Aaron TayNational 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 increa

se

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%

55%

Hit ratios* vs Size

≈200 FAQS

≈400 FAQS

≈500 FAQS

47%60%

Academic Library #1

Academic Library #2

Academic Library #3

60% 55%47%

*HIT RATIO = SUCC + MATCH / UNSUCC + SUCC + MATCH

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 questionsHow do I book discussion room?

Bug fixes Synonym match

Hit ratio improvements

Better integration with LibGuides

Full Text Search

Integration with catalogue

The Future?

@aarontay

http://musingsaboutlibrarianship.blogspot.com

Thank You!

Contact InformationFour

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 • http://www.flickr.com/photos/benny_lin/191393608/• http://www.flickr.com/photos/mkrigsman/2852232536/• http://www.flickr.com/photos/horiavarlan/4273168957/in/set-72157623

837156246• http://www.flickr.com/photos/fuzzcat/21367317/• http://notquitefluent.wordpress.com/• http://www.flickr.com/photos/f-oxymoron/5005673112/• http://www.n900wallpapers.com/inventory/wallpapers/wheres-

waldo_0.jpg• http://en.wikipedia.org/wiki/File:Gen_Con_Indy_2008_030.JPG• http://en.wikipedia.org/wiki/File:The_Last_of_the_Spirits-

John_Leech,_1843.jpg