Artificial intelligence and smart automation are streamlining workflows and transforming key processes across a wide range of industries. Even libraries are now benefitting from the rapid advancements in automation and AI.

AI and machine-learning technology are helping librarians recommend appropriate resources to users. They’re helping librarians understand where the gaps in their collections might lie, so librarians can make smarter purchasing decisions that meet patrons’ needs. They’re even helping to fulfill interlibrary loan requests more efficiently, cutting in half the average delivery times for materials.

These benefits not only help librarians do their jobs more effectively; they also result in a better experience for patrons, leading to deeper engagement with library resources.

“AI has the potential to make us more productive, but we have to make smart choices about how and when to use it,” says Cathy King, executive director of delivery services for OCLC.

As librarians consider how best to use AI to support their operations, they should also be thinking of how they can help patrons use AI tools effectively. As LaptopsAnytime Cofounder and President Matt Buscher notes, libraries are places for learning and exploration—and teaching patrons how to use AI safely and responsibly falls under this scope. A new line of products from LaptopsAnytime is designed to help libraries achieve this goal.

AI and smart automation are prominent features in the latest technology tools for libraries. But these new tools also include solutions for managing patron incidents, helping users discover open-access materials, bridging the digital divide, and more.

Here’s a look at some of the latest innovations in library technology.

Quipu Group

Based in Denver, the Quipu Group has been creating software programs that empower librarians through data collection, organization, and communication since 2005.

One of the company’s most popular products is PITS^®, an online Patron Incident Tracking System that helps foster a safe space for everyone, a concern that has become increasingly important in our highly charged political climate. With this software, library staff can document incidents in a clear and consistent manner, send notifications to appropriate staff members automatically, and keep track of which patrons are currently suspended or barred from using the library.

Librarians can customize the software to meet their local needs and policies by choosing what types of incidents to report and data to collect. Staff can also add their comments and upload images or other supporting documentation, such as damage reports or witness statements for police reports. A reporting feature helps librarians understand and communicate the frequency of various incident types, so they can request more security or additional resources as necessary.

Although the product has been available for more than a decade, the Quipu Group has seen a spike in interest over the last few years as anti-library sentiment and book-banking efforts have increased. “Library staff are on the front lines, getting harassed every day,” says Cofounder and Chief Librarian Melissa Stockton. “PITS provides an easy way to document this activity.”

Stockton notes that libraries can also use the platform to document problems with their facilities, such as how many times an elevator fails, so they can advocate for more support.

Another Quipu product, ePASS, helps libraries manage free or discounted passes to museums, theaters, zoos, and other cultural locations. This software supports online reservations and delivers passes to any computer or mobile device, eliminating the need for staff to intervene or for patrons to handle physical passes.

Each library has full control over the number and type of passes they offer, and libraries can restrict passes according to the patron’s age, ZIP code, library affiliation, and other factors. “It’s a flexible system that can accommodate many different scenarios,” Stockton says.

As library resources become more expensive, librarians must take more precautions in lending materials only to authorized patrons with validated contact information. eCARD and eRENEW help librarians maintain a high degree of confidence in their online registration and renewal processes, with additional checks and other layers of security designed to ensure that patrons are who they say they are.

Stockton notes that “it used to be harder to game the system” by providing false information to obtain a library card. But with services like Zillow, anyone can find a valid address within a library’s service area—and libraries must do more to keep ahead of potential fraud.

Unique Management Services Inc.

Based in southern Indiana, Unique Management provides libraries with multichannel communications services that deepen patron engagement. The company’s MessageBee solution, which has seen 70 percent growth year over year since its launch, enables libraries to send automated notifications to patrons through phone calls, text messages, and rich, engaging emails rather than plain-text messages.

“We’ve revamped the portal that customers use by adding more marketing features, including an email-building tool with easy-to-use, drag-and-drop functionality,” says President of Patron Services Rob Klaus. “We can pull data from an ILS to help librarians segment their contacts by various parameters, such as what types of materials and activities their patrons are interested in, so they can send relevant and highly targeted communications to each audience.”

