Librarians at the Dr. Martin Luther King, Jr. Library are using reference statistical software to record transactions at the merged reference desk. The software program allows libraries to easily compile and report on reference transaction data. Aggregated and analyzed reference transactions for a period of one year will be presented. The data demonstrates the needs of the patrons from this merged library and conversely indicates what proficiencies and capabilities are required from employees. Important information can be gained from using a reference tracking system. Understanding the nature of the questions being answered at the desk will enable libraries to identify the knowledge, skills, and abilities that all reference providers should demonstrate. Maintaining and analyzing reference statistics will allow libraries to better train, support, and mentor developing reference professionals.
Chan, E. K. (2013, June). Required knowledge, skills, and abilities: What librarians really need to be successful at the reference desk. Poster at the 2013 American Library Association Annual Meeting, Chicago, IL.