[Publib] Counting Reference Questions

Thu May 15 15:21:36 EDT 2008

I follow the "if I have to figure out how to use the website then it's a
reference question" philosophy.  This would include helping someone set
up an email account, find a particular piece of information on a web
site, how to find the resume template in Word, set up cells in Excel,
etc.  We do not actually do the work after we've completed the above, we
just find it and/or offer advice based on our knowledge or on our
ability to navigate the site, much like we would help someone use a
print resource.

I also include as reference questions: do you have Word?  Do you have
Excel?  They are just as valid as a title search. 

We do not include as reference questions helping someone print
something, how to make the font larger, why someone cannot download
something.  Although, in a stretch, these might fill the definition of a
reference question, these we consider to be more directional than
reference. 

Dean

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: Lisa Sheffield [mailto:lisa.sheffield at transylvaniacounty.org] 
Sent: Thursday, May 15, 2008 3:06 PM
To: Corner, Dean; Susan Vittitow; Sue Kamm; Publib at webjunction.org
Subject: RE: [Publib] Counting Reference Questions

Thanks to everyone for the prompt and thoughtful responses!

Yes, the guidelines for our state reporting give the same definition --
but it is the "interpretation" of the definition that I am struggling
with.  

We do count what we call "directional" questions separate from
"reference" questions -- Those would be questions like -- Where are the
bathrooms? and How much does a copy cost? -- We still count them, just
separately and they aren't reported to the state as part of our annual
report.  

The issue for me is what exactly constitutes an "information source"
from the definition AND what exactly does the word "instruction" imply.
If you "interpret" that a computer is an information source (or a means
to get to an information source), then the instruction of someone on how
to use that computer IS a reference transaction.  As Susan noted, "I
interpret that..." 

So, whose interpretation do I use?  I don't want to have to interpret --
I would like to "know" and that may be something that just isn't
feasible.

Because we haven't been counting most of these scenarios with the public
as "reference" -- I am worried that we are somehow under-reporting our
usage statistics IF everyone else out there is, in fact, counting them.
I believe that it is very important that we are all reporting the same
way -- otherwise, we are comparing apples and oranges when you look at
statistics from library to library, and state to state.

And judging by the array of responses I have gotten -- everybody seems
to be counting in a wide variety of ways.  Some folks said none of the
scenarios were reference questions, some said half, some said all.  

"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." 

Clear as mud, huh?

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. 

-----Original Message-----
From: Corner, Dean [mailto:Dean.Corner at maine.gov]
Sent: Thursday, May 15, 2008 2:36 PM
To: Susan Vittitow; Sue Kamm; Lisa Sheffield; Publib at webjunction.org
Subject: RE: [Publib] Counting Reference Questions

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.

_______________________________________________
Publib mailing list
Publib at webjunction.org
http://lists.webjunction.org/mailman/listinfo/publib