Ask Us Anytime: Creating a Searchable FAQ Using Email and Chat Reference Transcripts

Abstract

Users are increasingly expecting services to be available outside traditional venues and time frames. Clearly, not all library functions and services can be performed all the time, but a Frequently Asked Question (FAQ) tool is one function that can be. Librarians at Notre Dame decided to create a searchable FAQ database as a method to efficiently reach users at their time and point of need and as a way to provide instant, virtual feedback to common questions. The content for the FAQ database was derived from the analysis of over 3000 chat and email questions collected over the course of three years’ use of Docutek, an email and chat reference software. The process of coding the questions as well as the technological solutions employed to create a searchable database of frequently asked questions is described. A link to the FAQ appears on the ND Libraries Ask-A-Librarian page and has already seen much use.

KEYWORDS:

• FAQ
• email reference
• chat reference
• data collection
• data analysis