Claire Craig from the Essex Digital Service on User research in libraries: finding the voices between the bookshelves

We’re currently working through a research project, exploring Essex residents’ thoughts and feelings about AI being used in public services. We’ve recruited research participants for online and in-person one-to-one interviews, and the sessions are well underway and proving to be hugely insightful.

And whilst we’re deeply grateful for every single participant who answers the online recruitment call, project after project after project falls short of reaching a demographically representative sample. They are somewhat self-selecting – you’ll reach the highly engaged, the digitally literate, the loud and confident voices (sometimes, the squeakiest wheel). You have to go further to find the complete set of user voices.