FAQs - How to maximise use

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
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FAQs - How to maximise use

by Aaron Tay on May 27, 2011

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