[Publib] Counting Reference Questions

[Lisa Sheffield]

I need some input on how different questions "count" as reference
questions.  Traditionally, any question that required a resource was a
reference question.  And I think that one is still easy for my staff to
count confidently.  What I am finding is that they seem unsure if it a
reference question if it relates to equipment.  So, for instance, would
these scenarios be a reference question in the way your library "counts"
reference questions?

A patron at one of the library's computers has:

1.  Pulled up a website and asks -- The form that I need to print out is
somewhere on this website and I can't find it -- can you help me?
2. Pulled up a website and asks -- I need to print this page and take it
with me -- can you show me how to do that?
3. A document open and asks -- I need to send this file via email -- Can
you show me how to attach the file?
4. Brought a flash drive and asks -- How do I plug in my flash drive?
5. A document open and asks -- How do I change the (font, color, margin,
etc...) on this document?
6. A media file open and asks -- How do I turn down the volume on the
headphones?
7. A downloaded file on the desktop and asks -- How do I burn this file
to a CD?

A patron on their own computer has:
1. Been unsuccessful in trying to connect to our wireless and asks --
How do I get on your WiFi connection?


Some of these are pretty clearly "reference questions" to me -- some of
the others, I am not as certain of.  What do you think?  Any clear
indicators and guidelines out there to help me get a better grip on
this?

Thanks in advance for you input,
Lisa


Lisa Sheffield
Adult Services Librarian
lisa.sheffield at transylvaniacounty.org
Transylvania County Library
212 South Gaston Street
Brevard, NC 28712
828-884-3151, extension 226
Opinions expressed are my own.