Treffer: Afterthought or asset? Integrating FAQs into the reference ecosystem by applying RUSA guidelines.

Frequently Asked Questions (FAQs) are an essential yet understudied component of academic library services. While conventional virtual reference modes such as chat and e-mail may be assessed against the Reference and User Services Association (RUSA) <italic>Guidelines for Behavioral Performance of Reference and Information Service Providers</italic>, FAQs remain outside these standards despite their use as first points of contact or query. This paper argues that library FAQs should be treated as integral parts of the reference ecosystem and held to comparable service standards. Through a review of the literature and a case study from Queen’s University Library, the ways in which FAQ knowledge bases can adhere to existing RUSA guidelines are explored. A framework is proposed that aligns with key RUSA categories with actionable prompts and examples specific to the FAQ environment. This framework emphasizes user-centered design, accessibility, and service quality. This case study illustrates the opportunities and challenges of integrating RUSA-aligned principles into FAQ development and maintenance. By reframing FAQs as asynchronous reference tools deserving of the same quality assurance as traditional services, library professionals may better recognize their strategic value in academic libraries and hold FAQs to the same professional standards as other forms of reference services. [ABSTRACT FROM AUTHOR]