The service also allows librarians to schedule automated messaging campaigns. Someone who takes part in an activity, for instance, can receive an automated message that’s set up in advance, thanking them for participating and encouraging them to return for future events.

Recently, the telecommunications industry has made a lot of changes to cut down on junk text messages, and these changes have contributed to the growth in libraries’ use of MessageBee, Klaus says.

“There are a lot of regulatory rules that must be followed to make sure your text messages are being delivered,” he explains. “Most of the ILS programs that send out automated texts are really suffering from those changes. They have very poor delivery rates, about 40 to 50 percent. Many libraries have turned to our solution, because of its native text-messaging capabilities. The only reason a delivery would fail is because a patron has given a landline as their cell phone number, or the carrier has turned off their service.”

Another advantage of MessageBee is that it can send communications in multiple languages, beyond just English and Spanish. “We work with libraries to add custom language options to their communications,” Klaus says. “We’re working with one library to set up notifications in 10 different languages, to make sure anyone in the community can fully use their services.”

A new ancillary product called MessageBee RenewIQ gives patrons a simple way to renew their library card automatically, without requiring an in-person interaction. The software integrates with an ILS and looks ahead for patron cards that will be expiring within a library-defined threshold, such as 30 days out.

“We pull the patron’s information and verify their address,” Klaus says. “If they’ve moved out of the library’s service area, they’ll get a message saying their card will expire soon. If the patron still lives within the library’s service area, we’ll update the ILS according to the library’s renewal policy and send an automated message telling them they’ve been renewed.”

The renewal process can be a source of friction for patrons, he notes. RenewIQ removes this friction without creating any additional burden on library staff.

Another service, New Mover Postcards, helps libraries market their services to people who have recently moved into the area. “We purchase data on who has moved into a library’s service area and check to see whether they’re already a patron,” Klaus says. “If not, we’ll send them a welcome postcard that encourages them to take advantage of the library’s resources.”

Libraries can purchase this kind of information for themselves, he notes, but it’s typically by county or zip code. “It doesn’t necessarily fit a strict geographic definition,” he explains. In contrast, Unique Management can create a shape file with a precisely defined geographical service area.

Counting Opinions Ltd.

Founded in 2004 and based in Toronto, Counting Opinions provides public and academic libraries worldwide with cost-effective applications to capture and manage performance data, so they can measure how well they’re serving their stakeholders.

LibPAS helps libraries capture the periodic performance data required for monthly and annual reports. It streamlines the collection of information from ILS software, HR and accounting systems, calendar and events management systems, room or PC scheduling software, and other third-party software tools, saving time and reducing the burden on library staff.

LibSathelps libraries capture qualitative information to measure customer satisfaction. Libraries can measure shifts in patron sentiments, satisfaction rates, and expectations across a number of data sources. The system also analyzes responses to open-ended questions to help librarians easily identify key themes.

InformsUsis an integrated Platform-as-a-Service tool that helps libraries develop and implement customized, web-based forms and surveys using simple, drag-and-drop functionality. Built-in API functionality allows library staff to connect these forms to an ILS or other software with no special knowledge of coding required.

For example, a library could create a form on its website that allows patrons to suggest a title, and this form could be linked to the ILS so that it automatically checks to see whether the library already owns that resource. The form could also be linked to WorldCat or another universal catalog, enabling it to auto-suggest titles based on what the user is typing.

“Before, library staff would spend a lot of time trying to figure out what patrons meant when they used an open-ended form, because they weren’t always precise,” says President Carl Thompson. “Now, we can do a real-time lookup of book titles, so librarians are getting more accurate information. This is useful for both end users and library staff.”

The company’s most recent focus has been on the technology behind InformsUs to create prebuilt forms, applications, and automated workflows that bring a lot of value to libraries.

For instance, Counting Opinions has created a Help Desk application that libraries can integrate into their websites. If a patron has a question about how to fill out a form, register for an event, or access a particular resource, they can use this application to submit their question, and it’s routed automatically to an appropriate staff member for a response.

