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/