Innovative, from Clarivate, is pleased to introduce Patron Assist, now available for all libraries using Vega Discover as their discovery layer, included with the subscription.
Patron Assist enables library staff to deliver more responsive, hands-on support through secure, permission-based workflows, without compromising patron privacy. Staff can take guided action alongside patrons, helping resolve requests quickly and efficiently while maintaining full control over sensitive data access.
With Patron Assist, libraries can extend support beyond the physical building, making it possible to assist anyone, anywhere – including patrons who cannot visit the library in person but still need help managing their accounts. Staff can assist patrons with common tasks such as updating account information, placing holds and eContent checkouts, renewing or modifying transactions, and paying fines. Staff can also create and share curated lists and saved searches directly to a patron account, offering a more guided and personalized experience.
Patron Assist was imagined as a flexible permissions framework that allows libraries to define what staff can and cannot access. Permissions are organized across key areas, including Holds & Checkouts, Patron Profile, Fines & Fees, and Share Content. This ensures that staff have the appropriate tools to help patrons, while limiting access to only what is necessary for each interaction. It is built with privacy in mind. Staff cannot view patron reading history, private lists, saved searches, or details from linked accounts beyond account management settings. These protections help libraries extend support services while maintaining patron trust and confidentiality.
To use Patron Assist, libraries must have the Vega Discover Account Portal enabled, as the feature relies on its modern account management experience.
Patron Assist represents an important step forward in enabling more responsive, service-oriented library experiences – giving staff the tools they need to help patrons, securely and efficiently.
Let us show you how it works! Reach out to your Account Manager or book a demo today.