“This dramatically collapses the amount of time and effort it takes to report problems or get help on a particular issue,” Thomas says. “Patrons can simply click a button, and everything about that situation is instantly sent to the responsible party. The user doesn’t have to do a lot of explaining about what they need, because all that information is captured automatically, including screen shots or recordings of what they were doing online at the time.”

Counting Opinions is also working on an application to help library staff track and report on incidents that happen in their buildings. The application would help libraries create automated workflows for triggering appropriate notifications to managers, law enforcement agencies, and/or social service organizations when an incident occurs, for instance, if a homeless person is found sleeping in the stacks or a patron harasses a staff member.

“Building an incident-tracking system that does everything you want it to do is no trivial feat,” Thompson says. “It requires some engineering that is beyond the capability of most libraries.” Counting Opinions is creating a secure, prebuilt application that can help with this task, and libraries can customize it by adding their own unique workflows and scenarios.

D-Tech International

A provider of RFID tracking systems and automated self-service technology for libraries, D-Tech was founded in the U.K. in 2002 and expanded to the U.S. in 2012. All the company’s products sold in the U.S. are manufactured at its New Jersey location.

D-Tech’s SMART Range of lockers are secure, self-service solutions for storing, charging, and loaning digital devices, as well as for patrons to browse and check out materials or pick up items on hold. “Our Smart Range of lockers are popular products because they’re so versatile,” says President Marvin Crisp. “They can do lots of things, depending on a library’s needs.”

SMART Hold is a self-service locker system that enables patrons to pick up and return reserved items outside of a library’s normal business hours, or even in a remote location. Patrons can open the lockers with their library card, and the software that controls the system is compatible with any ILS platform a library might use.

SMART Lend extends this concept to items that patrons haven’t reserved already, broadening a library’s reach into community centers and other public locations. The touchscreen built into the locker system’s control panel allows users to browse the materials contained in the smart locker system’s collection and choose items they’d like to borrow.

SMART Charge is a self-service locker system for storing, charging, and distributing mobile devices to patrons—including laptops, tablets, Chromebooks, and mobile phones. Users can check out a fully charged device with their library card, and libraries can set their own rules and device-lending periods.

The lockers’ modular design allows libraries to mix and match features to create the perfect solution for their needs. Libraries can request systems with any combination of these technologies, and the lockers can be branded with a library’s specific colors or logo. The individual locker bays are also available in different sizes to accommodate oversize items and weather-resistant, so they can be placed indoors or out.

“We had one client who wanted to be able to load the lockers from inside the building, but have patrons access the lockers from outside,” Lawler says. “We custom-built the locker system into the library’s brick wall—and we were the only manufacturer who was able to do that for them.”

Mugo Web

Founded in 2008, Mugo is a premier website developer based in Vancouver, British Columbia. In 2017, Mugo designed an online platform to drive patron engagement for a system of more than 80 libraries in Alberta, Canada. This platform became the basis of the company’s Mugo Library offering, which now serves more than 200 libraries across North America.

Mugo Library is a secure, and fully accessible library platform that includes a sophisticated events calendar, room reservation functionality, and more. Hosted by Mugo, the platform supports regional libraries and consortia with multiple branches: Each library can have its own site, complete with its own web domain, and can locally manage its own content, says Managing Director Peter Keung.

The platform integrates with a library’s ILS and materials catalog, and librarians can display and feature materials in flexible and engaging ways, including using rotating carousels. Its content management system includes granular permissions for controlling who can make changes to which types of content.

The built-in events calendar allows users to filter events by category or library branch. If there is a cost involved, the system will take payment for registration. Libraries can schedule one-time or recurring events, set limits on registration, and send automatic email reminders before an event. There are also waiting lists if an event has reached maximum capacity. If someone cancels, the system will automatically register the next person on the wait list.

“Events can get pretty complicated,” Keung says. “They could be weekly every Tuesday, or every first Friday of the month—and libraries often must cancel events or move them around.” Having a flexible system that can handle changes effectively is essential for creating a seamless user experience, he says.

A hallmark of Mugo Library is the platform’s accessibility. Mugo Web is known for designing online experiences with this in mind, and the company also provides accessibility audits and training for various clients. Mugo Library charges a one-time setup charge, plus a yearly fee for hosting and maintenance. It’s an all-in-one solution but custom-built to a client’s specifications, with a point of contact for support.

