id	sid	tid	token	lemma	pos
crln-9107	1	1	apr14_b.indd	apr14_b.indd	PROPN
crln-9107	1	2	c&rl	c&rl	PROPN
crln-9107	1	3	news	news	PROPN
crln-9107	1	4	april	april	PROPN
crln-9107	1	5	2014	2014	NUM
crln-9107	2	1	202	202	NUM
crln-9107	2	2	jie	jie	PROPN
crln-9107	2	3	zhang	zhang	PROPN
crln-9107	2	4	is	be	AUX
crln-9107	2	5	head	head	NOUN
crln-9107	2	6	of	of	ADP
crln-9107	2	7	reference	reference	NOUN
crln-9107	2	8	services	service	NOUN
crln-9107	2	9	,	,	PUNCT
crln-9107	2	10	e	e	NOUN
crln-9107	2	11	-	-	NOUN
crln-9107	2	12	mail	mail	NOUN
crln-9107	2	13	:	:	PUNCT
crln-9107	2	14	jzhang@	jzhang@	PROPN
crln-9107	2	15	jcu.edu	jcu.edu	PROPN
crln-9107	2	16	,	,	PUNCT
crln-9107	2	17	and	and	CCONJ
crln-9107	2	18	nevin	nevin	PROPN
crln-9107	2	19	mayer	mayer	PROPN
crln-9107	2	20	is	be	AUX
crln-9107	2	21	coordinator	coordinator	NOUN
crln-9107	2	22	of	of	ADP
crln-9107	2	23	instruction	instruction	NOUN
crln-9107	2	24	,	,	PUNCT
crln-9107	2	25	e	e	NOUN
crln-9107	2	26	-	-	NOUN
crln-9107	2	27	mail	mail	NOUN
crln-9107	2	28	:	:	PUNCT
crln-9107	2	29	mayer@jcu.edu	mayer@jcu.edu	NOUN
crln-9107	2	30	,	,	PUNCT
crln-9107	2	31	at	at	ADP
crln-9107	2	32	john	john	PROPN
crln-9107	2	33	carroll	carroll	PROPN
crln-9107	2	34	university	university	PROPN
crln-9107	2	35	’s	’s	PART
crln-9107	2	36	grasselli	grasselli	PROPN
crln-9107	2	37	library	library	NOUN
crln-9107	2	38	©	©	PROPN
crln-9107	2	39	2014	2014	NUM
crln-9107	2	40	jie	jie	PROPN
crln-9107	2	41	zhang	zhang	PROPN
crln-9107	2	42	and	and	CCONJ
crln-9107	2	43	nevin	nevin	PROPN
crln-9107	2	44	mayer	mayer	PROPN
crln-9107	2	45	jie	jie	PROPN
crln-9107	2	46	zhang	zhang	PROPN
crln-9107	2	47	and	and	CCONJ
crln-9107	2	48	nevin	nevin	PROPN
crln-9107	2	49	mayer	mayer	PROPN
crln-9107	2	50	proactive	proactive	PROPN
crln-9107	2	51	chat	chat	PROPN
crln-9107	2	52	reference	reference	NOUN
crln-9107	2	53	getting	get	VERB
crln-9107	2	54	in	in	ADP
crln-9107	2	55	the	the	DET
crln-9107	2	56	users	user	NOUN
crln-9107	2	57	’	’	PART
crln-9107	2	58	space	space	NOUN
crln-9107	2	59	more	more	ADV
crln-9107	2	60	frequently	frequently	ADV
crln-9107	2	61	we	we	PRON
crln-9107	2	62	find	find	VERB
crln-9107	2	63	ourselves	ourselves	PRON
crln-9107	2	64	ap	ap	ADV
crln-9107	2	65	-	-	PUNCT
crln-9107	2	66	proached	proache	VERB
crln-9107	2	67	by	by	ADP
crln-9107	2	68	live	live	ADJ
crln-9107	2	69	customer	customer	NOUN
crln-9107	2	70	service	service	NOUN
crln-9107	2	71	representatives	representative	NOUN
crln-9107	2	72	in	in	ADP
crln-9107	2	73	cyberspace	cyberspace	NOUN
crln-9107	2	74	offering	offer	VERB
crln-9107	2	75	customer	customer	NOUN
crln-9107	2	76	support	support	NOUN
crln-9107	2	77	on	on	ADP
crln-9107	2	78	the	the	DET
crln-9107	2	79	commercial	commercial	ADJ
crln-9107	2	80	websites	website	NOUN
crln-9107	2	81	we	we	PRON
crln-9107	2	82	visit	visit	VERB
crln-9107	2	83	.	.	PUNCT
crln-9107	3	1	live	live	ADJ
crln-9107	3	2	customer	customer	NOUN
crln-9107	3	3	support	support	NOUN
crln-9107	3	4	chat	chat	NOUN
crln-9107	3	5	offers	offer	VERB
crln-9107	3	6	us	we	PRON
crln-9107	3	7	the	the	DET
crln-9107	3	8	opportunity	opportunity	NOUN
crln-9107	3	9	to	to	PART
crln-9107	3	10	ask	ask	VERB
crln-9107	3	11	questions	question	NOUN
crln-9107	3	12	and	and	CCONJ
crln-9107	3	13	,	,	PUNCT
crln-9107	3	14	ideally	ideally	ADV
crln-9107	3	15	,	,	PUNCT
crln-9107	3	16	to	to	PART
crln-9107	3	17	receive	receive	VERB
crln-9107	3	18	quality	quality	NOUN
crln-9107	3	19	information	information	NOUN
crln-9107	3	20	in	in	ADP
crln-9107	3	21	response	response	NOUN
crln-9107	3	22	to	to	ADP
crln-9107	3	23	our	our	PRON
crln-9107	3	24	questions	question	NOUN
crln-9107	3	25	about	about	ADP
crln-9107	3	26	a	a	DET
crln-9107	3	27	product	product	NOUN
crln-9107	3	28	or	or	CCONJ
crln-9107	3	29	service	service	NOUN
crln-9107	3	30	we	we	PRON
crln-9107	3	31	are	be	AUX
crln-9107	3	32	thinking	think	VERB
crln-9107	3	33	about	about	ADP
crln-9107	3	34	buying.1	buying.1	PROPN
crln-9107	3	35	this	this	DET
crln-9107	3	36	proactive	proactive	ADJ
crln-9107	3	37	approach	approach	NOUN
crln-9107	3	38	to	to	ADP
crln-9107	3	39	customer	customer	NOUN
crln-9107	3	40	service	service	NOUN
crln-9107	3	41	,	,	PUNCT
crln-9107	3	42	commonly	commonly	ADV
crln-9107	3	43	used	use	VERB
crln-9107	3	44	in	in	ADP
crln-9107	3	45	business	business	NOUN
crln-9107	3	46	,	,	PUNCT
crln-9107	3	47	was	be	AUX
crln-9107	3	48	recently	recently	ADV
crln-9107	3	49	adopted	adopt	VERB
crln-9107	3	50	by	by	ADP
crln-9107	3	51	grasselli	grasselli	PROPN
crln-9107	3	52	library	library	NOUN
crln-9107	3	53	at	at	ADP
crln-9107	3	54	john	john	PROPN
crln-9107	3	55	carroll	carroll	PROPN
crln-9107	3	56	university	university	PROPN
crln-9107	3	57	for	for	ADP
crln-9107	3	58	its	its	PRON
crln-9107	3	59	chat	chat	PROPN
crln-9107	3	60	reference	reference	NOUN
crln-9107	3	61	service	service	NOUN
crln-9107	3	62	,	,	PUNCT
crln-9107	3	63	which	which	PRON
crln-9107	3	64	supports	support	VERB
crln-9107	3	65	3,500	3,500	NUM
crln-9107	3	66	fte	fte	NOUN
crln-9107	3	67	students	student	NOUN
crln-9107	3	68	and	and	CCONJ
crln-9107	3	69	380	380	NUM
crln-9107	3	70	faculty	faculty	NOUN
crln-9107	3	71	members	member	NOUN
crln-9107	3	72	.	.	PUNCT
crln-9107	4	1	by	by	ADP
crln-9107	4	2	switching	switch	VERB
crln-9107	4	3	to	to	PART
crln-9107	4	4	chat	chat	VERB
crln-9107	4	5	software	software	NOUN
crln-9107	4	6	that	that	PRON
crln-9107	4	7	initiates	initiate	VERB
crln-9107	4	8	the	the	DET
crln-9107	4	9	offer	offer	NOUN
crln-9107	4	10	to	to	PART
crln-9107	4	11	help	help	VERB
crln-9107	4	12	on	on	ADP
crln-9107	4	13	behalf	behalf	NOUN
crln-9107	4	14	of	of	ADP
crln-9107	4	15	the	the	DET
crln-9107	4	16	librarian	librarian	NOUN
crln-9107	4	17	,	,	PUNCT
crln-9107	4	18	we	we	PRON
crln-9107	4	19	experienced	experience	VERB
crln-9107	4	20	success	success	NOUN
crln-9107	4	21	in	in	ADP
crln-9107	4	22	increasing	increase	VERB
crln-9107	4	23	the	the	DET
crln-9107	4	24	visibility	visibility	NOUN
crln-9107	4	25	of	of	ADP
crln-9107	4	26	our	our	PRON
crln-9107	4	27	chat	chat	NOUN
crln-9107	4	28	service	service	NOUN
crln-9107	4	29	with	with	ADP
crln-9107	4	30	our	our	PRON
crln-9107	4	31	users	user	NOUN
crln-9107	4	32	.	.	PUNCT
crln-9107	5	1	this	this	PRON
crln-9107	5	2	,	,	PUNCT
crln-9107	5	3	in	in	ADP
crln-9107	5	4	turn	turn	NOUN
crln-9107	5	5	,	,	PUNCT
crln-9107	5	6	increased	increase	VERB
crln-9107	5	7	our	our	PRON
crln-9107	5	8	patrons	patron	NOUN
crln-9107	5	9	’	'	PUNCT
crln-9107	5	10	use	use	NOUN
crln-9107	5	11	of	of	ADP
crln-9107	5	12	the	the	DET
crln-9107	5	13	service	service	NOUN
crln-9107	5	14	.	.	PUNCT
crln-9107	6	1	starting	start	VERB
crln-9107	6	2	with	with	ADP
crln-9107	6	3	a	a	DET
crln-9107	6	4	consortium	consortium	NOUN
crln-9107	6	5	model	model	NOUN
crln-9107	6	6	grasselli	grasselli	PROPN
crln-9107	6	7	library	library	PROPN
crln-9107	6	8	initiated	initiate	VERB
crln-9107	6	9	chat	chat	NOUN
crln-9107	6	10	reference	reference	NOUN
crln-9107	6	11	service	service	NOUN
crln-9107	6	12	in	in	ADP
crln-9107	6	13	august	august	PROPN
crln-9107	6	14	2002	2002	NUM
crln-9107	6	15	by	by	ADP
crln-9107	6	16	participating	participate	VERB
crln-9107	6	17	in	in	ADP
crln-9107	6	18	ohiolink	ohiolink	NOUN
crln-9107	6	19	chat	chat	PROPN
crln-9107	6	20	,	,	PUNCT
