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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.