Where Do We Go from Here? Informing Academic Library Staffing through Reference Transaction Analysis | Zendy

Bradley Wade Bishop | Zendy; Jennifer Bartlett | Zendy

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Where Do We Go from Here? Informing Academic Library Staffing through Reference Transaction Analysis

Author(s) -

Bradley Wade Bishop,

Jennifer Bartlett

Publication year - 2013

Publication title -

college and research libraries

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 1.886

H-Index - 52

eISSN - 2150-6701

pISSN - 0010-0870

DOI - 10.5860/crl-365

Subject(s) - staffing , academic library , database transaction , computer science , service (business) , sample (material) , subject (documents) , library science , world wide web , database , business , medicine , marketing , nursing , chemistry , chromatography

This study conducted a systematic sample of every 70th reference transaction from over a three-year period and analyzed 1,852 reference transactions asked at an academic library system’s fifteen face-to-face (f2f) service points as well as via telephone, e-mail, and chat. Findings indicate two-thirds of the total questions asked were location-based questions about the library. Also, 80.2 percent of location-based questions and 77.2 percent of subject-based questions were asked f2f. Analysis of location-based reference questions informs effective deployment of librarians and staff at library service points as well as the development of mobile library apps.

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