Innovative adaptations and challenges in academic library reference services amid the COVID-19 pandemic: a systematic review

Purpose This study aims to examine how libraries adjusted during the COVID-19 pandemic. It highlights new strategies and the challenges they encountered while maintaining services running smoothly. Design/methodology/approach This study adhered to the Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines to ensure a systematic and repeatable literature review. The study used the Web of Science, PubMed and ScienceDirect databases to identify relevant, peer-reviewed articles in English published from January 1, 2020 to September 25, 2024. The study set clear inclusion and exclusion criteria before commencing this search. After thorough screening, the authors identified 22 studies that met the criteria and included them. Findings The review highlights the libraries maintained their educational missions while quickly adjusting by using digital tools and enhancing virtual reference services. Libraries used social media, video conferencing and virtual chat platforms to address user needs effectively. Key adjustments included providing 24/7 virtual support, using platforms like Zoom and Microsoft Teams, and developing personalized research assistance. The study also identifies significant challenges, such as technological limitations, increased workloads and disparities in digital access. It underscores the urgent need for strong infrastructure and comprehensive staff training. Originality/value This study looks closely at how libraries demonstrated resilience and creativity during the COVID-19 pandemic. It highlights the importance of constant investment in digital tools to respond to shifting user needs and offers practical advice for emergency preparedness. These insights are especially useful for policymakers and library leaders engaged in planning.