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Presenters
- Judith Logan – Robarts Library, UTL
- Michelle Spence – Engineering & Computer Science Library, UTL
The Basics
- LibAnwers: User Knowledgebase FAQ database powered by SpringShare
- Contact Information if question not answered
Implementation
- Designed to have one FAQ system per library, but too many libraries at UTL
- 3 libraries grouped together: Gerstein, OISE, Robarts
- launched Dec 2011
Training
- relied on Springshare’s training materials and FAQ
Workflow
- Questions come into system
- => access & information staff member reads and answers questions
- or assigns questions appropriate for other libraries/services
- send on to specific library if needed
Guidelines and Best Practices
- developed collaboratively
- ensure questions get answered in a timely manner
- ensure answers are up to date (each library check their questions)
- tips for writing for the web
- default settings/entering questions manually (private by default, so not in knowledgebase because frequently includes personal info)
- applicable to all libraries (in most cases)
- FAQ under Quick links
- E-mail contact link now goes to submission form to cut down on spam
- FAQ browse and search on Contact Us page
- Library FAQs button under every Ask Us chat – widget includes tag cloud and contact info
Statistics
- Knowledge Base Explorer that tracks public and private questions
- Query Spy tracks user interaction with the system
- Custom analysis queries
Typical Month
- 57% find an instant answer
- 13.5% receive an answer within one business day
- 30% do not find their answer (successive queries or outside scope of FAQ service)
- unanswered usually using the wrong search: searching for staff, database, or research question
Future
- analyze query spy data further
- integrate with other reference service vehicles
- promote as a resource for staff
- expand to suburban campuses and more St. George libraries
- create workflow to maintain currency and accuracy of articles
- enrich resources with multimedia (images & videos)