[Publib] Counting Reference Questions

[Corner, Dean]

Thank you, Susan, for the only legitimate definition of a reference
question.  All else isn't worth talking about unless one loves to keep
track of absolutely everything reference staff does.
New York State includes the use of these sources for answering reference
questions.  I would also add "personal knowledge of the reference staff"
(verified, of course) as another source.

Information sources include:

Print and non-print materials 
Electronic collections and online tutorials 
Catalogs and other holdings records 
Communications with and referrals to outside libraries, institutions,
community and governmental agencies of all kinds 
 


 
 
Dean Corner
 
Director of Reader and Information Services
Maine State Library
64 State House Station
Augusta, ME 04333-0064
207-287-5604
207-287-5615 fax

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Susan Vittitow
Sent: Thursday, May 15, 2008 12:22 PM
To: Sue Kamm; Lisa Sheffield; Publib at webjunction.org
Subject: Re: [Publib] Counting Reference Questions

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.




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