Public visibility of digital user-service entry points on Chinese academic library websites

Purpose Academic library websites increasingly operate as first-contact points for digital reference and user services. This study examines how selected user-service entry points are made publicly visible on the official library websites of Chinese second-round Double First-Class universities. Design/methodology/approach A structured, codebook-guided, non-login website audit was conducted across the full 147-university policy-defined sample frame. The final analytic set contained 141 fully codable library web presences. A two-author coding-and-verification workflow was used: one author completed first-pass coding, while the other independently checked coded values for all 147 institutions, evidence URLs, evidence summaries and case notes against official public pages. Ambiguous cases were resolved through codebook clarification and consensus. Findings The results show a support-oriented but uneven public service layer. Consult or contact links and off-campus access guidance were the most consistently visible features, followed by FAQ/help and account-related access. Search and reservation services were less consistently exposed. English-language entry was limited, no visible accessibility or disability statement was observed and visible AI-supported service entry remained uncommon. Practical implications The findings offer a practical benchmark for academic libraries to examine whether users can identify where digital service begins before logging in or knowing local institutional terminology. Originality/value The study reframes official academic library websites as public-facing digital user-service front doors and provides a replicable audit approach for assessing service-entry reachability.