126 · SPEC Kit 296
University of Washington
Instructions, definitions and examples for using the User Query Statistics Form
Instructions
1. The form should be kept at all Reference Desk/Service Point and at any other desks where transactions with library users
occur, e.g. at a librarian’s or other staff desk/work space.
2. Count “transactions”: (“An information contact that involves the knowledge, use, recommendations, interpretation, or
instruction in the use of one or more information sources by a member of the library staff”)
a. Place a mark by the code for the appropriate category for the type of question: use the code that indicates the
most advanced level of assistance given for each question. Use the appropriate column for how the question was
received. If there is no activity during a time period the library is open, put a 0 in the time period. Remember it
is the type of question not the length of time that you spend with the user that determines which code will
be used.
b. If the user is referred to another unit, librarian or source outside the Libraries, just put a hash mark in the Referred
column. If, however, the referral follows a transaction with the user the appropriate transaction category should
be noted also.
c. If the user returns to the service point after an absence count that as a new transaction.
d. If the question is electronic, it should be counted as one transaction even if it involves several emails. If you
monitor a digital reference service, such as QnA Live, QuestionPoint or LibQuest, mark those transactions by the
appropriate code in the email column.
3. At the end of the sampling period, please send all forms to Diana Johnson in Library Administration (Box 352900).
4. Questions? Contact Steve Hiller at 3-5071 or hiller@u.
Code Definitions and Examples
D- Directional or Logistical
These questions refer to the physical or logistical use of the facility, including directions, as well as library procedures. These
questions are answered without the consultation of a reference resource: (you might consult the schedule of hours or the campus
map).
Examples:
How late are you open?
Where is Microforms/Newspapers?
Can you put paper in the copy machine?
Where can I get change for the copiers?
Where is this call number located?
How long can I check this book out?
How/where can I buy a copy card?
How do I use the networked printer or copy machine?
Where do I pay a fine for overdue books?
T–Tool/Source based
These questions require the use or demonstration of a reference tool or resource (such as the library catalog), but not the
formulation of a research strategy. These are questions that deal with facts, known items, or a simple demonstration of reference
tools. Many “quick information” or verification questions would fall in this category.
Examples:
I have some books overdue, how can I renew them from home?
Can you help me find these journal titles?
How do I find something by this author?
I’m looking for this book, which is supposed to be on the shelf, but I can’t find it there.
I found an article in a database can you show me how to find it in the catalog?
How do I access the UW databases from off-campus?
Do you know the annual federal deficit of the U.S.?
What call numbers cover meteorology and climatology?
Where is the latest issue of Geomorphology?
R -Research Based
These questions often require the librarian or other professional to help the user formulate an individualized search strategy,
usually including the selection of relevant resources and/or instruction in their use.
University of Washington
Instructions, definitions and examples for using the User Query Statistics Form
Instructions
1. The form should be kept at all Reference Desk/Service Point and at any other desks where transactions with library users
occur, e.g. at a librarian’s or other staff desk/work space.
2. Count “transactions”: (“An information contact that involves the knowledge, use, recommendations, interpretation, or
instruction in the use of one or more information sources by a member of the library staff”)
a. Place a mark by the code for the appropriate category for the type of question: use the code that indicates the
most advanced level of assistance given for each question. Use the appropriate column for how the question was
received. If there is no activity during a time period the library is open, put a 0 in the time period. Remember it
is the type of question not the length of time that you spend with the user that determines which code will
be used.
b. If the user is referred to another unit, librarian or source outside the Libraries, just put a hash mark in the Referred
column. If, however, the referral follows a transaction with the user the appropriate transaction category should
be noted also.
c. If the user returns to the service point after an absence count that as a new transaction.
d. If the question is electronic, it should be counted as one transaction even if it involves several emails. If you
monitor a digital reference service, such as QnA Live, QuestionPoint or LibQuest, mark those transactions by the
appropriate code in the email column.
3. At the end of the sampling period, please send all forms to Diana Johnson in Library Administration (Box 352900).
4. Questions? Contact Steve Hiller at 3-5071 or hiller@u.
Code Definitions and Examples
D- Directional or Logistical
These questions refer to the physical or logistical use of the facility, including directions, as well as library procedures. These
questions are answered without the consultation of a reference resource: (you might consult the schedule of hours or the campus
map).
Examples:
How late are you open?
Where is Microforms/Newspapers?
Can you put paper in the copy machine?
Where can I get change for the copiers?
Where is this call number located?
How long can I check this book out?
How/where can I buy a copy card?
How do I use the networked printer or copy machine?
Where do I pay a fine for overdue books?
T–Tool/Source based
These questions require the use or demonstration of a reference tool or resource (such as the library catalog), but not the
formulation of a research strategy. These are questions that deal with facts, known items, or a simple demonstration of reference
tools. Many “quick information” or verification questions would fall in this category.
Examples:
I have some books overdue, how can I renew them from home?
Can you help me find these journal titles?
How do I find something by this author?
I’m looking for this book, which is supposed to be on the shelf, but I can’t find it there.
I found an article in a database can you show me how to find it in the catalog?
How do I access the UW databases from off-campus?
Do you know the annual federal deficit of the U.S.?
What call numbers cover meteorology and climatology?
Where is the latest issue of Geomorphology?
R -Research Based
These questions often require the librarian or other professional to help the user formulate an individualized search strategy,
usually including the selection of relevant resources and/or instruction in their use.
