1. What is Reference Analytics?
Answer:
Reference Analytics is a tool we use to record, track, and analyze questions received at our service points (e.g., in-person, chat, email). It helps us understand usage patterns, improve services, and justify staffing or resource needs.

2. Why is it important to log transactions?
Answer:
Every transaction tells a story about how the library is being used. Logging them helps us document our impact, track trends over time, and advocate for resources and improvements.

3. What types of interactions should be logged?
Answer:
Log any interaction where you assist someone with a question—this includes walk-up questions, chat, email, and phone. If you answer a question or direct someone to a resource or person, it should be recorded.

4. When should I not record an interaction?
Answer:
You don’t need to log purely social interactions (e.g., “Have a good day!”) or interactions that involve no real assistance. However, quick referrals or directional help ("Where’s the printer?") should be logged.

5. How do I choose the correct category (e.g., Research/Reference vs. General Inquiry)?
Answer:
Use these as a guide:

• Research / Reference: Anything involving databases, catalog searches, citations, or subject help.

• General Inquiry: Questions about hours, locations, printers, or checking out materials.

• Comment / Suggestion: Feedback about the space or services.

• Consultation: Scheduled or extended one-on-one research help (often by subject librarians).

6. What if a question fits more than one category?
Answer:
Choose the category that best reflects the primary purpose of the interaction. If unsure, ask a supervisor or err on the side of Research / Reference for more in-depth questions.

7. I made a mistake, how do I edit a submitted entry?
Answer:
Use the Edit tab in the Reference Analytics interface to find and correct your entry. If you're not sure how to do this, ask a supervisor or refer to the training LibGuide.

8. What should I include in the "Question" and "Answer" fields?
Answer:

• Question: Paraphrase what the user asked.

• Answer: Briefly describe how you responded (e.g., “Showed user how to print from their laptop,” or “Demonstrated how to search JSTOR for peer-reviewed articles.”)

9. Should I record group events or outreach in Reference Analytics?
Answer:
Yes, but make sure to choose the appropriate Activity (e.g., “Outreach” or “Instruction”) and include in the Internal Note the number of attendees.

10. What if I forget to log something?
Answer:
Try to log it as soon as you remember. You can backdate entries or estimate the time. Don’t delete other entries—just add the missing one.