Patron Type

• Public Library
• College/University Library Student
• College/University Library Faculty-Staff
• School (student or faculty)
• Special Library
• Unknown

Staff role who answered

• Librarian
• Library Assistant
• Student Worker
• Intern
• AAL Staff – VR Specialist

Question Source

• Chat
• Email
• SMS

Primary Question Type (expanded explanation below)

• Research 
• Reference 
• Tech support
• Library info
• Community partner
• Account help
• Troll

Referral needed

• None
• Internal referral
• External referral

Explanation of “Primary Question Type” options:

Research: A detailed search likely using more than one e-resource. These questions begin when a patron isn’t sure what they’re looking for and may require additional follow up or referral to another department or librarian.

Reference: A general search usually using a library’s catalog or web resources. These questions begin when a patron knows what they’re looking for and doesn’t require any follow up.

Tech support: Walked a user through how to use a technology resource like online journals, phone apps, or eBook downloads.

Library info: Information about the physical library including hours, directions, contacts, or upcoming events and programs.

Community partner: Questions about community or campus resources outside of the library.

Account Help: Questions about barcodes, fines, login issues, or renewals that require account access to complete.

Troll: Time-wasting questions that are intended to be “pranks” or someone using the service without a purpose other than to disrupt.