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