Walden University: LibAnswers' Query Spy

Saturday, February 10, 2018
12:00pm - 12:15pm U.S. ET (UTC -4)
Talia Richards
Session type:
Guest Presenter
ALA 2019. Washington, DC: Booth #3136
Products covered:

In this session:

Lynn VanLeer
Reference and Instruction Librarian

Harness LibAnswers' Query Spy to Meet User Needs

The Walden Library spearheaded the use of Springshare products across our Academic Centers, with LibAnswers being one of the first. Our FAQ system is branded internally as Quick Answers.

In 2016 I categorized and analyzed three months of unsubmitted queries (approximately 30K) for Quick Answers. I started off with just the Library's, but expanded the analysis to the other departments creating Quick Answers. I wanted to know what users were trying to find but could not.

This led to insights about what users were typing into the FAQ box, the creation of new FAQs, and helped with the eventual redesign of the Library website.

Products covered: LibAnswers

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