Abstract
The study was carried out to explore the experiences of frontline library staff and users during the COVID-19 pandemic. With the unprecedented nature of the pandemic, institutions, including universities, have found means of staying afloat through the use of technology to offer services virtually. Makerere University rolled out an emergency program for online, distance, and e-learning, and the library has been supporting learning and research, since March 2020. The chapter sought to find out the experiences of library staff at the forefront and users in order to understand how online information services can be enhanced and retooled to support eLearning. Structured telephone interviews were conducted, and findings show virtual services that have been rendered to staff, students, and researchers as well as challenges. Challenges included equipment, poor infrastructure, and data costs. The university has signed up with major service providers to alleviate some of the handicaps to learners' virtual experiences.
TopBackground Of Makerere University Library
Makerere University Library is an academic library that emerged in 1949 from a small tutor’s library that was housed in the then Makerere University Main administration building. Later, the Library was constructed using funds from the British government. Situated at Makerere Main Campus, the first wing of the Library was later opened in 1959 by Her Majesty, the Queen of England. This building could then accommodate 270 users from a student’s body of 750 with 40 staff. It had 120,000 volumes of books and periodicals. This translated to 1:160 student book ratio and 4 sq. ft per student which was much higher than the current NCHE 1:40 book ratio and 2.5 sq. ft per student. The Main Library has been extended three times, 1962, 1972 and 2006 to an area of 12,000 sq meters with a sitting capacity of 3,980. There are also ten college libraries.
The Library provides services to approximately 30,000 users (Makerere students, over 1000 Makerere staff and external researchers). It serves as an academic library, National reference library, National legal depository for all works published in, on Uganda and by Ugandans, including Government Publications. It is also a depository for the United Nations and other related bodies publications. ICT facilities in the main and college libraries include, over 300 computers for students and staff, discussion rooms, research and learning commons, Power point room, multi-media unit, music digital archive of Ugandan music, a training unit, computer lab and other equipment for people with disabilities, as well as a mothers room. The Library provides a variety of services that include reference and information services, binding, photocopying, ICT and training, digitization, Document delivery services, Reading and study space, current awareness and selective dissemination of Information (SDI). Ordinarily, Makerere University library operates a hybrid system of services with a mix of print and electronic resources and an annual budget of approximately US$ 650,000, including grants.
Key Terms in this Chapter
Remote Access: This refers to access to library resources off campus or outside the University campus network. Since institutions had been closed, the only possible access avenue was through remote access.
Libhub: This google-like software provides a single interface to search all the databases Makerere university library subscribes to.
Virtual Services: Electronic Information services provided electronically. These include access to data bases, e-reference services through email and social media platforms (Whatsapp, Twitter, and Facebook), e-training, electronic document delivery, and technical assistance.
EZProxy: This refers to a webproxy server that provides access to proprietary information resources to legitimate library users outside the (Makerere) university computer network.
MUELE: Makerere University electronic learning environment. This is Moodle based electronic platform for online learning in Makerere University.
NCHE: Broadly refers to the National council for higher education. This is a body that licenses and regulates all higher education institutions in Uganda
Embedded Librarianship: A concept where librarians and information professionals integrating deeply into user communities to both understand their needs as well as providing prompt support (Dewey, 2008). In the case of the online learning environment in Makerere university, librarians would be deeply embedded in the online platform together with teaching staff and they would have to tailored online information literacy course, e-reference services and other online support.
Frontline Library Staff: Makerere university employees who have provided essential library and information services to support ongoing research, (minimal) online teaching and other administrative duties during the pandemic period. They include professional library and ICT staff.
(E)DDS: Electronic document delivery, the practice of sourcing resources electronically, mainly articles and book chapters, that are not readily available from existing subscriptions, from partner institutions under mutually agreeable terms. This service does not include interlibrary loans.
ODeL: Online, distance and electronic learning.