We are collecting statistics for the entire semester.
Reference/Instructional transactions are defined as information contacts that involve the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff. They may be in person, by phone, by e-mail, or by the Web, and may take place at the reference desk or elsewhere. Include information and referral services.
Consultations are reference/instructional transactions that require preparation or specialized knowledge. They are usually (but not always) by appointment.
Directional/Technical transactions DO NOT involve the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources. If the transaction includes both reference/instructional and directional/technical, ONLY count Reference/Instructional.
[This is revised version of the ACRL instructions, edited for clarity in use at STLCC].
Transactions and consultation interactions are defined as information contacts that involve the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff. The term includes information and referral service. Information sources include printed, online, and non-printed materials, e-resources and databases (including assistance with computer searching), the library’s own catalogs and holdings records, other libraries and institutions through communication or referral, and persons both inside and outside the library.
Transactions are typically walk-ups in person, or by phone, by e-mail, by the Web, and may take place at the reference desk or elsewhere. Include information and referral services.
Consultations are one-on-one or small group appointments that occur outside of the classroom or research help desk which require extra staff preparation or equivalent previous relevant experience. Include in-person consultations as well as those conducted online or remotely. Include appointments made with special collections and/or archives staff. This may include any walk-up transactions if the person initially asked could not answer the question and the question is referred to another person with the appropriate and aligned knowledge, no matter what the length or topic discussed.
A specific example of a walk-up transaction becoming a consultation is when a question posed at the reference desk cannot be answered at the desk at that moment for whatever reason. The person at the desk may encourage the patron to schedule an appointment, or contact an appropriate person in their office to see if they are available. If an appropriate person is available and comes out to the desk, or invites the patron back to their office, this would be a reference consultation albeit unscheduled.
A directional transaction is an information contact which facilitates the use of the library in which the contact occurs and which does NOT involve the knowledge, use, recommendation, interpretation, or instruction in the use of any information sources other than those which describe the library, such as schedules, floor plans, handbooks, and policy statements. Examples of directional transactions include giving instruction in locating areas within the library, staff, or physical features, etc., and giving assistance of a non-bibliographic, non-teaching /instructional nature with equipment or software, such as printing, scanning, or changing margins of documents.
If a contact includes both reference and directional services, it should be reported as one transaction. When a staff member uses information gained from previous use of information sources to answer a question, the request is reported as an information request [Reference Transaction] even if the source is not consulted again.
It is up to the discretion of the library whether multiple questions from the same patron during the same session count as one or multiple transactions. Use your judgment as to whether follow-up questions should be counted individually.
Referrals are counted as Reference/Instruction transactions.
"Where is the advising office?" is directional.
"Would it be better for me to sign up for this class or this other one?" (answered with a referral to the advising office and their hours and contact info) is a referral, so count it as Reference/Instruction.
Comments are optional. Add a comment if you are not sure you chose the correct category. Comments can also be used to track subject area trends and as a reminder to follow up.
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