekeeping, confidentiality, and proper
disposal for 2-3 years. It will be permanently deleted
in the databases right after the years of safekeeping.
The interview allows the participants to understand the
importance of my research. It also allowed me to
describe their characteristics to have better
understanding on the participants’ challenges
encountered during new normal.
Data Analysis and Interpretation
In the data analysis and interpretation, I followed
Colaizzi's (1978) method. It offers personal insights in
presenting an auditable decision trail in a
phenomenological research study and explores issues
of rigor and trustworthiness. I used this method to
explore the lived experience of academic librarians
working in the new normal environment following the
seven steps in analyzing and interpreting research data.
The steps are as follows: Step 1 – I transcribed all the
narration in the recorded interview held in each
participant, Step 2- I read and re-read the transcript
and then identified significant statements that directly
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relate to the investigated phenomenon, Step 3 - I
attempts to formulate meanings for each identified
significant statement extracted from the participant’s
narratives, Step 4 – I assigned theme clusters into the
grouped of formulated meanings with similar type,
Step 5 – I developed a detailed description or synthesis
of everything generated in steps 1-4, Step 6 – I
identified the fundamental structure that revealed by
explication, and lastly Step 7 – I reached out all the
participants and sought verification by sending a letter
of member checking with an attachment of the
transcribed recorded interview, and secured
verification form as the validation of the data gathered.
By following these method and steps helped me
develop as sense of being responsible researcher in this
study.
Trustworthiness
The primary concerns of evaluating a qualitative
design are the same concerns that a qualitative
researcher must keep in mind as she/he engages in
designing and executing the study (Sampa, 2012). To
assess the study's trustworthiness, it must observe the
four general criteria set by Lincoln and Guba (1981):
credibility, transferability, dependability, and
confirmability.
Credibility. It shows that the trustworthiness is
established and all its data come from a reliable
source. According to Lincoln and Guba (1981),
credibility is the proposed criterion against which a
qualitative study's true value should be judged. I
established the credibility of the qualitative data
through member checking and participants
verification. Also, I can ensure that the cited resources
are current, scholarly, and reliable.
Transferability. I presented sufficient descriptive data
for comparisons to address problem transferability.
Also, it shows the flexibility of the study to be used in
other areas of study. Since I gathered data from
different sources and cited many findings, it shows
that the study is related to other library services and
academic librarians' experiences during the pandemic.
As Lincoln & Guba (1981) said: "It is, in summary,
not the naturalist's task to provide an index of
transferability; it is his or her responsibility to provide
the database that makes transferability judgments
possible on the part of potential appliers."
Dependability. It is the capability of supporting
claims that can be trusted. According to Cope (2014),
dependability refers to the constancy of the data over
similar conditions. It is a way of identifying whether
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the given supporting evidence is reliable or not. I made
sure that this study had a qualitative data that have the
characteristic of dependability by being a non-member
of the milieu of the participants which was their
workplaces. Also, this study could be the basis for
future preferences or researchers since I have included
detailed definitions and procedures.
Conformability. It is a degree of neutrality in the
research study’s findings. It will make it simpler to
understand that the finding will be based on the
participants' responses and not by any potential bias or
personal motivations of the researcher. Gasson (2004)
stated that conformability is based on the
acknowledgment that research is never objective. I
secured the qualitative data from being bias by
confirming that the data were solely from those
informants and the conditions of the research, and not
of other motivations and perspectives. This research
ensured that bias does not skew the interpretation of
what the research participants said to fit a certain
narrative.
Ethical Consideration
Since this phenomenological study dealt with the
participants' private and personal lives, it is essential to
consider the use of well-established ethical principles.
To secure the participants' identity, I did not expose
the participants' unnecessary data and personal
information. The ethical concerns that should be noted
are informed consent, anonymity, & confidentiality
(Gajjar 2013).
Informed Consent. Before there interviews were
conducted with the participants, consents were
presented and given to them. I explained the purpose
of the consent to the participants and tackled what is
written in it as to its benefits and risk, the risk
associated with participating in the study through the
conduct of face-to-face interview during the pandemic
on the possibility of acquiring COVID-19 virus. Thus,
the participant's response, whether to participate in the
study or not, has been respectably accepted.
Anonymity. No names of participants were revealed
to the readers. Instead of disseminating hints about the
participants' identities, I used code names to represent
their identity (Kaiser, 2009).
Confidentiality. I observed the Republic Act 10173 –
Data Privacy Act of 2012 in section 8 about
confidentiality. During the interview, I ensured that all
gathered information was kept confidential between
the participants and me. I also maintained the
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Table 1. Thematic map on the emerging roles of

confidentiality of the statements of the participants by academic librarians in the new normal environment
letting them sign the informed consent form. In fact,
their statements were used only for the purpose of this
study and that no information provided would be used
in any other way without prior written consent to the
participants. Upon the interview, I undertook a
reflexive approach in conducting it considering its
significant impact on the participants.

Results

This chapter deals with the results from the data

gathered under discussion. These are presented
according to the problem of the study. The answer to
the research questions results is divided into three
dimensions: the emerging roles of academic librarians
in the new normal environment, challenges
encountered by academic librarians in the new normal
environment, and the form of support needed from
fellow academic librarians and the academe in general.
Furthermore, a discussion on the acquired result in
each research question is presented. The limitation of
the study is further explained in this chapter, as well as
the implication of the study. The concluding remark
follows after that.

An in-depth interview was done with the eleven (11)

academic librarians to answer the research questions.
In this context, the informants were invited to share,
recount, and reflect their experiences upon their own
words and terms. Themes elicited from their answer
and sharing were analyzed in accordance with the
method of Colaizzi’s (1978) strategy of descriptive
qualitative phenomenology.

Emerging Roles of Academic Librarians in the New

Normal Environment

When the participants were asked about their emerging

roles in the new normal environment, three themes
emerged: Online Library Programs/Services
Administrators., Research Support/Instructional
Partners, and Enforcers of Health and Safety
Measures.

