Developing a Model for Reference Research Statistics: Applying the "Warner Model" of Reference Question Classification to Streamline Research Services

The merger of an academic library with the main branch of a large city's public library in 2003 required a new method for determining customer—patron transactions. The Warner model, previously reported in RUSQ in 2001, was adopted and used to investigate the possibilities for developing tiered reference, adjusting staffing levels, and improving service in a merged reference unit. The adopted model is recommended to other libraries that want to develop effective tools for analyzing reference services.