Administrator’s note: thanks to Wendy Reynolds, Manager, Accessibility, Records and Open Parliament at the Information Services Branch, Legislative Assembly of Ontario for this guest tip!
Libraries track reference questions for many reasons. Primarily, we capture information about transactions – who we did work for, how long it took, and how difficult it was. A simple spreadsheet or piece of paper on the ref desk will suffice for this most common kind of tracking.
Some libraries go beyond the transactional. My employer, for example, relies on an Oracle database to collect questions, triage work, and record the answers sent to clients. …