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Change Management Webinar Series - Delivering Services in a Pandemic



Whether working remotely, on-site or in some hybrid form, information organizations and institutions found that many basic services had to be managed and delivered in new and different forms. From providing remote support to customers, to delivering seamless online access to content, to meeting the needs of scattered students and faculty, everyone’s workflows had to be adapted. Standard access services that are normally taken for granted had to be rethought. This webinar will address what these changes meant for all those who provide information services of any sort. 

Confirmed participants in this event include: 

  • Scott Anderson, Information Systems Librarian and Associate Professor, Millersville University
  • Michael S. Fitts, Assistant Dean for User Access & Diversity, University of Alabama - Birmingham
  • Carrie Forbes, Associate Dean for Student and Scholar Services, University of Denver Libraries
  • Chris Freeland, Director of Open Libraries, The Internet Archive

Note: In response to the recent circumstances surrounding COVID-19, NISO understand that staff at an increasing number of organizations are now working remotely. During this unique situation, we are allowing registrants to share the sign-on instructions with your colleagues so that they may join the broadcast directly, irrespective of where they are located.

Event Sessions

Roundtable Discussion


Scott Anderson

Associate Professor & Information Systems Librarian
Millersville University

Michael S. Fitts

Assistant Dean for User Access & Diversity
University of Alabama at Birmingham (UAB Libraries)

Carrie Forbes

Associate Dean for Student and Scholar Services
University of Denver

Moderated by Todd Carpenter, Executive Director, NISO

Discussion during this Roundtable explored the following: 

What adaptations needed to be introduced in order to continue to properly serve your communities? How much time was devoted to planning or thinking about logistics?

Did you or your institution conduct surveys of your user communities in determining what service adaptations might be required? 

Were you asked to expand support to outside communities (local school districts, as an example) or to non-traditional user populations in any way?

What kinds of adaptations did faculty need for the services you provided to them? Did those differ from adaptations required by undergraduates or graduate students? 

How did you address the needs arising for those working in different fields (humanities vs. STM)?

In what ways might your library have felt a need to shift its purchasing or acquisition practices?  Were your licensing practices re-visited, perhaps with regard to simultaneous users or other practices?

In what ways did your library feel it might need to shift or adapt lending policies?

To what degree are the adaptations that you’ve introduced going to be permanent, post-pandemic? 

What are your priorities moving forward with regard to delivering services?

Additional Information

  • NOTE: Members of NISO automatically received sign-on credentials for this event as a member benefit. There is no need to register for the recording. Check your institutional membership status here.

  • Registrants will receive detailed instructions about accessing the archived recording within one business day. Due to the widespread use of spam blockers, filters, out of office messages, etc., we ask that you contact the NISO office at if you do not receive these instructions in a timely fashion. This recording access is only to be used by the registrant's organization.

  • Speaker presentation slides are posted to this event webpage following the live broadcast.

For Online Events

  • You will need a computer in order to view the broadcast; audio should feed through your device’s speaker or attached headset.

  • If you have questions or concerns regarding this registration, please contact NISO headquarters via email to We appreciate your interest and hope that you will gain valuable insight from our speakers.