Dpl Reference Surveys: Counting Reference Questions

Count each title that you place on hold as one Reference question because you will use an information source (the catalog) to locate each item separately to place each hold and you will likely interact with the customer about each item.

Example: A customer asks for books on rock climbing and everything is checked out. You complete a subject search for "rock climbing” and get a list of several items. Because you will probably need to interact with the customer about some of the items to make sure they sound like what they want, count each one you actually place a hold on as a separate Reference question you answered. Even if you just pick 3 books from the list and place holds because the customer says they just want 3 books on the topic, count the 3 holds as 3 Reference questions, for consistency’s sake.

If the customer’s need is the basics of how to use the computer (using a mouse, signing on, using the browser toolbar, etc.) count as Technology question(s). If you are showing the customer how to use a database or website to research the answer to an informational question, count it as a Reference question. If both things happen in the same transaction with the customer, count both types of questions.

Using your personal expertise or library "what to read next" resources like NoveList to recommend books to customers is very much a part of reference service.

These are not Directional questions because they are about an outside agency and you needed to use an information source to answer the questions accurately. These are not Technology questions because you are not teaching the customer a specific technology skill such as how to use a mouse. If, by chance, you did also demonstrate how to use the mouse to navigate the museum website while answering the question, you would count 2 Reference questions and 1 Technology question.

If a customer needs help with a research project or question, there is often more than one reference question involved. In the course of a reference interview you will be asking the customer questions to clarify their true information need. The customer’s responses may identify that their actual “question” is really more than one reference question. Each time the topic of the research changes you should count it as a separate Reference question.

This should be counted as one question even though you provided different resources to give a more accurate answer for one question. Providing the customer with 4 different sources will likely lead to more reference interviewing that may identify additional reference questions. For example, if the customer takes the articles and then asks for information about how archaeologists estimate the age of items found in an excavation, this should be counted as an additional Reference question about a new topic.

If the answer to the question is a short answer that gives simple directions without the aid of another resource or in-depth knowledge, count it is a Directional question. If you need to consult an outside agency or business website to find the information, count it as a Reference question. The major exception to this is that questions about the hours and phone numbers of other DPL locations should be counted as Directional even if staff need to check a flyer or the website for this basic info. The essential operating facts about DPL locations are something that many staff have memorized and can answer off the top of their heads many times per day without aid of another resource, so for consistency’s sake count these questions as Directional. Because we all work for DPL, we have insider knowledge about when the hours or phone numbers change, so staff normally don’t have to use research skills to locate an accurate answer quickly. Often we can just provide our in house “Hours” bookmark as the answer.

If the question is an informational or research question and the free website provides accurate, authoritative information to answer it it should be counted as a Reference question.

Example: A customer needs information about hours and current exhibits at the Denver Art Museum and you answer by using the DAM website. Count as 2 Reference questions. These are not Directional questions because they are about an outside agency and you needed to use an information source to answer the questions accurately.