[Publib] Counting Reference Questions

[Carol Coffey]

Lisa, in our counting method, all of these questions would count as
Instructional Assistance.  We came up with this category to distinguish
between helping patrons find information and helping patrons use
technology.  Our other main categories for reference assistance are
Reference/Readers Advisory (reference questions, help doing research,
help finding a book to read, etc.) and Directional (where are the
bathrooms, what time do you close, etc.)

Our instructional assistance is subdivided into Internet, Word
Processing/Office, Databases and Other, which covers things like the
copiers and microfilm readers.  The instructional assistance questions
are weighted to count like Reference/Readers Advisory; we assume they
take longer and require more skill than directing someone to the water
fountain or giving them the phone number to another branch.

Hope this helps.
Carol


Carol Coffey
Library Services Development/Reference
Central Arkansas Library System
100 Rock St.
Little Rock, AR 72201
ph 501-918-3010
fax 501-376-1830
ccoffey at cals.org
www.cals.org

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Lisa Sheffield
Sent: Thursday, May 15, 2008 10:03 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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