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COVID-19 Pandemic and Virtual Information Services

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.