The Digital Librarian

Whenever an emerging technology arises, there are inevitably those who will question the value and relevance of the library. Throughout my career, I have heard some version of the refrain “Why do I need the library when I have:”

• The World Wide Web (1993).
• Google (1998).
• Amazon/Kindle/eReader (2007).
• The iPad (2010).
• ChatGPT (2023).

In each instance, the library adopted, and/or adapted to these technologies in service to our communities. As we enter the age of artificial intelligence, we can expect to hear the same skeptical voices challenging the relevance of our institutions. However, a closer look at the library and our brand reveals that their value has only grown.

Privacy

Privacy comes at a premium in the age of AI. AI systems typically treat human interactions as data to be collected and recycled back into their training models. With newspapers, book publishers, and other media companies increasingly litigious about their content being harvested by AI developers, we are seeing Big Tech seek new sources for data, often opting in individual users into data collection. We can see this approach in recent changes to LinkedIn, X, and other platforms.

In stark contrast, privacy is a part of the library brand. In the United States, user privacy is enshrined in the library experience, with the American Library Association stating “Libraries should never share users’ personally identifiable information with third parties or vendors that provide resources and library services, unless the library obtains explicit permission from the user or if required by law or existing contract.”

Given the omnipresence of generative AI, avoidance seems an untenable approach. Policy, procedure, and training that acknowledges AI will be key to maintaining user privacy. Effective employee AI tool use policies are necessary (hat tip to Dr. Brandy McNeil for sharing this template). Procedure must include not entering personally identifiable information into AI tools and platforms. Training should include how to effectively evaluate an AI tool.

Even as we learn, we will need to pivot to teaching others. Libraries have long taught users how to manage their digital footprint in the age of the internet, through the rise of social media, and beyond. Library patrons need to understand how these tools and platforms work, what information is gathered, and how they can exercise some control over their own personal data.

Libraries must also put their money where there mouths are. As vendors approach us with AI-powered solutions, we must ensure that they adhere to library values. Additionally, we must apply increased vigilance on existing third-party library services, to avoid unexpected changes to the terms of service that would prove problematic.

Accuracy

In a world of AI-generated images, deepfakes, bots, and AI hallucinations, finding accurate information has never been more difficult. Yet again, libraries find themselves in possession of a hot commodity: accurate, unbiased information. Traditionally, this has been our print and digital collections of books, reference databases, and other materials. That being said, as seasoned digital inclusion veteran Luke Swarthout points out “Staying on the Internet while opting out of AI will quickly become a false choice.” This means that any approach we take must include how to effectively prompt generative AI to reduce hallucinations and increase accuracy. We must learn to scrutinize and identify AI-generated content. And we must pass these skills on to our users. AI represents the bleeding edge of media and information literacy (and some say represents its own form of literacy; AI literacy).

Humanity

How much more difficult is it to get hold of a living person when seeking customer service? How much automated phone system hacking must you do to get to an operator? In an age of AI chatbots, expect that difficulty to grow. One of the promises of AI, in particular with mobile operating system integration, is the personalization of services. In order to do so, these systems must collect data from their users to discern patterns and make predictions.

Unlike Big Tech, libraries achieve service personalization by staying small! Libraries are hyper-local organizations built to serve our immediate community. We are user-responsive, and often live in the same communities we serve. Finally, we know our users because we greet them at the door, speak to them on the phone and in person–we offer human based services and critical opportunities for people to socialize. With social isolation on the rise, humanity is a clear strength for libraries!

An Important Balancing Act

Privacy, accuracy, and humanity are part of the core identity of libraries. They are also points of friction as we chart our course in the age of AI. This balancing act requires that we acknowledge the growing omnipresence of artificial intelligence, without using it as an excuse to discard the values that make us critical components of social infrastructure. Libraries have a valuable brand–let us ensure that we work maintain it, even as we navigate another great technological disruption!

Until Next Time!

I hope you’ve found this post interesting! As always, if you’re seeking a speaker for your library (or other) event, let’s talk! Below is a bit more news and updates:

• I’ve re-designed my website. My WordPress template was retired, so I had to make some changes sooner than anticipated. Check out the new look The Digital Librarian!
• I was interviewed by PressReader for their article “How new technology impacts professional development for librarians.”
• I launched a YouTube channel. Just a few panel discussions have been posted thus-far, but I’ll look to grow the collected content.
• I’ll be at the upcoming New York Library Association’s Annual Conference. If you’re headed to Syracuse this year and would like to connect, feel free to reach out!