April 20, 2016

Question

Jamie Mott (IL)

I had a question come through about reference vs. one-on-one tutorials:

“We have always counted one-on-one tutorials as Reference questions because we are teaching them something, as opposed to directional questions [...]  Generally in these sessions, the staff is helping someone use either our information resources or equipment or software.  If they are teaching them to use Word, it is because they are using our computer.  If we are teaching them to use their Kindle, it is because they want to download our e-books.  Or we may be teaching them to find the information they need on one of our databases. Shouldn’t these all count as Reference?  We do distinguish directional questions and do not count them as Reference questions.”

Looking at the definition for the data element, I’m not quite sure how I want to respond.  The definition does allow for computer instruction to count.  One-on-one tutorials are excluded from programs, but I can think of instances which I would not consider reference transactions.

How are other states differentiating for reference vs. one-on-one tutorials? 

SDC Comments

Amy Heebner (NY)

I had a similar question and I explained that a one-on-one tutorial is more like a program (but shouldn’t be counted as a program!).  In most cases a one-on-one tutorial would be scheduled via an appointment.  If it is not scheduled then I see it as a reference question.

Scott Dermont (IA)

I believe that the original intent was for unscheduled one-on-one sessions would be counted as reference, where scheduled events would not.