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