Benchmarking Reference Data Collection: The Results of a National Survey on Reference Transaction Instruments with Recommendations for Effective Practice

Abstract

Introduction This paper reports the results of a 2016 national survey on how reference data are collected and used, conducted by the Evaluation of Reference and User Services (ERUS) Committee, of the Reference Services Section, of the Reference & User Services Association division of the American Librarian Association. Results include how academic libraries capture reference transactions and the extent to which the recorded data conforms to official definitions. We identify standard practices, recognize innovations, and offer recommendations. From our findings, readers will discover trends, opportunities, and tools for better documenting the value of reference services.