[The formal policy is now located within the PS Documentation wiki space: https://wikis.mit.edu/confluence/x/wArbAg. 8/13/09]
Reference statistics sample week collection form
Sample reference statistics
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 and people who staff other areas of public service 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.
Sample weeks for FY2010:
July 13-19, 2009
October 19-25, 2009
January 25-31, 2010
April 12-18, 2010
Definition of "reference" and "other"
If you're already used to taking reference statistics, you'll see small changes on the statistics 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 on the statistics sheet. If you encounter the same individual for the same reason, but in a different transaction, count that as an additional tick mark.
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 assess reference activity 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, or effectiveness of referrals. If you have ideas on data that you would like to have collected, send them to RISG: risg-lib@mit.edu.