A New Standard Definition of Reference?
To those with an interest in Reference:
The definition of reference is the basis for measuring and assessing
reference services in libraries. It is critical that the “standard” definition
engender trust in order to be applied appropriately. With that in mind, we ask
you to comment on this issue in the RUSA blog. Below, I have posted the current
definition, as well as two other current standards and the two new
alternatives.
Given the major changes in libraries today, the
Reference and User Services Association (RUSA), a division of ALA, has made it a priority to reconsider
the definition of “reference.” The official RUSA-approved definition of a
reference transaction was adopted in 1984.
Although many different groups and organizations have discussed the
issue since then, RUSA has not yet officially adopted a new definition.
Members of the Reference Services Section (RSS)
have been charged by the RUSA Board to present a proposal for a new definition
(or reaffirm the existing definition) at the ALA Midwinter Meeting in January.
The RUSA Board hopes to advocate for the new definition as a standard.
As you may know, RSS has done some of this work
already. You can see a chronological bibliography of the Definitions of Reference Service, done by
the RSS Evaluation of Reference and User Services Committee in 2004, at http://www.ala.org/ala/rusa/rusaourassoc/rusasections/rss/rsssection/rsscomm/evaluationofref/refdefbibrev.pdf.
That same committee has also gathered comments at
two ALA Midwinter Forums (2001 and 2002) on the collection and management of reference
statistics and services; compiled a
comprehensive checklist of reference activities; surveyed ALA and library
listserv members to develop a checklist of activities that represent reference
work for the 21st century (see attached document); and held a program/public
discussion at ALA Annual 2004, Orlando, FL. The committee has come up with a
definition of reference that comprises “reference work” as well as the
“reference transaction.” Separately, a RUSA Ad Hoc Task Force on the Reference
Transaction focused on the reference transaction in an alternate way.
Please read these definitions and post your
comments. Let us know what makes sense to you. Whether you advocate for one of the proposed
definitions, suggest revisions, or say that you like the 1984 version, your
input will be taken seriously. This is
your opportunity to shape the discussion of one of the core issues in our
field. Comments will be accepted through
December 8, 2007, at which point, the RSS leadership will come up with a
proposal to present to the RUSA Board. We look forward to hearing from you.
Lisa R. Horowitz
Chair, RUSA Reference Services Section (RSS)
Definitions of Reference
Current Standards for Definitions of Reference
The following are all located at http://www.ala.org/ala/rusa/rusaprotools/referenceguide/definitionsreference.cfm.
Definition currently used by RUSA
The RUSA Board adopted the definitions relevant to reference and adult
services contained in American National Standard for Library and Information
Statistics (ANSI Z39-1983), and requested that the RUSA Standards and
Guidelines Committee use the definitions in new and revised standards and
guidelines. ANSI's definition of a reference transaction is the following:
“An information contact that involves the use, recommendation,
interpretation, or instruction in the use of one or more information sources,
or knowledge of such sources, by a member of the reference or information
staff.” Source: RASD Board, January, 1984.
ANSI Z39-7 2004 has a slightly different wording which applies the
standard to emetrics. See http://www.niso.org/emetrics/current/category7.3.html
for that wording.
Definition used
by Association of Research Libraries (ARL)
A reference transaction is 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 (a) printed and nonprinted material; (b) machine-readable
databases (including computer-assisted instruction); (c) the library's own
catalogs and other holdings records; (d) other libraries and institutions
through communication or referral; and (e) 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 transaction is reported as a
reference transaction even if the source is not consulted again. If a contact
includes both reference and directional services, it should be reported as one
reference transaction. Duration should not be an element in determining whether
a transaction is a reference transaction. Sampling based on a typical week may
be used to extrapolate to a full year for Question 34. Please indicate if the
figure is based on sampling. Exclude simple directional questions.
A directional transaction is an information contact that facilitates the
logistical use of the library and that does not involve the knowledge, use,
recommendations, interpretation, or instruction in the use of any information
sources other than those that describe the library, such as schedules, floor
plans, and handbooks. See The ARL
Statistics Web page for links to documents containing current definitions.
Definition used by the National
Center for Education
Statistics (NCES)
Reference Transactions 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, or by
phone, fax, mail, or electronic mail 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?” See the NCES Statistics Web page
for links to documents containing current definitions.
Draft
Definition Developed by RSS Evaluation of Reference and User Services Committee
Following the activities
described above, on January 22, 2006 (ALA Midwinter), the RUSA Standards &
Guidelines Committee & the RSS Evaluation of Reference and User Services
Committee revised and approved the definition listed here.
Reference Work includes activities
that involve the creation, management, and assessment of reference resources,
tools, and services, as well as reference transactions and liaison activities.
The creation and management of information resources includes the development
and maintenance of reference collections, print and electronic research guides,
catalogs, databases, web sites, search engines, etc. that patrons can use
independently, in-house or remotely, to satisfy their information needs.
Assessment activities include the measurement and evaluation of reference work,
resources, and services.
Reference Transactions are
information consultations in which reference or information staff recommend,
interpret, evaluate, use, or teach others to use information sources. This
includes referrals or collaboration with other information professionals.
Reference transactions may be conducted in person or by mail, telephone,
electronic communication, or other means that facilitate an information
exchange. Reference transactions do not include formal bibliographic
instruction or contacts that provide assistance with locations, schedules,
equipment, supplies, software, or policy statements.
Draft
Definition Developed by RUSA Ad Hoc Task Force on the Reference Transaction
The Evaluation of Reference and User Services
Committee submitted its draft definition of reference to the RUSA Standards and
Guidelines Committee, who presented it to the RUSA Board. The Board felt that
it needed some revisions, and drafted another version as an alternate on June
24, 2006. That version is listed here.
Definition
of a Reference Transaction
Reference transactions are discrete information
consultations provided by library and information staff that respond to
questions and recommend, interpret, evaluate, or instruct users on information
sources. Responses to quick factual questions
are generally termed “ready reference” transactions.
Definition
of a Directional Transaction
Directional transactions are those queries which
can be answered without knowledge of library resources and services. Directional transactions include locations of
people, departments and collections; specific facts related to library policy,
such as hours, fines, and accessibility; and assistance or information of a
non-bibliographical nature with equipment such as photocopiers, printers, and
computers.