crln-9107	6	21	a	a	DET
crln-9107	6	22	multi	multi	ADJ
crln-9107	6	23	-	-	ADJ
crln-9107	6	24	type	type	ADJ
crln-9107	6	25	institutional	institutional	ADJ
crln-9107	6	26	consortium	consortium	NOUN
crln-9107	6	27	.	.	PUNCT
crln-9107	7	1	this	this	DET
crln-9107	7	2	consortium	consortium	NOUN
crln-9107	7	3	was	be	AUX
crln-9107	7	4	made	make	VERB
crln-9107	7	5	up	up	ADP
crln-9107	7	6	of	of	ADP
crln-9107	7	7	ohiolink	ohiolink	NOUN
crln-9107	7	8	colleges	college	NOUN
crln-9107	7	9	and	and	CCONJ
crln-9107	7	10	universities	university	NOUN
crln-9107	7	11	interested	interested	ADJ
crln-9107	7	12	in	in	ADP
crln-9107	7	13	pooling	pool	VERB
crln-9107	7	14	portions	portion	NOUN
crln-9107	7	15	of	of	ADP
crln-9107	7	16	their	their	PRON
crln-9107	7	17	librarians	librarian	NOUN
crln-9107	7	18	’	’	PART
crln-9107	7	19	reference	reference	NOUN
crln-9107	7	20	time	time	NOUN
crln-9107	7	21	for	for	ADP
crln-9107	7	22	statewide	statewide	ADJ
crln-9107	7	23	chat	chat	NOUN
crln-9107	7	24	service	service	NOUN
crln-9107	7	25	.	.	PUNCT
crln-9107	8	1	because	because	SCONJ
crln-9107	8	2	we	we	PRON
crln-9107	8	3	are	be	AUX
crln-9107	8	4	a	a	DET
crln-9107	8	5	jesuit	jesuit	PROPN
crln-9107	8	6	university	university	NOUN
crln-9107	8	7	,	,	PUNCT
crln-9107	8	8	in	in	ADP
crln-9107	8	9	july	july	PROPN
crln-9107	8	10	2003	2003	NUM
crln-9107	8	11	,	,	PUNCT
crln-9107	8	12	we	we	PRON
crln-9107	8	13	also	also	ADV
crln-9107	8	14	started	start	VERB
crln-9107	8	15	participating	participate	VERB
crln-9107	8	16	in	in	ADP
crln-9107	8	17	the	the	DET
crln-9107	8	18	association	association	NOUN
crln-9107	8	19	of	of	ADP
crln-9107	8	20	jesuit	jesuit	PROPN
crln-9107	8	21	colleges	college	NOUN
crln-9107	8	22	and	and	CCONJ
crln-9107	8	23	universities	university	NOUN
crln-9107	8	24	(	(	PUNCT
crln-9107	8	25	ajcu	ajcu	ADJ
crln-9107	8	26	)	)	PUNCT
crln-9107	8	27	24x7	24x7	NUM
crln-9107	8	28	virtual	virtual	ADJ
crln-9107	8	29	reference	reference	NOUN
crln-9107	8	30	project	project	NOUN
crln-9107	8	31	.	.	PUNCT
crln-9107	9	1	while	while	SCONJ
crln-9107	9	2	participating	participate	VERB
crln-9107	9	3	in	in	ADP
crln-9107	9	4	ohiolink	ohiolink	NOUN
crln-9107	9	5	chat	chat	NOUN
crln-9107	9	6	and	and	CCONJ
crln-9107	9	7	ajcu	ajcu	VERB
crln-9107	9	8	24/7	24/7	NUM
crln-9107	9	9	virtual	virtual	ADJ
crln-9107	9	10	reference	reference	NOUN
crln-9107	9	11	,	,	PUNCT
crln-9107	9	12	we	we	PRON
crln-9107	9	13	encountered	encounter	VERB
crln-9107	9	14	some	some	DET
crln-9107	9	15	scheduling	scheduling	NOUN
crln-9107	9	16	problems	problem	NOUN
crln-9107	9	17	.	.	PUNCT
crln-9107	10	1	there	there	PRON
crln-9107	10	2	were	be	VERB
crln-9107	10	3	breaks	break	NOUN
crln-9107	10	4	during	during	ADP
crln-9107	10	5	the	the	DET
crln-9107	10	6	year	year	NOUN
crln-9107	10	7	when	when	SCONJ
crln-9107	10	8	we	we	PRON
crln-9107	10	9	were	be	AUX
crln-9107	10	10	unavailable	unavailable	ADJ
crln-9107	10	11	to	to	PART
crln-9107	10	12	participate	participate	VERB
crln-9107	10	13	in	in	ADP
crln-9107	10	14	the	the	DET
crln-9107	10	15	service	service	NOUN
crln-9107	10	16	.	.	PUNCT
crln-9107	11	1	we	we	PRON
crln-9107	11	2	also	also	ADV
crln-9107	11	3	realized	realize	VERB
crln-9107	11	4	that	that	SCONJ
crln-9107	11	5	some	some	PRON
crln-9107	11	6	of	of	ADP
crln-9107	11	7	the	the	DET
crln-9107	11	8	questions	question	NOUN
crln-9107	11	9	we	we	PRON
crln-9107	11	10	received	receive	VERB
crln-9107	11	11	could	could	AUX
crln-9107	11	12	be	be	AUX
crln-9107	11	13	answered	answer	VERB
crln-9107	11	14	more	more	ADV
crln-9107	11	15	knowledgeably	knowledgeably	ADV
crln-9107	11	16	by	by	ADP
crln-9107	11	17	the	the	DET
crln-9107	11	18	students	student	NOUN
crln-9107	11	19	’	'	PUNCT
crln-9107	11	20	home	home	NOUN
crln-9107	11	21	institution	institution	NOUN
crln-9107	11	22	.	.	PUNCT
crln-9107	12	1	in	in	ADP
crln-9107	12	2	2006	2006	NUM
crln-9107	12	3	,	,	PUNCT
crln-9107	12	4	grasselli	grasselli	PROPN
crln-9107	12	5	library	library	NOUN
crln-9107	12	6	reassessed	reassess	VERB
crln-9107	12	7	its	its	PRON
crln-9107	12	8	efforts	effort	NOUN
crln-9107	12	9	in	in	ADP
crln-9107	12	10	providing	provide	VERB
crln-9107	12	11	electronic	electronic	ADJ
crln-9107	12	12	reference	reference	NOUN
crln-9107	12	13	services	service	NOUN
crln-9107	12	14	.	.	PUNCT
crln-9107	13	1	we	we	PRON
crln-9107	13	2	decided	decide	VERB
crln-9107	13	3	to	to	PART
crln-9107	13	4	discontinue	discontinue	VERB
crln-9107	13	5	participating	participate	VERB
crln-9107	13	6	in	in	ADP
crln-9107	13	7	the	the	DET
crln-9107	13	8	ajcu	ajcu	NOUN
crln-9107	13	9	project	project	NOUN
crln-9107	13	10	and	and	CCONJ
crln-9107	13	11	to	to	PART
crln-9107	13	12	continue	continue	VERB
crln-9107	13	13	only	only	ADV
crln-9107	13	14	with	with	ADP
crln-9107	13	15	ohiolink	ohiolink	NOUN
crln-9107	13	16	chat	chat	PROPN
crln-9107	13	17	.	.	PUNCT
crln-9107	14	1	the	the	DET
crln-9107	14	2	reasons	reason	NOUN
crln-9107	14	3	for	for	ADP
crln-9107	14	4	this	this	DET
crln-9107	14	5	change	change	NOUN
crln-9107	14	6	were	be	AUX
crln-9107	14	7	low	low	ADJ
crln-9107	14	8	usage	usage	NOUN
crln-9107	14	9	of	of	ADP
crln-9107	14	10	chat	chat	NOUN
crln-9107	14	11	by	by	ADP
crln-9107	14	12	our	our	PRON
crln-9107	14	13	patrons	patron	NOUN
crln-9107	14	14	and	and	CCONJ
crln-9107	14	15	the	the	DET
crln-9107	14	16	high	high	ADJ
crln-9107	14	17	participation	participation	NOUN
crln-9107	14	18	fees	fee	NOUN
crln-9107	14	19	ajcu	ajcu	NOUN
crln-9107	14	20	charged	charge	VERB
crln-9107	14	21	for	for	ADP
crln-9107	14	22	their	their	PRON
crln-9107	14	23	chat	chat	NOUN
crln-9107	14	24	service	service	NOUN
crln-9107	14	25	.	.	PUNCT
crln-9107	15	1	a	a	DET
crln-9107	15	2	year	year	NOUN
crln-9107	15	3	later	later	ADV
crln-9107	15	4	,	,	PUNCT
crln-9107	15	5	ohiolink	ohiolink	VERB
crln-9107	15	6	chat	chat	PROPN
crln-9107	15	7	service	service	NOUN
crln-9107	15	8	was	be	AUX
crln-9107	15	9	discontinued	discontinue	VERB
crln-9107	15	10	in	in	ADP
crln-9107	15	11	favor	favor	NOUN
crln-9107	15	12	of	of	ADP
crln-9107	15	13	the	the	DET
crln-9107	15	14	state	state	NOUN
crln-9107	15	15	library	library	NOUN
crln-9107	15	16	’s	’s	PART
crln-9107	15	17	knowitnow24x7	knowitnow24x7	PROPN
crln-9107	15	18	,	,	PUNCT
crln-9107	15	19	which	which	PRON
crln-9107	15	20	expanded	expand	VERB
crln-9107	15	21	chat	chat	NOUN
crln-9107	15	22	service	service	NOUN
crln-9107	15	23	for	for	ADP
crln-9107	15	24	all	all	DET
crln-9107	15	25	citizens	citizen	NOUN
crln-9107	15	26	of	of	ADP
crln-9107	15	27	ohio	ohio	PROPN
crln-9107	15	28	and	and	CCONJ
crln-9107	15	29	for	for	ADP
crln-9107	15	30	anyone	anyone	PRON
crln-9107	15	31	residing	reside	VERB
crln-9107	15	32	in	in	ADP
crln-9107	15	33	the	the	DET
crln-9107	15	34	state.2	state.2	PROPN
crln-9107	15	35	because	because	SCONJ
crln-9107	15	36	we	we	PRON
crln-9107	15	37	are	be	AUX
crln-9107	15	38	a	a	DET
crln-9107	15	39	private	private	ADJ
crln-9107	15	40	university	university	NOUN
crln-9107	15	41	,	,	PUNCT
crln-9107	15	42	we	we	PRON
crln-9107	15	43	felt	feel	VERB
crln-9107	15	44	our	our	PRON
crln-9107	15	45	role	role	NOUN
crln-9107	15	46	in	in	ADP
crln-9107	15	47	statewide	statewide	ADJ
crln-9107	15	48	chat	chat	NOUN
crln-9107	15	49	had	have	AUX
crln-9107	15	50	become	become	VERB
