Smart talking robot Xiaotu: participatory library service based on artificial intelligence
| Published date | 15 June 2015 |
| Date | 15 June 2015 |
| Pages | 245-260 |
| DOI | https://doi.org/10.1108/LHT-02-2015-0010 |
| Author | Fei Yao,Chengyu Zhang,Wu Chen |
| Subject Matter | Library & information science,Librarianship/library management,Library technology |
Smart talking robot Xiaotu:
participatory library service
based on artificial intelligence
Fei Yao, Chengyu Zhang and Wu Chen
Tsinghua University Library, Tsinghua University, Beijing, China
Abstract
Purpose –The purpose of this paper is to introduce a participatory library service based on artificial
intelligence (AI).
Design/methodology/approach –AI technologies and various technologies for facilitating the use
of the currently existing libraries and the third-party resources are combined in the new mobile and
social networking environments to provide an innovative real-time virtual reference service. Special
aesthetic design and library marketing measures are adopted to expand the gains of the service.
Questionnaire survey, in-depth interview, and statistical analysis are conducted to evaluate the effects
of the service.
Findings –A smart talking robot called Xiaotu (female) is developed. This robot is regarded as
a promising new online reference service modus operandi. Four factors contribute to the success of the
robot, namely, AI, self-learning, vivid logo and language, and modular architecture.
Practical implications –Xiaotu presents a participatory library service, in which users participate
in the resources collection and become content co-creators. Her presence at anytime and anywhere on
any kind of terminal maximizes her potential for the delivery of virtual reference services. Xiaotu has
the potential to be a general reference robot or a costumed institute robot.
Originality/value –AI is adopted in libraries to form an innovative online reference service. The
participatory libraryservice is practicedthrough a high-featuredinteractivecommunication.The aesthetic
design of Xiaotu and the related promotionsare new in libraries as well.
Keywords Artificial intelligence, Promotion, Participatory library service, Social networking,
Talking robot, Virtual reference service
Paper type Case study
1. Introduction
We now experience the world by immersing ourselves in it. We are increasingly mobile,
socially networked, and empowered with information. Libraries have to respond to the
new update resulting from these new changes.
The “participatory library”is an emerging concept that was first coined by Lankes et al.
(2007). It refers to the idea that a participatory library, as a truly integrated library system,
must allow users to participate in the core library functions, such as the catalogue system,
but not the periphery (Lankes et al.,2007;Nguyenet al., 2012). Nguyen et al. (2012)
explained, justified, and moved forward the understanding of the concept. Emerging
technologies and social media have enabled users to play new and extended roles, which
they were unable to do in the past. In addition, the relationship between libraries and users
are changing: users are changing from information users (consumers) to information (co-)
creators and information providers; users are becoming (playing the role of) librarians;
user-centeredness is being heightened; users are being offered more power; and the
relationship is being balanced (Nguyen et al., 2012). The participatory library focusses on Library Hi Tech
Vol. 33 No. 2, 2015
pp. 245-260
©Emerald Group Publis hing Limited
0737-8831
DOI 10.1108/LHT-02-2015-0010
Received 2 February 2015
Revised 2 February 2015
Accepted 5 April 2015
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/0737-8831.htm
The authors would like to thank Ms Jing Cao at Chinese Journal of Library and Information
Science for giving suggestions in writing.
245
Smart talking
robot Xiaotu
participation; the development trend of participatory librarianship cannot be doubted
(Nguyen et al., 2012). “Thethingisweneedtoremainthesamefocusandcontinuetooffers
ways for users to participate”(Nguyen et al., 2012, p. 344).
In the current study, we present an artificial intelligence (AI) talking robot called
Xiaotu (female), which plays the role of a librarian in different locations on different
terminals simultaneously and attracts users to participate in the resources collection in
an intelligent and highly interactive manner. Xiaotu is involved in a wide range of
topics and has her own logo, character, and even fans. This paper seeks to introduce
Xiaotu to peers all over the world, hoping to shed light on how she becomes an
influential participatory library service.
2. Background
The mobile wave has arrived. As of June 2014, among the internet accessing devices in
China, the usage of the mobile phone is 83.4 percent, which exceeded the overall usage
of PC (80.9 percent) for the first time (China Internet Network Information Center, 2014).
Moreover, the usage of various types of mobile applications, including e-commerce,
e-entertainment, information acquisition, and communication, among others, are
increasing significantly (China Internet Network Information Center, 2014). In 2012,
a survey of 533 freshmen students randomly selected from the freshmen population of
the Tsinghua University indicated that 58.9 percent of the participants have smart
phones, and over 23 percent have other mobile terminals, such as iPads. In addition, the
number of those accustomed to accessing the internet using mobile phones has reached
90.8 percent. We believe that these data have increased in last two years. Thus, mobile
services have become necessary instead of merely being scattered.
Ample reports on mobile libraries have been made, and the literature is mainly related
to four categories. The first category is focussed on mobile concepts, trends, and
developments (Lippincott, 2010; McKiernan, 2010; Murray, 2010). The second is the
discussion of the challenges, technologies, and solutions in terms of moving libraries to
mobile devices ( Jacobs, 2009; Jingru, 2013; Negi, 2014; Shi and Xia, 2014; Fu, 2014). The
third category is on the kinds of library resources and services suitable to move to mobile
devices, and how these resources and services obtain the best presentation (Davidson and
Dorner, 2009; Jensen, 2010). The last category is going back from devices to people,
emphasizing the user-driven concept instead of the device-driven or technology-driven one
(Tilstra, 2014; Bomhold, 2014; Nowlan, 2013; Wang and Zhang, 2011).
Mobile devices and technologies have received significant attention. Thus, we have
become preoccupied with narrowing the gap between mobile libraries and these
technologies.“Mobile access is access, no differentfrom what is provided via the Internet,
in person and throughlibrary instruction. Mobileaccess has become a ubiquitous form of
communication”(Jacobs, 2009, p. 288).
Social networking has changed our lives. User behaviors have changed from
searching information to logging on or staying in social network sites. Libraries have
accepted that social technologies can help them achieve their mission of engaging with
the community and have started to use a variety of social media tools to do so (Smeaton
and Davis, 2014; Rutherford, 2008a, b). Various types of social media applications have
been utilized in libraries, including Facebook, Twitter, Flickr, blogs, wikis, RSS feeds,
YouTube, etc. In China, the Renren web site (equivalent of Facebook), Mibroblog
(equivalent of Twitter), Youku (equivalent of YouTube), and Wechat, among others,
have become popular. The main functions of social media related to digital libraries
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