Melhores práticas de gestão do conhecimento nos processos organizacionais do serviço de referência das Bibliotecas da PUC-Rio

Abstract

During the Coronavirus pandemic, libraries had to close their facilities immediately and temporarily, making it impossible to provide in-person services to users. The research aims to analyze and discuss knowledge management practices in products and services developed by the Service and Research Section of the PUC-Rio Libraries and Documentation Division during the Pandemic. This is research with descriptive and exploratory objectives, of an applied nature, of a bibliographic and documentary nature, with a qualitative approach. In developing the theoretical framework, the technique of bibliographical research and analysis was adopted. To collect data, we used the analysis of reports and statistics of services carried out during the isolation period. Knowledge Management practices that remain active in the reference service post-pandemic were analyzed and identified and best practices were recorded through the experience gained. It is worth noting that the best practices presented reinforce successes, record errors so that they are not reproduced, in a continuous learning process, so that the cycle of generating and sharing knowledge multiplies and generates positive results in the organization.