Reference Transactions Transactions may be initiated by the patron or the employee. It is appropriate for staff members to offer assistance to patrons who appear to be confused or frustrated by their research. In most cases, the employee physically directs the patron to the recommended sources and explains how to use them. Likewise, assistance with computer hardware or operating software does not constitute a reference transaction. However, instruction in the use of an informational database is a legitimate transaction.
Transactions represent accurate answers given.
Thus, if a Reference Desk employee answers two distinct questions in the course of a single conversation with a patron, two transactions should be counted. On the other hand, if a search does not conclude with the provision of information that meets the patron s needs, there has technically not been a reference transaction, though much work may have been expended. All reference transactions should be counted, regardless of the job description of the employee providing the answer. A log of transactions is kept at the Reference Desk. Reference Interview Questions Staff members should ask intelligent questions to discover the patron s need.