The purpose of this study is to examine the relationship between librarians' perception of the difficulty of patron consultations and a variety of factors that characterize these interactions in the context of an academic library at a large public university The study also provides insight into how changes in library service operations due to the global COVID-19 pandemic have affected the perceived difficulty of library consultations Data samples were drawn from a LibInsight dataset and limited to consultations from Fall 2019 and Spring 2020 (N = 3331) Statistical analysis was conducted using ordinal logistic regression to quantify the relationship between perceptions of difficulty and factors indicating pre/post-COVID-19 modifications, patron type, scheduling, question format, library department, consultation duration, semester, and campus Most notably, results indicate a statistically significant (p < 0 001) increase in the perceived difficulty of consultations that followed the closure of the library's physical spaces due to COVID-19, even when controlling for other factors in multiple model formulations These results, as well as insights pertaining to other factors associated with library consultations and perceptions of difficulty, have implications for how librarians frame, understand, and manage their workloads Additionally, findings may provide library service managers with the evidence needed to better coordinate and evaluate library services

中文翻译：

---

图书馆咨询和全球大流行：跨多个因素分析 COVID-19 期间的咨询困难

本研究的目的是检查图书馆员对顾客咨询困难的看法与在一所大型公立大学的学术图书馆背景下表征这些互动的各种因素之间的关系。研究还提供了关于如何变化的见解。由于全球 COVID-19 大流行，图书馆服务运营影响了图书馆咨询的感知难度 数据样本来自 LibInsight 数据集，仅限于 2019 年秋季和 2020 年春季的咨询（N = 3331） 使用序数逻辑回归进行统计分析量化难度感知与表明 COVID-19 前后修改、顾客类型、日程安排、问题格式、图书馆部门、咨询持续时间、学期的因素之间的关系，和校园 最值得注意的是，结果表明，由于 COVID-19 导致图书馆物理空间关闭，即使在控制多个模型公式中的其他因素的情况下，感知的咨询难度也显着增加 (p < 0 001) 这些结果以及与图书馆咨询相关的其他因素和对困难的看法有关的见解，对图书馆员如何构建、理解和管理他们的工作量有影响 此外，调查结果可能为图书馆服务经理提供更好地协调和评估图书馆服务所需的证据即使在控制多个模型公式中的其他因素时，这些结果，以及与图书馆咨询和困难感知相关的其他因素有关的见解，对图书馆员如何构建、理解和管理他们的工作量也有影响 此外，调查结果可能会提供图书馆服务管理人员拥有更好地协调和评估图书馆服务所需的证据即使在控制多个模型公式中的其他因素时，这些结果，以及与图书馆咨询和困难感知相关的其他因素有关的见解，对图书馆员如何构建、理解和管理他们的工作量也有影响 此外，调查结果可能会提供图书馆服务管理人员拥有更好地协调和评估图书馆服务所需的证据