Walden University: LibAnswers' Query Spy
- Saturday, February 10, 2018
- 12:00pm - 12:15pm U.S. ET
- Talia Richards
- Session type:
- Guest Presenter
- ALA-Annual New Orleans: Booth 3920
- Products covered:
In this session:
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
Training Session Software
For our sessions we use Zoom. There is a small browser plug in required for entering the webinar. It will download automatically when joining the webinar or can be downloaded in advance (Zoom Client for Meetings). For additional help using Zoom, check out our Trouble Shooting Guide.