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Online Program/Services Administrators.
According to the study participants, having online
library services and utilizing online platforms and
institutional LMS in the new normal environment
make them an online library program/services
administrator. They manage the library's social media
account and other online platforms to render online
library services. One of the most common social media
accounts they manage is the Facebook application.
Aside from being a medium in rendering online library
services, academic librarians have been using social
media applications to communicate with their users,
post library updates, and answer users' queries.
Librarian 6 shared,
“We have a Facebook account of the graduate school
library that I manage, were in I answer user’s queries”
(Transcript 6, Page 1, Line 33-34)
In addition, other academic librarians use Facebook as
a social media platform to deliver library services in
this new normal like online book reservation and book
pick up. Librarian 7 shared:
“I have my Facebook account where in users can have
their quires about the books available and they can
reserve the book and pick it up in the library.”
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(Transcript 7, Page 1, 25-26)
Also, academic librarians utilized Facebook
application for posting library updates on the newly
acquired e-resources. Librarian 9 articulated:
“kanang mag update sa Facebook maam, kanang
every week dapat naa jud mi ma update bisag kanang
bag o na electronic resources lang na o mga journals
na kailangan na mo ma share sa among page para ma
inform namo ang mga user na naa mi aning mga ing-
ani na mga journals.” (We post updates to our
Facebook page weekly about our newly acquired or
downloaded electronic resources like e-journals.)
(Transcript 9, Page 2, Line 33-36)
Most of the academic librarians’ work in this new
normal environment was done online. Librarians
2,4,10 shared that they cater users’ queries and deliver
library services through online platforms like
Facebook, FB messenger and e-mail. Librarian 3
narrates:
“Most of our work were done online such as
answering online queries which was sent to us via
Facebook page, fb personal accounts and email.”
(Transcript 3, Page 1, Line 6-7)
Aside from that, academic librarians also handle other
online programs assigned to them like Schoology.
Librarian 5 shared:
“My designation here is, now I am the reserve area and
the circulation area librarian, and the schoology
account handler.” (Transcript 5, Page 1, Line 5-6)
Other Academic librarians are assigned to handle
queries and post updates using their University
Learning Management System which is Schoology.
Librarian 2 shared:
“so naa na assign na mga kauban to handle the
queries per day and then somebody was assign to
respond to text and call and somebody responsible for
the LMS, so I am the one who is posting sa LMS namo
for updates.” (We have fellow librarians assigned to
handle queries and responses through text and call,
even for the LMS, so I am the one who is assigned on
posting updates on the LMS.) (Transcript 2, Page 1,
Line 34-36)
Shifting of library services among participants from
traditional to virtual is the new task identified that
made academic librarians become online service
administrators. Librarian 2 narrated:
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“As an academic librarian and the new task, yun yong
shift into virtual or online na delivery of services that
we are given to the clients yun yong new task natin”
(As an academic librarian, shifting of the delivery of
services given to the clients into online or virtual is our
new task) (Transcript 2, Page, 2, Line 53-54)
Limitation of face-to-face interactions made a major
change in the work of the participants. Today, they
render services online. Librarian 1 stated:
“So ang major change jud maam mostly online na ang
amoang work kasi nga limited yung face to face
interactions hindi pwde makapasok ang tao sa school,
so yun ang changes ngayun na more online na yung
pinoprovide namin na services.” (The major change
in our work is mostly we provide services through
online because of the limited face-to-face interaction.)
(Transcript 1, Page 1, Line 13-15)
Rendering online library services in this new normal
environment enables participants to deliver online
library instructions and send information in digital
form to the users. Librarian 3 articulated:
“ We are also doing a library instruction or
demonstration online, and sending digital forms of
information to the clients.” (Transcript 3, Page 1, Line
7-8)
Also, participants arise with online document delivery
in rendering library services. The provision of online
resources through library portal has been part of the
online library services. Librarian 11 shared:
“We come up with online document delivery and
provision of online resources through our library
portal.” (Transcript 11, Page 1, Line 18-19)
Rendering online library services through different
online platforms is important for the users so they can
access and use library resources. Academic librarians
need to do this to satisfy users' information needs and
achieve their roles amidst this pandemic.
Research Support/ Instructional Partners.
Academic Librarians have seen the need to be more
responsive to the needs of the library users, especially
in this new normal environment, whether to the
students or faculty, either for research or instructional
needs in the online class. According to the participants,
in this new normal, their function in the research
aspect is tested in a sense that they are giving
maximum level of support to their users. They help
users look for reliable information for their researches,
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assignments, etc., and even give assistance to their
elderly colleagues in searching for instructional needs
that could be useful in their online classes. Librarian 8
shared:
“Primary na role sa isa ka academic librarian is to
help users sa research, in this new normal our
function in the research aspect is tested kay more on
we provide already some level, ky diba nay level tong,
we provide up to the maximum level of support
because since gani among the users having limited
access to the collection especially, books, books in the
shelves, pag tan-aw sa content of the book, we really
do that, because there is users man gud na
nanginahanglan sa content inside the book.”
(Primary role of an academic librarian is to help users
in the field of research, but in this new normal, our
function is the research aspect is tested, as we provide
up to the maximum level of support because of some
limitations like in the access of collection in book,
book on shelve, to the point that we literally scan the
contents books as some users needed the content inside
of the book) (Transcript 8, Page 1, Line 31-32)
One of the participants shared her realization as she
experienced being a researcher this pandemic.
Librarian 1 said:
“Ma describe nako this time of pandemic na medyo na
realize gyud nako na ang akoang role is a researcher
gyud” (I realized that in this time of pandemic my
role is being a researcher.) (Transcript 1, Page 1, Line
33-34)
In addition, one of the shared experiences of a
participant indicates how valuable academic librarians
are in this new normal in supporting students
researches as they focus or intensify the support in
doing research. They rendering library instructions in
the research subject. Librarian 7 narrated:
“In this new normal maam that naka focus jud mi
maam o mas na intensify namo ang pag support sa
research in our students like in face to face maam I
don’t know kung ku-an ani sa inyoha maam na like
dati the librarian is more papansin jud sa classes
especially sa research classes, library instruction mas
kita ang papansin like maam pa schedule mo o pa
conduct mo ug library blah… blah…. Blah… and some
pa jud sa teachers like hesitant pa sila, but now adays
maam in this new normal siguro maam sunod sunod
among library instruction in the research subject we
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do believed na ah ok so, mas Nakita na nila kung unsa
jud ka importante ang library karun especially sa
ilahang research needs.”
(In this new normal, we intensify our support to
students’ research. Unlike during face-to-face, we
experience being neglected in conducting library
instructions, especially in research classes. Nowadays,
we are happy to see that our users know the
importance of library, especially in their research
needs.) (Transcript 7, Page 1, Line 31-38)
Another participant narrated her experience in
assisting elderly colleagues in downloading videos and
other instructional materials needed for the online
class. Librarian 1 shared:
“Yung mga elderly nag papa-assist sila mag patulong
na mag download ng ganitong videos kasi nga online
na ngayon so pagnagtuturo sila kailangan yung mga
e-present nila sa klase online din so kailangan e
download din, e hindi naman sila masyado expert sa
pag download, sa paghanap ng mga online resources,
online videos.” (The elderly colleagues asked for
assistance in downloading a video that they will be
used for online class since they are not that expert in
using technology like downloading and searching for
online resources and videos.) (Transcript 1, Page 1,
Line 21-25)
The main role of academic librarians is to provide
reliable information that learners need. The library
became a source for providing important information
and other instructional materials to support teachers in
having content to discuss in their classes. Academic
librarians will always be dedicated to giving support in
the research output of students and the instructional
materials needed by the faculty.
Enforcers of Health and Safety Measures. The
emergent of the COVID-19 pandemic required all
academic institutions, especially those who cater to
face-to-face transactions, to follow the guidelines of
implementing health and safety protocol. As
experienced by some of the participants in rendering
library services inside the library, they became
implementer of health and safety measures. Librarian 7
shared:
“New task siguro maam especially in this pandemic,
ensuring the health protocol well implemented” (The
new task during the pandemic is the implementation of
health protocol.) (Transcript 7, Page 1, Line 15-16)
Daul & Tudy
Participants implemented health and safety protocol
such as; observing physical distancing among users,
wearing of face mask and faceshield, and requiring the
use of footbath upon entering library. Librarian 7
added on her experience:
“Although na as of this time close atoang library but
my mga limited services gihapon na like sa circulation
like the students or the user na mag pick up sa ilahang
libro na hiramon, so moadto japun sila sa library, so
we need to make sure na, from the foot bath down to
social distancing and then face mask as least ma
implement nato sa ilaha ang ano nato sa health
protocol.”
(Although as of this time our library is physically
closed, still there are limited services like on the
circulation, where there is a need for the user to go to
the library and pick up the borrowed book, so we make
sure that health protocol will be implemented, from
foot bath down to social distancing and wearing of
face mask.) (Transcript 7, Page 1, Line 17-21)
In other libraries, they strictly implement library
protocol such as requiring library users to process e-
pass form upon entering the library and even limiting
the number of students to enter the library per day.
Librarian 5 shared her experience.
“Karun grabi na istrikto na kaayo karun na nag abot na
ang pandemic, so bago sila makasulod naa silay mga e
pass form na gina pa register para makasulod sila diri
sa library, and then diri sa library only 10 students per
day lang ginapasulo”
(This pandemic, we strictly implement health
protocols upon entering library premises. We require
our users to register and process e-pass form before
entering the library. Also, only 10 students can only
enter the library per day.) (Transcript 5, Page 1, Line
12-14)
In ensuring the health and safety protocol on the
library materials borrowed by users, some academic
librarians performed additional task which is to
quarantine the books returned for a certain number of
days. Librarian 8 shared:
“The new task we do in this pandemic is the
quarantining of book upon return if dati pag uli diretso
na nato ibutang sa shelves, but for now in our case,
before namo xa ibutang sa shelves before ibalik, we
make sure that the books undergo a quarantine for 7
days.” (The new task we do in this pandemic is the
quarantining of books upon return. Before we would
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directly put the book on the shelves, but now we make

