The idea for an FAQ platform stemmed from the growing number of online courses and degree programs at the University. Distance learners could self-serve, finding answers to their questions in a familiar format. Most websites have an FAQ page, after all. 

Jane Kessler, Head of Reference and Research Services, and Lauren Puzier, User Experience Librarian, oversaw the implementation of the program. When asked what they liked about the FAQ platform, they both noted how it shows that librarians anticipate the needs of students, a proactive approach to reference librarianship. 

“We are trying to improve user experience with the Libraries, and FAQs make it as easy as possible to get quick answers,” says Puzier. “They help our own library faculty and staff, too,” she adds. “If a student visits the reference desk or contacts us on chat, we can quickly pull up an FAQ to provide them an answer. They streamline things and help keep our answers uniform.” 

The system is highly customizable as well, a feature Kessler enjoys. “We can pull queries directly from chats and turn them into FAQs!” she explains. “Plus, we can promote or feature certain questions depending on the time of year. The FAQs can match up to the course of the semester.”