The University of Michigan, Ann Arbor had embraced service design and design thinking, but the pandemic-induced campus transition enabled staff to innovate differently. Many services transitioned to virtual options but some onsite library services reopened for Fall 2020. Library employees created a new service model to accommodate request…

Student employees fulfill an essential role at all academic libraries, but budget and staffing cuts have made student work even more imperative at small, public institutions. This article examines a reference service redesign at Adams State University through the lens of the student circulation employees. Student employee feedback was directly…