Questions and interactions with students and/or patrons will be entered on the Q&A transaction form. The following examples demonstrate how some frequently asked questions or common interactions can be entered into the Q&A dataset and into their respective categories.

• General Inquiry 
• Research / Reference
• Comment / Issue / Suggestion
• Consultation 
• Instruction / Presentation / Workshop / Tour
• Outreach / Event / Tabling

Once you have completed the modules take the 

General Information questions do not require a consultation of information resources. This includes questions inquiring about directions, library service hours, service point locations, basic equipment questions (copiers, printers), or library/policy information. Most service desk questions will fall in this category. 

Examples:

• How do I print? 
• What is the fine if I don't return this calculator on time? 
• Is my item in the lost and found?
• When does the library close? 
• How do I get to Sycamore Library? 

Research / Reference - Reference knowledge & skills are used and information resources are consulted. Anytime an information resource is consulted, whether it be the Discover catalog, an information website, or a database, the transaction is classified as reference. 

Examples:

• Call number inquiries
• Answers that require specific reference resources (encyclopedias or databases)
• Instruction on searching the catalog
• Direction to relevant subject databases
• Introduction to web searching for a certain item
• Increasingly complex technical problems (assistance with remote use of library resources)

Feedback that does not warrant a response. 

• I love the library!
• The 3rd floor is too loud!!
• May I offer a suggestion for the Media Library? Please note that the department handling this inquiry will record this under their own department, even though the suggestion pertains to a different one.

A scheduled research consultation appointments with a single user. Typically scheduled in advanced, although a reference transaction at a service desk might evolve into an in-depth research consultation. 

A group presentations on information/library resources. This might be a class, invited speaker presentation, library workshop, or tour. Please indicate the class size in the internal note field so it can be included in ACRL statistics. 

An event that does not present on library resources but is usually focused on connecting users with resources or raising awareness of resources. Questions that take place at these events might also fall under general information or research / reference categories. 

Something missing or unclear? Let us know! Libanswers.admins@unt.edu