Mikki Smith, The Juliette K. and Leonard S. Rakow Research Library, The Corning Museum of Glass

In 2018, our Library's Public Services Team formalized a plan to re-imagine our pool of several hundred static, redundant, and sometimes out-of-date published FAQs to function as a mobile-friendly, visually appealing introduction to Library and Museum resources. Our new and revised FAQs provide concise, up-to-date answers to common or interesting glass-related questions written for a general audience. Revised FAQs highlight relevant digital content from across our organization where possible, including blog posts, images, digitized library resources, and videos from our YouTube channel, as well as a small number of print and archival resources in our collections that might be of interest. The project has so far raised the profile of the library within our organization and allowed us to strengthen collaborative relationships with other departments as we update the information we provide and the ways in which we provide it. We view our FAQs as an opportunity not only to provide high-quality reference service, but also to create a virtual experience for our users that inspires them to explore further.
 

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