sure that the books undergo a quarantine period of
seven (7) days.) (Transcript 8, Page 1, Line 15-18)

Challenges Encountered by the Academic

Librarians in the New Normal Environment

Changes in the library also include challenges

encountered by an academic librarian in the new
normal environment. Academic librarians did
adjustments, especially in rendering the so-called “new
normal” library services. Based on the participants’
responses, the themes on the challenges encountered
by the academic librarians were identified.

Table 2. Thematic map on the challenges encountered

by the academic librarians in the new normal
environment

Problems on Accessibility. The access to electronic

resources and the use of the internet during the new
normal is considered an effective way for academic
librarians to deliver online library services to their
users. The academic librarians stated that there is a
problem with their internet connection and the access
to electronic resources is hindered. Librarian 6 said:

“I can say that one of the major problems that I have

encountered in rendering online services is the internet
connectivity.” (Transcript 6, Page 2, Line 63-64)

The same problem was encountered by most of the

academic librarians. Librarian 2 shared her experience
and said:

“One of the major problems we encountered in

rendering online services is the unstable or intermittent
internet connection.” (Transcript 2, Page 3, Line 102-
103)

Consequently, the problem on the internet connection

causes delay and of the delivery of online library
services. Librarian 4 shared:

“Pinakaproblema nga naexperience nko when it

comes sa pagrender ug services kay ang among
internet connection..very poor kaayo, naa pay time
nga madelay ang pagdeliver namo sa info ug service.”
(The biggest problem that we experience in rendering

