How community-driven innovation and transparent design empower libraries to build lasting patron relationships
Listening first
In an era where technology mediates nearly every interaction, trust has become both fragile and essential. For libraries, institutions built on openness and service, earning that relationship of confidence requires more than reliable systems.
It demands platforms that evolve through listening and partnership. Polaris embodies this philosophy, helping libraries transform daily transactions like checkouts, renewals or hold requests between patrons and staff into lasting relationships grounded in confidence, transparency, and shared purpose.
Polaris has long recognized that assurance begins with listening. In its 7.8 release, over 90% of updates were directly informed by librarian feedback, a testament to the platform’s commitment to community-driven innovation. Through initiatives like the Idea Exchange and the Member Exclusive Enhancement Process (MEEP), libraries actively shape the future of Polaris. In 2024 alone, 180 features were implemented based on user-submitted ideas, and 500 development points were allocated from MEEP voting. This transparent, participatory model ensures that Polaris evolves in alignment with the real-world needs of library professionals.
Real-world trust builders
Polaris 7.8 introduced several enhancements that directly impact staff and patron confidence. Web-based system administration empowers staff with browser-based control over hundreds of settings, increasing transparency and flexibility.
Patron import enhancements simplify onboarding for new patrons, reducing errors and improving service reliability. Receipt printing improvements and Leap upgrades streamline front-desk operations, while enhanced notifications via SMS, Vega, and Rapido, strengthen communication with patrons. Each of these features contributes to a more responsive, reliable, and user-friendly experience
Eric Lozauskas Executive Director at STELLA (Sharing & Technology Enhancing Local Library Access) explained how STELLA supports both centralized and localized workflows, with Polaris giving member libraries the autonomy they need without sacrificing cohesion.
Proof of reliability
Polaris’ commitment to partnership is reflected in results that speak the language of trust. According to the 2024 Library Automation Survey, Polaris earned an ILS satisfaction score of 7.4 out of 9, with a loyalty score of 6.99 and support satisfaction at 6.83. These figures underscore the platform’s reliability it has cultivated among library professionals. Operational efficiencies further validate this trusted partnership: libraries report a 65% reduction in time spent managing acquisitions, 70% less time on catalog management, and a 60% decrease in time spent creating reports. These gains translate into more time for meaningful patron engagement.
Beyond the numbers, Polaris’ impact lives in the reliability and confidence it inspires, proving that progress is measured not only in outcomes, but in relationships.
These numbers tell a powerful story, but behind each statistic is a library team serving its community with greater confidence. When routine tasks become seamless, staff can shift their focus to meaningful engagement, helping learners discover resources, guiding lifelong learners, or simply connecting with patrons in ways that feel personal and meaningful. This is where technology’s impact becomes visible: in the moments of trust it enables.
Voices of the libraries
Librarians across the country echo the value of Polaris in building trust and enhancing services. Stacy McClain of Jacksonville Public Library notes, “You can put in a barcode, customer ID, or an email address, and it finds it. You don’t have to be a librarian to understand what you’re trying to search for.”
Debra Nelson from Elk Grove Village Public Library adds, “The automation of library card expiration notices sent by email eliminates a really labor-intensive process. So, no more FTP-ing — that’s another streamlining process. It’s friendly, it’s intuitive. It’s just so much faster to find what you’re looking for.”
These testimonials reflect a shared sentiment: Polaris is not just a tool, but an assured partner in service delivery.
Credibility as a foundation for innovation
As libraries navigate evolving patron expectations and technological change, integrity becomes more than a value, it becomes a strategy.
Polaris exemplifies how listening, collaboration, and reliability can transform a library system from a transactional platform into a relationship engine. By co-creating with its community, Polaris ensures that innovation is not imposed from above but cultivated from within. This approach not only strengthens patron assurance but also empowers libraries to lead with confidence into the future.
The story of Polaris is ultimately one of the shared progress. Every enhancement, vote, and feature request contributes to a collective ecosystem of mutual understanding. One where libraries feel empowered to innovate without losing the human connection that defines their purpose. As technology continues to reshape expectations, this collaborative foundation ensures that Polaris remains not just a system libraries use, but a partner they believe in.