A library's website is a virtual point of contact for interacting with its patrons. Ensuring has easily findable content critical providing access to library resources and highlighting services events. One tool assisting findability chatbot, form artificial intelligence software. In this case study, Lehman College's Leonard Lief Library implemented Ivy, proprietary educational software chatbot on website, the first kind an academic library. This functioned as new that assisted users seeking...

In August 2020, CUNY transitioned to ExLibris' Alma, a cloud-based Library Services Platform (LSP). Led by the Office of (OLS), migration resulted in new processes replace existing ones. This case study describes how Lehman College and Queens College, both part CUNY, created workflows for ordering, invoicing, activating, cataloging eBooks Alma. A workflow activating was also necessary because would now be using Ex Libris' Primo VE, an upgraded discovery system. The article discusses...

In 2020, the Leonard Lief Library created a searchable online knowledge base (FAQs) as complement to virtual reference during library's pandemic-related closure. One year of search query data was used assess base. This paper discusses assessment's findings and planned improvements FAQs. A content analysis user queries revealed what users are seeking in The study examined actions taken by after conducting determine base's success rate. successful answering questions almost half time. top...