Report of the CACUL Working Group on Reference Statistics. Occasional Paper Series, No. 10.

Most academic libraries undertake the collection and reporting of statistical information on activity levels for many aspects of both technical and public services. Data on reference activity are used for a variety of purposes within the library, primarily to facilitate planning and improve delivery of reference services, and also externally, where they are used for broad inter-institutional comparisons which often have a direct impact on operations. The Canadian Association of College and University Libraries (CACUL) Task Force on Reference Statistics was established in October 1985 with a dual mandate: (1) to develop definitions, forms, and procedures, and to conduct a pilot study to establish a body of data on reference activities in Canadian academic libraries; and (2) to develop a means of measuring patron satisfaction with reference service. In 1990, the Working Group on Reference Statistics was formed to address the first part of the mandate. Questionnaires were developed and sent to academic libraries, the results of which led to the development of draft definitions and forms. A pilot project to test the efficacy and acceptability of definitions and forms was undertaken in March 1993. Responses were received from 10 universities (66.6%) and 15 colleges (93.8%). Results are discussed. Appendices include: a pretest questionnaire; a survey questionnaire; instructions; definitions; forms; and a questionnaire distributed after the test period. (SWC)