FAQs - How to maximise use
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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

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 FAQs - How to maximise use Presentation Transcript

  • Aaron Tay National University of Singapore Libraries @aarontay How do we increase usage of FAQs?
  • Introduction
    • Can users find your FAQ system?
    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% ≈ 400 56% 41% ≈ 200 70% 30% ≈ 100 68% 44%
  • 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%
    • Can they find it?
    three
  • Translating queries
    • 15% - Wrong Scope ?
    • 11% - Q&A does not exist
    • 23% - Synonyms/typo?
    • 51% - Unknown?
    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?
  • 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
    • 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.
    • 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.
  • Credits
    • http://www.flickr.com/photos/benny_lin/191393608/
    • http://www.flickr.com/photos/mkrigsman/2852232536/
    • http://www.flickr.com/photos/horiavarlan/4273168957/in/set-72157623837156246
    • http://www.flickr.com/photos/fuzzcat/21367317/
    • http://notquitefluent.wordpress.com/
    • http://www.flickr.com/photos/f-oxymoron/5005673112/
    • http://www.n900wallpapers.com/inventory/wallpapers/wheres-waldo_0.jpg
    • http://en.wikipedia.org/wiki/File:Gen_Con_Indy_2008_030.JPG
    • http://en.wikipedia.org/wiki/File:The_Last_of_the_Spirits-John_Leech,_1843.jpg