Keeping track
From SLNSW
For every reference transaction, list the resources used.
Contents |
Keep a Record of Your Search
Throughout the reference process, keep track of the questions, the information you gathered in the interview, and the sources you've tried. Keep track of anything that might help you, another staff member, or another library to continue work on the reference transaction if the question is referred.
When you are working on complicated searches you should make note of the books, online sources and other resources you use. Also note the subject headings you use in working with databases and the inclusive dates of the databases you check. List the specific titles you use. Do not record a statement like "all the books here" or "all our antique books," in case the question must be referred to another library. Call numbers may not be helpful at the next level either, but the author's last name and the book's title should be enough to identify the source for most purposes. You can always print or e-mail a list from the catalogue.
Use a Form
If your library management system has a form for referring questions elsewhere within your system or to another library, you may choose to use the form from the beginning with each reference question. This has several advantages:
- If you are interrupted, you can pick up where you left off without duplicating work.
- Patrons appreciate knowing where you have looked, even if the search was not successful. This is also useful for other staff who may be helping the patron so that they do not have to keep repeating the information request.
Official Counts of Reference Transactions
You may also need to keep track of the number of questions (transactions) as well as the resources used. A reference transaction is "a transaction with a client. It involves the knowledge, use, recommendation, interpretation, or instruction in the use of one or more informational sources, by a member of the library staff. It includes information and referral services". These statistics are reported annually and can be searched within Bibliostat connect (login required).
[Definition of an Information Request from PLEG]
What's not a transaction, and why it matters
A directional transaction involves directing a patron to specific places or items in the library. All library staff should be able to distinguish and contrast a reference transaction from directional transactions in order to keep better statistics on library activity.
Statistical measures are important as indicators of service to your community. Although statistics alone do not measure the activity in your library or its importance, statistical measures can help in evaluating current services and may impact planning (and budgeting) for new services.
Major Point: Keeping track of your search helps others who may work on the search and helps in planning future services.
Exercises
- Does your library management system have the capability to keep track of reference questions?
- Do you use it?
- Does your library have a place where frequently asked questions are recorded?
- Does your library keep track of reference questions all the time or at certain times of the year? What are the statistics used for?
