1. Aaron Tay National University of Singapore Libraries @aarontay How do we increase usage of FAQs?

2. Introduction

4. Point of need?

5. Road to FAQ 882% Visits increase 882%

6. Do you have the right FAQS? two

8. Sources? FAQs? Seek Solutions!

9. QuerySpy

10. What does “frequently” mean?

11. Does Size Matter?

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%

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%

15. Translating queries

17. Bug fixes Synonym match Hit ratio improvements

18. ____ % of chats can be answered by FAQ?* 42 *Sample of 189 chats from FAQ box Sept 2010 to Feb 2011

19. Better integration with LibGuides Full Text Search Integration with catalogue The Future?

20. @aarontay http://musingsaboutlibrarianship.blogspot.com Thank You! Contact Information Four