Penn Libraries Presents Marcella Barnhart and Kevin Thomas, "Digging into the FAQs"
Join the Penn Libraries as we present the work and research of our Library Staff. Today's event features:
Marcella Barnhart, director of the Lippincott Library and Kevin Thomas, Business and Data Analysis Librarian will talk about the Lippincott Library's Business FAQ.
The Lippincott Library's Business FAQ, a knowledge base of 300+ questions that receives over 100,000 views a year, is an integral part of the Lippincott Library's reference service offering. Marcella and Kevin will present their analysis of user query data gathered from the QuerySpy function in LibAnswers. Using machine learning techniques to analyze the data, they will address a range of questions including: What types of queries are more likely to be successful as defined by the user selecting a question from the existing knowledge base? What user behaviors are common for successful versus unsuccessful queries? Which FAQs show the greatest opportunities for improvement?
We look forward to seeing you there!