Ref Analytics is a software to capture data about transactions at public service desks, chat/virtual services, and individual research consultations at York U Libraries. This includes service points at Scott Library (AskUs desk and reference), Frost Library, Steacie Library, Markham Campus Library, and the Bronfman Business Library.
Prior to Ref Analytics, the libraries used a software called LibStats to track our transactions. You may see references to LibStats in older documentation. Please enter any current stats in Ref Analytics and not LibStats.
York University Libraries began using Springshare's Reference Analytics in 2024. Before that, YUL used an in-house app called LibStats to track statistics.
Key points about Ref. Analytics:
1) Go to https://yorku.libapps.com/libapps/login.php
2) Sign in with your LibApps username and password (these may not be the same as your Passport York)
3) Click the blue drop down in the top left corner of the screen and select "LibAnswers"
4) In the header of LibAnswers, select the Ref. Analytics drop down and select "Add Transaction"
Once logged into Ref Analytics you will see the option to record information about various aspects of the question asked. Here's an example of what appears for Reference staff:
It is most critical to capture the following information for user interactions:
York University Libraries uses an adaptation of the Warner Scheme to classify questions logged in Ref. Analytics. Study what's below in order to ensure you are logging queries correctly at your public service point or refer to this coding handout for further details and examples of query types. For even more information and examples, consult these slides.
Scope of Queries - Access Services Staff: Questions one, two and three, except citation queries
Scope of Queries - Reference Staff: Question types one through five, with focus on query types three to four.
Scope of Queries - Librarians: Consultations mainly given for level five type queries.
| Query Type | Definition | Characteristics |
| 1. Non-Resource |
Does not require the use of a library resource, such as Omni or a database. Often answered by a sign or help sheet. |
Very straightforward and factual. No great value to showing patron how to answer the question. Just straight out answer the question - > no need to show the patron a process. |
| 2. Skill-based: Technical |
Computer/tech questions that require demo of a specific process or skill. The same question will always receive the same answer. |
Questions about computer hardware, software, or other equipment. Type of question that is answered at tech support desks. Doesn't relate to library information sources except for technical aspects (i.e. download article from a database) |
| 3. Skill-based: Non-Technical |
Non-technical questions that require the demonstration of a specific process or skill using a library or information resource. The same question will generally receive the same answer. There is usually "a correct answer." |
Known-item searches, e.g. find book by its title or author/title search. Help finding a call number. Basic citation questions [only answered by reference staff] |
| 4. Strategy-Based |
Research help such as creating search strategies or evaluating resources. There is no one "correct answer" since it involves interpretation and exercise of judgement. |
Research or reference questions. Involves teaching information literacy skills. Are not about procedures that one follows (those are lower level questions), but about strategies. |
| 5. Specialized |
Research help, such as creating search strategies or evaluating resources. Complex questions that require in-depth knowledge or advanced research expertise. Often require background research and the use of multiple resources. |
May require consultation with a librarian. Requires expertise that requires a specialist, e.g. a data librarian or the Chemistry Librarian. |
Circulation Desk Manual- Policies & Procedures
Owned and updated by Michelle De Agostini