Frequently Asked Question (FAQ) pages are part of many academic and health science library public-facing websites and are an essential wayfinding tool for patrons. Since 2010, the University of Nebraska Medical Center Library has used the FAQ system available from Springshare’s LibAnswers platform to host “ready-made” reference questions that direct users to the answers for commonly asked questions. The FAQ is full of questions and answers that the library staff thought met users' needs. It received moderate cleanup attention over the past eight years but could not tell if it contained the right information organized in the best way. In June 2018, the FAQ was overlaid with the Query Spy tool, a Springshare analytic feature that tracks users' questions (text entered in a query box on the main page or FAQ widget), IP addresses, results, and query dates. The queries were reviewed and the overall FAQ activity quarterly through June 2019. This presentation will provide an overview of common FAQ problems, selected interventions, issues specific to an academic health sciences library, and present a procedure that can be coordinated with QuerySpy for other SpringShare users.
