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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)
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