Aaron Tay National University of Singapore Libraries @aarontay How do we  increase   usage of FAQs?
Introduction
<ul><li>Can users find your FAQ system? </li></ul>one
Point of need?
Road to FAQ 882% Visits increase 882%
Do you have the right FAQS? two
 
Sources? FAQs? Seek Solutions!
QuerySpy
What does “frequently” mean?
Does Size Matter?
Page views vs Size No of FAQs Top 20% of Q&A (pageviews) To reach 80% of page views ≈  1500  71%  30% ≈  1000  54%  46% ≈ ...
Hit ratios* vs Size ≈ 200 FAQS ≈ 400 FAQS ≈ 500 FAQS Academic  Library #1 Academic  Library #2 Academic Library #3 *HIT RA...
<ul><li>Can they find it? </li></ul>three
Translating queries
<ul><li>15%  - Wrong Scope ? </li></ul><ul><li>11%  -  Q&A does not exist </li></ul><ul><li>23%  -  Synonyms/typo? </li></...
Bug fixes Synonym match Hit ratio improvements
____ % of chats  can be answered by FAQ?* 42 *Sample of 189 chats from FAQ box Sept 2010 to Feb 2011
Better integration with LibGuides Full Text Search Integration with catalogue The Future?
@aarontay http://musingsaboutlibrarianship.blogspot.com Thank You! Contact Information Four
References <ul><li>Anello, K. and Bonfield, B. (2007). Providing reference service in our sleep-Using a FAQ database to gu...
Credits  <ul><li>http://www.flickr.com/photos/benny_lin/191393608/ </li></ul><ul><li>http://www.flickr.com/photos/mkrigsma...
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FAQs - How to maximise use

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A presentation I gave at Libraries for Tomorrow Seminar 2011. This presentation won the Best Speaker Prize by SMS voting

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  • 35% from guides. 10% from Courseware. Other points are new, or planned e.g Mobile, password screens, eforms
  • FAQs - How to maximise use

    1. 1. Aaron Tay National University of Singapore Libraries @aarontay How do we increase usage of FAQs?
    2. 2. Introduction
    3. 3. <ul><li>Can users find your FAQ system? </li></ul>one
    4. 4. Point of need?
    5. 5. Road to FAQ 882% Visits increase 882%
    6. 6. Do you have the right FAQS? two
    7. 8. Sources? FAQs? Seek Solutions!
    8. 9. QuerySpy
    9. 10. What does “frequently” mean?
    10. 11. Does Size Matter?
    11. 12. Page views vs Size No of FAQs Top 20% of Q&A (pageviews) To reach 80% of page views ≈ 1500 71% 30% ≈ 1000 54% 46% ≈ 400 56% 41% ≈ 200 70% 30% ≈ 100 68% 44%
    12. 13. Hit ratios* vs Size ≈ 200 FAQS ≈ 400 FAQS ≈ 500 FAQS Academic Library #1 Academic Library #2 Academic Library #3 *HIT RATIO = SUCC + MATCH / UNSUCC + SUCC + MATCH 55% 47% 60% 60% 55% 47%
    13. 14. <ul><li>Can they find it? </li></ul>three
    14. 15. Translating queries
    15. 16. <ul><li>15% - Wrong Scope ? </li></ul><ul><li>11% - Q&A does not exist </li></ul><ul><li>23% - Synonyms/typo? </li></ul><ul><li>51% - Unknown? </li></ul>Blackledge, A. and Creese, A. 2008. Contesting ˜language as ˜heritage : Negotiation of identities in late modernity. Applied Linguistics 29: When will the medical library reopen? Unsubmited questions How do I book discussion room?
    16. 17. Bug fixes Synonym match Hit ratio improvements
    17. 18. ____ % of chats can be answered by FAQ?* 42 *Sample of 189 chats from FAQ box Sept 2010 to Feb 2011
    18. 19. Better integration with LibGuides Full Text Search Integration with catalogue The Future?
    19. 20. @aarontay http://musingsaboutlibrarianship.blogspot.com Thank You! Contact Information Four
    20. 21. References <ul><li>Anello, K. and Bonfield, B. (2007). Providing reference service in our sleep-Using a FAQ database to guide users to the right sources. Reference & User Services Quarterly, 46 , 28-33. </li></ul><ul><li>Jones, S. and Kayongo, J. (2009). Ask Us Anytime: Creating a Searchable FAQ Using Email and Chat Reference Transcripts. Internet Reference Services Quarterly, 14 , 67-81. </li></ul>
    21. 22. Credits <ul><li>http://www.flickr.com/photos/benny_lin/191393608/ </li></ul><ul><li>http://www.flickr.com/photos/mkrigsman/2852232536/ </li></ul><ul><li>http://www.flickr.com/photos/horiavarlan/4273168957/in/set-72157623837156246 </li></ul><ul><li>http://www.flickr.com/photos/fuzzcat/21367317/ </li></ul><ul><li>http://notquitefluent.wordpress.com/ </li></ul><ul><li>http://www.flickr.com/photos/f-oxymoron/5005673112/ </li></ul><ul><li>http://www.n900wallpapers.com/inventory/wallpapers/wheres-waldo_0.jpg </li></ul><ul><li>http://en.wikipedia.org/wiki/File:Gen_Con_Indy_2008_030.JPG </li></ul><ul><li>http://en.wikipedia.org/wiki/File:The_Last_of_the_Spirits-John_Leech,_1843.jpg </li></ul>

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