crln-9107	15	51	far	far	ADV
crln-9107	15	52	less	less	ADV
crln-9107	15	53	essential	essential	ADJ
crln-9107	15	54	,	,	PUNCT
crln-9107	15	55	so	so	ADV
crln-9107	15	56	we	we	PRON
crln-9107	15	57	decided	decide	VERB
crln-9107	15	58	to	to	PART
crln-9107	15	59	discontinue	discontinue	VERB
crln-9107	15	60	participating	participate	VERB
crln-9107	15	61	in	in	ADP
crln-9107	15	62	the	the	DET
crln-9107	15	63	state	state	NOUN
crln-9107	15	64	’s	’s	PART
crln-9107	15	65	chat	chat	PROPN
crln-9107	15	66	service	service	NOUN
crln-9107	15	67	.	.	PUNCT
crln-9107	16	1	focusing	focus	VERB
crln-9107	16	2	on	on	ADP
crln-9107	16	3	our	our	PRON
crln-9107	16	4	own	own	ADJ
crln-9107	16	5	chat	chat	NOUN
crln-9107	16	6	service	service	NOUN
crln-9107	16	7	with	with	ADP
crln-9107	16	8	a	a	DET
crln-9107	16	9	reactive	reactive	ADJ
crln-9107	16	10	approach	approach	NOUN
crln-9107	16	11	to	to	PART
crln-9107	16	12	serve	serve	VERB
crln-9107	16	13	our	our	PRON
crln-9107	16	14	own	own	ADJ
crln-9107	16	15	patrons	patron	NOUN
crln-9107	16	16	better	well	ADV
crln-9107	16	17	,	,	PUNCT
crln-9107	16	18	we	we	PRON
crln-9107	16	19	decided	decide	VERB
crln-9107	16	20	to	to	PART
crln-9107	16	21	focus	focus	VERB
crln-9107	16	22	on	on	ADP
crln-9107	16	23	offering	offer	VERB
crln-9107	16	24	our	our	PRON
crln-9107	16	25	own	own	ADJ
crln-9107	16	26	i	i	PRON
crln-9107	16	27	m	m	VERB
crln-9107	16	28	chat	chat	ADJ
crln-9107	16	29	service	service	NOUN
crln-9107	16	30	april	april	PROPN
crln-9107	16	31	2014	2014	NUM
crln-9107	16	32	203	203	NUM
crln-9107	16	33	c&rl	c&rl	PROPN
crln-9107	16	34	news	news	NOUN
crln-9107	16	35	using	use	VERB
crln-9107	16	36	trillium	trillium	NOUN
crln-9107	16	37	software	software	NOUN
crln-9107	16	38	,	,	PUNCT
crln-9107	16	39	which	which	PRON
crln-9107	16	40	we	we	PRON
crln-9107	16	41	had	have	AUX
crln-9107	16	42	started	start	VERB
crln-9107	16	43	in	in	ADP
crln-9107	16	44	summer	summer	NOUN
crln-9107	16	45	2005	2005	NUM
crln-9107	16	46	.	.	PUNCT
crln-9107	17	1	we	we	PRON
crln-9107	17	2	installed	instal	VERB
crln-9107	17	3	trillian	trillian	NOUN
crln-9107	17	4	on	on	ADP
crln-9107	17	5	the	the	DET
crln-9107	17	6	reference	reference	NOUN
crln-9107	17	7	desk	desk	NOUN
crln-9107	17	8	computer	computer	NOUN
crln-9107	17	9	,	,	PUNCT
crln-9107	17	10	and	and	CCONJ
crln-9107	17	11	chat	chat	PROPN
crln-9107	17	12	was	be	AUX
crln-9107	17	13	monitored	monitor	VERB
crln-9107	17	14	by	by	ADP
crln-9107	17	15	the	the	DET
crln-9107	17	16	librarian	librarian	PROPN
crln-9107	17	17	on	on	ADP
crln-9107	17	18	duty	duty	NOUN
crln-9107	17	19	.	.	PUNCT
crln-9107	18	1	we	we	PRON
crln-9107	18	2	used	use	VERB
crln-9107	18	3	trillian	trillian	PROPN
crln-9107	18	4	for	for	ADP
crln-9107	18	5	i	i	PRON
crln-9107	18	6	m	m	PROPN
crln-9107	18	7	until	until	ADP
crln-9107	18	8	february	february	PROPN
crln-9107	18	9	2010	2010	NUM
crln-9107	18	10	,	,	PUNCT
crln-9107	18	11	when	when	SCONJ
crln-9107	18	12	we	we	PRON
crln-9107	18	13	switched	switch	VERB
crln-9107	18	14	to	to	ADP
crln-9107	18	15	meebo	meebo	PROPN
crln-9107	18	16	.	.	PUNCT
crln-9107	19	1	meebo	meebo	PROPN
crln-9107	19	2	was	be	AUX
crln-9107	19	3	a	a	DET
crln-9107	19	4	more	more	ADV
crln-9107	19	5	efficient	efficient	ADJ
crln-9107	19	6	product	product	NOUN
crln-9107	19	7	for	for	ADP
crln-9107	19	8	virtual	virtual	ADJ
crln-9107	19	9	reference	reference	NOUN
crln-9107	19	10	in	in	ADP
crln-9107	19	11	that	that	SCONJ
crln-9107	19	12	the	the	DET
crln-9107	19	13	patrons	patron	NOUN
crln-9107	19	14	did	do	AUX
crln-9107	19	15	not	not	PART
crln-9107	19	16	need	need	VERB
crln-9107	19	17	to	to	PART
crln-9107	19	18	create	create	VERB
crln-9107	19	19	a	a	DET
crln-9107	19	20	user	user	NOUN
crln-9107	19	21	i	i	NOUN
crln-9107	19	22	d	d	PROPN
crln-9107	19	23	in	in	ADP
crln-9107	19	24	order	order	NOUN
crln-9107	19	25	to	to	PART
crln-9107	19	26	use	use	VERB
crln-9107	19	27	it	it	PRON
crln-9107	19	28	.	.	PUNCT
crln-9107	20	1	we	we	PRON
crln-9107	20	2	embedded	embed	VERB
crln-9107	20	3	meebo	meebo	PROPN
crln-9107	20	4	into	into	ADP
crln-9107	20	5	the	the	DET
crln-9107	20	6	“	"	PUNCT
crln-9107	20	7	ask	ask	VERB
crln-9107	20	8	a	a	DET
crln-9107	20	9	librarian	librarian	ADJ
crln-9107	20	10	”	"	PUNCT
crln-9107	20	11	page	page	NOUN
crln-9107	20	12	,	,	PUNCT
crln-9107	20	13	which	which	PRON
crln-9107	20	14	,	,	PUNCT
crln-9107	20	15	in	in	ADP
crln-9107	20	16	turn	turn	NOUN
crln-9107	20	17	,	,	PUNCT
crln-9107	20	18	was	be	AUX
crln-9107	20	19	embedded	embed	VERB
crln-9107	20	20	into	into	ADP
crln-9107	20	21	the	the	DET
crln-9107	20	22	various	various	ADJ
crln-9107	20	23	service	service	NOUN
crln-9107	20	24	and	and	CCONJ
crln-9107	20	25	resources	resource	NOUN
crln-9107	20	26	pages	page	NOUN
crln-9107	20	27	,	,	PUNCT
crln-9107	20	28	including	include	VERB
crln-9107	20	29	the	the	DET
crln-9107	20	30	search	search	NOUN
crln-9107	20	31	pages	page	NOUN
crln-9107	20	32	of	of	ADP
crln-9107	20	33	our	our	PRON
crln-9107	20	34	ebscohost	ebscohost	NOUN
crln-9107	20	35	databases	database	NOUN
crln-9107	20	36	.	.	PUNCT
crln-9107	21	1	d	d	X
crln-9107	21	2	u	u	NOUN
crln-9107	21	3	r	r	VERB
crln-9107	21	4	i	i	PRON
crln-9107	21	5	n	n	CCONJ
crln-9107	21	6	g	g	VERB
crln-9107	21	7	the	the	DET
crln-9107	21	8	29	29	NUM
crln-9107	21	9	-	-	PUNCT
crln-9107	21	10	month	month	NOUN
crln-9107	21	11	period	period	NOUN
crln-9107	21	12	from	from	ADP
crln-9107	21	13	f	f	PROPN
crln-9107	21	14	e	e	PROPN
crln-9107	21	15	b	b	PROPN
crln-9107	21	16	r	r	NOUN
crln-9107	21	17	u	u	NOUN
crln-9107	21	18	a	a	DET
crln-9107	21	19	r	r	NOUN
crln-9107	21	20	y	y	NOUN
crln-9107	21	21	2010	2010	NUM
crln-9107	21	22	to	to	ADP
crln-9107	21	23	june	june	PROPN
crln-9107	21	24	2012	2012	NUM
crln-9107	21	25	that	that	PRON
crln-9107	21	26	we	we	PRON
crln-9107	21	27	offered	offer	VERB
crln-9107	21	28	meebo	meebo	PROPN
crln-9107	21	29	,	,	PUNCT
crln-9107	21	30	we	we	PRON
crln-9107	21	31	recorded	record	VERB
crln-9107	21	32	a	a	DET
crln-9107	21	33	total	total	NOUN
crln-9107	21	34	of	of	ADP
crln-9107	21	35	24,864	24,864	NUM
crln-9107	21	36	r	r	NOUN
crln-9107	21	37	e	e	NOUN
crln-9107	21	38	f	f	PROPN
crln-9107	21	39	e	e	PROPN
crln-9107	21	40	r	r	NOUN
crln-9107	21	41	e	e	NOUN
crln-9107	21	42	n	n	CCONJ
crln-9107	21	43	c	c	NOUN
crln-9107	21	44	e	e	NOUN
crln-9107	21	45	transactions	transaction	NOUN
crln-9107	21	46	,	,	PUNCT
crln-9107	22	1	w	w	NOUN
crln-9107	22	2	i	i	PRON
crln-9107	23	1	t	t	NOUN
crln-9107	23	2	h	h	NOUN
crln-9107	23	3	c	c	NOUN
crln-9107	23	4	h	h	PROPN
crln-9107	24	1	a	a	DET
crln-9107	24	2	t	t	NOUN
crln-9107	24	3	transactions	transaction	NOUN
crln-9107	24	4	accounting	account	VERB
crln-9107	24	5	for	for	ADP
crln-9107	24	6	3	3	NUM
crln-9107	24	7	percent	percent	NOUN
crln-9107	24	8	(	(	PUNCT
crln-9107	24	9	n=708	n=708	NUM
crln-9107	24	10	)	)	PUNCT
crln-9107	24	11	,	,	PUNCT
crln-9107	24	12	phone	phone	NOUN
crln-9107	24	13	transactions	transaction	NOUN
crln-9107	24	14	accounting	account	VERB
crln-9107	24	15	for	for	ADP
crln-9107	24	16	9	9	NUM
crln-9107	24	17	percent	percent	NOUN
crln-9107	24	18	(	(	PUNCT
crln-9107	24	19	n=2,209	n=2,209	NOUN
crln-9107	24	20	)	)	PUNCT
crln-9107	24	21	,	,	PUNCT
crln-9107	24	22	and	and	CCONJ
crln-9107	24	23	inperson	inperson	NOUN
