Category: Chat

Ask a Librarian’s Reference Analytics Collection (RAC)

Kelly Doty
During two weeks in October, we’ll ask you to contribute by answering Reference Analytics questions after each chat, email or SMS is answered. An automatic prompt will be enabled to remind you to participate during these weeks. Please take a look at the explanations below for more information about this collaborative effort!
 REFERENCE ANALYTICS IN ASK A LIBRARIAN
What is Reference Analytics?
Springshare provides the option to add metadata to reference transactions in order to better analyze the types of questions coming in to the service. One of the benefits they mention is being able to gather valuable data about how questions are answered and tie it to the actual question and answer. Instead of just knowing how many reference questions were answered at the reference desk, know what the questions were, what time of day they were asked, and who asked them. This helps you target/refine other materials and services toward that group of users.
What is the Annual AAL RAC?
Ask a Librarian, with the help and guidance of the Reference Analytics Committee, has created a dataset to collect information about the types of questions coming in to the service. This will be a site-wide Reference Analytics Collection (RAC) effort to put more context into the analysis of questions, helping us better understand user needs and prepare staff to more efficiently meet those needs.

Take a look at the data we’ll gather through this group effort: https://toolbox.askalibrarian.org/knowledge-base/reference-analytics-collection-rac-descriptions/
Why do we need this data?
Currently, statistics about reference transactions are limited to quantitative data (i.e. number of questions, time of day questions are asked/answered, etc.). In order to better understand how to meet the needs of your library users, tell a more complete story to stakeholders about the service, and improve training to help participating staff feel more comfortable answering questions, we need these extra, qualitative data points from Reference Analytics that aren’t automatically collected through Springshare’s provided statistics. 
COLLECTING THE DATA
How are we collecting the data?That’s where you come in! A data collector has been created for your use. During two weeks in October, we’ll ask you to contribute to answering these Reference Analytics questions after each chat, email or SMS is answered. An automatic prompt will be enabled to remind you to participate during these weeks.

We understand that there are busy times of day when you’re not able to respond to these post-reference questions, but we encourage you to contribute as much as you can to ensure the data collected is as complete and representative as possible.  
How long will we run the AAL RAC?
We’ll ask you to contribute to the dataset for two weeks in October. The dates will be announced via email and reminders posted on the AAL Ticket Dashboard’s Administrative Announcement section. This site-wide, concentrated effort gives us a snapshot of the service without requiring you to participate in this added effort year-round.

If you’re interested in contributing to the dataset outside of these designated times, the data collector will be accessible year-round, although we’ll only prompt participation during official AAL RAC weeks.
Will there be training available?
YES! Along with the knowledge base explanation of RAC questions, we offer a PDF walkthrough to show step by step instructions for using reference analytics in addition an on-demand video, showing where and how to contribute: https://toolbox.askalibrarian.org/reference-analytics-collection/
What if I have questions?
The AAL HelpDesk is always available to answer questions in your time of need!

Idle Chat Messages

Kelly Doty

An automated message can be sent after you’ve been idle for a specific number of minutes (if you’ve had to leave your computer to find something up for the patron). This will let them know you are still there and actively working to answer their question.