How the Cleveland Public Library’s Chatbot Initiative Could Inspire Museums

Chess enthusiasts were interested in the game’s history, but rarely explored comprehensive online collections. That finding shaped Cleveland Public Library’s work on the John G. White Collection, the world’s largest collection of chess literature and artifacts. In a September 2023 MuseumNext presentation, Jungu Guo, Chatham Ewing and Ray Rozman described how audience research, digitisation and a collection-grounded chatbot could open the collection to a wider audience.

A Hidden Treasure with Untapped Potential

For years, the John G. White Collection has been a hidden gem, known primarily to a niche audience of chess historians and researchers. This extensive collection includes rare books, manuscripts, photographs, and unique chess artifacts, such as the Green Book—a 14th-century manuscript with one of the earliest known chess writings—and Theophilus Thompson’s chess problems from 1873, the earliest chess book by an African American. Despite its significant cultural value, the collection’s reach has been limited by its physical nature and the traditional methods of display.

Museums often face similar challenges: how to bring lesser-known collections into the spotlight and engage audiences who might not otherwise visit. By leveraging digital platforms, museums, like libraries, have the opportunity to extend their reach far beyond their walls, connecting with a wider, more diverse audience.

Digital Innovation as a Bridge to Wider Engagement

Recognizing the limitations of physical displays, the Cleveland Public Library embarked on a digital transformation in April 2023, aiming to reimagine how their collection is presented and accessed. By integrating interactive and digital technologies, the library is not just preserving its collection but enhancing its appeal and accessibility to a broader audience, particularly the growing online chess community. This approach offers a valuable blueprint for museums, demonstrating how digital tools can be used to amplify engagement with collections that may otherwise remain under appreciated.

The library’s initiative is particularly relevant as chess experiences a global renaissance, fuelled by millions of online players and enthusiasts. This resurgence mirrors the potential for museums to tap into niche online communities that share a passion for specific themes, whether it’s chess, art, history, or science. By strategically expanding their digital presence, museums can reach beyond local visitors to engage with global audiences.

What chess enthusiasts wanted

A crucial part of the library’s approach was understanding their target audience. Through user research, they discovered that while chess enthusiasts are deeply interested in the game’s history, they rarely engage with comprehensive online collections. This insight is crucial for museums, highlighting the importance of audience research in tailoring digital content that resonates. The Cleveland Public Library’s strategy to create a user-friendly, visually appealing interface could serve as inspiration for museums looking to bridge similar gaps.

The audience research changes the starting question. Interest in chess history did not necessarily translate into use of a comprehensive collection catalogue. The library’s response brought together object selection, presentation and conversation, making the chatbot one part of a wider effort to help a particular audience find its way in.

Museums can draw from this approach by prioritising the digitisation of visually and intellectually compelling objects in their collections. For example, the library chose to digitise items like John G. White’s custom-made Lewis Chessmen and rare medieval manuscripts, selecting pieces that not only tell powerful stories but also captivate visually. By curating digital content that is both educational and engaging, museums can enhance the online visitor experience, making it as memorable as a physical visit.

Preparing objects and descriptions for conversation

One challenge faced by the Cleveland Public Library was the need for comprehensive digitisation and detailed metadata to make the collection fully accessible online. For museums, this task is often daunting, requiring significant resources, time, and expertise. However, the library’s journey underscores the importance of investing in high-quality digitisation and contextual descriptions. Rich metadata not only aids in making collections discoverable but also enriches the visitor experience by providing deeper insights into each object’s significance.

Museums looking to undertake similar initiatives should consider how they can allocate resources effectively, perhaps starting with a pilot project or focusing on a particularly compelling subset of their collection. Collaborations with external experts or partnerships with technology providers can also help overcome resource constraints, as seen in the library’s ongoing efforts to refine their digital approach.

Innovative Use of AI: The Chess Chatbot

A standout aspect of the library’s digital strategy is the development of an AI chatbot tailored specifically to their chess collection. This virtual assistant is designed to guide users through the collection, answer questions, and provide contextual information about chess history and culture. Importantly, the chatbot goes beyond generic AI responses by drawing on data curated by the library’s specialists, giving it a collection-specific basis for its answers. Those answers still need checking.

The Nasher Museum’s experiment in connecting AI to collection records likewise shows the continuing role of expert checking.

For museums, this approach offers a glimpse into the potential of AI to enhance visitor engagement. Imagine an AI-driven virtual docent that not only answers visitor queries but also suggests related artifacts or exhibits based on visitor interests. This personalized interaction could transform how museums deliver content, making the experience more interactive and tailored to individual visitor needs.

However, the Cleveland Public Library also highlights the limitations of current AI technologies, such as inaccuracies or “hallucinations” in chatbot responses. Museums exploring similar technologies should be mindful of these challenges and consider ways to fine-tune AI tools to better suit their collections and visitor expectations. The library’s experience suggests that while AI holds great promise, it must be implemented thoughtfully, with careful oversight by human experts.

A Collaborative Future for Cultural Institutions

The Cleveland Public Library’s digital initiative is not just about enhancing access to a single collection; it’s an invitation for cultural institutions everywhere to explore how digital tools can elevate and preserve cultural heritage. For museums, this means thinking beyond the walls of their galleries and considering how they can engage audiences in new, innovative ways.

By learning from the library’s approach and adapting these strategies to their unique contexts, museums can better connect with their audiences, share their stories, and contribute to a broader cultural dialogue. As museums continue to navigate the digital landscape, the journey of the Cleveland Public Library serves as a reminder of the power of innovation and the importance of making collections accessible to all.

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Jungu Guo, Chatham Ewing and Ray Rozman from Cleveland Public Library spoke about their work to develop an AI Chatbot at MuseumNext in September 2023.