Reference Enquiry Surveys
In light of the recent ECR surveys, the following articles make for interesting reading.
I recommend you read / print them in pdf format, as they have tables of data.
The first article demonstrates how these kind of surveys can lead to a rethink about where / when to deploy skilled staff - e.g. "support staff and student assistants" answering reference service telephone calls first rather than reference librarians.
It also details how the survey forms were revised in light of confusion amongst staff regarding where to record certain enquiries on the survey forms.
Keep in mind this was a merged uni / public library service in the US, so specific conclusions are not necessarily applicable to us.
The second article tested librarians' understanding of the different kinds of enquiry categories using 2 systems: the 'traditional' Katz model and the Warner model (Warner more closely resembles our new ECR survey).
If you think our recent ECR categories were a bit confusing, you are not alone! A cursory look at the tables (pp. 376-377) reveals how librarians have different interpretations on seemingly simple enquiry categories.
If you are pushed for time, just read Discussion / Conclusions (pp.378-379) and the results tables for some food for thought.
Brian
Meserve, H., Belanger, S., Bowlby, J., & Rosenblum, L.. (2009). Developing a Model for Reference Research Statistics: Applying the "Warner Model" of Reference Question Classification to Streamline Research Services. Reference & User Services Quarterly, 48(3), 247-258.
From Academic Research Library.
http://proquest.umi.com/pqdlink?did=1670947291&sid=2&Fmt=6&clientId=66606&RQT=309&VName=PQD
Neville, T., & Henry, D.. (2009). Reference Classification-Is It Time to Make Some Changes? Reference & User Services Quarterly, 48(4), 372-383. From Academic Research Library
http://proquest.umi.com/pqdlink?did=1805133591&sid=1&Fmt=6&clientId=66606&RQT=309&VName=PQD
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