Is question this reference?

Lets start with the definition, and then look at some sample questions.

The definition

Number of reference transactions

A reference transaction is defined as an information contact which involves the knowledge, use, recommendation, interpretation, or instruction in the use of one or more information sources by 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, mail, or by electronic-mail, or through live or networked electronic reference service from an adult, a young adult, or a child.

Do not count directional questions or questions of rules or policies. (EXAMPLE: "Where is the card catalog?" and "I'm looking for a book with call number 811.2G" or "What is the check-out period for videocassettes?")

It does include general assistance in book selection ("Do you have any good books on fly fishing in Oregon?").

Please report on the total number of transactions handled by library staff, as opposed to the total number of questions answered. Include reference transactions that were initiated in your library but that you referred to L-net or another library.

General Criteria

From the definition and library practice, there are three elements:

1. Patron with information need
2. A tool or information source
3. Library staff

So then, is this reference?

 Do you have a program for babies?

Not generally as this is advertised or part of signage. If there were no signs, and staff were helping a mother choose books and mentioned other opportunities for her child, yes.

How do I get to the My City Library?

No, this is directional – one does not need a special knowledge of the library to answer it. A gas station attendant down the street may answer this one.

How do I get to the closest library from the Ramada Inn?

(Required use of the computer) Possibly as this is not routine to where there is a handout on it

I'd like to put Orwell's "1984" on hold.

No, this is a regular library service. We don't count renewals as reference either.

Do you have that book "Assassins" by Bell?

Yes, you are helping someone use the catalog, or using it yourself to confirm ownership.

Can you help me with my email?

Yes, library personnel use the tool (computer) and their expertise to show the patron the answer to their question.

I'd like an Interlibrary Loan on this book.

No, how the library gets the book isn't a patron's problem.