From infrastructure expansion to user engagement: An operational data analysis of digital transformation at the Hanoi University of Industry’s library

Drawing on operational data from 2022 to 2025 at the Hanoi University of Industry Library, this study examines digital transformation through a three-tier framework encompassing infrastructure, operations, and services. The findings show an overall increase in the composite index for the online public access catalog (OPAC), digital learning resources, and online interaction. However, when standardized by the number of active user accounts, overall activity rates declined despite a rise in usage intensity. These results indicate that expansion of digital platforms does not automatically translate into higher user engagement and underscore the need to interpret composite indices alongside standardized metrics. In addition, AI-driven data reveal that chatbots handle the majority of question-and-answer interactions, substantially alleviating the workload of library staff.