VALE REFERENCE SERVICES COMMITTEE
January 5th, 2011
VALE MEMBER LIBRARIES -52 academic institutions(68 physical
locations on the map;
Some institutions operate more than
one library )
http://valenj.org/members/member-map
“A reference transaction is an information contact that involves the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff….”
“…Duration should not be an element in determining whether a transaction is a reference transaction”….. (ACR)
http://www.ala.org/rusa/resources/guidelines/definitionsreference
February 14, 2011: Survey launched◦Mass e-mail to NJ Directors list
February 23rd: survey re-sent March 3rd: individual emails sent Responses received from 37 libraries
(including 5 Rutgers libraries) OF THOSE THAT RESPONDED, TWO LIBRARIES
DO NOT COLLECT REFERENCE STATISTICS 30 INSTITUTIONS (58% of VALE members) 35 individual libraries (5 Rutgers libraries)
13 PUBLIC; 12 COM. COLL.; 10 PRIVATE
1) What kind of data is collected in your library (libraries)?
2) How do you define different reference transaction categories?
3) Are statistics collected only at the reference desk?
4) Do you collect the data on a daily basis or as a sample (once a week, once a month)?
5) Do you register each question or rather each reference transaction?
6) Do you use an electronic tool to collect the data? Is so, what type of software program is used?
7) How is the collected data being used?
Three main categories with a variety of terms: Research: reference, extended reference,
demonstration &/or instruction, consultation, professional, research levels;
Directional: information, ready reference, quick reference, basic, activity;
Technology related: computer assistance, technical support;
Other types: Virtual (electronic) reference includes: IM, Meebo,
Q&A NJ, text-a –librarian, blog visits, chat, e-mail; Phone Assignments Government documents
Research/Reference – 34 (1 library did not identify this category) Directional - 31 (5 libraries either do not collect directional encounters or did not specify this category) Technology - 15 Email/Virtual Ref. - 13 Phone - 12
Main categories versus tiers or levels (level 1, 2, etc.)
Main categories and subcategories (general ref. vs. extended ref., “2 types of reference”)
General categories vs. specific categories (i.e. research assistance and consultation)
Virtual (phone) versus on-site reference General categories divided into time periods
(under 15 minutes, over 20 minutes etc.) Outliers: “…data (what type of data?) is
collected based on time of day including walk-in, telephone and chat.”
Research – more than 5 min.; Extended time – over 15 min.; “Reference transaction -questions that involve the use,
recommendation, and interpretation of library resources;” Research - means finding data, helping with search skill
sets, search criteria - no time limit. “use, recommendation, interpretation, or instruction of one
or more information sources;” Research levels from 1 to 4; “information contact that involves the use of one or more
information sources; consultation = reference question: skill base, strategy based
or non-resource; “we try to follow the definitions used in the ACRL statistics
gathering to differentiate directional from professional.”
Reference desk was omitted in several responses: “reference service (email and chat) are collected
separately,” or “Off desk/offices emails, phones, consultations”
Reference encounters (rowing?, appointments?) Phone /e-mail separately at the Ref. Desk
Ref. desk include in person, phone and e-mail; Chat separately, Libguides and dbase e-book use separately, but:
Ref. desk, e-mails, chat reference, library blog, phone.. Libguides/database usage/e-book usage –probably
not complete count – not everyone considered it a reference transaction (is this a reference transaction statistic?).
SAMPLE (7 libraries): Three weeks during semester 3 week period during the Fall semester Once a week 3 sample weeks spaced out during each semester2-3 times a semester sample week once per year Four weeks a year
MONTHLY (1) - cumulative
DAILY (27 libraries – 77%):Daily in three intervalsHourly / DailyCollected daily, reported by sampling
DAILY (27 libraries – 77%):Daily in three intervalsHourly / DailyCollected daily, reported by sampling
Transactions BUT (3 out of 23 libraries are not clear):“If it is a reference transaction than it is recorded as a reference transaction; should additional assistance for another service be needed, that too is recorded under the appropriate topic.”“If the students work on several papers, then questions.”“Each transaction but it’s usually at the discretion to the reference librarian how to record it.”
ELECTRONIC TOOLS IN USE:Google Tools/Google DocsIn house Access dbaseExcel & “spreadsheet” - 9NONE, but:“looking into developing home grown program” LibAnswers soon“our data librarian has developed a simple program that can be used at the Reference Desk.. which we're looking to implement”Gimlet trial version
None 23Excel 5
Paper to spreadsheet 4
Other 3
What kind of: “Annual reports““Reports to various associations”“We report them to library
associations that require them” “To understand the value of our
reference and research services”“Assessment ” (staffing, col.
development, instruction?)
