Reference transaction data can help create a better image of what a librarian does, which is useful information when speaking to people outside of the library. For example, reference data can help present the following:

• The library is not just the heart of the campus because it's in the middle of it. On average, librarians answer 9 reference questions per hour with a typical Tuesday seeing an average of 50 questions per hour. On an average day librarians have the resources they need to support student goals. The library is set-up to support students as an information center that helps welcome them on campus. 
• Librarians aren't just for research and collection development.  Each week, an average librarian spends 2.5 hours answering non-research reference questions. This means that support systems that aren't just research oriented are important to librarian success.
• At the same time, librarians provide academic support with an average librarian spending 2 hours per week answering research questions.
• Librarians have good service coverage in person and remotely, with research support available via 5 different communication channels while the library is open. Although nearly 97% of all questions asked are in person, 15% of all research questions are asked via the chat tool.

Statistics relating to Location, Method, and Resources are to be used to understand areas where librarians or staff may need extra support or if resources need to be diverted from one area to another. 

Location data is to be used to understand question frequency in different areas of the library. This is particularly useful if areas of where questions are being asked start to shift. For example, if more research questions are being asked at the Help Desk, more research librarian support may be needed at that location. Or if librarians start to shift research consultations from the downstairs computers to their offices or to tables, then the research computers may be freed up for other use.

Method data is to be used to understand the way questions are being asked. This is particularly useful if we see any issues highs or lows in question flow. For example, the 'Text-a-Librarian' method is being used very rarely, which doesn't fit with the texting preferences of our patrons. Perhaps we should look into what is throttling that method.

Resources data is to be used for librarians to self-report a lack of resources in the library to support patron needs. This is useful because we can either make a case for providing those resources based on numbers (ex. printers are breaking very often) or flag something for potential resolution faster (sending an email reminder about how to trouble-shoot wifi).

The ACRL survey asks for the following information about Reference transactions:

# of transactions

# of (research) consultations

# of virtual reference services

The ALD survey asks for the following information about Reference transactions:

# of total reference transactions that do not include directions, printing, locating materials, or requests for supplies

By participating in these surveys, our library gets a chance to see how we compare to other similar libraries.

The reference desk service supports students in ways that are relevant to the following college goals, objectives and ISLO's. This is true both of the academic research support and the information center sides of reference. 

Core Value: Diversity - We embrace and value the diversity of our entire community.

By providing different channels by which students can ask questions (in person vs via chat or email), the library opens up its services to a more diverse set of students, such as students who may not be able to make it to campus for research support. Reference analytics tracks the channels used via the 'method' box.

By providing a cash-only printing service and the necessary technical support for the service, the library helps serve students who may not have access to digital payment services or who prefer the convenience of cash. By tracking the number of questions asked related to printing, Reference analytics can show how much time librarians invest in this service.

ISLO-Personal Responsibility and Professional Development: Students will be able to demonstrate selfawareness, social and physical wellness, and workplace skills. 

By providing printing, computer literacy support and directions, librarians help students improve workplace skills, such as time management, trouble-shooting technology, and communication. Reference analytic tracks the number of questions that are non-research related and the amount of librarian time dedicated to these activities.

ISLO - Critical Thinking and Information Competency: Students will be able to think critically by analyzing data in addressing and evaluating problems and issues in making decisions.

By providing research assistance both impromptu and by appointment, librarians help students improve their critical thinking and information competency skills. Reference analytics tracks the number of research questions asked and the amount of time librarians dedicate to these questions. 

Looking at reference data can also help highlight opportunities for improvement or flag potential issues. For example:

• If there is an increasing number of questions being asked per hour per librarian, do we need to have more staff to support reference services?
• If librarians are dealing with more and more printing questions, perhaps we need more printing resources?
• If there are almost no questions being asked via text-a-librarian, perhaps we need to promote the service more?

Monitoring changes in services over time can help spark creative ideas for how those services could be improved.