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services is having a poor internet connection that
causes delays in the delivery of information and other
services.) (Transcript 4, Page 1, Line 29-31)
In addition, communication among users had also been
affected by the problem of the internet connection.
Librarian 5 shared:
“Dili gyud nato maiwasan na sa isa ka adlaw wala tay
internet connection dili ta maka contact and kis.a pud
delay ang pagdawat namo sa mga messages sa mga
request sa students namo, mao pud na kis.a kailangan
na sa ilang mga requirement nila so dili pud kami
kis.a maka provide kay tungod sa internet connection,
low kaayo”. (There really are times when there is no
connection on the internet in a day. It will cause delays
in receiving messages of the users request which will
affect the promptness catering their needs.) (Transcript
5, Page 2, Line 55-59)
Aside from that, the demand for massive, scholarly,
and reliable electronic resources in rendering online
library services during the new normal is essential.
Thus, some academic librarians also encountered
difficulty in conducting library instruction and
demonstrations on how to access available databases.
Librarian 3 shared:
“Another difficulty is on how we conduct library
instructions and demonstrations on how to access our
databases and in citing proper resources and
citations. Iba kasi tlga pag actual mo na ginademo
kesa online demonstration. Kasi pag actual demo,
students can ask questions and clarifications at hnd ka
na pabalik balik ng instruction lalo na if they are
doing their research and thesis.” (Another difficulty
is on how we conduct library instruction and
demonstration so users can access our databases. It is
different when you conduct demonstration using
online because in actual demonstrations students can
directly ask questions and clarifications especially if
they are doing their research and thesis.) (Transcript 3,
Page 2, Line 47-51)
Also, the availability of some electronic resources that
are not included in the library’s current subscription in
which users tend to search for other resources inside
the library which is also unavailable became a
challenge among participants. This is the experience
shared by librarian 2:
“The availability of E-resources, so not all needs of
clients are available on the current subscriptions or
resources of the library, so some clients are looking for
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materials which are currently not available in the
library so that one of the major problems.” (Transcript
2, Page 3, Line 104-107)
In addition, the need to provide reliable electronic
resources has increased. Librarian 4 confirmed:
“Ang pinakademand kaayo sa pagrender namo ug
services kay ang mga reliable electronic resources
required para sa mga research sa among clients.”
(The most in-demand service now is the provision of
reliable electronic resources for our clients’
researches.) (Transcript 4, Page 2, Line 45-46)
Demands for ICT Skills in rendering online library
services. The participants recognized the demands of
ICT skills that they think would fit this new normal
environment. As new normal library services were
rendered, one of the identified demands in rendering
online library services is their expertise in the use of
technology. Also, participants encountered hindering
factors, like difficulty in handling and delivering
online library requests and services that measure the
participants ICT skills. Librarian 6 narrated her
experience in identifying the demands in rendering
online library services:
“So the demands in rendering new library services in
this new normal is must have a fast internet
connection, so kailangan mabilis yung connection
natin sa library yung internet and also the expertise of
the librarian in using computers and information
technology then also the knowledge on how to deal
with users online.” (There is a need to have fast
internet conection in oorder to provide library services
to users. Also, ther is a need to have expertise in using
computers and ICT so they can deal the users online.)
(Transcript 6, Page 3, Line 85-87)
Aside from the demand of rendering library services,
there is also a need of having trainings on how to
manipulate online platforms. Librarin 3 shared:
“For me, as a librarian, we need to be properly
educated and trained especially on manipulating or
using online platforms para maka extend tayo ng mga
services natin sa mga clients.” (For me, as a librarian,
we need to be properly educated and trained especially
on manipulating or using online paltforms so we can
extend services to our clients.) (Transcsript 3, Page 2,
Line 70-72)
Also in rendering online library services in the new
normal environment, the demand of ICT skills is high.
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Most of the participants experienced difficulty in
rendering new normal library services especially via
online. Librarian 2 narrates her experiences among her
fellow academic librarians in delivering online
services:
“Another one is difficulty siguro for the staff handling
online request there are some staff who are not used to
the different platforms, social media platforms, or
LMS, especially in posting of information, hindi sila
ganun ka alam, although they know however you
cannot expect na agad agad nila ma perform because
they are also trying to familiarize the process.”
(Another difficulty is the handling of staff on the
online request. Some staff are not used to the different
platforms or LMS, especially in posting information.
They don’t have ideas. However, in the long run they
learn to perform it and familiarize the process.)
(Transcript 2, Page 3, Line 89-93)
It also developed technophobia among other academic
librarians as they experience difficulty in rendering
online library services. Librarian 2 shared:
“And there is this parang technophobia na experience
na hadlok mutandog sa facebook page kay basig
mawala” (There is this technophobia that is
experienced, that fear of opening the Facebook page
because some features in there might be gone.)
(Transcript 2, Page 2, Line 120 -121)
As experienced on the first month of rendering online
library services, participants encountered some
hindering factors. They realized that there is a need to
develop academic ICT skills. Librarian 3 shared:
“Hindering factor is, the adjustment and proper
training for effective delivering online library services
in the new normal and even proper knowledge on how
to manipulate online platforms.” (Transcript 3, Page 3,
Line 63-65)
Difficulties on New Normal Library Operations.
Changes in the library include the challenges
encountered by participants. The new normal
environment takes a total change in the library
operation. The transistion of some library operations
and services challenge the participants especially the
limitation of physical interactions among users and the
Skeletal Force scheduling and work from home status.
Librarian 1 shared:
“Karun na new normal kanang limited gyud ang
physical interaction so wala kay choice ikaw gyud mag
Daul & Tudy
search sa mga resources diri, kay diba ang
nakasanayan nato naa ta for students na mag-assist na
mangita ug libro, pero karun man gud murag ikaw
nalang gyud, ky naa man, mangita man pud gyud sila
ug printed resources.”
(In this new normal, the limitation of physical
interaction gives us no choice but to search library
resources at our own. Unlike from what we used to do,
there’s an assistance of student in looking for books.
As of now, we do book searching all by ourselves.)
(Transcript 1, Page 3, Line 73-77)
Also, participants need to have adjustments since
student library assistants are no longer present.
Librarian 2 shared:
“Yung tipong you render the service kayo lang ang
gagawa niyan wala kayong student library assistant,
kayo lang lahat mga professionals because hindi
allowed yung student assistant to enter the university,
so we really have parang ang laki noong adjustments
na ginawa natin. Siguro most college and universities
libraries who had been with the working students or
the student assistant for how many years we tend to
share responsibilities with the student assistant kasi,
so yan we have to adjust with the type of work
environment where we don’t have student assistant to
help us,” (When you render the services, theres no
student library assistant to help you because of the
limitation of physical interactions in the worlplace.
Colleges and Universities that used to have working
student for how many years and intend to share
responsibilities in the workplace really need to adjust
in the work environment.) (Transcript 2, Page 5, Line
159-164)
In addition, change in the workplace area like work
from home status and in skeletal force is another form
of difficulty encountered among participants in the
new normal library operations. Librarian 11
articulated:
“I experienced difficulty in rendering library services
because we were having a work from home schedule,
ee cannot easily go to the office to scan needed
documents.” (Transcript 11, Page 2, Line 41-43)