crln-9107	24	24	transactions	transaction	NOUN
crln-9107	24	25	accounting	account	VERB
crln-9107	24	26	for	for	ADP
crln-9107	24	27	88	88	NUM
crln-9107	24	28	percent	percent	NOUN
crln-9107	24	29	(	(	PUNCT
crln-9107	24	30	n=21,947	n=21,947	NOUN
crln-9107	24	31	)	)	PUNCT
crln-9107	24	32	.	.	PUNCT
crln-9107	25	1	obviously	obviously	ADV
crln-9107	25	2	,	,	PUNCT
crln-9107	25	3	chat	chat	VERB
crln-9107	25	4	reference	reference	NOUN
crln-9107	25	5	service	service	NOUN
crln-9107	25	6	was	be	AUX
crln-9107	25	7	not	not	PART
crln-9107	25	8	being	be	AUX
crln-9107	25	9	adequately	adequately	ADV
crln-9107	25	10	used	use	VERB
crln-9107	25	11	.	.	PUNCT
crln-9107	26	1	we	we	PRON
crln-9107	26	2	believe	believe	VERB
crln-9107	26	3	the	the	DET
crln-9107	26	4	poor	poor	ADJ
crln-9107	26	5	results	result	NOUN
crln-9107	26	6	largely	largely	ADV
crln-9107	26	7	reflected	reflect	VERB
crln-9107	26	8	the	the	DET
crln-9107	26	9	reactive	reactive	ADJ
crln-9107	26	10	nature	nature	NOUN
crln-9107	26	11	of	of	ADP
crln-9107	26	12	the	the	DET
crln-9107	26	13	chat	chat	PROPN
crln-9107	26	14	software	software	NOUN
crln-9107	26	15	itself	itself	PRON
crln-9107	26	16	.	.	PUNCT
crln-9107	27	1	with	with	ADP
crln-9107	27	2	meebo	meebo	PROPN
crln-9107	27	3	,	,	PUNCT
crln-9107	27	4	the	the	DET
crln-9107	27	5	librarian	librarian	NOUN
crln-9107	27	6	,	,	PUNCT
crln-9107	27	7	whether	whether	SCONJ
crln-9107	27	8	at	at	ADP
crln-9107	27	9	the	the	DET
crln-9107	27	10	reference	reference	NOUN
crln-9107	27	11	desk	desk	NOUN
crln-9107	27	12	or	or	CCONJ
crln-9107	27	13	at	at	ADP
crln-9107	27	14	a	a	DET
crln-9107	27	15	separate	separate	ADJ
crln-9107	27	16	computer	computer	NOUN
crln-9107	27	17	in	in	ADP
crln-9107	27	18	an	an	DET
crln-9107	27	19	office	office	NOUN
crln-9107	27	20	,	,	PUNCT
crln-9107	27	21	waited	wait	VERB
crln-9107	27	22	for	for	SCONJ
crln-9107	27	23	the	the	DET
crln-9107	27	24	user	user	NOUN
crln-9107	27	25	to	to	PART
crln-9107	27	26	initiate	initiate	VERB
crln-9107	27	27	the	the	DET
crln-9107	27	28	chat	chat	NOUN
crln-9107	27	29	by	by	ADP
crln-9107	27	30	using	use	VERB
crln-9107	27	31	the	the	DET
crln-9107	27	32	widget	widget	NOUN
crln-9107	27	33	.	.	PUNCT
crln-9107	28	1	once	once	SCONJ
crln-9107	28	2	the	the	DET
crln-9107	28	3	chat	chat	NOUN
crln-9107	28	4	came	come	VERB
crln-9107	28	5	in	in	ADP
crln-9107	28	6	,	,	PUNCT
crln-9107	28	7	the	the	DET
crln-9107	28	8	librarian	librarian	NOUN
crln-9107	28	9	simply	simply	ADV
crln-9107	28	10	reacted	react	VERB
crln-9107	28	11	to	to	ADP
crln-9107	28	12	the	the	DET
crln-9107	28	13	call	call	NOUN
crln-9107	28	14	by	by	ADP
crln-9107	28	15	providing	provide	VERB
crln-9107	28	16	the	the	DET
crln-9107	28	17	assistance	assistance	NOUN
crln-9107	28	18	the	the	DET
crln-9107	28	19	caller	caller	NOUN
crln-9107	28	20	needed	need	VERB
crln-9107	28	21	.	.	PUNCT
crln-9107	29	1	switching	switch	VERB
crln-9107	29	2	to	to	ADP
crln-9107	29	3	a	a	DET
crln-9107	29	4	business	business	NOUN
crln-9107	29	5	model	model	NOUN
crln-9107	29	6	(	(	PUNCT
crln-9107	29	7	proactive	proactive	ADJ
crln-9107	29	8	approach	approach	NOUN
crln-9107	29	9	)	)	PUNCT
crln-9107	29	10	because	because	SCONJ
crln-9107	29	11	of	of	ADP
crln-9107	29	12	our	our	PRON
crln-9107	29	13	continued	continue	VERB
crln-9107	29	14	dissatisfaction	dissatisfaction	NOUN
crln-9107	29	15	with	with	ADP
crln-9107	29	16	the	the	DET
crln-9107	29	17	low	low	ADJ
crln-9107	29	18	number	number	NOUN
crln-9107	29	19	of	of	ADP
crln-9107	29	20	students	student	NOUN
crln-9107	29	21	using	use	VERB
crln-9107	29	22	chat	chat	NOUN
crln-9107	29	23	service	service	NOUN
crln-9107	29	24	and	and	CCONJ
crln-9107	29	25	that	that	SCONJ
crln-9107	29	26	meebo	meebo	PROPN
crln-9107	29	27	ended	end	VERB
crln-9107	29	28	its	its	PRON
crln-9107	29	29	free	free	ADJ
crln-9107	29	30	service	service	NOUN
crln-9107	29	31	in	in	ADP
crln-9107	29	32	summer	summer	NOUN
crln-9107	29	33	2012	2012	NUM
crln-9107	29	34	,	,	PUNCT
crln-9107	29	35	we	we	PRON
crln-9107	29	36	decided	decide	VERB
crln-9107	29	37	to	to	PART
crln-9107	29	38	take	take	VERB
crln-9107	29	39	a	a	DET
crln-9107	29	40	more	more	ADV
crln-9107	29	41	proactive	proactive	ADJ
crln-9107	29	42	approach	approach	NOUN
crln-9107	29	43	in	in	ADP
crln-9107	29	44	reaching	reach	VERB
crln-9107	29	45	our	our	PRON
crln-9107	29	46	users	user	NOUN
crln-9107	29	47	.	.	PUNCT
crln-9107	30	1	towards	towards	ADP
crln-9107	30	2	this	this	DET
crln-9107	30	3	goal	goal	NOUN
crln-9107	30	4	,	,	PUNCT
crln-9107	30	5	we	we	PRON
crln-9107	30	6	adopted	adopt	VERB
crln-9107	30	7	the	the	DET
crln-9107	30	8	businessoriented	businessoriente	VERB
crln-9107	30	9	software	software	NOUN
crln-9107	30	10	zopim	zopim	PROPN
crln-9107	30	11	,	,	PUNCT
crln-9107	30	12	which	which	PRON
crln-9107	30	13	offers	offer	VERB
crln-9107	30	14	the	the	DET
crln-9107	30	15	feature	feature	NOUN
crln-9107	30	16	of	of	ADP
crln-9107	30	17	trigger	trigger	NOUN
crln-9107	30	18	-	-	PUNCT
crln-9107	30	19	initiated	initiate	VERB
crln-9107	30	20	chat.3	chat.3	ADJ
crln-9107	30	21	we	we	PRON
crln-9107	30	22	hoped	hope	VERB
crln-9107	30	23	that	that	SCONJ
crln-9107	30	24	triggered	trigger	VERB
crln-9107	30	25	chat	chat	NOUN
crln-9107	30	26	would	would	AUX
crln-9107	30	27	help	help	VERB
crln-9107	30	28	make	make	VERB
crln-9107	30	29	students	student	NOUN
crln-9107	30	30	more	more	ADV
crln-9107	30	31	aware	aware	ADJ
crln-9107	30	32	of	of	ADP
crln-9107	30	33	the	the	DET
crln-9107	30	34	availability	availability	NOUN
crln-9107	30	35	of	of	ADP
crln-9107	30	36	person	person	NOUN
crln-9107	30	37	-	-	PUNCT
crln-9107	30	38	toperson	toperson	NOUN
crln-9107	30	39	reference	reference	NOUN
crln-9107	30	40	help	help	NOUN
crln-9107	30	41	in	in	ADP
crln-9107	30	42	the	the	DET
crln-9107	30	43	virtual	virtual	ADJ
crln-9107	30	44	domain	domain	NOUN
crln-9107	30	45	.	.	PUNCT
crln-9107	31	1	zopim	zopim	NOUN
crln-9107	31	2	is	be	AUX
crln-9107	31	3	easy	easy	ADJ
crln-9107	31	4	to	to	PART
crln-9107	31	5	install	install	VERB
crln-9107	31	6	.	.	PUNCT
crln-9107	32	1	it	it	PRON
crln-9107	32	2	is	be	AUX
crln-9107	32	3	web	web	NOUN
crln-9107	32	4	-	-	PUNCT
crln-9107	32	5	based	base	VERB
crln-9107	32	6	and	and	CCONJ
crln-9107	32	7	can	can	AUX
crln-9107	32	8	be	be	AUX
crln-9107	32	9	embedded	embed	VERB
crln-9107	32	10	in	in	ADP
crln-9107	32	11	all	all	DET
crln-9107	32	12	the	the	DET
crln-9107	32	13	library	library	ADJ
crln-9107	32	14	pages	page	NOUN
crln-9107	32	15	.	.	PUNCT
crln-9107	33	1	the	the	DET
crln-9107	33	2	live	live	ADJ
crln-9107	33	3	chat	chat	VERB
crln-9107	33	4	widget	widget	NOUN
crln-9107	33	5	displays	display	NOUN
crln-9107	33	6	from	from	ADP
crln-9107	33	7	the	the	DET
crln-9107	33	8	lowerright	lowerright	ADJ
crln-9107	33	9	corner	corner	NOUN
crln-9107	33	10	of	of	ADP
crln-9107	33	11	the	the	DET
crln-9107	33	12	screen	screen	NOUN
crln-9107	33	13	(	(	PUNCT
crln-9107	33	14	figure	figure	NOUN
crln-9107	33	15	1	1	NUM
crln-9107	33	16	)	)	PUNCT
crln-9107	33	17	.	.	PUNCT
crln-9107	34	1	similar	similar	ADJ
crln-9107	34	2	to	to	ADP
crln-9107	34	3	meebo	meebo	PROPN
crln-9107	34	4	,	,	PUNCT
crln-9107	34	5	or	or	CCONJ
crln-9107	34	6	any	any	DET
crln-9107	34	7	meebo	meebo	PROPN
crln-9107	34	8	-	-	PUNCT