“Our customer service is as important as the code we write,” Keung notes.

OCLC

Based in Ohio, OCLC is a nonprofit library technology and research organization that provides a wide range of services for libraries worldwide, including cataloging, resource sharing, discovery, and library management. OCLC serves thousands of member libraries globally.

OCLC’s WorldCat is the world’s most comprehensive database of information about library collections, and WorldShare ILL is a modern, cloud-based interlibrary loan (ILL) system used by more than 10,000 libraries around the world. It is the fastest and most comprehensive resource-sharing solution on the market.

Consumer services like Amazon, which uses smart warehousing and logistics systems to deliver many purchases within 24 hours, have ramped up consumers’ expectations for how quickly they should receive the items they request. To support this trend, OCLC has been using artificial intelligence and machine-learning technology to streamline the sharing of resources between libraries and improve the experience for library users.

“We’re innovating and reimagining everything we do in light of AI,” says Cathy King, executive director of delivery services for OCLC.

Before the introduction of AI, it would take library patrons an average of eight days to receive physical items they requested through WorldShare, King says. When they searched for an item, the system would return a list of libraries in the WorldShare network that had the resource in question, and users would often choose the closest institution geographically. But this manual method didn’t consider the speed at which a library could fulfill requests.

By including factors in its algorithm such as item availability and how quickly libraries typically respond to ILL requests, OCLC has reduced average response times for physical items by 60 percent, King says, adding: “We’ve improved by one full day since just last year.” Meanwhile, average delivery times for electronic resources have been cut in half.

For students doing research late at night for a paper due the next day, expediency is critical. King cited one recent example in which a library user in Indiana requested an item just after midnight. In the past, this request would have sat overnight and been fulfilled the next morning. But with WorldShare ILL’s algorithm, it was routed to a library in South Africa—and the user had this resource 39 minutes later.

OCLC’s Resource Sharing for Groups is like a smaller, more localized version of WorldShare ILL that OCLC creates for groups of libraries. If a request can’t be filled within the group, it seamlessly scales out to regional partners and to OCLC’s global rresource-sharing network without staff intervention required.

The Big Ten Academic Alliance (BTAA) is using Resource Sharing for Groups to serve students, faculty, and researchers more effectively by leveraging the collective strength of its member institutions’ library collections. “They see themselves as one big collection that everybody can share from,” King says.

OCLC is using AI to improve resource sharing and enhance the user experience. The organization is committed to using AI only in safe and responsible ways. For instance, when someone searches WorldCat.org to find recommended resourcers, the software uses AI to scan learning-object metadata in making its recommendations. To guard against hallucinations created by AI, it also checks responses against the WorldCat database to make sure they contain only valid results.

“One of our key tenets is responsible innovation,” King notes. “We’re not just using AI for AI’s sake. We have experts who understand when and how to use it appropriately.”

LibraryIQ

Developed by librarians for librarians, the LibraryIQ platform is an easy-to-use analytics solution that helps libraries use data to better serve their communities. With LibraryIQ, library staff can gain valuable insights about their patrons, collections, programming, and community in just a few clicks, helping them make better decisions that lead to deeper engagement.

“Using data can seem intimidating,” says Marketing Director Alexis Pavon. “We’re trying to show librarians that it doesn’t have to be. You just need the right tools to help you.”

LibraryIQ pulls data from a library’s ILS and other sources, such as geographic information systems and Census Bureau databases. The information is brought together within a single platform—with dashboards, charts, and other visual tools that simplify data analysis.

Using these tools, librarians can gain a deeper understanding of who their patrons are and what types of programs and materials they are looking for. Library staff can then plan, budget, and manage their resources in ways that meet their community’s needs.

One of the platform’s newest features, Report Builder, allows librarians to build customized reports around parameters they set themselves. For instance, library staff can create a report showing all the materials that have been on their shelves for at least five years but have circulated fewer than 10 times in that period. They can then make strategic decisions about which materials they might remove to open space for more popular items or programming. Or they might create a report showing all children’s books that have been checked out at least five times in the last 30 days and are part of a series, so they know which items to order that will be well received by the community.

