Evaluating reference data accuracy: a mixed methods study

Abstract

PurposeReference data collection tools facilitate the collection of in‐depth data about reference interactions. Since this information may influence decisions, library managers should examine how these tools are used and assess how these data entry behaviors may impact the accuracy of the data. This paper aims to analyze reference staff perceptions and data entry behaviors using a reference data collection tool.Design/methodology/approachThe two‐year mixed method study analyses reference staff perceptions and data entry behaviors related to the reference data collection tool used at the University of Colorado Boulder Libraries. The authors identified six distinct data entry behaviors for analysis in this study.FindingsThe survey results indicate that staff consider the tool to be both easy to use and useful. These findings, under the technology acceptance model, indicate technology acceptance, which influences adoption and use of the tool. Though rates of adoption and use of the tool are high, the authors' analysis of behaviors indicate that not all users record reference interactions in the same way, and this inconsistency may impact the accuracy of collected data.Practical implicationsInconsistency in data entry behaviors should inform the design of staff training sessions, best practice guidelines, and the tool's interface.Social implicationsIf data are used to justify changes to services and collections, decision makers need to be confident that data accurately reflect activity at library service points.Originality/valuePrevious studies related to reference data collection mention the importance of consistent data entry practices, but no studies have explicitly evaluated how inconsistencies in use may impact the accuracy of data.