crln-9107	34	9	like	like	ADJ
crln-9107	34	10	software	software	NOUN
crln-9107	34	11	,	,	PUNCT
crln-9107	34	12	when	when	SCONJ
crln-9107	34	13	students	student	NOUN
crln-9107	34	14	need	need	VERB
crln-9107	34	15	help	help	NOUN
crln-9107	34	16	,	,	PUNCT
crln-9107	34	17	they	they	PRON
crln-9107	34	18	can	can	AUX
crln-9107	34	19	click	click	VERB
crln-9107	34	20	on	on	ADP
crln-9107	34	21	the	the	DET
crln-9107	34	22	widget	widget	NOUN
crln-9107	34	23	to	to	PART
crln-9107	34	24	ask	ask	VERB
crln-9107	34	25	a	a	DET
crln-9107	34	26	question	question	NOUN
crln-9107	34	27	.	.	PUNCT
crln-9107	35	1	h	h	NOUN
crln-9107	36	1	o	o	X
crln-9107	36	2	w	w	PROPN
crln-9107	36	3	e	e	NOUN
crln-9107	36	4	v	v	ADP
crln-9107	36	5	er	er	INTJ
crln-9107	36	6	,	,	PUNCT
crln-9107	36	7	different	different	ADJ
crln-9107	36	8	from	from	ADP
crln-9107	36	9	meebo	meebo	PROPN
crln-9107	36	10	,	,	PUNCT
crln-9107	36	11	zopim	zopim	PROPN
crln-9107	36	12	does	do	AUX
crln-9107	36	13	not	not	PART
crln-9107	36	14	just	just	ADV
crln-9107	36	15	sit	sit	VERB
crln-9107	36	16	on	on	ADP
crln-9107	36	17	the	the	DET
crln-9107	36	18	website	website	NOUN
crln-9107	36	19	waiting	wait	VERB
crln-9107	36	20	for	for	SCONJ
crln-9107	36	21	the	the	DET
crln-9107	36	22	patron	patron	NOUN
crln-9107	36	23	to	to	PART
crln-9107	36	24	use	use	VERB
crln-9107	36	25	the	the	DET
crln-9107	36	26	widget	widget	NOUN
crln-9107	36	27	in	in	ADP
crln-9107	36	28	order	order	NOUN
crln-9107	36	29	to	to	PART
crln-9107	36	30	ask	ask	VERB
crln-9107	36	31	a	a	DET
crln-9107	36	32	question	question	NOUN
crln-9107	36	33	.	.	PUNCT
crln-9107	37	1	just	just	ADV
crln-9107	37	2	as	as	SCONJ
crln-9107	37	3	in	in	ADP
crln-9107	37	4	its	its	PRON
crln-9107	37	5	use	use	NOUN
crln-9107	37	6	in	in	ADP
crln-9107	37	7	a	a	DET
crln-9107	37	8	commercial	commercial	ADJ
crln-9107	37	9	environment	environment	NOUN
crln-9107	37	10	,	,	PUNCT
crln-9107	37	11	zopim	zopim	PROPN
crln-9107	37	12	can	can	AUX
crln-9107	37	13	be	be	AUX
crln-9107	37	14	programmed	program	VERB
crln-9107	37	15	to	to	PART
crln-9107	37	16	initiate	initiate	VERB
crln-9107	37	17	a	a	DET
crln-9107	37	18	chat	chat	NOUN
crln-9107	37	19	,	,	PUNCT
crln-9107	37	20	after	after	SCONJ
crln-9107	37	21	the	the	DET
crln-9107	37	22	patron	patron	NOUN
crln-9107	37	23	has	have	AUX
crln-9107	37	24	resided	reside	VERB
crln-9107	37	25	on	on	ADP
crln-9107	37	26	the	the	DET
crln-9107	37	27	site	site	NOUN
crln-9107	37	28	for	for	ADP
crln-9107	37	29	a	a	DET
crln-9107	37	30	period	period	NOUN
crln-9107	37	31	of	of	ADP
crln-9107	37	32	time	time	NOUN
crln-9107	37	33	,	,	PUNCT
crln-9107	37	34	with	with	ADP
crln-9107	37	35	an	an	DET
crln-9107	37	36	offer	offer	NOUN
crln-9107	37	37	to	to	PART
crln-9107	37	38	help	help	VERB
crln-9107	37	39	on	on	ADP
crln-9107	37	40	behalf	behalf	NOUN
crln-9107	37	41	of	of	ADP
crln-9107	37	42	the	the	DET
crln-9107	37	43	librarian	librarian	ADJ
crln-9107	37	44	(	(	PUNCT
crln-9107	37	45	figure	figure	NOUN
crln-9107	37	46	2	2	NUM
crln-9107	37	47	)	)	PUNCT
crln-9107	37	48	.	.	PUNCT
crln-9107	38	1	to	to	PART
crln-9107	38	2	assure	assure	VERB
crln-9107	38	3	that	that	SCONJ
crln-9107	38	4	students	student	NOUN
crln-9107	38	5	have	have	VERB
crln-9107	38	6	adequate	adequate	ADJ
crln-9107	38	7	time	time	NOUN
crln-9107	38	8	to	to	PART
crln-9107	38	9	orient	orient	VERB
crln-9107	38	10	themselves	themselves	PRON
crln-9107	38	11	to	to	ADP
crln-9107	38	12	the	the	DET
crln-9107	38	13	library	library	NOUN
crln-9107	38	14	site	site	NOUN
crln-9107	38	15	,	,	PUNCT
crln-9107	38	16	we	we	PRON
crln-9107	38	17	chose	choose	VERB
crln-9107	38	18	a	a	DET
crln-9107	38	19	time	time	NOUN
crln-9107	38	20	period	period	NOUN
crln-9107	38	21	of	of	ADP
crln-9107	38	22	three	three	NUM
crln-9107	38	23	minutes	minute	NOUN
crln-9107	38	24	.	.	PUNCT
crln-9107	39	1	once	once	SCONJ
crln-9107	39	2	the	the	DET
crln-9107	39	3	patron	patron	NOUN
crln-9107	39	4	responds	respond	VERB
crln-9107	39	5	to	to	ADP
crln-9107	39	6	the	the	DET
crln-9107	39	7	triggerinitiated	triggerinitiate	VERB
crln-9107	39	8	question	question	NOUN
crln-9107	39	9	,	,	PUNCT
crln-9107	39	10	the	the	DET
crln-9107	39	11	librarian	librarian	PROPN
crln-9107	39	12	on	on	ADP
crln-9107	39	13	duty	duty	NOUN
crln-9107	39	14	is	be	AUX
crln-9107	39	15	alerted	alert	VERB
crln-9107	39	16	with	with	ADP
crln-9107	39	17	a	a	DET
crln-9107	39	18	pop	pop	VERB
crln-9107	39	19	-	-	PUNCT
crln-9107	39	20	up	up	NOUN
crln-9107	39	21	window	window	NOUN
crln-9107	39	22	and	and	CCONJ
crln-9107	39	23	a	a	DET
crln-9107	39	24	sound	sound	NOUN
crln-9107	39	25	signal	signal	NOUN
crln-9107	39	26	.	.	PUNCT
crln-9107	40	1	the	the	DET
crln-9107	40	2	librarian	librarian	PROPN
crln-9107	40	3	then	then	ADV
crln-9107	40	4	immediately	immediately	ADV
crln-9107	40	5	takes	take	VERB
crln-9107	40	6	over	over	ADP
crln-9107	40	7	by	by	ADP
crln-9107	40	8	continuing	continue	VERB
crln-9107	40	9	the	the	DET
crln-9107	40	10	chat	chat	NOUN
crln-9107	40	11	as	as	SCONJ
crln-9107	40	12	if	if	SCONJ
crln-9107	40	13	it	it	PRON
crln-9107	40	14	were	be	AUX
crln-9107	40	15	the	the	DET
crln-9107	40	16	librarian	librarian	NOUN
crln-9107	40	17	who	who	PRON
crln-9107	40	18	initiated	initiate	VERB
crln-9107	40	19	the	the	DET
crln-9107	40	20	chat	chat	NOUN
crln-9107	40	21	.	.	PUNCT
crln-9107	41	1	(	(	PUNCT
crln-9107	41	2	figure	figure	NOUN
crln-9107	41	3	3	3	NUM
crln-9107	41	4	)	)	PUNCT
crln-9107	41	5	through	through	ADP
crln-9107	41	6	the	the	DET
crln-9107	41	7	urls	url	NOUN
crln-9107	41	8	that	that	PRON
crln-9107	41	9	appear	appear	VERB
crln-9107	41	10	on	on	ADP
crln-9107	41	11	the	the	DET
crln-9107	41	12	screen	screen	NOUN
crln-9107	41	13	,	,	PUNCT
crln-9107	41	14	the	the	DET
crln-9107	41	15	librarian	librarian	NOUN
crln-9107	41	16	can	can	AUX
crln-9107	41	17	view	view	VERB
crln-9107	41	18	the	the	DET
crln-9107	41	19	path	path	NOUN
crln-9107	41	20	the	the	DET
crln-9107	41	21	patron	patron	NOUN
crln-9107	41	22	is	be	AUX
crln-9107	41	23	taking	take	VERB
crln-9107	41	24	.	.	PUNCT
crln-9107	42	1	there	there	PRON
crln-9107	42	2	is	be	VERB
crln-9107	42	3	also	also	ADV
crln-9107	42	4	a	a	DET
crln-9107	42	5	sound	sound	ADJ
crln-9107	42	6	signal	signal	NOUN
crln-9107	42	7	each	each	DET
crln-9107	42	8	time	time	NOUN
crln-9107	42	9	the	the	DET
crln-9107	42	10	user	user	NOUN
crln-9107	42	11	responds	respond	VERB
crln-9107	42	12	with	with	ADP
crln-9107	42	13	a	a	DET
crln-9107	42	14	comment	comment	NOUN
crln-9107	42	15	or	or	CCONJ
crln-9107	42	16	question	question	NOUN
crln-9107	42	17	.	.	PUNCT
crln-9107	43	1	during	during	ADP
crln-9107	43	2	slow	slow	ADJ
crln-9107	43	3	times	time	NOUN
crln-9107	43	4	,	,	PUNCT
crln-9107	43	5	such	such	ADJ
crln-9107	43	6	as	as	ADP
crln-9107	43	7	mornings	morning	NOUN
crln-9107	43	8	and	and	CCONJ
crln-9107	43	9	saturdays	saturday	NOUN
crln-9107	43	10	,	,	PUNCT
crln-9107	43	11	the	the	DET
crln-9107	43	12	librarian	librarian	NOUN
crln-9107	43	13	at	at	ADP
crln-9107	43	14	the	the	DET
crln-9107	43	15	reference	reference	NOUN
crln-9107	43	16	desk	desk	NOUN
crln-9107	43	17	figure	figure	NOUN
crln-9107	43	18	1	1	NUM
crln-9107	43	19	.	.	PUNCT
crln-9107	43	20	display	display	NOUN
crln-9107	43	21	of	of	ADP
crln-9107	43	22	zopim	zopim	PROPN
