On March 8th, we tackled LibAnswers' Query Spy, a fantastic way to dig in to FAQ statistics and see what your patrons are really searching for.
Our two guest speakers discussed:
Reference & Instruction Librarian
The NorthCentral University Library uses LibAnswers as "Ask a Librarian" with over 300 FAQs. I've reviewed Query Spy data for search terms and question phrases that patrons actually use, then determine ways to improve our FAQ offerings. This includes adding terms as tags to existing FAQs increase the chance that they will be discovered in new searches and creating new FAQs.
Reference and Instruction Librarian
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 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.