Helping users Help themselves. Maximising LibAnswers Usage

Abstract

LibAnswers is a integrated add-on component of LibGuides which acts as a searchable FAQ database, as well as a console that handles email and text queries from patrons. This chapter explains how to maximise this software to most effectively provide answers to oft-asked-questions. Based on his expertise in setting up and assessing LibAnswers at the National University of Singapore, the author provides insight into user behavior when searching for factual information about the library as well as examples of fine-tuning the LibAnswers settings to best match user needs.