Better Discovery Starts Behind the Scenes
Libraries navigate a complex environment. User expectations are set by consumer search tools that continually raise the bar, while libraries stretch both staffing and budgets. AI adds another layer of complexity: It offers the promise of improved, efficient service by reshaping how library management systems and library discovery can function together, but implementing AI in ways that are responsible and genuinely improve the experience for students and faculty can be a challenge.
That was the focus of a recent Library Journal webinar featuring two library leaders: Nancy Babb, Discovery Services Librarian at the University at Buffalo, and Randyn Heisserer Miller, Associate Dean for Collections, Discovery, and Digital Initiatives at San Diego State University. Their conversation offered a candid look at how unified systems, workflow automation and carefully applied AI are helping libraries meet changing demands without losing sight of trust, quality and human expertise.
How User Expectations Are Changing
One of the clearest themes from the discussion was how fundamentally user behavior has shifted. Students and researchers are no longer approaching library systems with a mindset of structured searching. Instead, they arrive with questions and expect systems to help interpret intent.
Nancy Babb described this shift as moving away from searching toward asking. Rather than knowing which materials exist or how to construct complex queries, users increasingly expect the system itself to guide them toward relevant answers. This mirrors broader changes on the open web, where search engines now surface AI generated summaries and contextual responses instead of long lists of links.
At the same time, both speakers emphasized that this expectation creates tension. While users want immediacy and simplicity, libraries must ensure accuracy, transparency and academic integrity. Libraries are uniquely positioned to offer discovery grounded in vetted, scholarly content.
Student Skepticism Toward AI
Interestingly, the webinar revealed that enthusiasm for AI is not universal among users. At the University at Buffalo, annual user testing showed that many students expressed skepticism about AI features in library management and discovery systems. Rather than embracing them uncritically, students voiced concerns about accuracy and reliability, reflecting a growing awareness of the limitations of AI generated content.
This feedback reinforced an important point: successful AI adoption in libraries must be intentional and transparent. Libraries cannot simply replicate consumer AI experiences. Instead, they must clearly communicate how AI is used, what it is based on and where human expertise remains essential.
Meeting Users Where They Are Without Lowering Standards
For San Diego State University, an institution that serves a large undergraduate population, meeting users where they are means understanding how students search for information, not how librarians expect them to search.
Randyn Heisserer Miller shared how SDSU regularly surveys students about their discovery habits, even when the results challenge long held assumptions. These insights have shaped decisions about discovery interfaces and workflows, helping the library balance education with accessibility. The goal is not to abandon information literacy, but to remove unnecessary friction so students can engage with scholarly resources more easily.
He emphasized that libraries still have an opportunity to differentiate themselves by highlighting the credibility of their collections. Unlike open web search results, library discovery is grounded in curated, academic content. That distinction becomes even more important as AI becomes more prevalent.
Backend Changes That Make a Real Difference
While much of the discussion focused on user experience, both speakers were clear that meaningful improvements often start behind the scenes.
At San Diego State, a priority has been automating routine workflows to free staff time for higher value work. By streamlining acquisitions and relying more on trusted vendor supplied records, the library has been able to redirect expertise toward cleaning up legacy data, addressing backlogs and improving discoverability of existing collections. This required change management and cultural adjustment, but it allowed staff to focus on work that directly impacts users.
At the University at Buffalo, Babb highlighted how working within a unified system has created a shared language between public services and technical services. Because discovery and backend systems are tightly connected, staff can identify pain points from the user side and trace them directly to underlying data or workflow issues. Small fixes such as correcting misleading records or broken links can lead to significant improvements in user satisfaction.
One example was the decision to surface LibGuides directly in discovery results. Rather than manually cataloging database records, the library now imports curated guides created by subject experts. This approach reduces duplication of effort while making high quality, librarian-curated resources visible where users are already searching.
The Power of Unified Systems and Integrated Services
Both institutions operate within large consortial environments, which adds complexity but also opportunity. The webinar highlighted how unified platforms can connect discovery, fulfillment, and resource sharing in ways that benefit both users and staff.
At San Diego State, deeper integration of resource sharing services with Rapido led to a dramatic increase in interlibrary loan requests. By embedding request options directly into discovery, the library made it easier for users to access materials beyond the local collection. While this required staff to learn new systems, automation reduced manual mediation and improved turnaround time for patrons.
This integration also reinforced a subtle but important message to users: if the library does not have an item immediately available, requesting it is a normal and encouraged part of the research process.
Change Management Is as Important as Technology
A recurring theme throughout the conversation was that technology alone does not drive success. Change management, communication and shared understanding are critical.
Both speakers acknowledged that shifting workflows, trusting automation or relying on shared records can be uncomfortable, especially for staff who have spent years compensating for system limitations. However, by clearly articulating the purpose behind changes and showing how they benefit users, leaders can build alignment and momentum.
As Randyn Heisserer Miller noted, the real payoff often comes later, once groundwork has been laid and staff begin to see the impact of their efforts in improved discovery and access.
What This Means for Academic Libraries
The experiences shared in this webinar point to a broader lesson for academic libraries everywhere. Improving discovery and workflows is not about chasing trends or adopting AI for its own sake. It is about using technology thoughtfully to reduce friction, surface expertise and strengthen trust.
Libraries that succeed will be those that listen closely to users, empower staff to focus on meaningful work and leverage unified systems to connect the entire research lifecycle.
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Watch the Full Conversation
This blog only scratches the surface of the insights shared by library leaders at the University at Buffalo and San Diego State University. To hear their perspectives in their own words and explore practical examples in more depth, watch the full webinar recording.
