TRY 2012: Library FAQ and Answers: Reimagining Email Reference

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)

On Website

  • 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)

TRY 2012: Mobile Device Loans at the Library

Panelists

  • Mandissa Arlain – RULA
  • Monique Flaccavento – OISE Library, UTL
  • Ricardo Laskaris – YorkU Libraries
  • Fangmin Wang – RULA
  • Jenaya Webb – OISE Library, UTL

Loaning Device

  • Laptops
  • iPads (with covers & cables) at OISE
  • York also provides many other gadgets & accessories
  • most 4 hour loans (York 1-4 days), restricted to university community

Marketing

  • posters
  • social media: twitter, facebook, blog
  • LCD screens
  • website
  • branding of bags

Popularity

  • iPad > laptop at OISE
  • 12.5% of circulation stats at Ryerson
  • laptops & iPads at York

Security

  • sign waiver first time
  • replacement fee for losts
  • personal data cleared by deep freeze software once powered down
  • iPads cleared manually (~20 minutes each time) whenever returned
  • theft reported to security & IT
  • repairs sent to IT

Staffing Considerations

  • training sessions for staff including hands on experience
  • basic use and troubleshooting help
  • technical support & issues to IT
  • working group meeting to discuss issues
  • chargers with devices

Financial Support

  • education commons as pilot project at OISE
  • library itself & one-time funding from provost office to upgrade at Ryerson
  • library paid & some donations at York
  • apps purchased with gift card so as not to associate credit card #

Software & Apps Selection

  • laptop software same as what’s on desktop
  • productivity apps e.g. Dropbox
  • educational
  • preferred free, but some money to purchase apps

Age & Replacement Schedule

  • no formal refreshment cycle
  • mostly depends on budget, try to repair existing laptops
  • replacements determined by IT

User Feedback

  • informally, anecdotal
  • from student committee
  • studies planned for future: focus groups, survey

Future Directions

  • meeting demands, so unlikely to expand
  • no money to expand
  • future to encourage students to bring their own devices

 

How to Manually Update Firefox on MAC

I thought I’d put up this short post because I was having problems with this last week.

For whatever reason, Firefox would not update automatically through its update channel and was still stuck on version 9.0. So, I figured why not just manually install it?

When trying to update it, as usual, I dragged it into the Applications folder and tried to replace my existing one. Only to get this message:

The operation can’t be completed because you don’t have permission to access some of the items.

I unlocked the Firefox.app file and made sure I had proper permissions, but still got that error. When I wanted to look up a solution, my Firefox had ceased to work!

After much searching, I finally found a thread on the Firefox support forums that provided the simple solution: delete the old app (just the .app, don’t use an app cleaner) then drag the new one in.

I would’ve reported it, but I can’t seem to reproduce the problem now… maybe they fixed it.

Book Review: HTML & CSS: Design and Build Websites by Jon Duckett

I don’t normally do book reviews, but Jon Duckett’s HTML & CSS book was brought to my attention via twitter and it looked interesting, so I thought I’d give it a read.

HTML & CSS Book Cover

If you’re the type that was discouraged from learning basic web programming because of the manual-like books, then I would definitely recommend this book. The information is presented in very visual ways and while there are a few pages here and there that have nothing but code on them (for full examples), almost every page has an image of some sort, whether as explanation or for decorative purposes.

While there are a couple of concepts I wish were explained in a little more detail with visuals (such as CSS selectors), I appreciate that Duckett will discuss deprecated tags and elements, which are still commonly seen, and point out which browsers do not support certain properties.

He also provides lists of practical websites or tools to use including commercial and open source alternatives. Code and extras can be found on the website, which can be useful even for those who never crack open the physical book.

The Conclusion

It’s what it purports to be. So, I highly recommend it for beginners and maybe even those that want an easy to digest review (it’s very easy to skip sections you feel you already know).