A marriage in community of people, workflows and practices: How Covid-19 pandemic propelled a blending of Inter-Library Loans and Reference Desk services at the Botswana International University of Science and Technology (BIUST)

Expo Center

The Covid 19 health protocols restrictions propelled BIUST library to adopt a multidimensional document delivery service that transcends beyond geographic boundaries. This descriptive narrative presents an innovative interweaving of workflows at BIUST library Reference Desk and the Inter-Library Loan (ILL) Services amidst the inherent digital divide and multiple copyrights related restrictions. Both the reference services and the ILL desk took up responsibilities of service administrations; user registration, orientation and instructional services; collection building and sharing; while also serving as the needed conduit with all types of stakeholders. The resultant net-lending service has not only transformed service processes but also enabled the identification and alignment of even subdued sub-categories of users and stakeholders with both scholarly workflows and the health protocols.