Reinventing Virtual Reference Services during a Period of Crisis: Decisions that Help Us Move Forward

This article focuses on providing virtual reference services at the MCPHS University Libraries as a response to the physical space closing due to the COVID-19 pandemic. The study emphasizes the importance of interdepartmental collaboration between all library staff members, and highlights important enhancements implemented to successfully meet the growing demand for live chat services and research consultations. Enhancements include expanding online chat hours, offering individualized virtual reference sessions, and integrating Zoom functionality into LibAnswers platform. Extensive data findings allowed for critical decision-making about eliminating the reference desk on one of the campuses, training student workers, and scheduling library staff for virtual services.