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TL;DR
Phase 3 corresponded to the period when the physical library space was closed to the public, with services available only by phone and email.
Journal of the Medical Library Association : JMLA · 3 authors, 3 centres
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Phase 3 corresponded to the period when the physical library space was closed to the public, with services available only by phone and email.
Phase 3 corresponded to the period when the physical library space was closed to the public, with services available only by phone and email. Health information requests declined from 1,011 in Phase 2 to 341 in Phase 3, a 66.27% decrease. Walk-in requests dropped from 555 to 40, while phone and email requests remained relatively steady. The total number of all interactions, including non-health-information inquiries, fell from 4,207 in Phase 2 to 547 in Phase 3. The authors attribute the decline to loss of the physical space and note that patrons may lack internet access or awareness of remote services. Limitations include the single-center design and inability to identify repeat users.