A directional question is an information contact which facilitates the use of the library in which the contact occurs and which does NOT involve the knowledge, use, recommendation, interpretation, or instruction in the use of any information sources other than those which describe the library, such as schedules, floor plans, handbooks, and policy statements. Examples of directional transactions include giving instruction in locating, within the library, staff, library users, or physical features, etc., and giving assistance of a non-bibliographic, nonteaching/instructional nature with equipment or software. Record help with printing, printers, or IT as directional.
[Reference] transactions and consultation interactions are defined as information contacts that involve the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff. The term includes information and referral service. Information sources include printed, online, and non-printed materials, e-resources and databases (including assistance with computer searching), the library’s own catalogs and holdings records, other libraries and institutions through communication or referral, and persons both inside and outside the library. [NISO Z39.7-2013, section 7.3, wording slightly modified]
If a contact includes both reference and directional services, it should be reported as one transaction. When a staff member uses information gained from previous use of information sources to answer a question, the request is reported as an information request even if the source is not consulted again. [modified from NISO Z39.7-2013, section 7.3]
Consultations are one-on-one or small group appointments that occur outside of the classroom or reference desk which require staff preparation or equivalent previous relevant experience. Include in-person consultations as well as those conducted online or remotely. Include appointments made with special collections and/or archives staff. This may include any walk-up transactions if the person initially asked could not answer the question and the question is referred to another person with the appropriate and aligned knowledge, no matter what the length or topic discussed.
A specific example of a walk-up transaction becoming a consultation is when a question posed at the reference desk cannot be answered at the desk at that moment for whatever reason. The person at the desk may encourage the patron to schedule an appointment, or contact an appropriate person in their office to see if they are available. If an appropriate person is available and comes out to the desk, or invites the patron back to their office, this would be a reference consultation albeit unscheduled.
[1] Instructions and Definitions for 2022 ACRL Academic Library Trends and Statistics Survey.
