Ask us anytime: creating a searchable FAQ using email and chat reference transcripts.
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 se...
| Publicado en: | Internet Reference Services Quarterly Vol. 14; no. 3/4; pp. 67 - 82 |
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| Autores principales: | , , |
| Formato: | pictorial tables/charts Journal Article |
| Publicado: |
Taylor & Francis Ltd
2009
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ccm&AN=105308541&site=ehost-live header: @attributes: shortDbName: ccm uiTerm: 105308541 longDbName: CINAHL Complete uiTag: AN controlInfo: bkinfo: dissinfo: jinfo: jid: 10875301 67X jtl: Internet Reference Services Quarterly issn: 10875301 maglogo: N pubinfo: dt: 2009 vid: 14 iid: 3/4 pid: 377 pub: Taylor & Francis Ltd place: Philadelphia, Pennsylvania artinfo: ui: 105308541 2010543497 10.1080/10875300903256555 105308541 ppf: 67 ppct: 15 formats: tig: atl: Ask us anytime: creating a searchable FAQ using email and chat reference transcripts. aug: au: Jones S Kayongo J Scofield J affil: Hesburgh Libraries, University of Notre Dame, Notre Dame, IN, USA sug: subj: Database Design Internet Library Reference Services Website Development Electronic Publications Libraries, Academic Program Implementation Software ab: 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. pubtype: Academic Journal doctype: pictorial tables/charts Journal Article ougenre: Article language: English refInfo: holdings: @attributes: islocal: N |
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