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LibAnswers from Springshare is a reference tool that builds a searchable public FAQ and staff knowledge base by automatically aggregating actual patron questions submitted via the Web, SMS (text), and Twitter, and answered by library staff. Library staff can also build the FAQ and knowledge base by creating their own question and answer pairs. An optional reference analytics module integrated into LibAnswers tracks and reports transactions across multiple variables. This review describes the features of LibAnswers as well as advantages and disadvantages of the software.

Publication date: April 1, 2011

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