Thanks to everyone who replied. I appreciate that so many of you took the time to give us your feedback!

We will be completing the final edits next week and hope to have the FAQs available in late July. At that point you will receive more information on how the FAQs will be integrated with Ask Us.

In the meantime, if you have any questions just send me an email.

-Kyle

Kyle A. Feenstra Coordinator, Learning & Instruction Support University of Manitoba Libraries kyle.feenstra@umanitoba.ca 204-480-1053

From: Kyle Feenstra Kyle.Feenstra@umanitoba.ca Date: Thursday, June 20, 2019 at 9:28 AM To: "lib-virtual-ref@lists.umanitoba.ca" lib-virtual-ref@lists.umanitoba.ca Subject: Reminder: Help Us Review the new FAQ system

Hi Everyone,

This is just a friendly reminder that we are inviting feedback on the new FAQ system. We are especially interested in receiving feedback from support staff who are regularly scheduled on Ask Us. If you are able please reply to this email by the end of the week.

Thanks!

-Kyle

From: Kyle Feenstra Kyle.Feenstra@umanitoba.ca Date: Friday, June 14, 2019 at 10:09 AM To: "lib-virtual-ref@lists.umanitoba.ca" lib-virtual-ref@lists.umanitoba.ca Subject: Help Us Review the new FAQ system

Hi Everyone

We are getting close to launching our new FAQs but before we complete final edits and go live we would like to invite you to test the system and give some feedback.

You can view the FAQ website at https://umanitoba.libanswers.comhttps://umanitoba.libanswers.com/. When we go live the FAQs will be linked from the Ask Us slide-out in Primo to encourage users to consult the FAQs before they initiate a chat. Please keep in mind that the FAQs do not replace the content currently found in the Help Hub. Instead they are designed to help users navigate to Help Hub information more easily and reduce the number of basic questions asked through virtual reference.

If you would like to offer feedback you may do so by replying to this email by June 21. Please pay particular attention to any:

* Broken links * Incorrect information * Errors in spelling or grammar * Website glitches (both mobile and desktop views)

The questions included in the FAQs were chosen based on the most commonly asked questions documented in chat transcripts over an 18 month period. At this time, we will not be adding any additional FAQs. We will however, periodically review this resource as library services and user needs will inevitably change.

Please also note that we are not reviewing the content of Help Hub pages as part of this process so please limit your review to FAQ pages only. Thanks for your help with this.

-Kyle

Kyle A. Feenstra Coordinator, Learning & Instruction Support University of Manitoba Libraries kyle.feenstra@umanitoba.ca 204-480-1053