Gestão do Conhecimento e lições aprendidas em Bibliotecas Universitárias: uma análise dos serviços na REDETECA/UFRA na prestação de serviços durante a pandemia do Covid-19.

Abstract

Knowledge Management (KM) is an essential tool for any organization, public or private. However, its application in University Libraries (BU) is complex due to the specific characteristics of this type of institution. The adoption of KM practices and tools is crucial for both managers and librarians. In this context, Lessons Learned (LA) gain prominence, especially in crisis situations, as they can generate operational improvements in processes and services, in addition to promoting learning. This research has the general objective of studying the LA of librarians and managers of the Library Network of the Federal Rural University of the Amazon (REDETECA/UFRA) during the COVID-19 pandemic, as a contribution to Organizational GC. The theoretical foundation addresses KM in the organizational context and in BUs, in addition to LA in project management and in BUs in crisis scenarios. This is an exploratory research, with a qualitativo approach, focused on LA in BU. The method used is a single case study and data collection through semistructured interviews with three library managers and questionnaires applied to twelve librarians from REDETECA/UFRA. Data assessment is based on Bardin's Content Analysis (2010). The results indicate that collaboration between sênior management and superintendence positively influenced decision-making. Among the positive aspects of the LA, unity and technical support stand out, while the tearrTs distancing was a negativo point. It was found that sharing information is valuable and relevant to colleagues, but there are barriers, such as data centralization and limited access to information, that made learning difficult. The use of Information and Communication Technologies (ICTs) facilitated the sharing of knowledge, which was quickly documented and made available. The sharing of experiences during work activities was also recorded, concluding that the library implemented an LA process, promoting the sharing of knowledge, which opened new possibilities for crisis management, consolidating itself as an effective tool for management for libraries.