Also, adjustment from having a work from home
status like what participants experienced in the first
months of rendering library services during the
emergence of pandemic worried them on what library
operations would they do if they are scheduled in
skeletal force. They were worried on what library
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operations would they bring or do if they are they have
to work from home. This is the narration of Librarian 8
as she shared her adjustment working in the first
months of the pandemic.
“It became a concern kay kanang when we work from
home like for example we only work twice a week and
the rest of the week we are going to work from home
so for the adjustment is kato lang siya we have to
adjust what are works that we have to do where naa
mi sa library and and what are works na pwede namo
or kaya namo e work where naa mi sa balay.” (It
became a concern when we started working from
home. We only worked twice a week and the rest of
the days we were going to work from home. The
cahallenge is on determining the work to be done at
home and the work to be done in the library.)
(Transcript 8, Page 3, Line 96-101)
Challenges on User’s Demand. Not just among
participants have the problem encountered in using
technology as a method to access online library
services, even the users find it difficult also. It became
a challenge among participants on how to handle
users’ demands. Librarian 8 narrated her experience:
“Siguro major problem is there are users that you
really have to guide not only on the information na
ilang kinahanglan but also how to handle, how to use
technology because there is a gap jud, like halimbawa
you get some user na di kayo in ana ka hanas di kayo
hawud kayo mo gamit ug connection or technology na
ilaha nga sarili nga gadget.” (One of the major
problems is there are users that you really have to
guide not only on the information they need, but also
how to handle and use the technology. There could be
a gap in it, like for example you can encounter serving
users that are not well off in using gadget). (Transcript
8, Page 2, Line 54-57)
Another challenge among participants is the document
delivery. There is a need for them to see the necessity
of delivering the materials and the risk of its safety.
Librarian 7 shared:
“Siguro ma’am we have to evaluate or we really have
to judge nga need ni user vs. risk sa atuang resources
like we have the school users ma’am na need kaayo
nila ang resources, need kaayo nila ang material but
naa sila sa lagyong dapit and they ask na kung pwede
ipadala through LBC or whatsoever.” (Maybe we
have to evaluate our users' need against the risk of our
library materials; example, our school users need
Daul & Tudy
library material, but they are far from the school and
they ask for document delivery services via couriers
and other delivery agency.) (Transcript 7, Page 64-72)
Among participants who encountered changes in the
library operation also experience challenges in serving
library users' needs, behaviors, and attitudes. Librarian
6 shared:
“So meron kasing mga users na pag online kasi, for
example sa facebook mag chat, kailangan ah, meron
mga users na parang demanding sila or parang iba
yung behavior so kailangan din yung patience para ma
render parin natin yung service ng library” (There
are users who are so demanding and the approach is
not good. Thus, patience is needed to render service to
these kinds of clients.) (Transcript 6, Page 3, Line 78-
81)
In addition, the attitude of users towards the distance
of the services being rendered in the library in the new
normal became a hindering factor. Librarian 8 shared:
“The user's attitude towards the distance of the service
can really either hinder or help the process, kay there
are users who are open nga e guide nimo sila, open
sila e guide and there are some users also they're
closeminded like gusto nila maghatag lang sila ug isa
ka key word nga gihatag na nimo sa ilaha ang whole
research nila” (The users’ attitude towards the
distance of the services can really either hinder or help
the process. There are users who are open to be
guided, but ther are some users that are closeminded.
They just give you the key word of what they needed
and expect that you can give to them the whole
research that they need.) (Transcript 8, Page 2, Line
67-71)
Forms of Support Needed from Academic
Librarians and the Academe in General.
In these trying times, where COVID-19 pandemic is
continually spreading and threatening, everyone’s
work I affected. Any form of support will help
academic librarians to constantly render library
services amidst pandemic. Participants' experience in
the workplace identifies the following forms of
support needed from the fellow academic librarians
and the academe in general. The forms of support
needed are the following: Need for Budget Allocation,
Administrators Moral Support, Support for
Professional Development, and Cooperation and
Teamwork.
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Table 3. Thematic map on the forms of support needed
from other academic librarians and the academe in
general
Need for Budget Allocation. To continually give
services to library users, participants needed the
administrator's moral and financial support. The
administrator is the one who can stand beside the
participants in which they could give the sources
needed, like budget for libraries development and
operations as well as the professional growth among
Daul & Tudy
their employees. To effectively render new normal
library services during the pandemic, participants
mostly identified financial support needed from the
administration. Librarian 1 shared:
“So para effective na ma render namo ang library
services karung new normal syempre kailangan naa
jud mi online resources, therefore kailangan namo ug
financial support sa amuang administration ug of
course technological support pud no. Kay kung wala
ang ilahang, kung dili sila mag approved sa amuang
request, like budget to subscribe for additional data
bases dili gyud maging effective ang amuang online
library services” (So to effectively render library
services in this new normal, we need online resources,
that is why we need financial support from our
administration and technological support. Because if
they don’t approve our request, like budget for the
additional subscription of online databases, there will
be a tendency that our online library services will not
be effective.) (Transcript 1, Page 3, Line 102-104)
In addition, to support the online library services,
participants needed budget proposal in acquiring
materials, subscription of e-resources and machines for
digitization of library materials. Librarian 6 shared:
“So kailangan magkaroon tayo ng proposal in
acquiring materials, yung mga electronic resources
and yung mga materials or machines na kailangan
para ma digitize yung mga books natin sa library para
maging accessible na siya sa mga users.” (We need to
have a budget proposal in acquiring materials, such
aselectronic resources and machines to be used in
digitization of library materials to become accessbile
to users.) (Transcript 6, Page 4, Line 106-108)
Also, financial support is needed among participants as
they have to purchase some necessary things that are
not included in the budget proposal before the
pandemic. As librarian 2 shared:
“Number 1 is financial support because for now there
are some necessary things that we need to purchase na
wala na apil sa budget proposal and kumbaga parang
if they are willing to support us financially there is no
way na we cannot render our services accordingly”
(Number 1 is financial support because for now there
are some necessary things that we need to purchase
that were not included in the budget proposal. This
means that if the administrators are willing to support
us financially, there is no way that we cannot render
our services accordingly.) (Transcript 2, Page 6, Line
208-211)
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In a technological aspect, among participants, they
also identify technical support needed from the
administrators, like additional funds to purchase types
of technological equipment needed. Librarian 11
identified the support she needs:
“Increase of budget for equipment needed in the
library services in the new normal, like acquisition of
computer sets with printer and scanner, laptop, book
sanitizer equipment and mostly increase of internet
band width” (Transcripton 11, Page 2, Line 49-51)
In addition, participants also needed budget allocation
in purchasing of additional subscription of e-resources
and strong bandwidth of internet connections that
could be offered to the library clients as part of the
new normal library services. Librarian 3 shared:
“I think in this new normal way of rendering library
services, we really need a support of the school
administrators especially allocating funds for the
additional purchase or subscription to electronic
resources that we can offer to the library clients. Also,
the support of having a strong connectivity or
