Reference Transactions/Questions on the ARIS - State Aid Blog

We have had several questions about reporting reference transactions/questions on the ARIS.? Because we report this data to IMLS for the national data collection project, we use their definition:

A reference transaction is an information contact which involves the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff. It includes information and referral services. Information sources include printed and non-printed materials, machine-readable databases, catalogs and other holdings records, and, through communication or referral, other libraries and institutions and people inside and outside the library. The request may come in person, by phone, by fax, or by mail, electronic mail, or through live or networked electronic reference service from an adult, a young adult, or a child.
Do not count directional transactions or questions of rules or policies. Examples of directional transactions are ?Where are the children?s books?? and ?I?m looking for a book with the call number 811.2G.? An example of a question of rules or policies is ?Are you open until 9:00 tonight??

We ask that you use your professional judgment as to whether a transaction fits this definition or not.? The important piece to remember is consistency for your own measurement from year to year.

Here is another national version of the definition from NISO:

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. The term includes information and referral service.

Information sources include:

1. Printed and nonprinted materials.
2. Machine-readable databases (including computer-assisted instruction).
3. The library?s own catalogs and other holdings records.
4. Other libraries and institutions through communication or referral.
5. Persons both inside and outside the library.

When a staff member uses information gained from previous use of information sources to answer a question, the request is reported as an information request even if the source is not consulted again. (Also known as Reference Transaction).

Note: It is essential that libraries do not include directional transactions in the report of reference transactions. A directional transaction is an information contact that does not involve knowledge, use, recommendation, interpretation, or instruction in the use of any information sources other than those that describe the library, such as schedules, floor plans, handbooks, and policy statements. Examples of directional transactions include giving instruction for locating, within the library, staff, library users, or physical features, and giving assistance of a non-bibliographical nature with machines.

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Source: http://mblc.state.ma.us/grants/state_aid/blog/statistics/reference-transactionsquestions-on-the-aris/

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