LIBRARY ONLINE SERVICES DURING COVID-19: THE EXPERIENCE OF LIBRARIES IN CROATIA AND UKRAINE

Abstract

The purpose of the article is to identify activities in providing online services during forced quarantine on the example of public libraries’ activities in Croatia and university libraries in Ukraine. The study aimed to identify, analyse, and characterise online services offered by libraries to establish remote customer service during the forced quarantine. The results of the study are presented in three sections. The first analyses the work of Croatian public libraries; the second, presents the experience of Ukrainian libraries; in the third, there is the case of the Scientific Library of Kyiv National University of Culture and Arts is displayed. The scientific novelty of the article is to identify practices for providing online services by libraries in Croatia and Ukraine during the COVID‑19 pandemic. The study shows that Croatian public librarians, as well as Ukrainian librarians, have demonstrated they can quickly adapt and use digital technologies on behalf of their supporters. Libraries went from developing imaginative practices to create online spaces in a matter of weeks. The result was a massive amount of produced content like workshops for children and adults; streamings of online events, organisation of virtual exhibitions, and collecting verified reference sources for research and learning. Another one of the impacts of this crisis was the accelerated development of digital library services, including online membership registration and the acquisition of e-books by public libraries. Public response was more significant than ever, including following, commenting, and sharing digital content created or shared by public libraries. The study found that the challenges of the COVID‑19 pandemic have intensified the digitisation of Ukrainian libraries and led to changes in activities. University libraries quickly adapted to remote work, offering their users a variety of remote services. The authors hope that the considered practices will contribute to disseminating better experience of libraries during quarantine in general and online services in remote maintenance in particular.