[Publib] Counting Reference Questions

[Michael]

Just my $.02 on this Lisa..

I've felt the core categories for public libraries generally align this way
shown below. Some libraries may not collect data or use these categories,
however.

 * Informational - directional, short answers from desk resources, how to,
do you, how do I
 * Reference - brief (under x time/fewer than x resources) answers or
results using reference collections at hand, online reference for short,
factual answers
 * Research - longer than x time, more than x resources to answer;
bibliography or results provided, list of sources consulted provided, etc.

All the ones you listed would fall into the informational category. Hope
that helps..

Best,
Michael aka DrWeb
(speaking only for himself)
drweb2 at gmail.com

On Thu, May 15, 2008 at 8:02 AM, Lisa Sheffield <
lisa.sheffield at transylvaniacounty.org> wrote:

> 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.
>
>
>
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