Library automation trends at City University of New York (CUNY): transforming face-to-face services into remote access during and post-pandemic − a case study of York College’s Library

Purpose This paper examines the transformation of York College Library’s services through automation before, during and after the COVID-19 pandemic. This paper aims to evaluate how automation tools such as Integrated Library Systems (ILS) and e-resource platforms facilitated the transition to remote services, while identifying challenges related to staff training, accessibility and digital engagement. By analyzing user feedback, operational data and automation trends, the study provides actionable insights for optimizing academic library services. The findings offer scalable recommendations to enhance service delivery, ensure inclusivity and strengthen the resilience of libraries in adapting to evolving educational demands in a post-pandemic landscape. Design/methodology/approach This study uses a mixed-methods approach to analyze York College Library’s automation trends across three phases: pre-pandemic, during the pandemic and post-pandemic. Quantitative data was collected through surveys and library usage statistics, measuring e-resource downloads and virtual reference inquiries. Qualitative insights were obtained via interviews with library staff and users, exploring challenges and the impact of automation systems on service delivery. The combined analysis provides a comprehensive understanding of the library’s transition to remote services, identifying key strengths and areas for improvement to inform future strategies for academic library operations. Findings This study revealed that York College Library’s pre-pandemic investment in automation tools, such as ILS and e-resource platforms, enabled a rapid shift to remote services during the COVID-19 pandemic. Virtual reference inquiries surged by 200%, and e-resource usage increased by 45%, demonstrating high user reliance on digital services. However, gaps in staff training and accessibility highlighted areas for improvement. Post-pandemic, the library adopted a hybrid model that blends physical and virtual services to meet diverse user needs. The findings underscore the importance of continuous professional development, robust digital infrastructure and accessibility-focused strategies to ensure resilient and inclusive library operations. Originality/value This paper provides a unique case study of York College Library’s transition to remote services during the COVID-19 pandemic, offering insights into how automation tools were leveraged to maintain academic support. It highlights the dual role of technology in enabling service continuity and exposing gaps in training and accessibility. By integrating user feedback, operational data and automation trends, the study offers actionable recommendations for libraries navigating post-pandemic challenges. Its focus on scalable solutions for hybrid service models, staff development and digital equity adds significant value to the evolving discourse on academic library automation and resilience in higher education.