[Publib] Counting Reference Questions

[Susan Vittitow]

The official definition of reference questions from the national FSCS (now PLSC) statistics collection reads:

"A reference transaction is an information contact which involves the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff." 

I would interpret it that if you were showing someone on a computer how to search the catalog or databases or the Internet, that would count as a reference question. If you're simply answering a technical question that does not involve an information source -- eg. "How do I print this?" -- it wouldn't count. Directional questions such as "Where's the restroom?" or "Where are the biographies?" should also not be counted as reference questions for the state/national statistics collection. 

If a library chooses to track directional and/or technical questions separately for staffing/management purposes, that's fine, but they should not be reported as reference questions to your state data coordinator. 






Susan Vittitow, Statistics Librarian
Library Development Office
Wyoming State Library
516 S. Greeley Hwy,
Cheyenne WY 82002
Phone: 307-777-5915
Fax: 307/777-6289
svitti at state.wy.us


>>> Sue Kamm <suekamm at mindspring.com> 5/15/2008 9:40 AM >>>
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.