Official Definitions for Desk Statistics

Happy end of the Summer Semester Everyone! Thought we could all do with a refresher about how to record questions in the stats form. So here are the official definitions:

Directional & General Info. Directional and General Info. transactions involve questions related to: the location of people, equipment, services, or places; resources that describe the library, such as hours, policies, directory information, etc.

• "Where are the printers?"
• "Where is the UTLC?"
• "What time do you close tomorrow?"
• "How much does photocopying cost?"  

Reference. Reference transactions are information consultations in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet particular information needs. Information resources include: online catalog; my library account; databases/online resources; other people, units, or organizations inside or outside the library.

• "I need to find a book on Reserve for my class."
• "Does the library have any plays?"
• "How do I renew my books?"
• "What is the average rainfall in Seattle?"

Technology. Technology transactions involve questions or assistance related to the use of: computer workstations, technology lending equipment, document scanners, printers, Fill station, AV equipment, wireless networks, file management, software, Collaboratory equipment, etc.

• "Can you show me how to scan this?"
• "My print job password doesn't work."
• "I can't login to the computer."
• "How do I print multiple PowerPoint slides?"
• "How do I reserve a Collaboratory?”

Service. Service questions are exchanges that involve assistance with supplies, change, carrels, lockers, search requests, waiting lists, lost & found, etc.

• "Can I get on the camcorder wait list?"
• "Do you have change for a $20?"
• "Can you physically help me find this book? "
• "Can you please cancel my room reservation?"

Referral. When patrons ask a question that is best answered by another department, direct the patron to the appropriate expert. Use these check boxes to indicate the department to which you referred the patron.  Not to be confused with directional questions like ‘where is the Reference desk?’