Abstract
PurposeThis paper aims to provide a report of the results of an automated system that was developed and implemented for the collection of reference statistics, and to evaluate the system within the context of issues and proposed solutions culled from the literature.Design/methodology/approachThe paper shows that the system discussed has been in operation for the past two years, making it a good candidate for a post‐implementation review.FindingsThe paper finds that the system has proved to be effective and efficient in the collection of reference statistics, eliminating manual tabulations and report generation. The ability to access the system from any Library computer has improved the collection of data on reference interactions occurring away from the physical reference desk.Research limitations/implicationsThis paper does not address the important issue of whether these statistics are the right statistics to be captured given the goals/objectives of the service. These wider management issues need to be explored further.Originality/valueThis paper outlines an effective approach to collecting reference statistics and discusses many of the operational approaches and issues facing academic reference units.
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