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Social and Behavioral Sciences Commons™
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Full-Text Articles in Social and Behavioral Sciences
Apples And Oranges: Lessons From A Usability Study Of Two Library Faq Web Sites, Susan Archambault
Apples And Oranges: Lessons From A Usability Study Of Two Library Faq Web Sites, Susan Archambault
Susan Gardner Archambault
The William H. Hannon Library at Loyola Marymount University (LMU) conducted a usability study to test Springshare’s LibAnswers product against “How Do I,” our own FAQ (frequently asked questions) web page. Our “How Do I” page featured a set of static links organized by broad category. LibAnswers is a hosted web platform allowing libraries to build a knowledge base that is searchable by keyword or browsable by topic. If a LibAnswers search does not return an answer, users can submit a question and will receive an email response; library staff may then also add the question/answer pair to the public …
In Search Of Patterns At The Desk: An Analysis Of Reference Question Tracking Logs, Susan Archambault
In Search Of Patterns At The Desk: An Analysis Of Reference Question Tracking Logs, Susan Archambault
Susan Gardner Archambault
This study is a content analysis of reference questions and answers asked at an academic library Information Desk during the Fall 2010/Spring 2011 academic year. An Excel file was created consisting of Reference question statistics recorded using the Gimlet (http://gimlet.us) question tracking system. A data dump was performed, resulting in separate Excel columns for service provider, duration of transaction, question format, Reference Effort Assessment Data (READ) Scale difficulty level*, month, time of day, day of the week, and free-text question and answer. The authors took the free-text question and answer fields and recoded them into the following fields: “Reference Tags,” …