Tracking Reference with RefTracker

1. Tracking Reference with RefTracker Heather Close Reference and Research Services Coordinator Alberta Legislature Library

2. Reference Service • 8 Librarians, 8 technicians scheduled for regular reference desk shifts • Each shift is a half-day • 1-3 shifts per week • At the desk: • Shared email account through Outlook Web App • Shared phone line

3. The way we were….

4. Altarama’sRefTracker • A web-based reference request management and tracking software system • Integrated workflow • KnowledgeBase • DeskStats - An electronic tally sheet 

5. RefTracker

6. DeskStats Module

7. Details recorded for each question • Staff member who answered the question • Client category • Location at which the service was provided • How the question arrived – email, in-person, phone • Date and time question was received • Length of time spent in responding to the question • Type of question answered • Subject matter • Resources used to answer the question • Comments

10. Taxonomy

12. Types of Requests Categorize requests at two levels: • Request Groups determine the broad categories of requests • Request types allow these categories to be broken down into more specific areas

13. Request Groups & Types 2010 • Reference • Research • Directional • Material • Referral • Circulation Transactions • Circulation • Equipment • Photocopier • PAC Computer / Printer • Microform Reader/Printers • Other Equipment • Document Delivery • ILL Request • SPAL Request • NBIL Request • AV Reproduction • Other Document Delivery • Library Policy & Services • Policy & Services • Orientation / Tour • Orientation / Tour • PSO Tour • SATL Tour • Feedback • Services • Collections

14. 2014 Review • Debra G. Warner, “A New Classification for Reference Statistics,” Reference & User Services Quarterly, vol. 41, no. 1 (Fall 2001): pp. 51-55. • Deborah B. Henry and Tina M. Neville, “Testing Classification Systems for Reference Questions,” Reference & User Services Quarterly, vol. 47, no. 4, (Summer 2008): pp. 364-373.

15. Request Groups & Types 2014

16. Non-resource Based • Directional / Administrative • Do not require a resource to answer • May be about policy or services • Circulation [to reflect the interaction with client] • Document delivery, acquisition, or audio-visual requests that are referred / forwarded to staff/unit responsible • Booking equipment

17. Skill-based • Ready Reference / Technical • Answer is always the same • May be answered by well-developed set of directions or reference file • Trouble-shooting equipment or resources • Planned tours including prep time

18. Strategy-based • Require the formulation of a strategy to locate an answer • May require selection of resources • May require individualized subject approach • May require provision of instruction and guidance

19. Consultation • Requires selection of materials, research recommendations or formatted reports • Specialized orientation sessions or tours (other than planned tours which have a standard outline and as such are Skill-based) • May require consultation with subject experts or other jurisdictions • This level of service is generally provided to primary clients only

20. Training and Implementation • April-May 2014 – Training • Shared proposed categories and background readings • Reviewed and discussed at reference meetings • Staff completed a brief exercise: • Assign a request type with reasoning and/or comments to 14 sample questions • June 2014 – Implementation • Ongoing: • Applying categories to raw data retroactively

21. Going Forward • Statistics that are: • Aligned with management’s strategic priorities • Available in real-time; readily available in usable form • Transparent • Meaningful • Statistics gathering is: • Routine • Consistent • Efficient

22. Thank You! Heather Close Reference and Research Services Coordinator Alberta Legislature Library