So you work at a service desk 073013Presentation Transcript
LibAnswers, LibChat, &
Stats at the Service Desk
Record statistics on LibChat by
clicking on the reference
Now have 12
options listed for
at the Service Desk
National Center of Education Sciences (NCES)
Association of College & Research Libraries (ACRL)
Statistics Are Important
0 We have a mandate to provide annual reports;
0 Keep university administration informed about the outcome of their
0 Can be a deciding factor on the future of the library –
e.g., staffing, hours, and financial resources;
0 Can be used by library administrators and managers to analyze the
result of their work; and
0 Can serve as a marketing tool.
“A reference transaction is an information contact that involves the
knowledge, use, recommendations, interpretation, or instruction in the use [or
creation of] one or more information sources by a member of the library staff. The
term includes information and referral service.
Information sources include:
(a) printed and nonprinted materials;
(b) machine-readable databases (including computer-assisted instruction);
(c) the library’s own catalogs and other holdings records;
(d) other libraries and institutions through communication or referral; and
(e) persons both inside and outside the library”.1
“A directional transaction is an information contact which facilitates the use of
the library in which the contact occurs and which does NOT involve the
knowledge, use, recommendation, interpretation, or instruction in the use of any
information sources other than those which describe the library; such as
schedules, floor plans, handbooks, and policy statements.”2
Plan: Track 5 Transactions,
These questions or research topics require significant
knowledge, use, recommendation, or interpretation of one or more information
• Less than 20 minutes
• Examples include answering questions about the use of electronic
databases, finding information on a specific topic, how to create a
bibliography, and do we have a book on….
• If a reference transaction also includes a directional transaction – it counts as
one reference transaction
Similar to a reference transaction but last 20 minutes or more.
These include questions that do NOT involve the
knowledge, use, recommendation, interpretation, or instruction in the use of
any information sources other than those which describe the library
• Examples include location of items, rooms, equipment and collections
within the library
Any questions that we refer to Library Systems staff or that they come to the
desk to answer.
Everything that does not fit into a “bucket” above.
Reference Analytics Page in LibAnwers
Service Desk: Do’s and Don’ts
0 Be Courteous
0 Have a Positive Attitude
0 Address Patrons’ Needs
0 Make the process more painful
than the problem
0 Allow things get unprofessional
0 Just say: I don’t Know (find out
0 Expect others to take care of the
problem (own it)
I CAN MAKE IT RIGHT!
1. Watch a 20 minute video - a Ted Talk by Seth Godin at:
2. Identify something that is broken in your work area or in the library
it is broken. (If you think it is broken – it is broken.) Use one of Seth’s
reason to explain why what you identified is broken.
3. Tell me how you would fix it. Due by next Tuesday.
ACRL. (n.d.). ACRL Statistics Questionnaire, 2011-12: Instructions for
completing the questionnaire. Retrieved from http://acrl.countingopinions.com/docs/acrl/12instruct.pdf
NCES. (n.d.). Instructions for the Academic Library Survey: FY 2012.
Retrieved from http://nces.ed.gov/surveys/libraries/pdf/ACQuestionnaire_FY12.pdf