additional bandwidth and stable internet connection.”
(Transcript 3, Page 3, Line 94-98)
Administrators Moral Support. Aside from financial
support, participants also identified another one
needed from their administrators and this is moral
support. They believe that moral support and
acknowledgment could motivate and inspire them to
render library services in this new normal environment
effectively. Librarian 8 shared:
“I guess the moral support and acknowledgement is
enough kay as in dili man pud mi maka ingun na sige
ma’am dugangi ang amuang sweldo, we cannot do
that, the moral support and good acknowledgement is
more than enough not only good enough but it’s a big
thing gyud siya ma’am for us to do good.” (I guess the
moral support and acknowledgement is enough
because we cannot demand for an increase of our
salary, we cannot do that, the moral support and good
acknowledgement is more than enough not only good
enough but it’s a big thing for us to do good.)
(Transcript 8, Page 4, Line 140-144)
In addition, participants mentioned that they also
needed motivation from thier unit head in order to
create unique library service. Librarin 1 shared:
“And of course for the head, in this trying time we
need her motivations no, motivation na makabuhat mig
mga gwapo nga online services” (In thess trying
Daul & Tudy
times, we need the motivation of our unit head,
motivation to create unique online services.)
(Transcript 1, Page 4, Line 111-112)
Also, participants needed the support of their library
heads and administrators in giving suggestions on how
to improve library services and appreciation in all the
efforts done.Librarian 3 shared:
“So I need the support through the suggestions from
the library head as well as the dean on how to improve
my services in the new normal. I also need
appreciation in all my efforts for me to be motivated.”
(Transcript 3, Page 4, Line 117-119)
Aside from the suggestions and appreciations, the
support of the library head in addressing raised
concerns to the higher administrators is one of the
needed form of support identified by some of the
participants. Librarian 11 shared:
“We need from our library head to endorse our
proposal to the chancellor for approval.” (Transcipt 11,
Page 2, Line 54)
Also, the identified support needed by some of the
participants from their administrators has to do with
moral and psychological. Librarian 2 shared:
“Moral is kumbaga somebody feels depress or
anxious, naa ka to carry on, naa man gud uban na pag
depress or anxious siya dili siya maka move on sa
iyang trabaho, mangita siyag laing way na mulikay
likay sa trabaho kanang murag, personally kasi naka
experience ko na once anxious or depress ang tao
mulikay siya sa iyang trabaho and then they will be
doing other things kanang murag mu lukso lukso ng
trabaho ba dili siya diri-diretso.”
(Moral support, because when somebody is depressed
or anxious, you should be there to carry on. Some, if
they are depressed, would not be productive at work.
As I observed, when a person is depressed or anxious,
s/she will find a way to avoid working and it will
affect the flow of the work.) (Librarian 2, Page 7, Line
260-264)
Support for Pro fessio na l Dev elo pm ent
(Trainings/Webinars/Conference). Professional
Development is mostly needed by the participants in
this new normal. They need their administrator to
support them in their training/webinars and other
conferences that could boost the role of being
academic librarians so that they could be able to render
the new normal library services effectively. Being
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professionally developed makes participants uphold
their duty and responsibility as effective information
professional. Librarian 1 shared:
“Kailangan pud namo ug time ang opportunity na ma
develop ang among skills, like supportahan mi niya in
attending webinars, supportahan mi niya hatagan mig
time na mag practice aning mga bag.ong online
services, hatagan mig time na maka training ana, so
mao na among support na among kailangan ma’am.”
(We need time to develop our skills like we need
support in attending webinars, giving us time to
practice the new online library services, and time to
train.) (Transcript 1, Page 4, Line 112-116)
Also, in terms of professional development, some
participants shared their needed support from the
professional organization, either local or national.
Librarian 6 stated:
“So I think we need support from the organization of
librarians local or national through the webinars so in
that way we can gain more knowledge and bright ideas
of other libraries on how they render services in the
new normal and we can apply the learning on our
libraries.” (Transcript 6, Page 5, Line 139-142)
Other participants confirmed that professional
development like webinars provided by the institution
or organization is what they needed in this new
normal. Librarian 8 shared:
“As an academic librarian professional development,
we are really into dapat, dapat gyud naa ta ana, naka
attend ta ug seminar, so webinars, trainings and mga
ingun ana and such.” (As an academic librarian, we
realy need professional development.We need to have
those things like attending seminars, webinars, and
trainings that will help as develop professionally.)
(Transcript 8, Page 6, Line 206-207)
Another professional development needed among
participants is educational development. Some said
that they need financial support from their
administrator to proceed in their masters. Librarian 4
shared:
“Administration’s support para sa continuing
development namo like pagskwela ug masteral”.
(Administrator’s support for our continuing
development like taking masters degree.) (Transcript
4, Page 3, Line 76-77)
Cooperation and Teamwork. Another form of
support needed by participants is the reinforcement
Daul & Tudy
from their fellow librarians in the workplace. In this
pandemic, where many things have changed,
everybody needs a helping hand for the library
operations and services. Most of the participants
mentioned that they need their colleague's full
cooperation and teamwork to effectively render library
services in this new normal environment. Librarian 1
shared:
“Kanang I want ano gud kanang that everybody
should work on developing the services, that
everybody will give the same amount of effort in
developing the services, in rendering the service, so
teamwork ma’am”. (I want everybody should work on
developing the services, that everybody will give the
same amount of effort in developing services, in
rendering the services, so teamwork is needed.)
(Transcript1, Page 4, Line 120-122)
Some participants also need their fellow librarian's
cooperation and willingness to render library services.
Librarian 3 shared:
“I think the cooperation and willingness in rendering
services in the new normal. Hindi yong isa or dalawa
lang sa amin ang palaging naga answer or nagacater
ng mga inquiries ng mga clients lalo na sa online or sa
aming Facebook page”. (I think the cooperation and
willingness in rendering services in the new normal
[are needed]. It should not just be one or two among us
who will always answer or cater inquiries of the clients
especially in our Facebook page.) (Transcript 3, Page
4, Line 110-112)
Further, it was articulated by some participants that if
there are cooperation and teamwork, effective library
services will be delivered to the clients. Librarian 5
shared:
“Kami na mismo ang gatabanganay ‘kumbaga pa naa
nay teamwork’, teamwork gid kami example may
problem sa taas sa index daghan man kaayo dira,
ginatabangan gyud namo na, actionan gyud dayun
namo kung unsa may himuon, wala kami ga ingun nga
ga idja-idja na trabaho.” (We ourselves help each
ther, we have this so called teamwork. We are really
working as a theam, if there is a problem in the index
above, we really help each other in fixing it. We
promptly address the problem and we do it as a team.)
(Transcript 5, Page 5, Line 149-153)
The same experience was shared the by participants in
having cooperation among fellow librarians. They help
their fellow academic librarians in delivering services
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to their clients. Librarian 8 stated:
“So in our kanang sa library is the coordination and
the cooperation of each one of us since kanang the big
help para sa whatever service not only library
instruction kay diba we have, si maam sa circulation
section and si sir mo provide ug kanang grabi gyud na
siya mo answer ug kanang online services halimbawa
kanang mga inquires usahay kanang ang iba may
library instruction ang iba nay lain gi trabaho ma
biyaan naman gyud ang amuang chat box so happy
nalang pud mi nan aa miy mga kauban nga they have
the initiative to operate.” (In our library, there is
coordination and cooperation in each one. Though
each of us has certain tasks to do, one is assigned in
circulation and another one is in another section and
there is a tendency that our online service will be left
behind, but because we help each other, those who are
vacant will be the ones who will attend the queries in
the social media. Our colleauges have initiative to
