Reference Transaction Sampling FAQs

1. Why are we using the sampling method to collect data?

Collecting the number of reference transactions on a daily basis is a burdensome task that often gets neglected as more pressing issues demand more attention. The busier it gets in the libraries, the less likely we are to record the number of transactions. By targeting just 14 days a semester we are hoping we can focus our reference transaction tracking efforts to obtain some meaningful numbers and at the same time relieve staff of the burden of daily tracking.

2. How did you choose the sampling methodology?

The sampling methodology was developed by the Libraries' Management Information Systems Office and approved by the Library Assessment Review Committee (LARC). The plan was also reviewed by the University's Office of Information Technology Statistics Laboratory.

The sampling plan is designed to obtain snapshots of the volume of reference transactions from a broad range of periods throughout the semester. This is why the sampling days include each day of the week and are scattered throughout the entire semester. If we sampled only on particular days of the week or particular times of the semester, our estimates of the number of reference transactions for the entire semester would be less statistically reliable.

3. How will we use these numbers?

We will use the data gathered on the sampling days to create annual estimates of the number of reference transactions. This information is regularly reported to the University, various library associations, and governmental agencies. The data are also helpful for understanding the level of use of the libraries and guiding the strategic planning of library services.

4. Now that we are doing sampling, should I discontinue daily counts?

Yes! You only need to collect data on the specified sampling days.

5. What is considered a "reference transaction"?

For the purposes of this project we are using the Integrated Postsecondary Education Data System's (IPEDS) definition of reference transaction:

A reference transaction is an information contact that involves the knowledge, use, commendation, interpretation, or instruction in the use of one or more information sources by a member of the library staff. Information sources include printed and non-printed materials, machine readable databases (including assistance with computer searching), catalogs and other holding records, and through communication or referral, other libraries and institutions and persons both inside and outside the library. Include information and referral services. If a contact includes both reference and directional services, it should be counted as one reference transaction. When a staff member utilizes information gained from a previous use of information sources to answer a question, report as a reference transaction, even if the source is not consulted again during this transaction.

6. How do I handle other types of questions?

Directional Questions

DO NOT COUNT directional questions as reference transactions. Some examples of directional questions are the following:

• Where is the restroom?
• Where are the journals located?
• Where is a photocopier?

Reserve Questions

If someone asks you for a reserve item and in order to answer it you need to consult an information source, this should be counted as a reference transaction. Similarly, if you assist the patron in using an information source in order to find an answer to their reserve question, this too should be counted as a reference transaction.

However, if you do not need to consult an information source because you know exactly what item the patron needs and where to find it on the shelf, this should not be considered a reference transaction.

7. How do I fill out the "Reference Sampling Form"?

Each employee will have one form for each sampling day. It is up to the individual employee to keep track of his/her reference transactions for that day and to note them on the form. To use the form you simply identify the time of day of the particular transaction and the type of transaction (walk-in query, telephone query, or e-mail query) and place a tick mark in the appropriate box. You must keep track of transactions for the duration of time worked on that particular day. At the end of the day, count up the tick marks and note the total for each hour in the TOTAL column on the form. Then, tally the total by query type at the bottom of each query column. Finally, compute the hourly totals to get the Grand Total of the day and note this on the bottom of the form. If multiple forms are used during the day, please consolidate the hourly transaction tallies and column totals on one form to be sent to MIS. (The Welcome Desk Query column is used by the McKeldin Welcome Desk and Hornbake Welcome Desk staffs.) Each library will have designated a collection point for the Reference Sampling Forms. At the end of a sampling day, it is each employee's responsibility to turn-in his/her form at the designated collection point.

8. Do we need to keep track of telephone and e-mail transactions?

Yes. The goal is to collect data on all reference transactions: those conducted in person, over the phone, and via e-mail. The Reference Sampling Form has separate columns for each of these types of transactions so that we can also track the kinds of reference services provided. This means that librarians working at their desks who respond to phone or email questions should also keep track of them on sampling days. Please count e-mail transactions at the time of receipt.

9. Does the duration of the transaction matter? Do I need to note this?

While the duration of the reference transaction is very important information, we are not asking you to keep track of that for the purposes of this project. At this point all you need to do is keep tally of the number of transactions.

10. How do we count referrals?

Count each individual's request for information only one time, even if they are referred from one librarian to another. The first librarian to initiate the reference transaction should tally the transaction. This practice is recommended so that there is no confusion about who is responsible for keeping track of a particular transaction.

11. I lost my Reference Sampling Form and Schedule of Sampling Days. Where can I get other copies?

There should be a supply of both the Reference Sampling Form and the Schedule at each service point.

PDF versions of the forms can also be found online by following the links on the main Reference Transaction Sampling page.

12. I forgot to keep track of reference transactions during part or all of the scheduled sampling day. What do I do now?

We are trying to obtain as accurate information as is possible for these fourteen days. If you forget to keep count of the number of transactions, important information is lost and our estimates based on this data will be biased. In order to optimize the accuracy of data collected, please make every effort to reconstruct your work for the designated sampling day within 24 hours of the missed day and deposit your Reference Sampling Form at a designated collection point.

13. Why are circulation desks included as sites to collect data?

Reference questions are often asked at points other than the "reference desk." Library users don't always distinguish what kind of questions they have and who the most appropriate person is to answer those questions. For this project we are concerned with tallying the total number of reference transactions, no matter where the question is asked and no matter who provides the answer.

14. Are only reference librarians required to do this?

No. Each and every library employee who handles reference transactions (as described in #5 above) should be involved in tracking this data.

15. What if I answer a reference question when I'm not "on the desk"?

For this project we our concerned with tallying the total number of reference transactions, no matter where the question is asked and no matter who provides the answer.

16. What do I do with my Reference Transaction Form at the end of my shift?

Each library will designate a collection point for the Reference Sampling Forms. At the end of a sampling day, it is each staff person's responsibility to turn-in his/her form at the designated collection point. The Branch Head will then mail the forms to the MIS GA, who will enter the collected information into a database. The total counts will be forwarded to the Public Services Office.

17. Whom should I contact if I have questions?

Please contact the Management Information Systems Office. We'll be happy to answer your questions.

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