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 of signing up. There are no technical requirements or complex configurations needed, unless you choose to use a custom DNS name (such as ai.yourlibrary.org; no extra charge).
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 (unless you choose to use a custom DNS name). 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?
Staff Prep
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.
Launch
When you're ready to launch, you can generate access codes in bulk, distribute them however you normally would, and share the patron access URL. That's it. No training required for staff or patrons. The platform is designed to be intuitive and self-service.
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.
Do patrons get unlimited chat?
Our standard limit is 100,000 AI tokens per learner. A "token" is a unit of AI measurement equal to approximately 3/4 of a word. The 100,000 token budget per-learner is roughly equivalent to 75,000 words. The Catcher in the Rye and Bridget Jones's Diary are each approximately 75,000 words, for comparison. Shorter conversations use less tokens than longer conversations.
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?
$1,500/year per library system. That covers the full platform plus your first 100 learners. If you need to reach more patrons, add learner packs — 100 learners for $425, or 1,000 learners for $3,500 (the best per-learner rate). No overage fees, and unused capacity rolls over for 12 months. See the Pricing page for full details and worked examples.
Is one subscription one library, or one branch?
One subscription covers one library system — all branches included, no limits on physical locations. Separate independent library systems (for example, in a shared consortium) each need their own subscription. Contact us for consortium quotes.
Is there a contract or minimum commitment?
Annual subscription via our standard service agreement — no multi-year commitment required. Billed upfront. If PLAID3 isn't working for your community, don't renew — no questions asked.
Will my rate change at renewal?
Your price is locked for your first renewal — year two is at the same rate as year one. You'll get at least 60 days' notice of any rate change at subsequent renewals.
How does billing work?
Annual invoice via ACH, check, purchase order, or credit card. We invoice a week before your renewal date and give you 30 days to pay. Additional learner packs are invoiced separately as you purchase them.
We're grant-funded. Can the subscription fit in a grant budget?
Yes. The annual subscription is a clean, citable line item, and our invoices include the detail your grant reporting needs. We're happy to work with you on grant language and funder requirements.