Universities across the world are still working out which changes made during the pandemic should stay and which should fade away. A new study, published in ISPCE Bulletin, from Centro Escolar University in Manila offers a rare, detailed look at exactly this question, tracking how students and staff used academic support services over three years as campus life shifted from lockdown restrictions to a hybrid model of learning.
The research examined library usage data collected between 2022 and 2024, covering everything from traditional book borrowing to virtual reference services. Rather than relying on a single snapshot, the study followed five consecutive semesters, allowing researchers to see how habits evolved as pandemic restrictions eased and campus life gradually returned to normal.
One of the clearest findings was the enduring popularity of the Virtual Help Desk, a digital service that let students ask questions and get assistance without visiting the library in person. Even as restrictions lifted and physical access returned, this service remained consistently well used throughout the entire study period, suggesting that many students had grown to prefer digital support rather than simply tolerating it out of necessity during lockdown.
Physical book borrowing told a different story. Rather than declining steadily as digital habits took hold, in person circulation actually surged sharply towards the end of the study period, with borrowing numbers reaching their highest point by late 2024. The researchers suggest this indicates printed resources remain genuinely valued once academic routines stabilise, rather than being permanently replaced by online alternatives.
The study also highlighted noticeable differences between academic departments. Students studying science, technology and dentistry consistently made the heaviest use of library services, both physical and digital, while other departments engaged far less frequently. The researchers believe this reflects how deeply library resources are built into the coursework and research expectations of particular subjects, rather than simply showing which students are more willing to seek help.
Specialist collections, such as dental reference materials and postgraduate theses, showed more unpredictable patterns of use, rising and falling in ways that seemed tied to assignment deadlines and research timelines rather than any steady trend. This variability points to the importance of looking closely at individual departments rather than relying on overall averages when judging how well support services are working.
Taken together, the findings suggest that modern university libraries have evolved into flexible, hybrid support systems capable of meeting different needs through different channels at different times. Rather than one modality replacing another, digital and physical services appear to be settling into complementary roles.
The researchers argue that these insights carry real relevance for universities everywhere as they continue reshaping student support systems in a post pandemic world, particularly around ensuring equitable access across all academic departments rather than just the most engaged ones.
