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As most librarians will tell you (or, at least, as I would tell you), FAQs are part of the behind the scenes foundation for reference. They make our lives easier, speed up our response times, and generally help us not spend hours redoing work we just did last week.

The decision to add or delete an FAQ is as much an art as a science, and there's no exact set of rules that will apply to every FAQ. Instead, it depends on a number of factors, including curriculum, library resources, and website changes.

The purpose of this guide is to provide guidelines on how and when FAQs should be added to the Library, as well has a continuing review process and procedures to remove or unpublish FAQs that are no longer needed.

This guide offers procedures for:

  • gathering data on user queries; 
  • evaluating user queries to determine if there is FAQ need;
  • creating FAQs; and 
  • reviewing existing FAQs for relevance.

FAQ Analysis Frequency

FAQs and FAQ data are reviewed twice a year to keep the FAQ collection relevant. Some FAQs will be added individually as needed, particularly in response to technical issues, library website changes, or database changes.

Additional Assistance