Use of the Reference Service in a Large Academic Library

A method for collecting and analyzing records of reference inquiries received by the Reference Department of Yale University Library is described.Variables observed included day, hour, patron affiliation, inquiry type, inquiry mode, time expended, and search points.Inquiries were recorded on forms which also functioned as worksheets for keypunching.An existing computer program generated tables in which observed variables were compared.Tables of search units were also prepared.Conclusions were drawn regarding traffic, staffing, outside use of the library, need for user training programs, and the like . .Methods were found to be simple and economical, and information useful in the management of reference service was derived.THis PAPER SUMMARIZES A STUDY of the use of reference service at Sterling Memorial Library, the central research library of Yale University.The study was conducted during three weeks of April 1970, one week of November 1970, one week of January 1971, and two weeks of April1971.The study grew out of the dissatisfaction which the staff of the library, s Reference Department felt toward the methods of gathering reference statistics which had been used in the past.Reference questions had simply been recorded by entering marks on a sheet that had been divided into seven parts to represent the days of the week.