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Strategies for Developing and Maintaining a Responsive FAQ Knowledge Base
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In 2022, the University of Alberta Library’s Virtual Reference Working Group recommended using LibAnswers software to create “a publicly available, searchable FAQ database based on real-world questions to enhance our service offerings to users.” I will describe our process for developing an initial set of FAQs, how we keep them current, and strategies we use to ensure the FAQs are responsive to library users’ needs.
This presentation was given at the 2024 NEOS Mini Conference in Edmonton.
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- Date created
- 2024-06-14
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- Conference/Workshop Presentation