Library Services Student Assistant Guide

Gimlet is a website used to track questions received and answered by library staff and students. This is a valuable tool that allows the library to show the type of questions we receive, the number of questions, when questions are being asked, where they are being asked, what answers are being given and much more! This site also functions like a database and can be searched to find answers to questions previously asked.

ALL questions asked by library staff and students should be logged in Gimlet. It is only with consistent and reliable use of this tool that the statistics retrieved from it will be accurate and valuable.

URL: https://lemoyne.gimlet.us/users/login

Username: accessservices@lemoyne.edu

Password: accessservice15

When logging questions into Gimlet the following fields need to be filled in:

• Duration
  • How long did the question take?
• Question Type
  • There are three different question types, those are:
• Reference
  • RUSA’s definition: "Reference Transactions are information consultations in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet particular information needs. Reference transactions do not include formal instruction or exchanges that provide assistance with locations, schedules, equipment, supplies, or policy statements."
    • Example:
      • Do you have the book Bleak House by Charles Dickens?
      • I'm looking for information on resumé writing
      • Do you have the Journal of accountancy?
      • What’s a primary source?
• Directional
  • RUSA’s definition: “A directional transaction is an information contact that facilitates the logistical use of the library and that does not involve the knowledge, use, recommendations, interpretation, or instruction in the use of any information sources other than those that describe the library, such as schedules, floor plans, and handbooks.”
    • Example:
      • Where is the IT help desk?
      • What time do you close?
      • What is Library policy on ... fines, blocks, kindles, overdues, etc.?
      • Do you have the scanner dime (or any other supplies)?

• Technical
  • Example:
    • How do you do x in Microsoft Word?
    • How do I scan and send something to my email on the photocopier?
    • Where does this computer print to?
• Asked By
  • Who was the question asked by?
    • Take your best guess, you don't need to specifically ask the patron
• Format
  • In what way did the question come to you?
    • In most cases students will only receive questions in walk-up or phone format
• Location
  • Where was the question asked at?
    • In most cases students will only receive questions at the Library Services Desk or in the Stacks/Cluster/Lab
• Question
  • Brief description of the question asked
• Answer
  • Brief description of the question answered
    • Note: You don't need to go into detail for questions that are asked all the time like "Where is the bathroom" however more detail would be appreciated for questions that are less common
• Tags
  • Please add one tag, if applicable use one of the default tags that appear on the Question entry form.
• Difficulty
  • How difficult was the question (use the READ Scale to select difficulty)?
    • Level 1
      • Answers that require the least amount of effort;
      • No specialized knowledge skills or expertise;
      • No consultation of resources;
      • Less than 5 minutes;
      • Examples:
        • Directional inquiries;
        • Library or service hours;
        • Service point locations;
        • Rudimentary machine assistance (locating/using copiers, how to print, etc.).
    • Level 2
      • Answers given which require more effort;
      • Require only minimal specific knowledge skills or expertise;
      • Answers may need nominal resource consultation.
      • Examples:
        • Call number inquiries;
        • Item location;
        • Minor machine & computer equipment assistance;
        • General library or policy information;
        • More complex machine assistance.
    • Level 3
      • Answers in this category require some effort and time;
      • Consultation of ready reference resource materials is needed;
      • Minimal instruction of the user may be required;
      • Reference knowledge and skills come into play.
      • Examples:
        • Answers that require specific reference resources (encyclopedias or databases);
        • Basic instruction on searching the online catalog;
        • Direction to relevant subject databases;
        • Introduction to web searching for a certain item;
        • How to scan and save images;
        • Increasingly complex technical problems.
    • Level 4 (be advised - this is usually the level at which a question should be referred to a librarian)
      • Answers or research requests require the consultation of multiple resources
      • 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;
        • Services outside of reference become utilized (ILL, Tech services, etc), collegial consultation;
        • Assisting users in focusing or broadening searches (helping to re-define or clarify a topic).
    • Level 5 (be advised - this is the level at which a question should always be referred to a librarian)
      • More substantial effort and time spent assisting with research and finding information.
      • On the high end of the scale, subject specialists 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.
      • Research, reference knowledge and skills needed.
      • Dialogue between the user and librarian may take on a 'back and forth question' dimension.
      • Examples
        • False leads
        • Interdisciplinary consultations / research;
        • Question evolution;
        • Expanding searches / resources beyond those locally available;
        • Graduate research;
        • Difficult outreach problems (access issues that need to be investigated).
    • Level 6 (be advised - this is the level at which a question should always be referred to a librarian)
      • The most effort and time expended.
      • 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.
• Time of Question
  • This will automatically populate, no need to enter anything
• Initials
  • Enter your initials

Transactional type interactions with patrons would not have to be logged. An example would be if a patron came to the desk to check something out. This would be a transaction, not a question.