This event will be streamed via Facebook Live!

Olivia Given Castello & Jackie Sipes
Temple University Libraries

When Temple University’s library buildings closed early in the pandemic, Temple Libraries staff saw an opportunity to enhance our virtual reference services and keep the library "open" virtually even though access to our physical materials was suddenly cut off. We established a new service, Get Help Finding a Digital Copy (GHFDC), that connected users to library staff who could help them find digital copies of inaccessible physical items. GHFDC has since become a permanent and valued part of our service offerings. “Get help finding a digital copy” is a request option on physical item records in our library catalog. It uses OpenURL to pre-fill item metadata in a LibWizard form that submits the request to our email reference team in LibAnswers. A team member attempts to find an accessible digital copy of the item and responds to the user. We use LibAnswers quality of service data to keep track of user feedback on the GHFDC service, and maintain a curated list of reusable answers to help staff answer GHFDC requests quickly and consistently. Throughout abrupt shifts in campus operations our popular service has helped users get access to resources they need quickly, for free, and without having to travel to the library, and has helped keep library staff-user relationships engaged during times of potential disconnection. This presentation will describe the technical details, and demonstrate the backend LibWizard and LibAnswers setup, that underlie this service.