Event Title

Walden University: LibAnswers' Query Spy

Saturday, February 10, 2018
12:00pm - 12:15pm U.S. ET (UTC -4) convert to my time zone

Event Details


Products Covered:
PLA 2020: Booth #641
Session Type:
Guest Presenter
Talia Richards


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.

Webinar Software

For our sessions, we use Zoom. There is a webinar client 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.