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Marx Library Staff Training for Reference: Desk Statistics

About Desk Statistics

The Marx Library uses desk statistics to help us determine how, when and with whom to staff the reference desk. We depend on these statistics to let us know when the busiest times are at the desk, and they help us keep current with the information needs of our patrons.

Statistics Definitions

Use this as a guideline when marking the reference desk statistics sheets. It’s not meant to be comprehensive, so use your best judgement:

Directional/Institutional Information: This would include reception-like requests such as directional questions about the building or campus, questions about specific library services, and taking messages.  Necessary Staff:  Marx Library staff and trained student workers.

Technical Assistance: This includes hardware and software questions and assistance with library technology, no matter the length of time involved in the support.  Necessary Staff: Marx Library staff and trained student workers.

Ready Reference: This includes quick “look-ups” such as title searches, basic internet searches, or informational questions (example: “How do I cite a journal using APA?”). Necessary Staff: Marx Library staff.

Reference Transaction: This includes exchanges which include both a full reference interview and engagement with information resources.  While these transactions are likely to be longer than a quick “look-up,” it is recommended that exchanges lasting more than 10 minutes be referred to a subject specialist for a research consultation.  Necessary Staff:  Reference librarians.

Reference Information: Information that can help us keep better statistics on transactions, such as the question asked or the class a question may be associated with.

Referral To: Any time you send a question, whether via chat, phone, email, or in-person, to another librarian with subject expertise or to another library (such as Biomed.)

Referral From: Any time a question gets referred to you from another area such as circulation or the Biomedical Library.

Statistics Sheet

Statistics are kept using the Commons Desk Statistics form. The categories are:

  1. Directions/Institutional Information
  2. Technical Assistance
  3. Ready Reference
  4. Reference Transaction
  5. Reference Information (question. associated class, etc.)
  6. Referral To
  7. Referral From

Definitions for these are in the box to the left.