Exploring ethical and privacy concerns in AI-based information services: implications for user trust

Abstract

This study aims to examine ethical and privacy issues in artificial intelligence (AI)-based information services in libraries and to analyze their implications for user trust. This study specifically focuses on how librarians and users perceive AI ethics differently and how these perceptions influence trust in AI-driven library services. A mixed-method approach was used. Qualitative data were collected through semi-structured interviews with librarians to explore their understanding and implementation of ethical principles in AI-based services. Quantitative data were obtained via a survey questionnaire distributed to library users to measure their perceptions of ethics, transparency, privacy and trust in AI systems. The findings of this study reveal a significant gap between librarians’ and users’ interpretations of AI ethics. Librarians tend to conceptualize ethics within institutional regulations and professional standards, whereas users emphasize personal data protection and a sense of security. Ethical literacy initiatives conducted by librarians have not fully succeeded in fostering user trust, as reflected in low user perceptions of transparency and system security. This study contributes to the literature by integrating ethical literacy and user trust perspectives in the context of AI-based library services. This study highlights the importance of involving users in ethical and policy discussions related to AI implementation. The findings offer practical insights for developing more inclusive and user-centered ethical frameworks for AI adoption in libraries and other information institutions.