id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-16045	Murphy, Sarah Anne; Moeller, Sherry Engle; Page, Jessica R.; Cerqua, Judith; Boarman, Mark	Leveraging Measurement System Analysis (MSA) to Improve Library Assessment: The Attribute Gage R&R	2009	10	.pdf	application/pdf	4581	179	38	Leveraging Measurement System Analysis to Improve Library Assessment 575 Appendix A: Quality Standards for Virtual Reference Policy Policy: Quality Standards for Virtual Reference This policy covers answers to questions OSU Libraries receives via QuestionPoint and instant messaging software, and is intended to support OSU Libraries efforts to provide consistent customer service to the Libraries’ user population. ibraries utilize measurement systems for a multitude of purposes: to collect and ana- lyze data, such as the number of directional versus reference questions, for reporting purposes; to understand patrons’ use of technology, such as the library’s Web site, to improve its design and usability; and to improve and control both internal and public transactional processes, in areas such as cataloging and circulation.	cache/crl-16045.pdf	txt/crl-16045.txt