Improving a Library FAQ: Assessment and Reflection of the First Year’s Use

Q2 Social Sciences

Reference Librarian Pub Date : 2023-01-02 DOI:10.1080/02763877.2023.2167898

Vanessa Arce, Michelle Ehrenpreis

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引用次数: 1

Abstract

ABSTRACT In 2020, the Leonard Lief Library created a searchable online knowledge base (FAQs) as a complement to virtual reference during the library’s pandemic-related closure. One year of search query data was used to assess the online knowledge base. This paper discusses the assessment’s findings and planned improvements to the FAQs. A content analysis of user queries revealed what users are seeking in the knowledge base. The study examined the actions taken by users after conducting a search to determine the knowledge base’s success rate. The knowledge base was successful in answering user questions almost half of the time. The top three query categories were access, non-library, and instructional. The frequency of access-related queries was expected, due to COVID-19 library building closure. The prevalence of questions about other campus units was unexpected. This finding suggests a perception of the academic library as a source of campus information and supports including this type of information in the library FAQs. This study adds to the body of assessment research within reference services, an area not well represented in the LIS literature. The methodology employed provides a model for assessment of online FAQs that can be adopted by other libraries.

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改进图书馆常见问题:第一年使用情况的评估与反思

2020年，伦纳德·利夫图书馆创建了一个可搜索的在线知识库(FAQs)，作为图书馆在与大流行相关的关闭期间虚拟参考的补充。使用一年的搜索查询数据来评估在线知识库。本文讨论了评估的结果和对常见问题的改进计划。用户查询的内容分析揭示了用户在知识库中寻找的内容。该研究考察了用户在进行搜索后所采取的行动，以确定知识库的成功率。知识库几乎在一半的时间里成功地回答了用户的问题。前三个查询类别是访问、非图书馆和教学。由于COVID-19图书馆大楼关闭，访问相关查询的频率在意料之中。关于其他校园单位的问题普遍存在是出乎意料的。这一发现表明，学术图书馆是校园信息的一个来源，并支持在图书馆常见问题解答中包括这类信息。这项研究增加了在参考服务领域的评估研究，这一领域在美国文献中没有很好地代表。所采用的方法为在线常见问题解答的评估提供了一个模型，可供其他图书馆采用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Reference Librarian Social Sciences-Library and Information Sciences

CiteScore

2.10

自引率

0.00%

发文量

期刊介绍： The Reference Librarian aims to be a standard resource for everyone interested in the practice of reference work, from library and information science students to practicing reference librarians and full-time researchers. It enables readers to keep up with the changing face of reference, presenting new ideas for consideration. The Reference Librarian publishes articles about all aspects of the reference process, some research-based and some applied. Current trends and traditional questions are equally welcome. Many articles concern new electronic tools and resources, best practices in instruction and reference service, analysis of marketing of services, and effectiveness studies.