Interactions: A Study of Office Reference Statistics

Naomi Lederer,Louise Mort Feldmann

doi:10.18438/b88k6c

Abstract

Objective – The purpose of this study was to analyze the data from a reference statistics-gathering mechanism at Colorado State University (CSU) Libraries. It aimed primarily to better understand patron behaviours, particularly in an academic library with no reference desk.   Methods – The researchers examined data from 2007 to 2010 of College Liaison Librarians’ consultations with patrons. Data were analyzed by various criteria, including patron type, contact method, and time spent with the patron. The information was examined in the aggregate, meaning all librarians combined, and then specifically from the Liberal Arts and Business subject areas.   Results – The researchers found that the number of librarian reference consultations is substantial. Referrals to librarians from CSU’s Morgan Library’s one public service desk have declined over time. The researchers also found that graduate students are the primary patrons and email is the preferred contact method overall.   Conclusion – The researchers found that interactions with patrons in librarians’ offices – either in person or virtually – remain substantial even without a traditional reference desk. The data suggest that librarians’ efforts at marketing themselves to departments, colleges, and patrons have been successful. This study will be of value to reference, subject specialist, and public service librarians, and library administrators as they consider ways to quantify their work, not only for administrative purposes, but in order to follow trends and provide services and staffing accordingly.

Highlights

Reference services have traditionally been measured in some way in order to collect evidence, most commonly by a simple tick mark to indicate a transaction
This study examined patterns in patrons’ use of reference services in a library which no longer has a traditional reference desk
The data examined included the demographics of the primary patrons, how patrons contact librarians, and how much time librarians spend with them

Summary

Introduction

Reference services have traditionally been measured in some way in order to collect evidence, most commonly by a simple tick mark to indicate a transaction. In late 2006, Colorado State University (CSU) Libraries moved from a traditional reference desk model to a referral system. Staff and students working at a library information desk started to refer patrons to librarians for in-depth assistance, and the librarians wanted to collect data about their in-office reference consultations in order to capture information about this new service. The CSU Libraries College Liaison Librarians unit consists of 10 librarians and 2 staff members. Since 2007, these librarians have used a reference database developed in-house to record office research consultations. This database provides a place to input various data and to generate reports for librarians, the College Liaison unit, and the Libraries administration. Administrators can use the database to see specific liaison workloads and which subjects have the most inquiries, and can use this information for rebalancing of assignments (e.g., subjects reconfigured or other responsibilities reassigned to compensate for a heavier load) and justification of budgets for additional librarians and other relevant resources

Objectives

Methods

Results

Conclusion