Reference Statistics Policy 2010

As of July 1, 2009, we will focus on taking accurate reference statistics during 4 sample weeks per year. We will no longer take daily reference statistics, either at the desk or away from the desk.

Historically, only desk and professional staff have taken reference statistics, but many people in non-public services units are asked questions that should count as reference or directional questions (although you may not realize it). Starting July 1, during sample weeks, any time you are asked a question by a library user, no matter what your position in the Libraries, count the question on a statistics sheet.

Definition of "reference" and other":

If you're already used to taking reference statistics, you'll see small changes on the reporting sheet, including addition of the new definition of reference and "other" statistics. We're defining "reference" a little bit differently than we have in the past:

• Reference Transactions are information interactions in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet particular information needs.
• Other transactions include exchanges that provide assistance with locations, schedules, equipment, supplies, or policy statements. Other transactions also include lengthy circulation questions that are not counted through the Aleph system.
• Reference Work includes reference transactions and other activities that involve the creation, management, and assessment of information or research resources, tools, and services. (Don't count this reference work on the sample week sheets.)

How to count: Each time a library staff member encounters and helps an individual, regardless of number of questions answered within that transaction, counts as a transaction (a tick mark) for statistics-taking purposes.

How to report: If you're part of a public services unit, continue to submit sample week statistics to your local reference coordinator or other designated person in your unit. Reference Coordinators: send one summary sheet per unit to the Director's Office. (Don't send individual sheets for each person in your unit.) If you don't have a reference coordinator, or if you're in a non-public service unit, send your statistics sheet directly to Jess Borchetta, in the Director's Office.

SPECIAL REFERENCE STUDIES:

There will be opportunities to gather additional data regarding reference transactions a few times a year in short-term studies. RISG will oversee these additional studies and will collaborate with other groups to ensure that desired data is gathered. Examples of information that could be gathered are amount of time spent on questions & customer satisfaction. If you have ideas on data that you would like to have collected, send them to RISG: risg-lib@mit.edu.