Open Access. Powered by Scholars. Published by Universities.®
Library and Information Science Commons™
Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 1 of 1
Full-Text Articles in Library and Information Science
Improving A Library Faq: Assessment And Reflection Of The First Year’S Use, Vanessa Arce, Michelle Ehrenpreis
Improving A Library Faq: Assessment And Reflection Of The First Year’S Use, Vanessa Arce, Michelle Ehrenpreis
Publications and Research
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 …