crln-9107	43	23	widget	widget	PROPN
crln-9107	43	24	.	.	PUNCT
crln-9107	44	1	view	view	VERB
crln-9107	44	2	this	this	DET
crln-9107	44	3	article	article	NOUN
crln-9107	44	4	online	online	ADV
crln-9107	44	5	for	for	ADP
crln-9107	44	6	detailed	detailed	ADJ
crln-9107	44	7	images	image	NOUN
crln-9107	44	8	.	.	PUNCT
crln-9107	45	1	c&rl	c&rl	PROPN
crln-9107	45	2	news	news	PROPN
crln-9107	45	3	april	april	PROPN
crln-9107	45	4	2014	2014	NUM
crln-9107	45	5	204	204	NUM
crln-9107	45	6	will	will	AUX
crln-9107	45	7	handle	handle	VERB
crln-9107	45	8	both	both	CCONJ
crln-9107	45	9	chat	chat	VERB
crln-9107	45	10	and	and	CCONJ
crln-9107	45	11	in	in	ADP
crln-9107	45	12	-	-	PUNCT
crln-9107	45	13	person	person	NOUN
crln-9107	45	14	requests	request	NOUN
crln-9107	45	15	.	.	PUNCT
crln-9107	46	1	however	however	ADV
crln-9107	46	2	,	,	PUNCT
crln-9107	46	3	during	during	ADP
crln-9107	46	4	busy	busy	ADJ
crln-9107	46	5	times	time	NOUN
crln-9107	46	6	,	,	PUNCT
crln-9107	46	7	we	we	PRON
crln-9107	46	8	have	have	AUX
crln-9107	46	9	had	have	VERB
crln-9107	46	10	a	a	DET
crln-9107	46	11	librarian	librarian	ADJ
crln-9107	46	12	cover	cover	NOUN
crln-9107	46	13	chat	chat	NOUN
crln-9107	46	14	from	from	ADP
crln-9107	46	15	the	the	DET
crln-9107	46	16	reference	reference	NOUN
crln-9107	46	17	office	office	NOUN
crln-9107	46	18	,	,	PUNCT
crln-9107	46	19	and	and	CCONJ
crln-9107	46	20	another	another	DET
crln-9107	46	21	librarian	librarian	ADJ
crln-9107	46	22	cover	cover	VERB
crln-9107	46	23	in	in	ADP
crln-9107	46	24	-	-	PUNCT
crln-9107	46	25	person	person	NOUN
crln-9107	46	26	help	help	NOUN
crln-9107	46	27	at	at	ADP
crln-9107	46	28	the	the	DET
crln-9107	46	29	reference	reference	NOUN
crln-9107	46	30	desk	desk	NOUN
crln-9107	46	31	.	.	PUNCT
crln-9107	47	1	when	when	SCONJ
crln-9107	47	2	the	the	DET
crln-9107	47	3	library	library	NOUN
crln-9107	47	4	is	be	AUX
crln-9107	47	5	closed	close	VERB
crln-9107	47	6	,	,	PUNCT
crln-9107	47	7	the	the	DET
crln-9107	47	8	software	software	NOUN
crln-9107	47	9	allows	allow	VERB
crln-9107	47	10	the	the	DET
crln-9107	47	11	patron	patron	NOUN
crln-9107	47	12	to	to	PART
crln-9107	47	13	leave	leave	VERB
crln-9107	47	14	a	a	DET
crln-9107	47	15	message	message	NOUN
crln-9107	47	16	for	for	ADP
crln-9107	47	17	the	the	DET
crln-9107	47	18	librarian	librarian	NOUN
crln-9107	47	19	.	.	PUNCT
crln-9107	48	1	another	another	DET
crln-9107	48	2	helpful	helpful	ADJ
crln-9107	48	3	feature	feature	NOUN
crln-9107	48	4	of	of	ADP
crln-9107	48	5	the	the	DET
crln-9107	48	6	software	software	NOUN
crln-9107	48	7	is	be	AUX
crln-9107	48	8	the	the	DET
crln-9107	48	9	“	"	PUNCT
crln-9107	48	10	chat	chat	NOUN
crln-9107	48	11	rescuer	rescuer	NOUN
crln-9107	48	12	.	.	PUNCT
crln-9107	48	13	”	"	PUNCT
crln-9107	49	1	this	this	PRON
crln-9107	49	2	is	be	AUX
crln-9107	49	3	used	use	VERB
crln-9107	49	4	in	in	ADP
crln-9107	49	5	situations	situation	NOUN
crln-9107	49	6	when	when	SCONJ
crln-9107	49	7	a	a	DET
crln-9107	49	8	patron	patron	NOUN
crln-9107	49	9	initiates	initiate	VERB
crln-9107	49	10	a	a	DET
crln-9107	49	11	chat	chat	NOUN
crln-9107	49	12	while	while	SCONJ
crln-9107	49	13	the	the	DET
crln-9107	49	14	librarian	librarian	NOUN
crln-9107	49	15	is	be	AUX
crln-9107	49	16	busy	busy	ADJ
crln-9107	49	17	helping	help	VERB
crln-9107	49	18	someone	someone	PRON
crln-9107	49	19	else	else	ADV
crln-9107	49	20	.	.	PUNCT
crln-9107	50	1	three	three	NUM
crln-9107	50	2	minutes	minute	NOUN
crln-9107	50	3	after	after	SCONJ
crln-9107	50	4	the	the	DET
crln-9107	50	5	patron	patron	NOUN
crln-9107	50	6	asks	ask	VERB
crln-9107	50	7	a	a	DET
crln-9107	50	8	question	question	NOUN
crln-9107	50	9	,	,	PUNCT
crln-9107	50	10	the	the	DET
crln-9107	50	11	rescuer	rescuer	NOUN
crln-9107	50	12	notifies	notifie	NOUN
crln-9107	50	13	the	the	DET
crln-9107	50	14	patron	patron	NOUN
crln-9107	50	15	by	by	ADP
crln-9107	50	16	saying	say	VERB
crln-9107	50	17	,	,	PUNCT
crln-9107	50	18	“	"	PUNCT
crln-9107	50	19	we	we	PRON
crln-9107	50	20	apologize	apologize	VERB
crln-9107	50	21	for	for	ADP
crln-9107	50	22	keeping	keep	VERB
crln-9107	50	23	you	you	PRON
crln-9107	50	24	waiting	wait	VERB
crln-9107	50	25	.	.	PUNCT
crln-9107	51	1	our	our	PRON
crln-9107	51	2	librarians	librarian	NOUN
crln-9107	51	3	are	be	AUX
crln-9107	51	4	busy	busy	ADJ
crln-9107	51	5	at	at	ADP
crln-9107	51	6	the	the	DET
crln-9107	51	7	moment	moment	NOUN
crln-9107	51	8	.	.	PUNCT
crln-9107	52	1	we	we	PRON
crln-9107	52	2	’ll	’ll	AUX
crln-9107	52	3	be	be	AUX
crln-9107	52	4	with	with	ADP
crln-9107	52	5	you	you	PRON
crln-9107	52	6	as	as	ADV
crln-9107	52	7	soon	soon	ADV
crln-9107	52	8	as	as	ADP
crln-9107	52	9	possible	possible	ADJ
crln-9107	52	10	.	.	PUNCT
crln-9107	52	11	”	"	PUNCT
crln-9107	53	1	when	when	SCONJ
crln-9107	53	2	multiple	multiple	ADJ
crln-9107	53	3	chat	chat	VERB
crln-9107	53	4	r	r	NOUN
crln-9107	53	5	e	e	NOUN
crln-9107	53	6	q	q	X
crln-9107	53	7	u	u	X
crln-9107	53	8	e	e	PROPN
crln-9107	53	9	s	s	PROPN
crln-9107	53	10	t	t	PROPN
crln-9107	53	11	s	s	AUX
crln-9107	53	12	come	come	VERB
crln-9107	53	13	at	at	ADP
crln-9107	53	14	the	the	DET
crln-9107	53	15	same	same	ADJ
crln-9107	53	16	time	time	NOUN
crln-9107	53	17	,	,	PUNCT
crln-9107	53	18	there	there	PRON
crln-9107	53	19	is	be	VERB
crln-9107	53	20	also	also	ADV
crln-9107	53	21	t	t	NOUN
crln-9107	53	22	h	h	NOUN
crln-9107	53	23	e	e	PROPN
crln-9107	53	24	f	f	PROPN
crln-9107	54	1	a	a	PRON
crln-9107	54	2	m	m	VERB
crln-9107	54	3	i	i	NOUN
crln-9107	54	4	l	l	NOUN
crln-9107	54	5	iar	iar	ADJ
crln-9107	54	6	feature	feature	NOUN
crln-9107	55	1	o	o	NOUN
crln-9107	55	2	f	f	NOUN
crln-9107	55	3	c	c	PROPN
crln-9107	55	4	a	a	DET
crln-9107	55	5	n	n	NOUN
crln-9107	55	6	n	n	NOUN
crln-9107	55	7	e	e	X
crln-9107	55	8	d	d	NOUN
crln-9107	55	9	s	s	X
crln-9107	55	10	h	h	NOUN
crln-9107	55	11	o	o	NOUN
crln-9107	55	12	r	r	NOUN
crln-9107	55	13	t	t	NOUN
crln-9107	55	14	c	c	NOUN
crln-9107	55	15	u	u	NOUN
crln-9107	55	16	t	t	PROPN
crln-9107	55	17	s	s	PROPN
crln-9107	55	18	t	t	PROPN
crln-9107	55	19	h	h	NOUN
crln-9107	55	20	a	a	DET
crln-9107	55	21	t	t	NOUN
crln-9107	55	22	h	h	NOUN
crln-9107	55	23	e	e	NOUN
crln-9107	55	24	l	l	NOUN
crln-9107	56	1	p	p	X
crln-9107	56	2	l	l	NOUN
crln-9107	57	1	i	i	NOUN
crln-9107	57	2	b	b	NOUN
crln-9107	57	3	r	r	NOUN
crln-9107	57	4	a	a	DET
crln-9107	57	5	r	r	NOUN
crln-9107	58	1	i	i	PRON
crln-9107	58	2	a	a	DET
crln-9107	58	3	n	n	NOUN
crln-9107	58	4	s	s	AUX
crln-9107	58	5	respond	respond	NOUN
crln-9107	58	6	to	to	ADP
crln-9107	58	7	s	s	PROPN
crln-9107	58	8	t	t	PROPN
crln-9107	58	9	a	a	DET
crln-9107	58	10	n	n	NOUN
crln-9107	58	11	d	d	NOUN
crln-9107	58	12	a	a	DET
crln-9107	58	13	r	r	NOUN
crln-9107	58	14	d	d	X
crln-9107	58	15	q	q	X
crln-9107	58	16	u	u	X
crln-9107	58	17	e	e	PROPN
crln-9107	58	18	s	s	PROPN
crln-9107	58	19	t	t	X
crln-9107	59	1	i	i	PRON
crln-9107	59	2	o	o	X
crln-9107	59	3	n	n	X
crln-9107	59	4	s	s	X
crln-9107	59	5	,	,	PUNCT
crln-9107	59	6	such	such	ADJ
crln-9107	59	7	as	as	ADP
crln-9107	59	8	how	how	SCONJ
crln-9107	59	9	to	to	PART
crln-9107	59	10	find	find	VERB
crln-9107	59	11	a	a	DET
crln-9107	59	12	book	book	NOUN
crln-9107	59	13	.	.	PUNCT
crln-9107	60	1	we	we	PRON
crln-9107	60	2	launched	launch	VERB
crln-9107	60	3	zopim	zopim	NOUN
crln-9107	60	4	at	at	ADP
