Complex Digital Resources: An Intractable Problem for Public Libraries

Abstract Complex digital resources offered by public libraries often cause user frustration and reduce library support. My initial case study highlights complications involved in downloading books to my Kindle. I had to get everything right at my local public library, Libby, and Amazon. Incorrect instructions increased my frustration. To avoid hassles, wealthier users may buy materials and never use the library. Senior citizens and the economically disadvantaged may just give up. Possible solutions include library continuing education, better vendor training, more accurate instructions/documentation, and asking the library community for help. Patrons may use other resources including artificial intelligence, search engines, and videos to solve access problems. Currency is important. What worked yesterday often doesn’t work today. Librarians should not hide from patrons that using these resources may be difficult and not deny that such failures occur in their libraries. Overall, completely resolving these issues is an intractable problem.