Reference Services Evaluation

Frequently Asked Questions Service

I.  Introduction

Academic libraries often have developed a Frequently Asked Questions (FAQs) database to assist library users whenever a reference librarian is not available. The FAQs are compiled by data collected from reference librarians and circulation staff regarding the most common asked questions from undergraduate and graduate students as well as non-university borrowers such as alumni and the general public. The FAQ database offers users the option to view featured questions, recent questions, popular questions, or all of the questions. It also has a search box to allow users to search all of the FAQ entries by keyword or natural language.

II. Participants

  • Undergraduate students
  • Graduate students
  • Reference librarians
  • Circulation staff
  • Alumni and Community users

III.  Data Collection

  • Reference statistics
    • Number of hits per FAQ
    • Number of queries with no answer
    • Number of daily views on FAQ page
  • Surveys/questionnaires
    • Provide a short survey to users regarding how often they use FAQ; do they find FAQ helpful
    • How often do you use the library FAQs?
    • When you use the FAQs, do you find the answer you are looking for?
  • Overall, how helpful do you find the library FAQs?
  • Survey librarians and staff on how frequently the questions they receive are answerable by an FAQ
  • In person survey
  • Questionnaire
    • On average, how frequently do you receive user questions that are answerable by one of the library FAQs?
    • How often do you direct users to the FAQs?

IV.  Study Environment

  • Reference stats can be taken online
  • Surveys and questionnaires can be given and evaluated online

V.  Personnel

  • Members of Reference
  • Circulation staff
  • Other librarians

VI.  Necessary equipment

  • Library software like Springshare (for FAQs)
  • Library software like Springshare LibInsight (for statistics data)
  • Library software like Springshare LibWizard (for survey/questionnaire)
  • Library website

VII.  Case study-(hypothesis)

  • Search local and national university FAQ systems
  • Create to help library users access to instant answers
  • Evaluate by statistics module to track usage
    • Queries with no answer (may need to add an FAQ)
    • Queries with answers (successful)
    • Number of hits each question may generate (success or need to edit FAQ)
  • Overall, the FAQ could find itself to be a very valuable reference service