Assessing Digital Callbacks in Public Libraries: A Case Study of Seattle Public Library

Thesis Abstract

Public libraries increasingly rely on digital callbacks—automated notification and recommender systems—to enhance user engagement, access to resources, and service efficiency, yet little is known about their effectiveness, user experience, and organizational implications within urban public library systems. This study addresses the problem of limited understanding of how digital callbacks influence patron satisfaction, resource discovery, circulation, and equity of access in a major urban public library system, focusing on the Seattle Public Library as a case example. The aim is to evaluate the design, adoption, and impact of digital callback services on diverse user groups, with specific objectives (1) to map the feature set, usability, and accessibility of digital callbacks across Seattle Public Library branches; (2) to assess user perceptions, satisfaction, and perceived value of digital callbacks across demographic segments; (3) to examine the relationship between digital callbacks and key outcomes such as resource discovery rates, hold pickup times, and repeat visitation; (4) to identify barriers to adoption and potential unintended consequences, including digital exclusion; and (5) to develop evidence-based recommendations for optimizing digital callback configurations and policies. The study adopts a mixed-methods design, integrating quantitative analyses with qualitative inquiry to provide a holistic understanding. The population comprises active Seattle Public Library cardholders and all branches that implement digital callback features. A stratified random sample of 600 patrons will be invited to complete a structured survey, with an expected response rate of 40% yielding 240 usable responses. In-depth interviews will be conducted with 20 library staff members (including digital services coordinators, branch managers, and cataloging specialists) and 20 patrons representing diverse demographics (age, income, disability status, and language proficiency). Supplemental usage data will be extracted from the library’s digital callback analytics for a 12-month period, including callback initiation counts, click-through rates, conversion to holds, and pickup times. Theoretical grounding draws on the Technology Acceptance Model (TAM) to explain user adoption and perceived usefulness and the Unified Theory of Acceptance and Use of Technology (UTAUT) to capture performance expectancy and social influence, complemented by the Digital Divide framework to address equity considerations. Quantitative data will be analyzed using descriptive statistics, multiple regression analyses to identify predictors of perceived usefulness and satisfaction, and time-series analyses to examine trends in hold pickup efficiency and resource circulation linked to callback activity. The qualitative component will employ thematic analysis on interview transcripts and open-ended survey responses, guided by a coding framework anchored in TAM/UTAUT constructs and equity considerations. Integration will occur through a convergent parallel design, with triangulation to corroborate findings across data sources. Validity and reliability will be enhanced through instrument validation, pilot testing (n=30), and member-checking of qualitative interpretations. Ethical considerations include informed consent, data anonymization, and adherence to library privacy policies. Expected findings indicate that digital callbacks positively correlate with perceived usefulness and satisfaction, particularly among younger users and patrons with higher digital literacy, while benefits for senior and low-income users may be moderated by accessibility features and language support. Callback adoption is anticipated to be associated with modest but statistically significant reductions in average hold pickup times and increases in repeat visitation, although effects on overall circulation will vary by branch and service area. Qualitative insights are expected to reveal usability enablers such as clear notification content, opt-in granularity, and accessible design, alongside barriers including notification fatigue, language barriers, and inconsistent staff communication about feature availability. The study aims to contribute to knowledge by explicating how public libraries can design inclusive digital callback systems that balance efficiency with equitable access and by offering a framework for evaluating digital notification tools in urban library networks. Theoretical implications include a refined application of TAM/UTAUT within public information environments and the integration of the Digital Divide lens into technology acceptance studies. Practically, the research will inform Seattle Public Library’s policy on notification settings, accessibility enhancements, multilingual support, data privacy safeguards, and staff training, and provide a transferable model for other urban public libraries seeking to implement or audit digital callback services. The main conclusion anticipates that well-designed, accessible digital callbacks can improve service efficiency and user satisfaction while advancing equitable access, provided that continuous user-centered refinement, transparent data practices, and targeted outreach to underrepresented groups are implemented. Recommendations include implementing tiered notification preferences, multilingual and accessible content, routine usability testing, and ongoing monitoring of equity metrics to prevent digital exclusion.