Are Libraries Serving “Sludge?”

What if the reason more people don’t use libraries isn’t because they don’t want to, or even don’t know about the services and programs, but because we’ve unintentionally made it too hard?

That’s the central question I kept coming back to as I listened to the recent Freakonomics podcast series on a concept called “sludge.” Coined by behavioral economist Cass Sunstein (also co-author of Nudge), sludge refers to the frictions, barriers, or burdens—whether bureaucratic or psychological—that prevent people from acting in their own best interest.

Think of it as the evil twin of a “nudge.” While a nudge makes a good behavior easier (like automatically enrolling people in retirement plans), sludge does the opposite. It slows people down, frustrates them, or quietly deters them altogether—like forms that are hard to find, long wait times, or confusing websites.

Sound familiar?

As Sunstein outlines in his book Sludge: What Stops Us from Getting Things Done and What to Do about It, sludge isn’t just annoying—it’s inequitable. It disproportionately affects those who have the least time, resources, or confidence to navigate complicated systems. And that’s where this conversation becomes especially relevant for libraries.

Libraries and Sludge: A Hidden Barrier to Access

In my 2021 article The Library Marketing Funnel Explained, I wrote about how many libraries unintentionally operate like a sieve instead of a funnel—leaking potential users at every stage. Whether it’s outdated websites, inconvenient hours, or rigid policies, these pain points push people away at key decision moments.

Back then, I didn’t use the word “sludge,” but that’s exactly what I was describing. And it matters deeply because libraries serve those who need access the most. Sludge doesn’t just prevent someone from getting a library card. It can prevent a student from getting free tutoring, a job seeker from printing a resume, or a new parent from finding community.

Three Library Sludge Zones (and How to Spot Them)

In both the podcast and the book, Sunstein suggests doing a sludge audit to identify points of unnecessary friction. Here are a few common sludge zones in libraries that I’ve seen:

Card Registration Hurdles
Requiring in-person signups or multiple forms of ID might seem reasonable—but it can be a deal-breaker for someone without transportation, documentation, or time. Some public libraries have successfully implemented online applications that skip the in-person visit – at least for digital services. Why not talk to these libraries and see if it would work for you? Ex: Montgomery County.
Digital Access Nightmares
Having to create separate accounts and passwords for different digital services, or struggling with single sign-on issues, creates enough friction that users often give up altogether. While libraries may not control these interfaces, they can make an extra effort to explain how they work, and walk customers through the process, so that they can navigate the additional steps. Ex: Barrington Library “Tech Help Desk”
Blocked Access Due to Fines or Expired Cards
Many libraries automatically block access to services—like placing holds, using computers, or checking out materials—when a customer has overdue fines, fees, or an expired library card. While these policies may have been created with good intentions (like encouraging returns or keeping contact info up to date), they often serve as sludge that deters use altogether.

Imagine someone trying to place a book on hold, only to find their card has expired—even though they haven’t moved. Or a student being denied computer access because of a $3 fine. These are barriers that disproportionately affect people with fewer resources, and they often work against the library’s mission of equity and access.

The real question is: What benefit does the library gain from these blocks—and what’s the cost in lost engagement? Many libraries have already started exploring fine forgiveness, auto-renewals, or allowing use of key services regardless of account status. These moves aren’t just empathetic—they’re strategic.

Sludge-Free Libraries Start with Empathy and Design Thinking

The good news? We can fix this.

As I wrote in my article, fixing the library funnel starts with viewing every touchpoint—from signage to phone trees to online forms—through the eyes of a first-time user. Better yet, through the eyes of someone juggling multiple jobs, caring for kids, or not fluent in English.

Sunstein encourages us to ask three simple questions:

Is this process necessary?
Can it be simplified?
Who is harmed by the current level of friction?

When libraries apply this mindset, amazing things can happen. Take Charlotte Mecklenburg Library’s ONE Access program, which is similar to other student card programs across the country. They give every public school student an automatic library account using their student ID—no forms, no hurdles. In the first year, over 100,000 students used it.

That’s what happens when you eliminate sludge. You don’t just improve numbers—you expand opportunity.