At the bottom is this page is the fifth and final tutorial that all library employees are asked to take to learn more about our FAQ.
The patron-facing, public side of the FAQ is found at this link (the Chat & FAQ link from the Library Website).
Did you know? You don't have to link to just ONE single FAQ answer. Example links to content in the FAQ that you can use in answering questions :
All library employees are in some way responsible for making sure our FAQ are current and have accurate information. Though only CTLs and Librarians will have access to create and update FAQ, it is the responsibility of all staff to report inaccurate information or suggest new FAQ be made if there isn't one that covers an issue. You can reach out to any librarian or CTL to let them know. Or, anonymously suggest an FAQ be made or updated (link from the LibAnswers Dashboard) here.
It is recommended you bookmark the FAQ public-facing search page ("Chat & FAQ" link) at your station or at least the Library Website so that you can get to the "Chat & FAQ" link here:
(Open image in new tab to expand, first answer gives info about Office 365, not Office 2010. Editors of right answer didn't realize the original was linked elsewhere. Also, answer on the left starts answer off with "Yes..." which is an odd way to answer the title/question)
For the Ask Us! library group:
Create FAQ if there is not already an answer for a question.
FAQ answer should have only one (1) Topic assigned to it.
Keywords can be unlimited and duplicate content found in answer or title, though it's not mandatory that they do (can make widgets from keywords so reuse of a word might be necessary). Keywords can be misspellings, varied spellings, pluralizations.
Keep the audience in mind. The audience for FAQs is not just for students, but should keep students who might come across it in mind. If information is for a specific group (students, staff, faculty), edit the information to say so. Keep language general where possible (instead of saying “students should use the Discovery catalog to find this information,” say “users” instead, because faculty and staff can search our catalog too!).
Add a note to the FAQ if it is important to your area of work so that there is context if someone else tries to edit it or delete in the future. They will be able to make a more educated decision based on that.
Unless there's a reason to not use the default font "style," use the default as well as the size default. (no weird fonts, please!).
Type in italics Publication titles (books, magazines, journals), use quotation marks for "article titles" or "sections of works" like chapters.
It's recommended to type in bold any website titles, areas, departments, and etc. that are part of a pathway. Such as "select Hotspot & Laptop Loan Program under the Services column of the website." This will make them stand out.
Link text, do not copy and paste a url unless it is very short and relevant. See previous point for example of linked text.
Make use of numbered steps or bullet points where applicable.
Follow accessibility guidelines (get tips on the Best Practices LibGuide) and be aware of how people are using our services. Use language like "select" instead of "click on" because many people are on their phones or mobile devices without a mouse.
For Ask Us! Library group:
Metro Campus Library: 918.595.7172 | Northeast Campus Library: 918.595.7501 | Southeast Campus Library: 918.595.7701 | West Campus Library: 918.595.8010
email: Library Website Technical Help | MyTCC | © 2024 Tulsa Community College