Managing user questions using cloud services: KAUST library experience

iMacMy paper for the previous Special Libraries Association / Arabian Gulf Chapter (SLA / AGC) 2017 has been uploaded to our university library’s repository.  Here’s the link to the full paper.  It (paper) outlined the tasks undertaken to implement our virtual reference tool (LibAnswers) as well as the challenges faced.

One of the benefits that we reaped after implementing this:

  • Eliminate chaos in tracking, replying and monitoring all questions coming via email / online forms
  • Better statistics management
  • Tagging feature
  • Public-Facing FAQ website for our users

Moving forward, we are taking a look at implementing the Ref Analytics feature.