Tele-Reference, Reference Services, Research and Information Services, Academic Libraries, COVID-19


At the University of Central Florida Libraries, a new alternative to traditional reference service was adopted during the COVID-19 pandemic as a remote solution for safely staffing the Research and Information Desk (RAID) at the John C. Hitt Library. Due to the challenges of a partial library reopening at the height of COVID-19 variant infection rates in Florida, a safe alternative to physically staffing RAID was conceived and coined “Tele-Reference.” Utilizing a Zoom institutional license and readily available work equipment with audio and video capabilities, the Tele-Reference service model was developed by our research and information services librarians. The implementation, challenges, assessment, and future directions of using Tele-Reference at the University of Central Florida Libraries, as well as possible applications at other institutions, are explored herein.

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Book Chapter

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Publisher's version


Creative Commons Attribution 4.0 International License
This work is licensed under a Creative Commons Attribution 4.0 International License.


Information Technologies & Resources


Orlando (Main) Campus


University Libraries



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