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Keeping TrackFor every reference transaction, list the resources used.Keep a Record of Your SearchThroughout 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 and online resources you use. Also note the subject headings you use in working with indexes and the inclusive dates of the indexes 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. Use a FormIf your system has a form for referring questions to second level reference, you may wish to use the form from the beginning with each reference question. This has several advantages:
Official Counts of Reference TransactionsDepending on your library's practice, you may also need to keep track of the number of questions (transactions) as well as the resources used. A reference transaction is "an information contact that involves the use, recommendation, interpretation, or instruction in the use of one or more information sources, or knowledge of such sources, by a member of the reference or information staff." [In Definitions of a Reference Transaction, the RUSA Board of Directors adopted the definition relevant to reference and adult services contained in American National Standard for Library and Information Statistics (ANSI Z39-1983).]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. Transaction Tracking in Virtual Reference ServiceThe virtual reference technology and forms used may provide automatic ways to capture transaction information. Frequently asked questions have special value, not just for keeping track, but in building databases to be used when answering repeated questions and building FAQs to assist patrons. However, special consideration must be given to patron privacy and confidentiality:
[Guidelines for Implementing and Maintaining Virtual Reference Services, Section 5.3]Major Point: Keeping track of your search helps others who may work on the search and helps in planning future services. Questions kept with virtual technology may be used to build a database or create FAQs.
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Keep track of resources consulted: others may work on the question later, or data may be used to evaluate services. Questions may be used to build databases and FAQs for virtual reference.
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Overview
Interview
People
Resources
Ethics
A female college student asked for a
biography of Jackie Kennedy. When given the book with "Onassis" on the cover she
asked, "Oh, is that her maiden name?" If you've forgotten, Bouvier was Jackie's
maiden name!