Results – snapshot showing how academic libraries define, collect and use reference data
Data is being collected in three main categories with a variety of termsDefinitions of reference transactions varyReference desk still leading location for collecting dataDaily - preferable frequency for data collectionTransactions rather than questions Electronic tools – few; homegrown rather than commercialData used for reports, but also for staffing, coll. devel., assessmentNext survey - clarification of terms necessary !
FEW FORMS/SYSTEMS
CURENTLY IN USE
STEVENS INSTITUTE OF TECHNOLOGY
2009 - REFERENCE TRANSACTIONS
October
8am - 12noon 12noon - 4pm 4pm - 8pm 8pm - 10pm
19 M
20 T
21 W
22 R
23 F
October 10am - 12noon 12 - 2pm 2 - 4pm
24 Sat
2 - 4pm 4 - 6pm 6 - 9 pm
25 Sun
GEORGIAN COURT
KILMER LIBRARY REFERENCE/INFORMATION DESK STATISTICS Day________________ Date_______________ Time Codes Subject/Content Codes A=0-5 minutes GEN=General/Multidisciplinary HUM=Arts/Humanities B=5-15 minutes BUS = Business/Economics SCI= Sciences/Technology C=15-30 minutes CAR=Careers SOC= Social Sciences/Law D=30-60 minutes NOTE: For Directional Questions, just put a mark (1). If the directional transaction is over 5 E= 1 hour+ minutes, note the time code after the mark, e.g. 1-C. .
TIME 10-11 11-12 12-1 1-2 2-3 3-4 4-5 5-6 6-7 IN PERSON
Reference
Directional
BY PHONE Reference
Directional
TOTAL Reference________ TOTAL Directional_______ Reference transactions include: an information contact that involves the use of one or more information sources such as 1) print and non-pint materials; 2) electronic databases; 3) the library’s own bibliographic records; 4) bibliographic records of other libraries & institutions; 5) persons both inside and outside the library.
Directional transactions include: directions for locating facilities such as carrels, study rooms, scanners, and photocopiers; locating materials for which the user has a call number; supplying library handbooks, policy statements, and materials such as paper & pencils; assisting users with the operation of machines; and setting up PC Reservation accounts for guest users. Directional assistance provided as a part of a reference transaction should not be counted here. rev.jfc1/31/11
Recording Reference Statistics
2008
How to Record Click in the appropriate cell for the date and type of question
If it is the first question in that category for that day, enter 1 (one)
For all subsequent questions in that category on that day, simply enter the previous number +1. So for the second question, click in the cell and type 2. For the third, click in the cell and type 3, and so on.
Basic Information/Directional Directions, guest login, printer jams, etc
“Do you have copy machines?”
“Where do I go for CA101?”
“I have a call number for a book, where do I go?”
“Where do I check this out?”
Reference/Demonstration Assistance using the catalog
Demonstration of how to use computer, MS Word, PowerPoint, etc.
Anything that requires the librarian to look up a piece of information (for example – phone number for a campus office)
“How do I…?”
“Can you show me…?”
May take around 3-5 minutes or so to answer
May require “reference interview” questions to determine information need
Research/Instruction Requires a reference interview to determine information need
Usually takes longer than 5 minutes with patron or for librarian to find information
Anytime a librarian is instructing a student in research process or using library services
Phone/Online Should still be counted twice – once in the phone/ online column, and once by category
RARITAN VALLEY
DREW UNIVERSITY REFERENCE
STATS FORM
Berkeley College Gimlet.us
Gimlet.us
Gimlet.us
LibAnswers: http://www.springshare.com/libanswers/lib.html
Libstats: http://code.google.com/p/libstats/
Desk Tracker: http://www.desktracker.com/
RefTracker: http://www.altarama.com.au/reftrack.htm
Gimlet: http://gimlet.us/
Novotny, Eric, and Washington, DC. Office of Leadership and Management Services. Association of Research Libraries. "Reference Service Statistics & Assessment. SPEC Kit." SPEC Kit 268 (2002): ERIC. Web. 4 Jan. 2012.
2009 VALE Reference Services Survey Report, July 2010; prepared by Tony Joachim, edited by Jody Caldwell. http://www.valenj.org/sites/default/files/VALE2009SurveyReport_final_0.pdf
Panelists: Denise Brush - Rowan University Jennifer Heise -Drew University Pat Dawson - Rider University
Moderator David McMillan – Caldwell College
THANK YOUMaria Deptula
Berkeley College