Purpose: This paper aims to share the activities of library services in the new-normal era The paper describes libraries’ circumstances since their reopening in early June 2020 Furthermore, it provides details on how libraries have adopted several most appropriate practices changing physical to online services Design/methodology/approach: This paper describes various university library services in Indonesia in the new-normal era by using literature and documentary reviews as the approaches The data were primarily collected from webpages, blogs, social media, newsletters and specific journals organized by university libraries The survey was carried out by involving 126 university librarians incorporated in the University Libraries Forum It highlighted the current conditions of university libraries and the most appropriate practices of library services in the new-normal era Findings: The most appropriate practices of university library services in the new-normal era are provided Libraries in Indonesia have experienced a service transformation implementing the COVID-19 health protocols Likewise, almost all university library services became virtual Accordingly, there were several challenges faced by librarians and users in carrying out virtual activities in the library Originality/value: This paper provides a great value for libraries in responding to COVID-19 and those starting to reopen It reveals the most appropriate library service practices and challenges in the new-normal era, which are useful for current and future insight development © 2020, Emerald Publishing Limited
New normal and library services in Indonesia: a case study of university libraries