All virtual reference transactions should be added to Ref. Analytics. Go to Ref. Analytics>Add Transaction, where a fill-in-the-blank form will appear. Fill out the details below:
Question: Fill out the question asked by the patron (optional).
Answer: Fill out your answer (optional).
Where are you?: Choose Virtual Reference as your dataset.
Modes: For Virtual Reference, choose either Chat, Email, or SMS.
Transaction: Choose level 1, 2, or 3. For more information, see Transaction Levels.
Image showing Add a Transaction page in RefAnalytics:
Staff entering statistics in RefAnalytics are asked to select a transaction level. The following definitions and examples explain the scope of each transaction level.
Level I - Non Resource-Based
Directional: In-library or external directions. Examples include:
Technical Service: Staff troubleshooting of computers, printers, photocopiers. Similar to Level 2 Operations and Technical Resources, but includes fixing technical problems, but not teaching how to use the system. Examples include:
Policy and Enforcement: Policy inquiries, including circulation policies, hours, as well as interpretation and enforcement of library policies. Examples include:
Supplies: Examples include:
Other: Miscellaneous non-resource based interactions not included elsewhere. Examples include:
Level II - Skills-Based
Library and Reference Resources: Skill-based interactions requiring information on finding and using library resources. Examples include:
Operations and Technical Resources: Skill-based interactions requiring instructions on how to use the Library's technical resources. Similar to Level 1 Technical Services, but includes teaching a patron how to perform a task. Examples include:
Level III - Strategy-Based
Research Strategies: Research strategy-relation interactions. Users don't just need to know where to search for their topic, but how to search for their topic as well. Examples include:
Add analytics more quickly by setting your default dataset to the one you use the most often.
1. Click on your email address in the top right corner of LibAnswers to access your account.
2. Select the location you provide reference from the most under "Default Analytics Instance".