Stručni rad
User Perceptions of Artificial Intelligence in Public Libraries: A Theoretical Framework and an Empirical Study of the Vladimir Nazor Library Network
Svjetlana Ciglar
orcid.org/0009-0009-2818-2620
; Knjižnice grada Zagreba
Tanja Radović
; Knjižnice grada Zagreba
Gordana Kolanović Roško
orcid.org/0009-0008-9730-572X
; Knjižnice grada Zagreba
Sažetak
This paper examines user perceptions of artificial intelligence in public libraries, with a particular focus on the Vladimir Nazor Library network in Zagreb. The theoretical section reviews recent studies on the use of AI in librarianship, including chatbots, virtual assistants, recommender systems, and intelligent search tools, while also discussing technology acceptance models, trust, privacy, service quality, and ethical concerns. The paper starts from the premise that AI can improve access to information and enhance the user experience, but that successful implementation depends on user perception and on preserving the human dimension of library services. The empirical part is based on a survey conducted on a purposive sample of 358 library users. The findings indicate a relatively high level of familiarity with the concept of artificial intelligence and moderately positive attitudes toward its use in libraries, especially as a supportive tool. At the same time, respondents strongly reject the idea that AI could replace librarians, particularly in creative work, reader advisory services, and direct interaction with users. The main advantages attributed to librarians are human contact, emotional engagement, personal approach, communication, expertise, and understanding of users’ needs. The study confirms that users support a hybrid model in which AI functions as an aid to librarians, but not as a substitute for their professional, social, and human role.
Ključne riječi
artificial intelligence; librarians' role; public libraries; user experience; user perception
Hrčak ID:
349674
URI
Datum izdavanja:
15.7.2026.
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