Information Desk Specialist Training Home - Information Desk Layout and Statistics

Layout of the Information Desk

Left Side	Center	Right Side
InfoDesk Log Book	Schedule	Supplies
Vacation Requests/Planned Absences	Libraries Telephone Directory	Campus maps
UCSD Campus Directory	Library Info (Rolodex)	Handouts
UC Telephone Directory	Wireless Passwords	Statistics forms
UCSD General Catalog	Lower Cabinet	UCSD Campus Directory
UCSD Libraries Emergency Handbook	Computer paper	UCSD General Catalog
	Scratch paper
	Tissues

Statistics

It is the responsibility of the Information Desk staff members to keep accurate user assistance statistics whenever a patron has been assisted in any way either in person or on the telephone. Each patron contact must be recorded with a slash mark on the statistics log sheet at the desk. This should become second nature as just another part of the transaction with the patron.

User statistics are divided into two categories: Directional Transactions and Reference Transactions. Each patron represents one statistic mark. If there is a combination of questions, record the highest level of question asked, i.e., one which is includes both reference and directional components is counted as a reference transaction. If the person leaves and then returns to ask more questions, even if they are follow-up questions to a previous transaction, this is considered a separate transaction.

Directional Transactions are contacts that facilitate the logistical use of the UCSD Libraries or the UCSD campus and do 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 policies. Examples of Directional Transactions include:

• Directions for locating facilities such as restrooms, telephones, photocopiers, etc.
• Directions for locating library staff members.
• Information concerning library hours and policies.
• Instructions in using laser printers and photocopy card vending machines.
• Directions to book stacks when a patron has a call number.
• Directing a patron to a requested title such as dictionaries, encyclopedias, etc.
• Assisting patrons with mechanical aspects of equipment such as card readers, “out of paper” error messages, jammed copy cards, etc.
• Referrals to reference or other service desks.

Reference Transactions are contacts that involve the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources. Information sources include:

• printed and nonprinted material
• catalogs and other holdings
• other libraries and institutions through communication or referral
• 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 a source is not consulted again. Examples of Reference Transactions include:

• Assisting a patron with a ready reference transaction that involves a quick lookup in a directory, dictionary, almanac, etc.
• Assisting a patron with verifying an article citation.
• Assisting a patron in use of catalogs, databases, the Internet, etc.
• Interpretation, instruction in the use of a resource (print or electronic) or printing from an electronic resource. This does not include assistance with mechanical aspects of equipment such as card readers, “out of paper” error messages, jammed copy cards, etc.
• Instruction on downloading to a disc from ROGER or a CDL-hosted database.
• Instruction on printing out a Word document from a floppy disc.

Sometimes a new category of statistics is added. This is usually for a limited period of time and a revised form and special instructions are provided.

Failure to record your statistics hurts the entire Desk as funding for staffing is in part determined by our statistics. PLEASE don’t forget to record them!

Last Updated 8/15/05