[Publib] Counting Reference Questions

[Sue Kamm]

Do you count such questions as:  Where's the restroom?  Where are your computers?  Where's the copy machine? then you could probably count the computer questions.  

In my library, the computer-sitting queries are answered by the paraprofessional staff in the Serials Division.  We also have a techie in the library during weekdays.  

I wonder if it's the best use of librarians' time to have them coping with computers.

-----Original Message-----
>From: Lisa Sheffield <lisa.sheffield at transylvaniacounty.org>
>Sent: May 15, 2008 8:02 AM
>To: Publib at webjunction.org
>Subject: [Publib] Counting Reference Questions
>
>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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Your friendly CyberGoddess and Councilor-at-large,
Sue Kamm
Inglewood/Los Angeles, CA
Truest of the Blue, Los Angeles Dodgers Think Blue Week 2000
Visit my blog:  http://suekamm.blogspot.com
email:  suekamm [at] mindspring.com
"High fly ball into right field ... she is gone!  In a year that has seemed so improbable, the impossible has happened!"  
- Vin Scully, describing Kirk Gibson's walk-off home run, Game 1, 1988 World Series