cooperate.) (Transcript 8, Page 5, Line 170-176)
Discussion
This study aimed to describe the emerging roles and
challenges encountered among academic librarians
working in the new normal environment. Licensed
academic librarians had been the focus of my research.
The result of the study explored the lived experiences
of the academic librarians in the new normal
environment. Specifically, it aimed to describe the
emerging roles, challenges encountered, and the form
of support needed of the academic librarians and the
academe in general amidst the pandemic.
From the data gathered, five themes emerged as the
description of the emerging role of academic librarians
in the new normal environment. They were Online
Services/Program Administrators, Research
Support/Instructional Partners, and Enforcers of Health
and Safety Measures. Moreover, Problems on
Accessibility, Demands on ICT Skills in Rendering
Online Library Services, Difficulties in New Normal
Library Operations, and Challenges on User’s Demand
were the themes that arose on the challenges
encountered in the new normal environment.
Furthermore, a Need for Budget Allocation, Moral
Support from the Administrators, Support for
Professional Development, and Cooperation and
Teamwork emerged as themes for the forms of support
needed by academic librarians from the fellow
academic librarian and the academe in general.
Daul & Tudy
The study found that academic librarians in the
SOCCSKSARGEN Region employed traditional and
innovative library services to render new normal
library services effectively. As a result, academic
librarians manage social media accounts, specifically
the Facebook Application. They become Schoology
Account Handler, which is the college/university LMS
to answer users’ online queries, post library updates,
and even utilizes the platforms to deliver online library
services like online book quires and reservation.
Based on the result, utilizing online platforms and
managing social media account and LMS enabled
participants to become online program/services
administrators in this new normal. According to Lobo
and Dhuri (2021) COVID-19 pandemic positively
uplifted library professionals’ digital and technical
knowledge. The use of various social media platforms
broadened in disseminating information to patrons
(Verma, 2015). It was the same with the study of Zach
(2011) during the 2009 H1N1 pandemic. He stated that
librarian's responses during a pandemic are
remarkable, where the librarian provides various types
of virtual services to the users - such as teaching the
user to verify the authenticity of the websites posting
news, providing online services like virtual
referencing, information services, referral services, etc.
The current health crisis brought by COVID-19
pandemic lead academic librarians to render online
library services. They deliver most of the information
through online platforms like Facebook and e-mail.
Even traditional services like book borrowing are
converted into online document delivery. This was
confirmed by Anyanwu, Ogbonna, and Nwaigwe
(2020) that library professionals in the presence of
pandemic have been active in providing online
reference services, services through e-mail, text
messages, social media (Giustini, 2006), document
delivery, and information literacy (Yuvaraj, 2020).
Academic librarians also performed personal scanning
of printed materials available to convert them into
digital form to serve their users with the information
needed. These implications were confirmed by Adil
(2020) when he emphasized the new service models
and technological implications for libraries during
COVID-19 pandemic crisis.
Furthermore, the role of becoming research support or
instructional partners remains functional among
academic librarians in this new normal environment.
Mo st of the a c a d e m i c l i b r a r i a n s in the
SOCCSKSARGEN Region rendered library services
that support users' research and instructional materials
for online classes. They help students by giving them
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reliable information through electronic resources.
Some say that they intensify their support by focusing
on students' research by providing online library
instructions. This is similar to the result of the study of
Yuvaraj (2020) which mentioned that librarians play
crucial roles in generating awareness, filtering fake
information, supporting researchers and faculty
members, and providing reference and document
delivery services.
Further, this is supported by Ali and Gatitis (2020)
who stated that one of the three dimensions of
librarians' role during a pandemic is to assist the
research team, researchers, and faculty in providing
the latest trends, research, and literature with
information. At the same time, librarians have always
been the best source of information for sharing,
knowledge, teaching, and scientific research (Sehar &
Shahid 2020).
COVID-19 pandemic continually affects the current
library services rendered among academic librarians.
Delivering library services effectively during a
pandemic takes a lot of extra precautions to be
followed. As the result of the study, Enforcers of
Health and Safety Measures have been described as
one of the emerging roles of academic librarians in the
new normal environment. Proper health and safety
protocol has been implemented and followed on their
libraries, such as foot bathing, observing social
distancing, wearing face mask and face shield.
Also, some libraries in the region limit the number of
students allowed to enter the library in a day and they
require e-pass form. This practice is similar to the
findings of the study of Asif and Singh’s (2020) which
states that significant efforts have also been made to
improve access to online and offline library services to
minimize the risk of virus transmission. Also, the
results revealed that participants quarantined all the
book returns before putting them back on shelves to
sanitize. The study of Asif and Singh (2020)
confirmed that some libraries have placed a waiting
period (quarantine) for the issuance/return of books.
As to the challenges encountered among academic
librarians in the new normal environment, the result
shows that one of the challenges encountered by the
participants is the problems with accessibility.
Participants describe the problems encountered in the
accessibility of the internet connection. Since most
participants rendered online library services nowadays,
they rely on their internet connection in their
workplace, which became a challenge. The slow to no
internet connection causes delays in delivering online
Daul & Tudy
library services, such as delays in the queries
responses. It was confirmed in the study of Neog
(2020) that the library services through social media
during lockdown has been hindered. 25% of the
libraries pointed out that lack of high-speed internet
connection is the challenged they face.
Aside from the internet connection, accessibility to
electronic resources is also one of the problems
encountered among academic librarians in the Region
due to COVID-19 pandemic. They rendered mostly
electronic resources among the information needed by
their users due to the limitation of face-to-face
interaction and physical closure of some libraries in
the SOCCSKSARGEN Region. However, the poor
connection of the internet, in which these electronic
resources will be accessible, challenges the librarians.
In the same vein, Anyanwu et al. (2020) stated that
poor network is one of the problems encountered in
this pandemic. This is supported by the study of Bhati
and Kumar (2020) which mentioned that to meet the
lockout requirements, many libraries worldwide offer
their collection digitally for convenient access.
Further, participants take advantage of electronic
resources such as e-books, e-journals and other online
programs. Subscription of electronic resources and
online databases is considered the main source of
information rendered by academic librarians in the
SOCCSKSARGEN Region. However, the demand for
it due to its cost and others have a limitation on the
accessibility. This was confirmed by the study of Liu,
Bielefield, and Tharps (2020) which mentioned that
over 94% of academic libraries in China shifted their
service emphasis to partly or fully remotely online.
This includes remote access, free electronic tools, and
online deliverable research support services where
print materials were altered to e-books for
convenience.
The second theme of the challenges encountered by
the academic librarians in this new normal is the
demand for ICT Skills in rendering online library
services. Librarians are presently operating
electronically in this 21st century and there is a
changing role of professional librarians in academic
libraries (Raliat & Adenike, 2020). As the result of the
study, academic librarians’ expertise in rendering
online library services became a demand in this new
normal. However, participants' lack of ICT skills
became a hindering factor that affects the delivery of
online services.
