Definition of a Reference Question

A reference transaction is an information contact which involved the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff. It includes information and referral services. Information sources include print and non-print materials or records, and through communication or referral, other libraries and institutions and people inside and outside the library. The request may come in person or by any other means by a person of any age.
Do not count directional transactions or questions of rules or policies.

That's a whole lot of jargon, but what may help more is to determine what is not a reference question:
•Messages (to pull hold requests) 
•Renewal of items checked out 
•Checking items in/out 
•Creating guest passes 
•Looking up library card numbers 
•Directional assistance (where are the biographies, bathroom, etc) 

If you have any questions, please contact your supervisor.