References
- Allen, E. J., Weber, R. K., & Howerton, W. (2018). Library assessment research: A content comparison from three American library journals. Publications, 6(1), 12. https://doi.org/10.3390/publications6010012
- American Library Association. (2015, October 23). Access to library resources and services. http://www.ala.org/advocacy/intfreedom/access
- Anello, K&, and Bonfield, B . (2007). Providing reference service in our sleep: Using a FAQ database to guide users to the right sources. Reference & User Services Quarterly, 46(3), 28–33. https://doi.org/10.5860/rusq.46n3.28
- Drummond, D. (2019, November 1). Creating library FAQ guidelines using Query Spy. Brick & Click Libraries Conference Proceedings, Maryville, MO. https://files.eric.ed.gov/fulltext/ED600185.pdf
- Freytas-Tamura, K. D., Hu, W., Cook, L. R., & Bhaskar, G. (2020, May 26). ‘It’s the death towers’: How the Bronx became New York’s virus hot spot. The New York Times. https://www.nytimes.com/2020/05/26/nyregion/bronx-coronavirus-outbreak.html
- Halperin, M., Eichler, L., Khanna, D., & Dreyer, K. (2006). Just the FAQs, ma’am: Sharing a business knowledge database. Journal of Business & Finance Librarianship, 12(1), 33–40. https://doi.org/10.1300/J109v12n01_03
- Holsti, O. R. (1969). Content analysis for the social sciences and humanities. Addison-Wesley Pub. Co.
- Jones, S., Kayongo, J., & Scofield, J. (2009). Ask us anytime: Creating a searchable FAQ using email and chat reference transcripts. Internet Reference Services Quarterly, 14(3/4), 67–81. https://doi.org/10.1080/10875300903256555
- Katz, W. A. (1997). Introduction to reference services. McGraw-Hill.
- LaBrake, M. (2019). Getting your FAQs straight: How to make your knowledgebase power virtual reference. Computers in Libraries, 39(8), 14–19. https://www.mattlabrake.com/uploads/2/4/9/0/24906257/writing_sample_-_computers_in_libraries_magazine.pdf
- Leonard Lief Library.(2022a). Leonard Lief Library FAQs. https://asklib.lehman.edu/
- Leonard Lief Library.(2022b). How do I find library eBooks? https://asklib.lehman.edu/faq/351512
- Lewter, B., & Profit, S. (2018). Talk back with Yik Yak? Exploring user engagement via anonymous social media in an academic library. Journal of Web Librarianship, 12(2), 107–120. https://doi.org/10.1080/19322909.2017.1406835
- LibAnswers statistics: Analyze public FAQ search queries using Query Analyzer. (2022). Springshare. Retrieved April 7, 2022 from https://ask.springshare.com/libanswers/faq/1656
- Montalvo, M. (2016). Virtual reference services in a Caribbean academic library: Helping users serve themselves. The Reference Librarian, 57(1), 23–34 doi:https://doi.org/10.1080/02763877.2015.1088425.
- Radford, M. L., & Connaway, L. S. (2013). Not dead yet! A longitudinal study of query type and ready reference accuracy in live chat and IM reference. Library & Information Science Research, 35(1), 2–13. https://doi.org/10.1016/j.lisr.2012.08.001
- Sugrim, S. (2020). Adapting to remote services: Getting started with a knowledge base for your users. Journal of Electronic Resources Librarianship, 32(3), 239–248. https://doi.org/10.1080/1941126X.2020.1791459
- Tobias, C. (2017). A case of TMI (Too much information): Improving the usability of the library’s website through the implementation of LibAnswers and the A–Z database list (LibGuides v2). Journal of Library & Information Services in Distance Learning, 11(1/2), 175–182. https://doi.org/10.1080/1533290X.2016.1229430
- VanLeer, L. (2018). Harness LibAnswers’ query Spy to meet user needs. [PowerPoint Slides]. Springshare. https://buzz.springshare.com/videohighlights/alamw2018/harness-libanswers-query-spy
- Wilairat, S., Svoboda, E., & Piper, C. (2021). Practical changes in reference services: A case study. Medical Reference Services Quarterly, 40(2), 151–167. https://doi.org/10.1080/02763869.2021.1912567