RefAnalytics: Classifying a Patron Interaction

This document is based on RefAnalytics Guide for Recording Patron Interactions.

Guiding principle: classify by the expertise provided, not by the location, service point, or communication channel (in person, phone, email, chat, text, virtual meeting).

        flowchart TD
    START([Patron interaction]) --> Q1{"Is it a planned instructional activity?<br/>Workshop, class session, presentation,<br/>orientation, credit course, outreach"}

    Q1 -- Yes --> INS["Instruction Session<br/>Record in Instruction Manager,<br/>not RefAnalytics"]
    Q1 -- No --> Q2{"Did you engage with an information<br/>or research need?<br/>Use, recommend, interpret, evaluate,<br/>or teach a resource or research tool"}

    Q2 -- No --> Q4{"What kind of help?"}
    Q4 -- Navigation --> DIR["Non-Reference: Directional<br/>Copier, stacks, restroom,<br/>service points, offices"]
    Q4 -- Equipment or software --> TECH["Non-Reference: Technical<br/>Printing, paper jams,<br/>equipment operation"]
    Q4 -- Anything else --> OTH["Non-Reference: Other<br/>Hours, parking, circulation,<br/>policy, lost and found"]

    Q2 -- Yes --> Q3{"Was it substantial, individualized<br/>research guidance or extended support?<br/>Includes interactions that grew<br/>into substantial support"}
    Q3 -- Yes --> CON["Consultation<br/>Research planning, search strategy,<br/>Zotero/EndNote training, scholarly comm,<br/>data, GIS, DH, archival discovery"]
    Q3 -- No --> REF["Reference Transaction<br/>Catalog/database help, resource<br/>recommendations, citation help,<br/>brief instruction, referrals"]

    classDef ref fill:#dbeafe,stroke:#1e40af,color:#1e3a8a
    classDef con fill:#dcfce7,stroke:#166534,color:#14532d
    classDef non fill:#f3f4f6,stroke:#4b5563,color:#1f2937
    classDef ins fill:#fef3c7,stroke:#92400e,color:#78350f
    class REF ref
    class CON con
    class DIR,TECH,OTH non
    class INS ins
    

Edge cases

Referrals

If you engaged long enough to identify an information need (including a need for specialized IT, data, or software help) and then referred the patron, it is a Reference Transaction. If you only gave directions or routed the patron without engaging the need, it is Non-Reference (Directional).

Technology help

Teaching a patron to use technology in support of research or academic work is Reference or Consultation, depending on depth. Purely operational help (printing, paper jams) is Non-Reference (Technical).

Small groups

Group size does not decide the category. A customized research consultation is a Consultation whether it involves one person or a small group; a planned teaching activity is an Instruction Session at any size.

Research teams

A consultation with a research team counts as one consultation, unless separate individualized consultations are held with individual team members.