Keeping Close From a Distance: The Nazarbayev University Library's Contactless Curbside and Book Delivery Services Amidst the Pandemic

Introduction

There is no doubt that the COVID-19 pandemic has halted most if not all the activities globally including educational activities. This health crisis caused many educational institutions to suddenly embrace the potential of online learning as part of their crisis-response migration initiatives (Adedoyin & Soykan, 2020). With the use of the Internet as a mode of communication, instruction, and learning management, online learning has transformed the educational landscape in so many ways unthinkable (Weiland, 2020). And as an essential part of the educational landscape, libraries were no exception in such transformation. Even libraries have their online services in place in response to the changing demands of the time.

Although online learning can be done in either synchronous or asynchronous mode, it is indeed essential to understand that it has both benefits and limitations (Adedoyin & Soykan, 2022). Despite its benefits and long-time existence, narratives that online learning can still be considered as a “just-in-case” or “good-to-have” alternative rather than a “just-in-time” (Yap & Manabat, 2021, p. 172) or a “serious-mission” recourse to ensure continuous transfer of knowledge (Adedoyin & Soykan, 2020; Ribeiro, 2020) still exist. Following the global forced shutdown due to the pandemic, educational institutions were left with no choice but to adopt the online learning set-up and with that, forced libraries to be onboard to provide informational and scholarly support.

One such limitation of online learning faced by libraries is the use of print materials as a helpful resource for learning (Mashiyane & Molepo, 2021). Although most, if not all library materials are available online, a significant number of articles and books do not have any digital or electronic counterparts. These prompted libraries to think outside the box and still provide needed information despite limitations. As a response to this, libraries around the world implemented curbside pick-up and delivery services (Mashiyane & Molepo, 2021; International Federation of Library Associations and Institutions [IFLA], 2020) to minimize the risk while continuously answering the information requests from patrons. This service became an alternative and an extremely popular library service with many libraries offering such services by setting up a designated area to get the reserved or borrowed material without even entering the physical library (McMenemy, Robinson, & Ruthven, 2022; Real, 2021) and even considering keeping the service even after the pandemic (Real, 2021).

The pandemic paved the way for many libraries to be as innovative as possible in delivering library services. The physical closure of library doors did not stop the libraries in their mission, even making sure that physical library materials were made available when needed. While no one wants to experience another blow of a crisis again, it will always be worthwhile to note how libraries have proven themselves flexible in response to the changing needs of the time.

This study aims to document the curbside pick-up and book delivery service of the Nazarbayev University Library during the pandemic from Fall 2020 to Fall 2021. Specifically, the study intends:

• 1.

  To determine the effectiveness of the delivery service based on the perceptions of the respondents who have availed of the service during the said specified period;

• 2.

  To understand the challenges encountered by the library personnel regarding the implementation of the service; and

• 3.

  To identify strategies on how to improve the service based on the perceptions of both the patrons and the library personnel.