Our goals were to:

• Learn from you what a library voice assistant needs to provide for regular use.

• Learn from other libraries to understand staffing and resources costs.

• Learn from vendors what options are available, and how they compare to your needs.

• Evaluate a vendor-provided solution, the myLIBRO app from Converstight.ai, for long-term feasibility.

Fall 2019

We surveyed library users online about voice assistants. Approximately 80% felt that the library should offer a voice assistant. From 1,400 survey responses, we heard from over 400 people who volunteered to fill our 30 focus group spots. These 30 focus group members were the first to use the voice assistant. We heard different perspectives that led to improvements in the first version of the app. Examples include:

• Specific syntax for voice commands
• Prioritization of myLIBRO features like:
  • basic search,
  • library information,
  • holds, and
  • checking due dates.
• Tutorial development

Spring 2020

We closed all libraries on March 13, 2020 and shifted to online-only services. myLIBRO began developing a scheduling option for curbside pickup. They were able to do this rapidly because they'd already built account details into myLIBRO.

Summer 2020

Curbside pickup began at 16 locations on July 1, 2020. Library users could place new holds on print books (and other items) again starting on July 15, 2020.

56% of follow-up focus group participants supported further support of the myLIBRO app. 35% of participants were unsure. But, they noted that it would be valuable for patrons who have limited or low vision. We also heard this support in a follow-up survey of 1,787 patrons and staff. There was little to no disagreement with continuing to develop a voice assistant. Respondents who are more likely to strongly support a library voice assistant included:

• Library staff.
• English language learners.
• People who have limited or low vision.
• People who have a physical disability.

Fall 2020

We published what we learned in a whitepaper submitted to LYRASIS.

Spring 2021

myLIBRO started work on a v3 app update. This included enhancement requests from libraries and patrons.

Summer 2021

Volunteers from the original focus groups tested and provided feedback for v3. The updated app was released at the end of June.

• Eight hours of focus groups with 29 library patrons and 10 library staff. These groups provided detailed, unbiased, and data-driven feedback.
• Over 3,000 survey responses further confirmed focus group findings.
• Five interviews with other libraries that are experimenting with voice assistants.
• Two interviews with voice assistant vendors. This feedback confirmed that myLIBRO best meets the needs focus group participants described.
• Improved the functionality of the myLIBRO application with patron and staff feedback.
• Renewed our contract with ConverSight.ai’s myLIBRO product.