“Report Builder is the ultimate maintenance tool, pointing you in the right direction so you can do more of what’s working and stop doing what’s not,” says Sara Roberts, MLIS, director of account and product management. Librarians can schedule reports to arrive in their inboxes, and they can save queries as well, which fosters collaboration among staff.

Balance, a feature added in the past year, analyzes how frequently items are circulating at each branch, highlighting what patrons in that part of town are interested in. For each category of items, such as audiobook fiction, library staff can see at a glance whether this group of materials is overstocked, understocked, or well balanced based on its usage. Library systems can view this information for each of their branches and can bring their collections into balance by moving materials from overstocked to understocked locations.

“This is a collection management tool all by itself,” Roberts says, “and it offers incredible insight.”

LibraryIQ is also working on a new Metrics Dashboard that allows librarians to enter their own monthly performance metrics and get a fully customizable dashboard, complete with dynamic charts based on their needs. “We understand that no two libraries are tracking the same metrics, and so this is not a one-size-fits-all solution,” Pavon says. “These visual insights are going to be very valuable, helping librarians spot trends, track progress, and share updates with stakeholders.” The Metrics Dashboard should be available by spring 2025.

LibraryIQ focuses heavily on training their customers to help them get the most out of the platform. Besides training sessions during the implementation process, libraries also have access to ongoing webinars and support. “We want our customers to fully understand the Platform and its features,” Pavon says. “We want it to be used seamlessly within a library’s everyday workflow.”

Premier Wireless

For more than 30 years, Premier Wireless has been a leader in bringing connectivity tools and transformative resources to underserved communities. “The value we bring is customization,” says President Lea Bogle. “We’re meeting libraries where they are within the communities they serve.”

Premier’s Library Check-Out Program provides a simple and affordable way for libraries to bridge the digital divide in their communities. It includes Wi-Fi hotspots with carrying cases, devices preloaded with apps and resources for different user populations, and a mobile device management(MDM) portal for library staff to manage the devices.

“Libraries today are significantly understaffed,” Bogle says. To address this challenge, Premier’s hotspots are complete solutions that reduce the burden on library staff.

For instance, the devices come in a clear plastic case, so librarians can see immediately whether everything has been returned—including the power cord. Premier adds a barcode on the back of each device for easy scanning and checkout. Inside the lid of each case, there is a custom label with the library’s contact information and lending policy, and the management portal allows librarians to suspend a device’s Wi-Fi service when the loan period ends.

Premier also offers mobile devices specially designed for senior citizens, called SilverSpots, that come preloaded with resources for elderly adults and feature accessibility tools such as larger fonts and read-aloud functionality. Another type of mobile device, TotSpots, are designed for young children and include apps for early childhood learning and development.

Premier’s CPR³ program, which stands for “Connecting People to Resources,” helps libraries support vulnerable populations including homeless people, veterans, refugees, and recently incarcerated individuals. The program provides devices with unlimited 5G connectivity and access to essential resources like food banks, shelters, healthcare services, workforce development tools, crisis hotlines, and transportation.

Librarians can build devices to fit different profiles of users, such as job seekers or homeless individuals, and they can easily manage the apps and resources included on each device through the MDM portal. “The solution is fully customizable to a library’s needs,” Bogle says. “We can also provide end-user support if librarians can’t do this themselves.”

SirsiDynix

SirsiDynix is a leading provider of library automation and discovery software. Formed by the merger of the Dynix Corporation and the Sirsi Corporation in 2005, SirsiDynix was acquired by Harris Computer, a subsidiary of Constellation Software, in December 2024.

As more academic journals embrace open access (OA) publishing, OA content plays a key role in the research process. The CloudSource platform from SirsiDynix is designed to help libraries take advantage of this trend by making OA content more easily discoverable.

In a January 30 interview with Library Journal, Vice President Rick Branham and Director of Partnerships Maryska Connolly dispelled three common myths about OA content.