Some informants experience difficulty in handling an
online request, especially when it comes to utilizing or
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managing online platforms. Some participants also
experience technophobia. It was confirmed in the
study of Ali (2020) that students and teachers work
remotely and face multiple challenges, including staff
readiness, trust, resource availability, and connectivity.
In the same vein, Anyanwu et al. (2020) stated that
poor network, poor electricity supply, poor funding,
and lack of ICT skills are challenges encountered in
this pandemic.
In addition to the academic librarians’ challenges, they
planned to re-open libraries to operate remotely. Many
have experienced difficulty, especially in the internal
operations and the provision of services for users. One
of the informants described that physical interactions
in the workplace developed adversity on the library
operations. Due to limited face-to-face interaction,
participants had no choice but to personally look for
the available resources inside the library without the
assistance of students as well as the absence of student
library assistance that used to shared responsibility in
doing library operations.
Also, adjustment and difficulty in the new work status,
such as work from home status and the skeletal
workforce's schedule challenged the participants in the
new normal library operations. Hence, the individual
resiliency theory of Van Breda (2001) reflects the
abilities of participants to rise above adversity in the
workplace and even in the newly imposed policies.
Aside from the difficulty in the new normal library
operations, users' challenges in rendering library
services are another encountered challenge faced by
the participants. As a result, there is a gap in assessing
users’ needs toward participants and the accessibility
of information. Moreover, evaluating users’ needs
against the risk of library materials upon document
delivery services is considered a challenge. According
to the study of Mehta and Wang (2020) off-campus
access to e-resources complicates things even further
because it demands meticulous configuration.
According to Neog (2020) the difficulty faced by 50
percent of libraries is a lack of official/policy
guidelines and lack of positive attitude of users.
Having this result on the demands of users in
rendering library services will be a good basis for
other libraries as they planned for the re-opening of
their library activities. Furthermore, the study of
Fernando and Jayasekera (2020) stated that the
prevailing COVID-19 pandemic had provided
academic librarians with an eye-opening lesson to
reconsider how they work and how they should plan
the library's post-pandemic reopening.
Daul & Tudy
Aside from their emerging roles and challenges
encountered in the new normal environment, I am able
to source out data on the forms of support they needed
from their fellow academic librarians and in the
academe in general. They all identified the needs for
budget allocation, moral support, and professional
development support from their administrators.
The need for financial support refers to the approval
of their request for the purchases of new equipment
like computer sets, printer/scanner, upgrading of
internet bandwidths, and the subscription of online
databases for electronic resources that are needed in
rendering online library services in these times of
pandemic. According to the study of Asif and Singh
(2020), since libraries have promoted their digital
services during the pandemic, they must be equipped
with state-of-the-art facilities, information
communication systems, and professional staff. Hence,
Kletter's (2020) study shows that their school
administration or district has instructed some librarians
only to spend this year on e-books. They can spend
their budget on circulating products, but the
purchasing of equipment, supplies, and technology
restrictions differ. This study confirmed that academic
librarians truly needed bigger budget allocation in
rendering library services effectively in this time of the
pandemic.
In addition, moral support is also described as one of
the forms of assistance needed by academic librarians
from their administrators. Informants identified some
support given to them by their administrators, such as
giving them a self-care day and even acknowledging
them for the effort they make. Hence, other
participants described those motivations,
acknowledgment and support in addressing their raised
concerns to the higher administrators. They need to
create unique online services and improve other library
services. Also, appreciation for their effort is described
as their need to render effective library services
continually. Psychological support is also mentioned
as their need because of the effect of the pandemic that
causes stress and anxiety that affect the psychological
aspect of academic librarians. Based on the conclusion
of Freudenberger (2021) for libraries to maintain the
morale and well-being of their employees in this new
normal environment, some directors support the need
to establishing a healthy and friendly environment.
Another form of support needed by academic
librarians in this new normal environment is about
their professional development. Academic librarians in
the SOCCKSARGEN Region need time and
opportunity to develop their skills. Webinars and
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Research Article
training, and an avenue to practice the newly acquired
library services in rendering online library services are
needed. Lobo and Dhuri (2021) articulated that
webinars played a crucial role in educating librarians.
Majority of the librarians acquired digital literacy
skills by taking part in webinars on various topics. As
suggested in the study of Shaikh (2019) there is a need
to provide training opportunities to library
p ro fes s io n al s. The study con f irm ed that
webinar/training and other professional development
activities are needed to improve their ICT skills. With
this, it will help them cope with the challenges and
demands in rendering online library services.
In addition, the support needed by academic librarians
from their fellow academic librarians is cooperation
and teamwork. It was found that there is a need among
academic librarians for teamwork and cooperation
from their colleagues in rendering library services
effectively. Moreover, the mechanism of academic
librarians to help like sharing their knowledge and
expertise in ICT help them improve their competencies
of being effective academic librarians. Based on the
suggestions of Kasa and Yusuf (2020) creativity and
collaboration ease the unforeseen barriers such as the
one created by COVID-19. This is connected to the
findings of Temiz & Lakshmi (2020) which mentioned
that collaboration with other actors is important in
response to the ongoing COVID-19 spread.
Conclusion
This study provided a different perspective on the
emerging roles of academic librarians in the new
normal environment. Despite the challenges
encountered, there is a need for information. Providing
information access to users is a social responsibility of
the libraries and academic librarians. In this crisis due
to the COVID-19 pandemic, academic librarians in
SOCCKSARGEN Region became an Online
Programs/Services Administrators, Research
Support/Instructional Partners and Enforcer of Health
and Safety Measures by extending their support to
their users in providing online library services and
dissemination of information using both traditional
and online services and observing risk issues that
brought by the pandemic.
However, there are challenges they faced as they
continually render library services in the new normal
environment. The problem of accessibility, demand on
ICT Skills, difficulty in new normal library operations,
and users' challenges are the adversity they
Daul & Tudy
encountered. Thus, the forms of support are being
described in rendering library services during this
pandemic effectively: the need for Budget Allocation,
Moral Support from the Administrators, Support for
Professional Development, and Teamwork and
Collaboration.
Eventually, academic librarians strive to develop a
sense of flexibility and enhance their adaptability to
the changes due to the pandemic. Their different faces
academic librarians are labeled as a reflection of what
kind of a library a higher education institution has.
Maintaining the positive image they have gained from
rendering online library services amidst pandemics
make them become innovative, creative, and effective
in delivering library services. Thus, this could also
help other library professionals working in private and
government institutions by adopting their emerging
roles and taking steps in all adversities of becoming
effective academic librarians.
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Local Government Unit – Philippines
Yuvaraj, M. (2020). Global responses of health science librarians to
Ida G. Tudy, PhD
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