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FAQ SOP

FAQ Review

To ensure FAQs remain relevant they should be reviewed twice a year. In addition to reviewing usage statistics, FAQs should be considered when databases are added or deleted, changes in the Library website occur, or entries use outside links that may have changed.

 Use Knowledge Base Explorer to review FAQ usage.

  1. Open LibAnswers.
  2. Select Answers.
  3. Select FAQ Entries.
  4. Set filters (for example, set the Status to Published and the the Group to Published) and press Filter.
  5. Sort by the Updated field to view oldest FAQs
  6. Select the Monthly link next to each FAQ to view total views by month OR select the Statistics tab to view monthly views per FAQ as well as graphical breakdowns.

Changing an FAQ's Status

If you determine that an FAQ is no longer needed or relevant, its status can be changed or deleted.

  1. Open the FAQ to edit it.
  2. Select the Change Status box at the bottom of the page.
  3. Change the status or select the Schedule a Status Change box.
  4. To schedule a status change, change the status and enter a date for this to occur. 

Deleting FAQs

FAQ Usage Data

Specific FAQ needs may change over time. In order to evaluate whether an FAQ is being viewed, or specifically, not being viewed and should be deleted, look at its usage statistics.

Total View Statistics

  1. In LibAnswers, open the Stats drop down menu and select FAQ Entries.
  2. From the FAQ Entries page, select Export FAQ.
  3. Open the file in Excel and sort the columns by Total Views.

Views By Month Statistics

  1. In LibAnswers, open the Stats drop down menu and select FAQ Entries.
  2. From the FAQ Entries page, select Export Views by Month.
  3. Open the file in Excel and sort the columns by FAQID.

FAQ Deletion Factors

As a general rule, FAQ views in the single digits should be evaluated for deletion (or "unpublishing"). Before deleting an FAQ for low usage, consider:

  • When was the FAQ published? Is it relatively new?
  • Are the monthly views in a pattern to suggest it may be, or has been, relevant to a specific course? Is that course retired or active?
  • Is the FAQ more appropriate for staff? Should it me moved to the Staff-Only FAQs group?
  • Should the FAQ be unpublished rather than deleted?