When the Doors Close: Promoting Academic Library Services in a Remote Environment through Strategic Storytelling

Abstract

During times of upheaval, storytelling can become a bridge to establish organizational trust and convey essential service information. When the doors to the University of British Columbia Library’s physical branches closed in March 2020, the work performed by librarians and library staff across campus didn’t stop—instead, it pivoted, shifted and expanded. UBC Library's Communications & Marketing team created a three-part story series to strategically draw the focus of the wider campus community to promote these new and adapted services and reinforce the library’s essential role in research, teaching and learning. Using this series as a case study, this article explores how to craft and pitch a compelling academic library services story.