Log LibChat and LibAnswers questions using the READ (Reference Effort Assessment Data) Scale. We use a modified 1-4 scale. Chat/Answers statistics (including difficulty/effort) inform our staffing decisions, so please make sure to log every question you answer.
These are just examples. There is room for individual interpretation when assigning READ numbers. Use your best judgment.
READ 1: Simple non-reference questions. Directions, technology, library hours.
READ 2: Easy questions requiring minimal expertise. Known item lookups, quick searches.
READ 3: Some time/expertise/effort required. Basic instructional queries. Database advice.
READ 4: Subject expertise/effort needed. Significant instruction provided. Complex searching. Questions requiring significant expertise, multiple resources, consultations. (These are rare in chat transactions; subject librarian referrals are more common.)
N/A: No response, lost connection, or other situation where no actual information transaction takes place.
Always log one of these values for each incoming patron, even if just an N/A for a lost call.
See the links at left for more about the READ Scale.
