CITY UNIVERSITY OF LONDON Robots in the Library: gauging attitudes towards developments in robotics and AI, and the potential implications for library services David Phillips January 2017 Submitted in partial fulfilment of the requirements for the degree of MSc in Library Science Supervisor: Dr Lyn Robinson 1 Abstract This dissertation consists of an in-depth literature review, and the results of original research. The aim was to explore the impacts of automation of human work, with a particular focus on recent advances in robotics and AI and how these may affect library services and library work in future. Key issues explored in the literature review include: reasons why AI and robotics are advancing so quickly, which jobs are more likely to be automated than others, public perceptions of robots and AI, existing examples of automation in libraries, and predictions for the future of library work. The original research consisted of a survey of the general population, including library users and workers, and a focus group with library workers only. Key themes explored include: general perceptions and experience of automation in libraries, potential acceptance levels of robots being used in libraries, and the predicted positive and negative outcomes. The findings of the research, supported by the literature, indicate a general consensus that automation is perceived as positive where it releases humans from doing mundane or undesirable work. However, there are also genuine concerns that job losses may occur, and that there will not be enough new jobs to replace them. There is also a recurrent idea that robots and AI cannot, and may never be able to, offer the crucial ‘human touch’ and empathy that many people see as a necessary feature of many types of work; points that are certainly relevant in relation to libraries and library work. When considering library work more specifically, issues arose around the feasibility of new technologies in a library environment. There is a perception that much of the complex enquiry work done by library workers is not yet automatable, and should arguably remain in human hands. 2 Table of Contents Acknowledgments ................................................................................................................................... 5 Research Aims and Objectives ................................................................................................................ 6 1. Introduction .................................................................................................................................... 7 2. Literature Review ............................................................................................................................ 9 2.1. General background to automation, robotics and AI, and public perceptions.......................... 9 2.1.1. Brief history of automation, robots and AI ..................................................................... 9 2.1.2. Why is now different? – recent developments in robotics and AI ............................... 10 2.1.3. Predicted impacts on employment ............................................................................... 12 2.1.4. A utopian or dystopian future? ..................................................................................... 16 2.1.5. Public perceptions ......................................................................................................... 19 2.2. Technological changes in libraries, potential and real uses for robots and AI in libraries, and predictions for the future of library work ......................................................................................... 22 2.2.1. Brief history of technological change and automation in libraries ............................... 22 2.2.2. Examples of robots/AI which are particularly relevant to libraries .............................. 24 2.2.3. Examples of robots/AI already being used in libraries ................................................. 26 2.2.4. Predictions for the future of library work ..................................................................... 31 3. Research Methods ........................................................................................................................ 33 3.1. Survey .................................................................................................................................... 33 3.2. Focus Group .......................................................................................................................... 36 4. Results ........................................................................................................................................... 39 4.1. Survey .................................................................................................................................... 39 4.1.1. Library usage and views on self-service ............................................................................ 39 4.1.2 General views on robots ................................................................................................... 41 4.1.3. Attitudes towards ‘library robots’ ..................................................................................... 45 4.1.4. Predictions for the future .................................................................................................. 48 4.2. Focus Group .......................................................................................................................... 53 4.2.1. Previous technological changes and automation in libraries ............................................. 53 4.2.2. General attitudes towards robots ................................................................................. 56 4.2.3. Attitudes towards robots in the library ........................................................................ 58 4.2.4. Thoughts about the future of library work ................................................................... 61 5. Discussion ...................................................................................................................................... 64 5.1. Survey .................................................................................................................................... 64 5.1.1. Potential biases - library workers and differences in library usage .............................. 64 5.1.2. Self-service and RFID ..................................................................................................... 64 3 5.1.3. What is a ‘robot’? .......................................................................................................... 65 5.1.4. Comparisons with European Commission surveys – general attitudes towards robots and the threat to employment ..................................................................................................... 65 5.1.5. Acceptance levels of ‘robots in the library’ .................................................................. 68 5.1.6. Predictions for the future ............................................................................................. 69 5.2. Focus Group .......................................................................................................................... 71 5.2.1. Importance of personal experiences of technological change in libraries ................... 71 5.2.2. General attitudes towards robots – are they ‘intelligent’ or just ‘good enough’? ....... 72 5.2.3. Attitudes towards robots in the library – feasibility, acceptability and ethics ............. 72 5.2.4. Predictions for the future of library work – freedom from ‘drudgery’ and saved by empathy 73 5.3. Further Research ................................................................................................................... 74 6. Conclusion ..................................................................................................................................... 75 Bibliography .......................................................................................................................................... 76 Appendix A: Research Tools and Full Results ....................................................................................... 80 Online Questionnaire ........................................................................................................................ 80 Questionnaire Results ....................................................................................................................... 89 Focus Group Discussion Guide ........................................................................................................ 112 Focus Group Slides .......................................................................................................................... 114 Focus Group Transcript ................................................................................................................... 120 Appendix B: Correspondence for Survey/Focus Group recruitment .................................................. 143 Survey.............................................................................................................................................. 143 Focus Group .................................................................................................................................... 145 Appendix C: Proposal and Reflection .................................................................................................