A “Research “answer involves the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources. A “Research” answer may include several “Ready Reference” answers.
A “Ready Reference” answer is a substantive, library information source used to assist a patron and/or answer a reference query
An “Equipment” answer is one that provides mechanical help with a device, piece of equipment, software, or hardware.
A “Directional” answer is one that provides logistical information, such as directions or schedules.
All the answers add up to one “Reference Transaction”.
The data should be put into the database as soon as possible.
Should the patron return to the Service Point with the same or different questions, after the original data have been inputted, the new contact is counted as a new transaction.
The tables below illustrate how to count answers as Ready Reference, Directional, or Equipment.
Questions & Answers |
Recorded as: |
HI, I need to find information for my paper on homelessness – I don’t know where to start.
[Employee conducts ref interview and decides to start with books, then j articles]:
So, let’s look in ANTPAC, the Libraries’ online catalog to find books on your topic. And let’s go to Soc Abs and PAIS to look for journal articles – here’s how to get to those article databases for your topic |
Research 1
Count as 1 Ready Ref each resource the shown to the patron. Soc Abs, PAIS, and ANTPAC each count as 1 for a total of 3. |
Could you show me again how to find the book you just showed me in Antpac? Employee demos ANTPAC |
Ready Ref 1 |
Where are they? On this floor? Employee shows location on map |
Directional 1 |
What does SRLF mean? Employee defines |
Ready Ref 1 |
How do I get the book from SRLF? (if student doesn’t specifically ask this, but the Employee automatically anticipates it and answers it, count it as a Ready Ref) |
Ready Ref 1 |
How long will it take to get here? (also, if unasked, but Employee provides this info, count it as Ready Ref) |
Ready Ref 1 |
(How) Will I be notified? How do I know it’s arrived? Employee explains |
Ready Ref |
When will you (or another Employee) be on the desk again? Employee gives date/time |
Directional |
How late is the ref desk (or bldg) open today? Employee gives time |
Directional |
In this list of articles, what does this word mean? Employee defines |
Ready Ref |
Is this article here? How can I get to it? Employee describes |
Ready Ref |
Answer: these are in the basement, in the Bound Periodicals (shows map) |
Directional |
How come UCI doesn’t have this article? Employee explains |
Ready Ref |
How can I print it? Employee describes printing steps |
Equipment |
Since you’ve been so helpful, I also need to find information for my history class…
NB: patron has not gone away and returned, so this is still part of the same transaction, and each info source used to answer it is counted as 1 Ready Ref—see first example. Employee shows patron ANTPAC, Historical Abstracts, and 2 historical newspaper databases. |
Research 1
Ready Ref 4 |
Final tally before pressing Submit for ONE transaction before the patron leaves the Ref desk:
Directional |
4 |
Equipment |
1 |
Ready Ref |
15 |
Research |
2 |
Patron wants info on the history of UCI. Employee shows patron Anteater Chronicles and how to search ANTPAC to find more materials |
Research 1 Ready Ref 2
|
Some are in Spec Collection – where’s that? Is it open now? |
Directional 2 |
If I can’t check things out from there, can I make copies? |
Ready Ref |
I can’t find these articles (patron has citation); my instructor said it’s online. Employee searches ANTPAC. NB: this is not a Research question |
Ready Ref |
No luck. Patron and Employee examine entry on syllabus. Employee finds article in Web of Science |
Ready Ref |
Do we have it? Employee demos UC-eLinks |
Ready Ref |
Equipment vs. directional:
(In general, it can be counted as “equipment” if we have something and “directional” if we don’t.)
Student approaches ref counter, asks “Can I use this stapler?” |
Equipment |
Student approaches ref counter, says nothing, uses the stapler. |
Nothing to record |
Employee asks patron, “May I help you?” Patron motions no, Is just using the stapler. |
Nothing to record |
Patron struggles with stapler; Employee gives patron one that works (Patron doesn’t ask for help, but says nothing and looks annoyed) |
Equipment |
Student says the stapler is out of staples; Employee adds staples. |
Equipment |
Do you have a staple remover? (paper clips, pencil sharpener, pen, scissors, magnifying glass, tape, stuff at the desk) |
Equipment |
Student returns magnifying glass to the desk, says “Thanks.” (or says nothing) |
Nothing to record |
Do you have (stuff we don’t have at the desk, such as a hole punch, or in the Libraries, such as color paper)? |
Directional |
The restroom is out of paper towels (or, toilet doesn’t flush, or the restroom is dirty). |
Equipment |
Common questions: Equipment vs. Ready Ref vs. Directional
How do I print (from public PCs)? |
Equipment (see 1n) |
Patron appears to be struggling at the card generator. Employee goes over to show the steps |
Equipment |
Can you break a $5? |
Directional |
Now that I have money on my ID card, now what? |
Equipment |
These copies are coming out smeared (or too light or wrong format) |
Equipment |
Stapler? |
Equipment |
Since the card generator/printer isn’t working, where’s one that works? |
Directional |
How do I upload this file (or format my Word doc, open this email)? |
Equipment |
(Phone call) I can’t get into database X, and I don’t know why. |
Ready Ref |
How do I get to course reserves? |
Ready Ref |
Additional Clarification:
Solo Employee at the reference desk works with patron A (gets them started), then patron B (gets them started), then patron C (gets them started), then checks back with patron A: each patron is counted as a separate transaction. Cycling back to patron A to see how they are doing is not a new transaction, if they are still working on the same topic. In this instance, when the patron has a new topic, it’s a new transaction. Since Employee can submit only one contact at a time, and not have 3 separate, “open” contacts, these 3 contacts should be separately recorded as soon as possible.
Once the Employee fills in the Refstats form and presses submit the contact is complete. Should the patron return to the Service Point with the same or different questions, after the original data have been inputted, the new contact is counted separately.
If more than 1 patron approaches the reference point together and if it is not clear that more than 1 patron is involved in the transaction, count all answers within 1 transaction. If more than 1 patron approaches the reference point together and if it is clear that they all have the same question, count each patron’s answers in individual patron transactions. |