Reference Statistics

Reference Statistics FY 2004 | Old Stats Central

Definitions | Reference Question Examples | Other Question Examples | Research Appointments | Follow-Ups
How to Use the Excel File | Tick Sheets

Reference statistics for the all libraries are collected centrally in Excel files stored in the PS-Stats folder on Turnpike.

Definitions:

Reference questions
(The following is based on the definition of reference transactions from the Association of Research Libraries as of 2002.) A reference question is any question that involves knowledge, use, recommendation, interpretation, or instruction in the use of one or more information sources. Referral service is included. Information sources include print and non-print material, databases, the library's own catalog and other research tools, other libraries and institutions through communication or referral, and people both inside and outside the Libraries. If the question involves both reference and directional or "other" information on the same topic, it should be counted as one reference question.

"Other" questions
Any question which does not meet the above definition of a reference question.
Circulation staff: Exclude normal circulation transactions (material checked in and out, holds, recalls, renewals, etc.).

When in doubt as to how to record questions, use your best judgment.


Reference Question Examples:

  1. A user requests help in catalog and database searching on one topic, e.g., " How do I find information on Michelangelo's David?" Mark as one reference question.
  2. Additional questions on the original topic should be considered as part of the original question, NOT as additional questions, for counting purposes. (e.g., " And now that we've identified a relevant article, how do I get the article since MIT doesn't have it?")
  3. A user sends an Ask Us! - Email wanting to track down 4 citations in a bibliography. Mark as four reference questions on the "Away from the reference desk" form, in the appropriate time category spent on each question.
  4. A user at the reference desk asks three questions on three different topics, e.g., "I need data on average income in Massachusetts. Also, do you carry XYZ journal? Also, can I get a Harvard Reciprocal Borrowing application?" Mark as
    three reference questions.
  5. "How do I download from this database?" -- Mark as one reference question.
  6. "The computer I am using is doing something weird." Mark as one reference question.
  7. "I'm having trouble with the printer." Mark as one reference question.
  8. "Do we have online access to American Economic Review? And what databases are available for international economic statistics?" Mark as two reference questions.
  9. An application for a special borrower card (Harvard, BLC, Countway, etc.) should be counted as one reference question.
  10. "I'm designing a web page and I'd like your advice. Where can I find copyright guidelines for posting content on the web? Also, what's the best way to find out about any library resources that may be relevant? Also, what types of library holdings can I link to from my web page?" Mark as three reference questions.


"Other" Question Examples:

  1. " What do I need in order to check out a book?" Mark as one other question. "What is the policy on term loans?" Mark as one other question.
  2. " Where does my article print?" Mark as one other question.
  3. " The printer is out of paper." Mark as one other question.
  4. "May I borrow a [pen, stapler, paperclip...]?" Mark as one other question.


Research Appointments:

A research consultation should be counted as one question. Use tick mark under the appropriate time category on the "In Person Questions" line on the "Away from a Public Desk" form.


Follow-ups:

A "follow up" is the work done to finish a transaction in any format, from any previous interaction, including reference desk.

A follow-up is also a transaction to complete the answer to a question, i.e., a user asks a complicated question at the reference desk, or during a research consultation, or during any other interaction. The librarian does not have an immediate answer, and tells the user that he/she will work on it and get back to the user.

For each "follow up", place a tick mark in the appropriate time category on the "Away from a Public Desk" form.

 

 

 

Page created by Jennifer Edelman July 19, 2002; updated by Jennifer Edelman August 20, 2003 .

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