READ (Reference Effort Assessment Data) Scale
The READ Scale (Reference Effort Assessment Data Scale) © Bella Karr Gerlich
Directions
1. Verfiy that your library has had Desk Tracker modified to include the READ scale
2. Record a READ scale number (1-6) for each question answered, on- or off-desk
3. Include your status (SA, GA, staff, Faculty, etc.)
4. In the Description field, include the following elements, particularly for questions rated at 3-6. Be Brief.
a. The question asked
b. Sources consulted
c. Indicate whether the question was successfully completed
5. Be sure to note where/to whom a question was referred.
Off-Desk Statistics
Studies suggest that most reference staff do not record, with any regularity, the transactions that occur away from the desk - this can result in large data sets being lost, in terms of reporting effort / knowledge / skills etc. We strongly recommend anyone using the READ Scale also keep statistics OFF-DESK in their office. It is important to gather as much of this data as possible; data gathered to date shows a pattern of higher level questions being answered in offices, as opposed to at the traditional reference desk, and many reference staff do not as a matter of habit record these statistics, resulting in lost data and skewing the total number of reference transactions that actually occur at a library, but are often not counted. Counting off-desk reference transactions adds to the bottom line when measuring value-added reference service. Statistics from the spring 2007 READ study confirmed that the majority of transactions recorded away from the public service point were given a READ Scale level of 3 and above, where the opposite where true of the reference desk. DeskTracker can be used off-desk in offices or even when working from home.
READ (Reference Effort Assessment Data) Scale©
Bulleted Format
General Notes:
- 1's and 2's are only for questions that every staff at every level should be able to answer; anything that requires specific reference training is level 3 or higher
- If you feel a question is in between categories (e.g. either a 3 or a 4) score the higher category
- There should be no 6's and very few 5's done at the desk.
- If extra effort or instruction is required, bump a question up a category (i.e. a 3 might be a 4 if a patron has never used the library before or has trouble understanding you)
1 :
- Answers that require the least amount of effort;
- No specialized knowledge skills or expertise;
- No consultation of resources;
- Less than 5 minutes.
- Anyone in the library can answer
- Mostly questions you can answer by pointing or with a few words
Examples:
- Directional inquiries;
- Library or service hours;
- Service point locations;
- Rudimentary machine assistance (locating/using copiers, how to print or supplying paper).
2:
- Answers given which require more effort;
- Require only minimal specific knowledge skills or expertise;
- Answers may need nominal resource consultation.
- Anyone in the library can answer
Examples:
- Call number inquiries;
- Item location;
- General library or policy information;
- Minor machine/ printer & computer equipment assistance;
- More complex machine assistance (how to save to a disk or email records, launching programs or re-booting).
- How to scan and save images;
3:
- Answers in this category require some effort and time;
- Consultation of ready reference resource materials is needed;
- Minimal instruction of the user may be required;
- Subject based questions where 1 or 2 sources are briefly consulted, or a patron only requires 1 article/book
- Reference knowledge and skills come into play;
- If Referrals are done, they occur immediately, or after consulting 1 or 2 sources very briefly
Examples:
- Answers that require specific reference resources (encyclopedias or databases);
- Basic instruction on searching the online catalog;
- Direction to and minimal searching in relevant subject databases;
- Introduction to web searching for a certain item;
- Increasingly complex technical problems (assistance with remote use).
4:
- Answers or research requests require the consultation of multiple resources
- Patrons require multiple sources for research;
- Subject specialists may need to be consulted and more thorough instruction and assistance occurs.
- Reference knowledge and skills needed.
- Efforts can be more supportive in nature for the user, or if searching for a finite answer, difficult to find.
- Exchanges can be more instruction based as staffs teach users more in-depth research skills.
Examples:
- Instructing users how to utilize complex search techniques for the online catalog, databases and the web;
- How to cross-reference resources and track related supporting materials;
- Services outside of reference become utilized (ILL, Tech services, etc), collegial consultation;
- Assisting users in focusing or broadening searches (helping to re-define or clarify a topic);
- Statistics Questions.
5:
- Does not normally resolve at the reference desk; typically by email, consultation, etc.
- More substantial effort and time spent assisting with research and finding information.
- On the high end of the scale, subject specialists need to be consulted.
- Consultation appointments with individuals might be scheduled.
- Efforts are cooperative in nature, between the user and librarian and or working with colleagues.
- Multiple resources used.
- May include primary sources as well as secondary sources;
- Research, reference knowledge and skills needed.
- Dialogue between the user and librarian may take on a 'back and forth question' dimension.
Examples:
- False leads
- Interdisciplinary consultations / research;
- Question evolution;
- Expanding searches / resources beyond those locally available;
- Graduate research;
- Difficult outreach problems (access issues that need to be investigated).
6:
- The most effort and time expended; involves multiple days.
- Does not normally resolve at the reference desk; typically by email, consultation, etc.
- Inquiries or requests for information can't be answered on the spot.
- At this level, staff may be providing in-depth research and services for specific needs of the clients.
- This category covers some 'special library' type research services.
- Primary (original documents) and secondary resource materials may be used.
Examples:
- Creating bibliographies and bibliographic education;
- In-depth faculty and PhD student research;
- Relaying specific answers and supplying supporting materials for publication, exhibits etc; working with outside vendors;
- Collaboration and on-going research.
