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Graduate Reference Assistants Guide

A guide to the basic duties and practices for graduate assistants staffing the reference desk at Rebecca Crown Library

The READ (Reference Effort Assessment Data) Scale

General Notes:

  • The READ Scale is a measurement of the difficulty of a patron query, typically in a reference or chat setting. The scale goes from 1 to 6. 1 represents the lowest effort questions and are often the most common, while a 6 represents a very in-depth research consultation that often occurs in multiple sessions.
  • There should be no 6s and very few 5s done at the desk. A 6 and very often a 5 should be referred to a librarian for follow up.
  • If you feel a question is in between categories (e.g. either a 3 or a 4) score the higher category.
  • If extra effort or instruction is required, bump a question up a category (i.e. a 3 might be a 4 if a patron has never used the library before or has trouble understanding you).
  • The READ Scale is a valuable tool, but do not spend too much time agonizing over whether an interaction was, for example, a 1 or a 2. While we strive for accuracy in recording statistics, the scale is subjective. Examine the descriptions and examples below and use your best judgment in applying a measurement.
  • If you have any questions, reach out to Zach Claybaugh, Access & Reference Services Librarian, at zclaybaugh@dom.edu.

1:   
  • Answers that require the least amount of effort
  • No specialized knowledge skills or expertise; anyone in the library could answer
  • No consultation of library resources
  • Less than 5 minutes
  • Mostly questions you can answer by pointing or with a few words

Examples:

  • Directional inquiries
  • Library or service hours
  • Service point locations
  • Rudimentary printer and computer assistance (locating/using printers, filling paper trays, helping someone log in)

2:    
  • Answers given which require more effort than a 1
  • Require only minimal specific knowledge skills or expertise
  • Answers may need nominal resource consultation
  • Anyone in the library can answer

Examples:

  • Call number inquiries
  • Item location
  • General library or policy information
  • More involved printer and computer assistance (troubleshooting problems, incorporating more instruction into how to do something)
  • How to scan and save images

3:   
  • Answers in this category require some effort and time (more than 5 minutes)
  • Consultation of library resources is needed
  • Instruction in some form is required
  • Subject based questions where 1 source is briefly consulted, or a patron only requires 1 article/book
  • Reference knowledge, skills, and training come into play
  • If referrals are done, they occur quickly, or after consulting 1 or 2 sources very briefly

Examples:

  • Answers that require specific reference resources
  • Basic instruction on searching the online catalog
  • Direction to and minimal searching in relevant subject databases
  • Introduction to web searching for a certain item
  • Increasingly complex technical problems (assistance with remote use that need extensive troubleshooting or instruction)

4:    
  • Answers or research requests require the consultation of multiple resources
  • Patrons require multiple sources for research
  • Subject specialists may need to be consulted and more thorough instruction and assistance occurs
  • Reference knowledge and skills needed
  • Efforts can be more supportive in nature for the user, or if searching for a finite answer, difficult to find
  • Exchanges can be more instruction based as staff teach users more in-depth research skills

Examples:

  • Instructing users how to utilize complex search techniques for the online catalog, databases and the web
  • How to cross-reference resources and track related supporting materials
  • Assisting users in focusing or broadening searches (helping to re-define or clarify a topic)
  • Most statistical data questions 

5:   (refer to librarians)
  • Does not normally resolve at the reference desk; typically by email, consultation, etc.
  • More substantial effort and time spent assisting with research and finding information.
  • On the high end of the scale, librarians need to be consulted
  • Consultation appointments with individuals might be scheduled
  • Efforts are cooperative in nature, between the user and librarian and or working with colleagues
  • Multiple resources used
  • May include primary sources as well as secondary sources
  • Dialogue between the user and librarian may take on a ‘back and forth question’ dimension

Examples:

  • False leads
  • Interdisciplinary consultations / research
  • Expanding searches / resources beyond those locally available
  • Graduate-level research

6:   (refer to librarians)
  • The most effort and time expended; involves multiple days
  • Does not resolve at the reference desk; typically email, consultation, etc.
  • Inquiries or requests for information can’t be answered on the spot
  • At this level, staff may be providing in-depth research and services for specific needs of the clients
  • This category covers some ‘special library’ type research services
  • Primary (original documents) and secondary resource materials may be used

Examples:

  • Creating bibliographies and bibliographic education
  • In-depth faculty and PhD student research
  • Relaying specific answers and supplying supporting materials for publication, exhibits etc.; working with outside vendors
  • Collaboration and on-going research

Adapted from the University Library at the University of Illinois Urbana-Champaign’s “Information Desk Resource Page: READ (Reference Effort Assessment Data) Scale”: https://www.library.illinois.edu/staff/information-desk-resource-page/read-scale/