AI in Reference and Information Services: Enhancing Smart User Support

 

By Niranjan Mohapatra, World Skill Center
Series: AI Transformation in Libraries (Part 2 of 10)

Introduction

Reference and Information Services (RIS) are the heart of library operations—where user queries transform into meaningful knowledge experiences. With Artificial Intelligence entering mainstream library workflows, RIS is undergoing a profound shift from reactive assistance to predictive, context-aware, and personalized support.

AI does not replace reference librarians; rather, it enhances their capacity, enabling them to provide faster, deeper, and smarter user support.

 

1. AI Tools Transforming Reference Services

1.1 AI Chatbots for 24/7 Virtual Reference

AI-powered chatbots such as LibbyBots, EVA, or custom GPT-based agents provide:

• Round-the-clock support
• Answering FAQs
• Library orientations
• Basic reference guidance
• Resource discovery assistance

These systems reduce wait time and free librarians to focus on advanced queries.

 

Introduction to AI in Libraries: Concepts, Opportunities & the New Knowledge Frontier

By Niranjan Mohapatra, World Skill Center
Series: AI Transformation in Libraries (Part 1 of 10)

Libraries are entering a new era of innovation—one shaped not by shelves or digital databases alone but by Artificial Intelligence (AI). From intelligent search to autonomous cataloguing, AI is rapidly transforming how libraries operate, support users, and envision their future role in society.

This first blog in the series explores what AI really means, why it matters for libraries, and how it is redefining the modern information ecosystem.

 

1. What Is Artificial Intelligence in the Library Context?

Artificial Intelligence refers to computer systems capable of performing tasks that typically require human intelligence. In libraries, AI is not limited to robots or chatbots—it spans a spectrum of technologies that process, analyze, recommend, and even generate information.

Core AI Technologies Relevant to Libraries

• Machine Learning (ML) – systems that learn from patterns (e.g., predicting book demand)
• Natural Language Processing (NLP) – understanding and generating human language (e.g., automated indexing)
• Computer Vision – identifying images or documents (e.g., smart scanning tools)
• Generative AI – creating text, summaries, translations, or metadata
• Recommendation Engines – like those used in e-commerce to suggest books or research resources
• Automation & Robotics – for circulation, sorting, or inventory management

Together, these technologies support a new generation of smart library services.

 

XR Safety, Ethics & Accessibility in Libraries: Ensuring Responsible Immersive Experiences

5th Blog in the XR-in-Libraries Series

By Niranjan Mohapatra, World Skill Center 

Extended Reality (XR) technologies—encompassing AR, VR, and MR—have become integral tools for education, skill training, research support, and digital literacy programs in modern libraries. However, with these opportunities comes an essential responsibility: creating safe, ethical, and accessible XR environments for all users.

As libraries evolve into immersive learning laboratories, XR governance becomes just as important as XR hardware. This blog outlines the core safety, ethical, and accessibility frameworks librarians must adopt to ensure these technologies are inclusive, secure, and responsible.

 

1. Understanding XR Risks in Library Settings

While XR opens pathways for immersive learning, it also introduces physical, psychological, and digital risks:

Physical Risks

• Collisions due to limited spatial awareness
• Tripping over cables or furniture
• Eye strain and dizziness during prolonged sessions
• Motion sickness, especially in fast-moving VR content

Psychological Risks

• Over-immersion causing emotional distress
• Exposure to age-inappropriate or sensitive content
• Difficulty distinguishing virtual versus real environments

Digital & Data Risks

• Tracking of eye movements, gestures, and user biometrics
• Cloud-based storage of usage patterns
• Privacy vulnerabilities in third-party XR platforms

Libraries must recognize these risks early and build policies around them.

 

Training Librarians for XR Competencies: Building Skills for the Immersive Future of Libraries

 

4th Blog in the XR-in-Libraries Series
By Niranjan Mohapatra, World Skill Center

As libraries evolve into technology-rich learning hubs, the role of librarians is rapidly shifting from traditional information mediators to immersive technology facilitators, digital creators, and XR learning mentors. For libraries to successfully implement AR, VR, and MR services, librarians must be equipped with the right XR competencies, pedagogical skills, and digital confidence.

This blog outlines the essential skills, training models, and capacity-building strategies that libraries and LIS schools must adopt to prepare a workforce capable of leading XR-enabled learning environments.

 

Why Librarians Need XR Skills

Reason	Description
Libraries are becoming XR Learning Labs	XR adoption is growing in academic, public, and special libraries.
Users need hands-on support	Librarians must guide students, researchers, and community members in XR usage.
XR literacy is part of digital literacy	Understanding spatial computing is the next frontier.
New services demand new competencies	XR content creation, 3D modeling, and immersive pedagogy require training.
LIS professions are evolving	Future librarians will manage immersive content, XR labs, and experiential learning spaces.

 

Core XR Competencies for Librarians

Librarians need a blend of technical, pedagogical, managerial, and safety-focused skills to effectively run XR services.

 

1. Technical Competencies

Device & Hardware Handling

• VR headset setup (Meta Quest, HTC Vive, Pico)
• MR devices (HoloLens, Magic Leap)
• AR-enabled tablets & smartphones
• 360° cameras and spatial audio devices

Software & Tools

• AR creation tools (Assemblr, Zappar, Adobe Aero)
• VR environments (Unity, Unreal Engine)
• 3D modelling (Tinkercad, Blender)
• 3D asset platforms (Sketchfab, Polycam)

Lab Management

• Device calibration & troubleshooting
• Room-scale safety configurations
• Hardware cleaning & maintenance
• Network and storage management

 

XR Content Creation in Libraries: Empowering Users and Expanding Digital Possibilities

3rd Blog in the XR-in-Libraries Series
By Niranjan Mohapatra, World Skill Center

Extended Reality (XR)—an umbrella term covering Virtual Reality (VR), Augmented Reality (AR), and Mixed Reality (MR)—is no longer limited to industry and gaming. Libraries are now becoming active producers of XR content, helping learners, researchers, and community members create immersive digital experiences.

As AI, 3D modeling tools, and no-code XR platforms become more accessible, libraries can evolve from XR consumers to XR creators, adding new value to education, digital literacy, and community innovation.

 

Why XR Content Creation Matters in Libraries

Benefit	Description
Promotes Digital Creativity	Users learn 3D design, storytelling, and spatial media skills.
Supports STEM and Vocational Education	Enables simulation-based learning and virtual prototyping.
Boosts Research & Innovation	XR becomes a tool for data visualization, architecture, archaeology, and medical studies.
Strengthens Library Visibility	XR labs attract partnerships, grants, and collaborations.
Empowers Local Communities	Cultural heritage digitization and AR storytelling projects thrive.

 

Types of XR Content Libraries Can Help Create

1. 360° Photos & Videos

• Virtual campus tours
• Local history documentation
• Event capturing
• Makerspace tutorials

Tools: Insta360, GoPro Max, Google Street View Studio