Frequently Asked Questions
Common questions from library directors, staff, and board members. Can't find your answer? Reach out.
How long does setup take?
Most libraries are up and running within a day. Fill out the Get Started form, receive your admin credentials and access codes within one business day, and you can have patrons using the system the same day you receive them. There's no technical setup required on your end.
Do we need IT involvement?
No. PLAID3.hub is a web-based service that works in any modern browser. There's nothing to install, no firewall rules to add, and no network integration required. Patrons access it via a URL; librarians access the admin panel via a URL. Your IT team doesn't need to be involved to launch.
SIP2 and IP-based authentication are on the roadmap for libraries that want deeper ILS integration — but those are optional and not required to get started.
What does onboarding look like?
We'll send you admin credentials and a set of demo access codes. From there, you and your staff can explore the patron chat experience and the admin dashboard. We're available for a 30-minute walkthrough call if you'd like one — just ask. We'll also provide brief documentation to help you get oriented.
Do patrons need an account?
No. Patrons don't create accounts, provide email addresses, or share any personal information. They access the chat using a library-issued access code (or a direct link, depending on your setup). That's it.
What devices does it work on?
PLAID3.hub works in any modern web browser — Chrome, Firefox, Safari, Edge. It works on library desktop computers, laptops, tablets, and patron smartphones. There's no app to download.
What happens when something gets blocked?
The patron sees a friendly, non-punitive message that explains the session has ended and suggests they ask a librarian for help. There's no error code, no harsh language, and no indication of what specifically triggered the block. A "Start New Chat" button lets them start fresh.
The goal is to never leave a patron at a dead end.
What is the AI literacy program?
"11 Things You Should Know About AI" is a self-paced curriculum built into the platform. It covers how AI works, what it's good at, what it gets wrong, privacy considerations, and more — using plain language and relatable analogies designed for people who've never touched AI. Patrons can always access a live AI chat pane so they can immediately try what they just learned. Four interactive exercises are embedded throughout the course.
What AI model powers the chat?
The patron chat runs on Anthropic's Claude. Real-time content moderation is assisted by OpenAI Omni Moderation, which runs alongside Claude during every session.
What about SIP2 or IP-based authentication?
Both are on the roadmap. For launch, access codes are the primary authentication mechanism — generate them in bulk, distribute them however you normally would, and patrons enter them to access the chat. SIP2 and IP-based auth will allow tighter integration with your ILS and network, but neither is required to get started.
Firewall or network compatibility?
PLAID3.hub is a standard HTTPS web application. It communicates over port 443 like any other web service. If your patrons can access websites, they can access PLAID3.hub. No special firewall exceptions or network configuration should be needed. If you run into network issues, reach out and we'll work through it with you.
Is it CIPA compliant?
The platform's content moderation floor is designed to align with CIPA requirements for filtering technology. However, CIPA compliance depends on your specific situation — E-rate funding status, state law, and how the technology is deployed. We recommend consulting your local legal counsel. We're happy to participate in those conversations.
What data do you store?
We store: aggregate analytics (session counts, topic distributions, moderation event counts), access code records (which codes exist, their usage counts, expiration dates), and library configuration (branding, welcome messages, moderation settings). We do not store conversation content, individual patron queries, or any identifying patron information.
Can staff see patron conversations?
No. Patron conversations are not stored anywhere. When a session ends, the conversation is gone. Library staff see only aggregate analytics — session counts, topic categories, and moderation event counts. No individual conversations, queries, or patron identifiers are ever visible to staff or to the PLAID3 team.
How much staff time does this take?
Minimal. The patron chat and AI literacy program are designed to be self-service for patrons. The admin dashboard is designed to be checked occasionally — not monitored in real time. Initial setup takes less than an hour. Ongoing administration (generating codes, checking analytics, downloading board reports) is measured in minutes per week, not hours.
Do staff need training?
No formal training required. The admin panel is designed to be intuitive. We recommend staff spend 20–30 minutes exploring the patron experience themselves (using a demo access code) so they can answer basic patron questions. Beyond that, no training program is needed.
What does it cost?
PLAID3.hub is currently free during the pilot phase. Post-pilot pricing will be tiered by library system size, designed to be equitable for libraries across the full spectrum — from small rural branches to large urban systems. We'll announce pricing before the pilot ends. See the Pricing page for more.
Is there a contract or commitment?
No contract required during the pilot. We ask that pilot libraries agree to provide feedback at the end of the pilot period and participate in a mid-pilot check-in — but there's no formal agreement or commitment to continue.
Can we cancel during the pilot?
Yes. There's no lock-in and no penalty. If PLAID3.hub isn't working for your library for any reason, you can stop using it at any time. We'd appreciate a brief note on why — your feedback helps us improve — but it's not required.