Claude Project: Your Library's Persistent Reference Assistant

What This Builds

You'll configure a Claude Project that already knows your library's FAQ, database access instructions, patron policies, and common reference answers — so every reference email you write starts from a knowledgeable assistant, not a blank page. Instead of spending 10 minutes crafting a detailed patron email from scratch, you review and send a draft in 2–3 minutes. For new staff, this levels the playing field immediately.

Prerequisites

• Claude Pro subscription ($20/month at claude.ai)
• 1–2 hours to gather and paste your library's reference materials
• A list of 15–20 common reference questions your library receives
• Time needed: 1–2 hours to set up; ongoing savings every workday

The Concept

A Claude Project is like hiring a new reference desk colleague who has already read your entire library policy manual, FAQ, and database guide before their first day. Every conversation you start within the Project already has that background knowledge loaded — you never have to re-explain what your hours are, how your databases work, or what your borrowing policies say.

It's different from a regular ChatGPT or Claude conversation because the context is persistent — your library's information lives in the Project and is automatically available in every new chat within it.

Build It Step by Step

Part 1: Set up your Claude Project

1. Log into Claude at claude.ai (requires Pro subscription)
2. In the left sidebar, click Projects (or the + icon to create a new project)
3. Click Create project and name it "Library Reference Assistant"
4. You'll see a Project page with two sections: Project Instructions and Project Knowledge

What you should see: A Project dashboard with space for instructions and uploaded documents.

Part 2: Write your Project Instructions

Click Edit project instructions. This is the system prompt — it tells Claude its role and how to behave. Copy-paste and customize this starting template:

You are a reference assistant for [Library Name] in [City, State]. You help the librarian (me) draft professional, friendly responses to patron questions, emails, and reference requests.

About our library:
- Type: [public / academic / special]
- Hours: [list hours]
- Phone: [number]
- Website: [URL]
- Patron database login page: [URL]
- Library card required for: [list services]

Your role:
- Draft patron email responses in a warm, professional library voice
- Use the FAQ and policy information in the Project Knowledge files
- When drafting responses, include the appropriate database URL or resource link from our materials
- Always sign off as: [Your name], [Title], [Library Name]
- If you're unsure of a policy detail, say "I'd recommend checking our current policy on this" rather than guessing

Tone: Helpful, friendly, patient. Assume patrons are asking in good faith. Avoid library jargon.

Click Save.

Part 3: Upload your library's reference materials

Click Add to Project Knowledge. You can upload documents (PDF, Word, text) or paste text directly. Upload or paste:

Document 1: Library FAQ — Create a text document with your 15–20 most common patron questions and answers:

Q: How do I access library databases from home?
A: Visit [URL]. Enter your library card number as your username and [password instructions]. For help, call [number].

Q: How do I renew my books?
A: Log into your account at [catalog URL], go to "My Account," and click "Renew." You can renew up to [X] times.

[continue for all your common questions]

Document 2: Database access guide — Paste the access instructions for each of your databases including the direct URL, any username/password info, and a 1-sentence description of what it's for.

Document 3: Borrowing policies — Paste your loan periods, holds policy, overdue fine policy (or fine-free policy if applicable), and ILL turnaround times.

Upload each document and wait for Claude to confirm it's been added to the Project Knowledge.

Part 4: Test and refine

Start a new chat within your Project (click New chat inside the Project). Test it with 3 real patron emails you received recently:

Here's a patron email I need to respond to: "[paste patron email]". Please draft a response using our FAQ and policies.

What good looks like: A response that sounds like your library's voice, references the correct URL for database access, gets the policy details right, and signs off correctly.

What needs adjustment: If it gets a policy detail wrong or uses the wrong URL, go back to your Project Knowledge, correct the document, and re-upload.

Real Example: A Patron Database Access Email

Setup: Your Project Instructions name your library and access URL. Project Knowledge includes your database FAQ with remote access login instructions for JSTOR and ProQuest.

Input (patron email you paste): "Hi, I'm trying to access JSTOR from home but it keeps asking for a login. I have my library card. How do I get in? Thanks, Sarah"

Prompt you type: "Draft a response to this patron email about remote JSTOR access."

Output:

Time saved: You went from 8 minutes of composing to a 30-second review-and-send.

What to Do When It Breaks

• The response has wrong hours or policies → Update your FAQ document in Project Knowledge; re-upload
• It doesn't know a resource you added recently → Your Project Knowledge may not have been re-indexed; delete the old document and re-upload the updated version
• It's too formal/too casual → Add a note to your Project Instructions: "Tone should be [warmer/more professional]" and give an example of your preferred response
• It makes up a policy detail → This happens when the question isn't covered in your Knowledge files; add that Q&A to your FAQ document

Variations

• Simpler version: Use Claude's regular chat (no Pro required) and paste your FAQ at the start of each conversation with "Here's our library's FAQ — use this to help me draft email responses."
• Extended version: Add a "Staff onboarding" document with common procedures, so new staff can ask Claude "how do we handle an unattended child?" and get your actual policy back

What to Do Next

• This week: Set up the Project and test with 5 real emails from your reference queue
• This month: Track time savings — even at 5 minutes saved per email × 10 emails/day, that's 50+ minutes back per day
• Advanced: Add your annual report template, grant guidelines, and program planning checklist to the Project — it becomes a true institutional knowledge base

Advanced guide for public services librarian professionals. Claude Pro required ($20/month). Review all AI-drafted patron communications before sending.