Bridging the virtual and the physical space: Kornelia – a chatbot for public libraries

Abstract

This paper reflects the collaboration of a network of public libraries, a student group, and three SMEs in order to develop a chatbot in a cost-effective manner. The project, managed by scholars of information science and their academic mentor, has yielded fruitful results. Chatbot technology can enable digital natives to access public libraries in a new way. Progressive libraries need to take this new public into account and adapt the services to their needs. A considerable number of chatbots has been implemented in libraries, particularly in German-speaking countries. Those chatbots are generally set up in order to serve as an extension of the help desk and to teach information literacy skills.