The provision of academic library services and resources to remote clients during the COVID-19 pandemic in the Gauteng Province, South Africa

Offering information resources to remote clients during the COVID-19 pandemic was crucial in supporting higher education activities such as teaching, learning, and research activities. The study investigated the provision of information resources to remote clients in higher education (HE) environments in South Africa during the COVID-19 pandemic. The focus of the research was on determining the information resources and services provided to remote clients by HE academic libraries; and the strategies academic librarians could employ to improve the ability of remote clients to access information resources during that period. This study aimed to propose a framework that can be used by academic libraries to provide information resources to their clients in the midst of any situational crisis (like the COVID-19 pandemic) that might intend to hinder service delivery. The objectives of this study were: to determine the information resources and services rendered to remote clients by the higher- education academic libraries; to examine the academic librarians’ support of information technology application; to determine the new library and information services introduced as part of managing COVID-19 restrictions; to identify the training strategies that higher-education academic libraries employed to improve the ability of remote clients to access information resources during the COVID-19 pandemic; to determine ways in which improved access to services and resources can be offered to remote clients in the higher- education environment; to identify the challenges encountered by academic librarians regarding the provision of information services to remote clients during the COVID-19 pandemic; and to develop a framework that will assist academic libraries operating in an online education environment to ensure that remote clients' information needs are met. The study employed a pragmatism research paradigm, using a mixed-methods approach through an explanatory sequential design to collect data using a questionnaire (primary data collection tool); and interviews to confirm, supplement and validate the questionnaire findings. The research targeted academic librarians working in HE environments in Gauteng province, South Africa. As a result, online questionnaire was emailed to the three participating libraries (the University of South Africa, the University of the Witwatersrand and the University of Johannesburg) in Gauteng Province of South Africa, whereby 82 responses were received. Based on the responses of the 82 respondents, three (3) line managers from each participating academic libraries were interviewed to confirm, validate and supplement information received from the academic librarians through the questionnaire. Gauteng province was selected as it includes the highest number of HEIs per province in South Africa. The conceptual framework anchoring the study related to the Situational Crisis Communication Theory (SCCT) and the Standards for Distance Learning Library Services (SDLLS), which were aligned to assist in understanding the provision of information resources to remote clients. Findings revealed that the COVID-19 pandemic had caused academic librarians in Gauteng province to change their traditional methods of providing information resources to remote clients. The critical responsibilities of academic librarians changed to offering online services relevant to catering to the needs of remote clients through email and other forms of social media engagement. The mode of training also changed, with undergraduate and postgraduate students having to be trained in the use of library services and resources through Zoom, Microsoft Teams, Skype, Webinar, Webcast, library websites, designated students’ email and social media. The study also revealed that limited access to data, requests from clients after library hours and the emotional pressure of supporting a vast array of clients with different needs all impacted the ability of academic librarians to offer services to remote clients during the pandemic.