The first myth is that researchers can find all the OA content they need through Google. Actually, Google returns a high volume of records, many of which are irrelevant or might not be high quality because they are paying to appear at the top of search results. “There’s so many results, with little curation, that it can be hard to find what you’re looking for,” Connolly said.

The second myth is that the OA movement is slowing down or dying out. In reality, three-fifths of all scholarly content published since 2017 is OA—and 3.7 million open articles were published in 2023 alone.

The third myth is that libraries are sufficiently covered through the Directory of Open Access Journals (DOAJ). The truth is that “only 16 percent of OA articles are indexed in this resource,” Connolly said. So libraries using a traditional discovery platform are missing out on nearly 85 percent of OA content.

CloudSource OA is a discovery service from SirsiDynix that brings together all the OA journals and databases currently available within a single user interface—and thus makes it simple for users to find OA content in one place.

Another SirsiDynix service, CloudSource+, provides all the OA content within CloudSource OA, and it also allows libraries to purchase the articles their patrons need on an ad hoc basis if these articles aren’t available in an open format.

When a user searches for a particular source, the platform looks for an OA version or if the resource is offered through an existing database subscription. If not, libraries can pay to offer on-demand access to the article for their patrons.

“We’re flipping discovery on its head by putting open content first,” Branham said.

Based in Dallas, Texas, with facilities in seven other U.S. locations, LaptopsAnytime ^TM is known for its automated, self-service dispensing kiosks that put laptops, chargers, virtual reality headsets, and other technologies into the hands of library patrons without the need for staff involvement. The company’s latest innovation is a line suite of products that help library patrons use AI in safe and productive ways.

AI is transforming many aspects of our society, while making users more productive. Yet for people who have never explored AI interfaces, these tools can be intimidating. LaptopsAnytime’s Brainy Suite of products aims to simplify this process.

“Libraries are places for learning and exploration,” says Cofounder and President Matt Buscher. “Because AI is a new form of learning and exploration as well, we feel libraries are a logical place for AI to be introduced.”

Launched last year, LaptopsAnytime’s BrainyKiosk^TM is an “AI as a Service” discovery platform for library patrons to experiment with AI interfaces within a safe, non-threatening user environment. This stand-alone, ADA-accessible kiosk includes a 17-inch touchscreen, a keyboard, and a graphical user interface developed by LaptopsAnytime.

After authenticating with their library card, users can interact with AI tools and send their work to their personal email account using the kiosk’s interface when their session has ended. Libraries can set their own rules and age restrictions as to who has access to which types of AI tools. The kiosk requires a 110-volt outlet and an Ethernet connection.

LaptopsAnytime has created three virtual assistants that have been trained to answer patrons’ questions and provide help in specific areas, and the BrainyKiosks come with access to these virtual assistants, as well as generative AI tools such as ChatGPT and DALL-E image creation. The virtual assistants include Health and Wellness, which is like communicating with a virtual doctor; Business, which can help patrons with tasks such as patent searches or putting together a business plan; and Legal, which can dispense legal advice. (For instance: “I just got evicted in Texas. What are my legal rights?”)

The next innovation in the company’s suite of AI products will be a desktop version of the BrainyKiosk, called BrainyDesk. Available in spring 2025, the BrainyDesk will consist of a desktop computer that comes preloaded with a web browser, productivity software, and AI tools.

Later this year, LaptopsAnytime plans to release a mobile AI solution, called BrainyMobile, which will consist of a laptop computer that patrons can check out. Eventually, the company plans to release an online service as well, called BrainyNet, that patrons can access from a library’s website.

“We’re constantly building out new assistants, which we’ll push out to the Brainy Suite of products at no additional cost as they become available,” Buscher says. For instance, LaptopsAnytime is working on a Resource virtual assistant that can act as another reference desk librarian, connecting to a library’s collections through the ILS to answer patrons’ questions or suggest specific resources. A Grants assistant that would help patrons find and apply for grants and scholarships is in the works as well.

The next evolution in the technology is to develop virtual AI “agents,” Buscher says. These tools would not just help patrons understand and explore a topic but would help them take specific actions, such as filling out an online form.

“We’re looking to be the leader in bringing AI to library patrons safely,” he concludes.

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