A Funny Thing Happened On The Way To Information Desk Training: What We Learned From Ref Analytics Implementation And Use

Abstract

In spring 2013 the NMSU Library began using Ref Analytics from Springshare as its reference statistical package. All five Library service desks participated in the new system’s implementation. Two of these, the circulation desks at each library building, are heavily staffed by student assistants. Although these student assistants are already trained in handling basic reference questions, the Access Services staff quickly realized that the new Ref Analytics system provided an excellent opportunity to deepen the department’s ongoing reference service training program. Even more advantageous was Ref Analytics’ robust statistical analysis capabilities. It provided new ways to look at the types, the frequency and the nature of questions handled at each desk. Learn how we implemented Ref Analytics to fit our needs, how we structured our training program, what we discovered about our daily desk activity and, based on that knowledge, the changes we made to our service desks.