May 2026 Network Meet-up: Digital inclusion libraries - AI

In May, we brought digital inclusion staff from libraries within our network together to talk about AI.

The session opened with a presentation by Ruth Telford‑Brown and Becky Scott (Libraries Connected), who shared outcomes from the recent Innovating In Trusted Spaces project. This project was formed of a partnership between Libraries Connected, Good Things Foundation, WSA Community, and four library authorities: Newcastle, Northumberland, and Nottingham. 

The presentation highlighted how short, practical skills sessions improved both public and staff confidence around AI and online information literacy. This helped shift libraries from tech authorities to "trusted spaces" for co-learning. 

Following the presentation, libraries discussed public demand for AI, workplace integration, and systemic challenges.

Here’s what we heard:

What is the demand amongst the public?

• Low direct public demand: Frontline digital support remains overwhelmingly focused on basic digital literacy, such as emails, device confidence, and navigating the NHS app. Very few customers explicitly request AI training.
• Accidental and invisible use: Many learners use AI tools implicitly without realising it as the technology becomes integrated into everyday council phonelines, chatbots.
• Negative sentiment and barriers: There is a general reluctance, anxiety ("oh no it’s AI"), and resistance among learners. Much of the public interaction around AI consists of complaints rather than constructive queries.
• The Critical need for media literacy: While customers are not asking for AI help, they are consuming AI-generated search engine overviews and content without cross-checking the information. This has led to users visiting libraries to ask for services that do not exist due to incorrect AI summaries.

Use of AI tools in the library workplace

• Staff interest: Library staff are very interested in exploring AI, with staff using Good Things’ AI Gateway. 
• Workplace efficiency: Microsoft Copilot is being widely introduced across councils for a variety of purposes. This includes writing reports, summarising text, supporting appraisals, brainstorming event ideas, and analysing data
• The "Festivalisation" approach: Rather than running standalone AI classes, some services are successfully embedding AI literacy into existing sessions or running short, lively themed events (like a "digital week"). This can help to enhance public awareness without using extra resource 
• Co-Learning over formal instruction: While some libraries (like Warwickshire) successfully hosted formal talks on AI with reasonable attendance, many services found that high-level expert talks went "over the heads" of the audience. The preferred approach is informal conversation, quizzes, and side-by-side troubleshooting where staff and customers learn together.

Challenges, risks and concerns

• Staff readiness and capacity: Staff maintain highly mixed feelings about AI. Many harbour deep concerns regarding environmental impacts, online safety, and generative AI in art and publishing, while a lack of funding and time inhibits widespread training.
• Scams and critical thinking: AI-driven scams are becoming increasingly sophisticated and harder to detect. Libraries view building public resilience against AI-amplified misinformation and scams as a high priority.
• Privacy and safeguarding: High anxiety exists regarding direct support and the amount of sensitive data shared. Frameworks are needed to ensure customers retain personal control of their devices and understand security risks.
• Volunteer demographics: Volunteers are vital to running these sessions, but library digital volunteers are often older themselves and may lack the interest or confidence to engage with AI.