crln-9107	60	5	the	the	DET
crln-9107	60	6	beginning	beginning	NOUN
crln-9107	60	7	of	of	ADP
crln-9107	60	8	october	october	PROPN
crln-9107	60	9	2012	2012	NUM
crln-9107	60	10	.	.	PUNCT
crln-9107	61	1	because	because	SCONJ
crln-9107	61	2	of	of	ADP
crln-9107	61	3	its	its	PRON
crln-9107	61	4	ability	ability	NOUN
crln-9107	61	5	to	to	PART
crln-9107	61	6	trigger	trigger	VERB
crln-9107	61	7	automatically	automatically	ADV
crln-9107	61	8	with	with	ADP
crln-9107	61	9	an	an	DET
crln-9107	61	10	offer	offer	NOUN
crln-9107	61	11	to	to	PART
crln-9107	61	12	help	help	VERB
crln-9107	61	13	,	,	PUNCT
crln-9107	61	14	zopim	zopim	PROPN
crln-9107	61	15	markets	market	VERB
crln-9107	61	16	itself	itself	PRON
crln-9107	61	17	to	to	ADP
crln-9107	61	18	the	the	DET
crln-9107	61	19	user	user	NOUN
crln-9107	61	20	.	.	PUNCT
crln-9107	62	1	therefore	therefore	ADV
crln-9107	62	2	,	,	PUNCT
crln-9107	62	3	we	we	PRON
crln-9107	62	4	did	do	VERB
crln-9107	62	5	little	little	ADJ
crln-9107	62	6	to	to	PART
crln-9107	62	7	promote	promote	VERB
crln-9107	62	8	the	the	DET
crln-9107	62	9	availability	availability	NOUN
crln-9107	62	10	of	of	ADP
crln-9107	62	11	a	a	DET
crln-9107	62	12	proactive	proactive	ADJ
crln-9107	62	13	chat	chat	NOUN
crln-9107	62	14	feature	feature	NOUN
crln-9107	62	15	to	to	ADP
crln-9107	62	16	the	the	DET
crln-9107	62	17	university	university	NOUN
crln-9107	62	18	community	community	NOUN
crln-9107	62	19	.	.	PUNCT
crln-9107	63	1	by	by	ADP
crln-9107	63	2	the	the	DET
crln-9107	63	3	end	end	NOUN
crln-9107	63	4	of	of	ADP
crln-9107	63	5	march	march	PROPN
crln-9107	63	6	2013	2013	NUM
crln-9107	63	7	,	,	PUNCT
crln-9107	63	8	we	we	PRON
crln-9107	63	9	had	have	AUX
crln-9107	63	10	recorded	record	VERB
crln-9107	63	11	a	a	DET
crln-9107	63	12	total	total	NOUN
crln-9107	63	13	of	of	ADP
crln-9107	63	14	4,664	4,664	NUM
crln-9107	63	15	reference	reference	NOUN
crln-9107	63	16	transactions	transaction	NOUN
crln-9107	63	17	,	,	PUNCT
crln-9107	63	18	of	of	ADP
crln-9107	63	19	which	which	PRON
crln-9107	63	20	chat	chat	VERB
crln-9107	63	21	transactions	transaction	NOUN
crln-9107	63	22	accounted	account	VERB
crln-9107	63	23	for	for	ADP
crln-9107	63	24	21	21	NUM
crln-9107	63	25	percent	percent	NOUN
crln-9107	63	26	(	(	PUNCT
crln-9107	63	27	n=981),4	n=981),4	PROPN
crln-9107	63	28	a	a	DET
crln-9107	63	29	remarkable	remarkable	ADJ
crln-9107	63	30	increase	increase	NOUN
crln-9107	63	31	from	from	ADP
crln-9107	63	32	3	3	NUM
crln-9107	63	33	percent	percent	NOUN
crln-9107	63	34	;	;	PUNCT
crln-9107	63	35	phone	phone	NOUN
crln-9107	63	36	transactions	transaction	NOUN
crln-9107	63	37	accounted	account	VERB
crln-9107	63	38	for	for	ADP
crln-9107	63	39	6	6	NUM
crln-9107	63	40	percent	percent	NOUN
crln-9107	63	41	(	(	PUNCT
crln-9107	63	42	n=297	n=297	PROPN
crln-9107	63	43	)	)	PUNCT
crln-9107	63	44	,	,	PUNCT
crln-9107	63	45	a	a	DET
crln-9107	63	46	drop	drop	NOUN
crln-9107	63	47	from	from	ADP
crln-9107	63	48	9	9	NUM
crln-9107	63	49	percent	percent	NOUN
crln-9107	63	50	;	;	PUNCT
crln-9107	63	51	and	and	CCONJ
crln-9107	63	52	in	in	ADP
crln-9107	63	53	-	-	PUNCT
crln-9107	63	54	person	person	NOUN
crln-9107	63	55	transactions	transaction	NOUN
crln-9107	63	56	accounted	account	VERB
crln-9107	63	57	for	for	ADP
crln-9107	63	58	73	73	NUM
crln-9107	63	59	percent	percent	NOUN
crln-9107	63	60	(	(	PUNCT
crln-9107	63	61	n=3,386	n=3,386	NUM
crln-9107	63	62	)	)	PUNCT
crln-9107	63	63	,	,	PUNCT
crln-9107	63	64	a	a	DET
crln-9107	63	65	decrease	decrease	NOUN
crln-9107	63	66	from	from	ADP
crln-9107	63	67	88	88	NUM
crln-9107	63	68	percent	percent	NOUN
crln-9107	63	69	.	.	PUNCT
crln-9107	64	1	we	we	PRON
crln-9107	64	2	were	be	AUX
crln-9107	64	3	very	very	ADV
crln-9107	64	4	satisfied	satisfied	ADJ
crln-9107	64	5	with	with	ADP
crln-9107	64	6	this	this	DET
crln-9107	64	7	spike	spike	NOUN
crln-9107	64	8	in	in	ADP
crln-9107	64	9	number	number	NOUN
crln-9107	64	10	of	of	ADP
crln-9107	64	11	reference	reference	NOUN
crln-9107	64	12	chat	chat	VERB
crln-9107	64	13	queries	query	NOUN
crln-9107	64	14	.	.	PUNCT
crln-9107	65	1	as	as	ADP
crln-9107	65	2	to	to	ADP
crln-9107	65	3	the	the	DET
crln-9107	65	4	quality	quality	NOUN
crln-9107	65	5	of	of	ADP
crln-9107	65	6	the	the	DET
crln-9107	65	7	questions	question	NOUN
crln-9107	65	8	being	be	AUX
crln-9107	65	9	asked	ask	VERB
crln-9107	65	10	,	,	PUNCT
crln-9107	65	11	we	we	PRON
crln-9107	65	12	found	find	VERB
crln-9107	65	13	the	the	DET
crln-9107	65	14	initial	initial	ADJ
crln-9107	65	15	queries	query	NOUN
crln-9107	65	16	from	from	ADP
crln-9107	65	17	users	user	NOUN
crln-9107	65	18	to	to	PART
crln-9107	65	19	reflect	reflect	VERB
crln-9107	65	20	a	a	DET
crln-9107	65	21	combination	combination	NOUN
crln-9107	65	22	of	of	ADP
crln-9107	65	23	curiosity	curiosity	NOUN
crln-9107	65	24	and	and	CCONJ
crln-9107	65	25	caution	caution	NOUN
crln-9107	65	26	.	.	PUNCT
crln-9107	66	1	they	they	PRON
crln-9107	66	2	asked	ask	VERB
crln-9107	66	3	questions	question	NOUN
crln-9107	66	4	such	such	ADJ
crln-9107	66	5	as	as	ADP
crln-9107	66	6	“	"	PUNCT
crln-9107	66	7	are	be	AUX
crln-9107	66	8	you	you	PRON
crln-9107	66	9	a	a	DET
crln-9107	66	10	robot	robot	NOUN
crln-9107	66	11	,	,	PUNCT
crln-9107	66	12	”	"	PUNCT
crln-9107	66	13	and	and	CCONJ
crln-9107	66	14	“	"	PUNCT
crln-9107	66	15	is	be	AUX
crln-9107	66	16	this	this	PRON
crln-9107	66	17	a	a	DET
crln-9107	66	18	service	service	NOUN
crln-9107	66	19	or	or	CCONJ
crln-9107	66	20	a	a	DET
crln-9107	66	21	real	real	ADJ
crln-9107	66	22	librarian	librarian	NOUN
crln-9107	66	23	?	?	PUNCT
crln-9107	66	24	”	"	PUNCT
crln-9107	67	1	this	this	DET
crln-9107	67	2	response	response	NOUN
crln-9107	67	3	may	may	AUX
crln-9107	67	4	have	have	AUX
crln-9107	67	5	been	be	AUX
crln-9107	67	6	because	because	SCONJ
crln-9107	67	7	we	we	PRON
crln-9107	67	8	introduced	introduce	VERB
crln-9107	67	9	the	the	DET
crln-9107	67	10	service	service	NOUN
crln-9107	67	11	in	in	ADP
crln-9107	67	12	the	the	DET
crln-9107	67	13	second	second	ADJ
crln-9107	67	14	month	month	NOUN
crln-9107	67	15	of	of	ADP
crln-9107	67	16	fall	fall	NOUN
crln-9107	67	17	semester	semester	NOUN
crln-9107	67	18	with	with	ADP
crln-9107	67	19	very	very	ADV
crln-9107	67	20	little	little	ADJ
crln-9107	67	21	announcement	announcement	NOUN
crln-9107	67	22	.	.	PUNCT
crln-9107	68	1	however	however	ADV
crln-9107	68	2	,	,	PUNCT
crln-9107	68	3	once	once	SCONJ
crln-9107	68	4	the	the	DET
crln-9107	68	5	users	user	NOUN
crln-9107	68	6	became	become	VERB
crln-9107	68	7	more	more	ADV
crln-9107	68	8	assured	assure	VERB
crln-9107	68	9	that	that	SCONJ
crln-9107	68	10	they	they	PRON
crln-9107	68	11	were	be	AUX
crln-9107	68	12	indeed	indeed	ADV
crln-9107	68	13	talking	talk	VERB
crln-9107	68	14	to	to	ADP
crln-9107	68	15	a	a	DET
crln-9107	68	16	librarian	librarian	NOUN
crln-9107	68	17	,	,	PUNCT
crln-9107	68	18	the	the	DET
crln-9107	68	19	questions	question	NOUN
crln-9107	68	20	began	begin	VERB
crln-9107	68	21	to	to	PART
crln-9107	68	22	focus	focus	VERB
crln-9107	68	23	on	on	ADP
crln-9107	68	24	help	help	NOUN
crln-9107	68	25	in	in	ADP
crln-9107	68	26	discovering	discover	VERB
crln-9107	68	27	scholarly	scholarly	ADJ
crln-9107	68	28	resources	resource	NOUN
crln-9107	68	29	for	for	ADP
