When the President of LaGuardia Community College in Queens, New York City wanted to support student success by providing user-friendly, accurate answers to student questions, she turned to the Library to lead a college-wide, knowledge management initiative. Not only was the Library the multidisciplinary heart of LaGuardia, it possessed the needed expertise in organizing and maintaining information resources. This campus-wide collaborative project began with implementing an online knowledge base--Ask LaGuardia, launched May 2014. The goal of Ask LaGuardia is to give our community of students--many of whom come from lower income or immigrant families--the one correct answer to common questions about the College. Running on a commercial platform, it incorporates the different ways these first-generation college students ask questions into its metadata. The Metadata Librarian manages the life cycle of the knowledge base and was key in developing the solutions shown in the “Challenges Met” section and in keeping content in an ever-evolving environment up-to-date. Usage has grown over the 2+ years Ask LaGuardia has been running as the amount of content in the knowledge base has likewise increased. You can find and try Ask LaGuardia at laguardia.intelliresponse.com. Ask LaGuardia works to help students navigate the complexities of a large, urban college by meeting them where they are and taking them to where they need to be.
Jardine, Elizabeth and Capuano-Vella, Loretta, "One Right Answer: A Community College Library's Leap into Knowledge Management" (2016). CUNY Academic Works.