crln-9107	68	30	assignments	assignment	NOUN
crln-9107	68	31	.	.	PUNCT
crln-9107	69	1	trigger	trigger	NOUN
crln-9107	69	2	-	-	PUNCT
crln-9107	69	3	initiated	initiate	VERB
crln-9107	69	4	vs.	vs.	ADP
crln-9107	69	5	patron	patron	NOUN
crln-9107	69	6	-	-	PUNCT
crln-9107	69	7	initiated	initiate	VERB
crln-9107	69	8	chats	chat	NOUN
crln-9107	69	9	by	by	ADP
crln-9107	69	10	question	question	NOUN
crln-9107	69	11	type	type	NOUN
crln-9107	69	12	to	to	PART
crln-9107	69	13	discover	discover	VERB
crln-9107	69	14	in	in	ADP
crln-9107	69	15	more	more	ADJ
crln-9107	69	16	detail	detail	NOUN
crln-9107	69	17	whether	whether	SCONJ
crln-9107	69	18	a	a	DET
crln-9107	69	19	proactive	proactive	ADJ
crln-9107	69	20	business	business	NOUN
crln-9107	69	21	approach	approach	NOUN
crln-9107	69	22	to	to	PART
crln-9107	69	23	chat	chat	VERB
crln-9107	69	24	actually	actually	ADV
crln-9107	69	25	r	r	VERB
crln-9107	69	26	a	a	PRON
crln-9107	70	1	i	i	NOUN
crln-9107	70	2	s	s	PROPN
crln-9107	70	3	e	e	NOUN
crln-9107	70	4	s	s	PROPN
crln-9107	70	5	t	t	NOUN
crln-9107	70	6	h	h	NOUN
crln-9107	70	7	e	e	NOUN
crln-9107	70	8	visibility	visibility	NOUN
crln-9107	70	9	of	of	ADP
crln-9107	70	10	online	online	ADJ
crln-9107	70	11	help	help	NOUN
crln-9107	70	12	for	for	ADP
crln-9107	70	13	our	our	PRON
crln-9107	70	14	users	user	NOUN
crln-9107	71	1	,	,	PUNCT
crln-9107	71	2	we	we	PRON
crln-9107	71	3	did	do	VERB
crln-9107	71	4	an	an	DET
crln-9107	71	5	analysis	analysis	NOUN
crln-9107	71	6	of	of	ADP
crln-9107	71	7	the	the	DET
crln-9107	71	8	traditional	traditional	ADJ
crln-9107	71	9	reference	reference	NOUN
crln-9107	71	10	quest	quest	NOUN
crln-9107	72	1	i	i	PRON
crln-9107	72	2	o	o	VERB
crln-9107	73	1	n	n	NOUN
crln-9107	73	2	s	s	PROPN
crln-9107	73	3	t	t	NOUN
crln-9107	73	4	h	h	NOUN
crln-9107	73	5	a	a	DET
crln-9107	73	6	t	t	NOUN
crln-9107	73	7	a	a	DET
crln-9107	73	8	r	r	NOUN
crln-9107	73	9	r	r	NOUN
crln-9107	73	10	i	i	PRON
crln-9107	73	11	v	v	X
crln-9107	73	12	e	e	X
crln-9107	73	13	d	d	NOUN
crln-9107	73	14	t	t	X
crln-9107	73	15	o	o	VERB
crln-9107	73	16	us	we	PRON
crln-9107	73	17	through	through	ADP
crln-9107	73	18	chat	chat	PROPN
crln-9107	73	19	.	.	PUNCT
crln-9107	74	1	we	we	PRON
crln-9107	74	2	divided	divide	VERB
crln-9107	74	3	these	these	DET
crln-9107	74	4	chat	chat	ADJ
crln-9107	74	5	questions	question	NOUN
crln-9107	74	6	into	into	ADP
crln-9107	74	7	those	those	PRON
crln-9107	74	8	that	that	PRON
crln-9107	74	9	were	be	AUX
crln-9107	74	10	triggerinitiated	triggerinitiate	VERB
crln-9107	74	11	and	and	CCONJ
crln-9107	74	12	those	those	PRON
crln-9107	74	13	that	that	PRON
crln-9107	74	14	were	be	AUX
crln-9107	74	15	patron	patron	NOUN
crln-9107	74	16	-	-	PUNCT
crln-9107	74	17	initiated	initiate	VERB
crln-9107	74	18	through	through	ADP
crln-9107	74	19	the	the	DET
crln-9107	74	20	live	live	ADJ
crln-9107	74	21	chat	chat	NOUN
crln-9107	74	22	widget	widget	NOUN
crln-9107	74	23	.	.	PUNCT
crln-9107	75	1	of	of	ADP
crln-9107	75	2	all	all	DET
crln-9107	75	3	chat	chat	PROPN
crln-9107	75	4	reference	reference	NOUN
crln-9107	75	5	queries	query	NOUN
crln-9107	75	6	(	(	PUNCT
crln-9107	75	7	n=1,050)5	n=1,050)5	NOUN
crln-9107	75	8	from	from	ADP
crln-9107	75	9	october	october	PROPN
crln-9107	75	10	2012	2012	NUM
crln-9107	75	11	to	to	ADP
crln-9107	75	12	march	march	PROPN
crln-9107	75	13	2013	2013	NUM
crln-9107	75	14	,	,	PUNCT
crln-9107	75	15	70	70	NUM
crln-9107	75	16	percent	percent	NOUN
crln-9107	75	17	(	(	PUNCT
crln-9107	75	18	n=731	n=731	PROPN
crln-9107	75	19	)	)	PUNCT
crln-9107	75	20	were	be	AUX
crln-9107	75	21	initiated	initiate	VERB
crln-9107	75	22	by	by	ADP
crln-9107	75	23	trigger	trigger	NOUN
crln-9107	75	24	,	,	PUNCT
crln-9107	75	25	and	and	CCONJ
crln-9107	75	26	only	only	ADV
crln-9107	75	27	30	30	NUM
crln-9107	75	28	percent	percent	NOUN
crln-9107	75	29	(	(	PUNCT
crln-9107	75	30	n=319	n=319	PROPN
crln-9107	75	31	)	)	PUNCT
crln-9107	75	32	were	be	AUX
crln-9107	75	33	initiated	initiate	VERB
crln-9107	75	34	by	by	ADP
crln-9107	75	35	patrons	patron	NOUN
crln-9107	75	36	.	.	PUNCT
crln-9107	76	1	we	we	PRON
crln-9107	76	2	further	far	ADV
crln-9107	76	3	analyzed	analyze	VERB
crln-9107	76	4	the	the	DET
crln-9107	76	5	chat	chat	PROPN
crln-9107	76	6	transcripts	transcript	NOUN
crln-9107	76	7	to	to	PART
crln-9107	76	8	find	find	VERB
crln-9107	76	9	out	out	ADP
crln-9107	76	10	what	what	PRON
crln-9107	76	11	types	type	NOUN
crln-9107	76	12	of	of	ADP
crln-9107	76	13	questions	question	NOUN
crln-9107	76	14	the	the	DET
crln-9107	76	15	patrons	patron	NOUN
crln-9107	76	16	asked	ask	VERB
crln-9107	76	17	when	when	SCONJ
crln-9107	76	18	they	they	PRON
crln-9107	76	19	responded	respond	VERB
crln-9107	76	20	by	by	ADP
crln-9107	76	21	triggerinitiated	triggerinitiated	ADJ
crln-9107	76	22	chat	chat	PROPN
crln-9107	76	23	,	,	PUNCT
crln-9107	76	24	and	and	CCONJ
crln-9107	76	25	what	what	DET
crln-9107	76	26	types	type	NOUN
crln-9107	76	27	of	of	ADP
crln-9107	76	28	questions	question	NOUN
crln-9107	76	29	they	they	PRON
crln-9107	76	30	asked	ask	VERB
crln-9107	76	31	when	when	SCONJ
crln-9107	76	32	they	they	PRON
crln-9107	76	33	responded	respond	VERB
crln-9107	76	34	by	by	ADP
crln-9107	76	35	the	the	DET
crln-9107	76	36	live	live	ADJ
crln-9107	76	37	chat	chat	NOUN
crln-9107	76	38	widget	widget	NOUN
crln-9107	76	39	.	.	PUNCT
crln-9107	77	1	we	we	PRON
crln-9107	77	2	divided	divide	VERB
crln-9107	77	3	the	the	DET
crln-9107	77	4	queries	query	NOUN
crln-9107	77	5	into	into	ADP
crln-9107	77	6	three	three	NUM
crln-9107	77	7	well	well	ADV
crln-9107	77	8	-	-	PUNCT
crln-9107	77	9	known	know	VERB
crln-9107	77	10	categories	category	NOUN
crln-9107	77	11	of	of	ADP
crln-9107	77	12	question	question	NOUN
crln-9107	77	13	-	-	PUNCT
crln-9107	77	14	types	type	NOUN
crln-9107	77	15	:	:	PUNCT
crln-9107	77	16	reference	reference	NOUN
crln-9107	77	17	/	/	SYM
crln-9107	77	18	research	research	NOUN
crln-9107	77	19	,	,	PUNCT
crln-9107	77	20	directional	directional	ADJ
crln-9107	77	21	/	/	SYM
crln-9107	77	22	technical	technical	ADJ
crln-9107	77	23	/	/	SYM
crln-9107	77	24	policy	policy	NOUN
crln-9107	77	25	;	;	PUNCT
crln-9107	77	26	and	and	CCONJ
crln-9107	77	27	other	other	ADJ
crln-9107	77	28	.	.	PUNCT
crln-9107	78	1	“	"	PUNCT
crln-9107	78	2	reference	reference	NOUN
crln-9107	78	3	/	/	SYM
crln-9107	78	4	research	research	NOUN
crln-9107	78	5	”	"	PUNCT
crln-9107	78	6	includes	include	VERB
crln-9107	78	7	a	a	DET
crln-9107	78	8	question	question	NOUN
crln-9107	78	9	such	such	ADJ
crln-9107	78	10	as	as	ADP
crln-9107	78	11	“	"	PUNCT
crln-9107	78	12	i	i	PRON
crln-9107	78	13	have	have	AUX
crln-9107	78	14	a	a	DET
crln-9107	78	15	research	research	NOUN
crln-9107	78	16	paper	paper	NOUN
crln-9107	78	17	to	to	PART
crln-9107	78	18	do	do	VERB
crln-9107	78	19	and	and	CCONJ
crln-9107	78	20	am	am	AUX
crln-9107	78	21	trying	try	VERB
crln-9107	78	22	to	to	PART
crln-9107	78	23	narrow	narrow	VERB
crln-9107	78	24	a	a	DET
crln-9107	78	25	topic	topic	NOUN
crln-9107	78	26	down	down	ADP
crln-9107	78	27	regarding	regard	VERB
crln-9107	78	28	iraq	iraq	PROPN
crln-9107	78	29	and	and	CCONJ
crln-9107	78	30	causes	cause	NOUN
crln-9107	78	31	of	of	ADP
crln-9107	78	32	our	our	PRON
crln-9107	78	33	invasion	invasion	NOUN
crln-9107	78	34	of	of	ADP
crln-9107	78	35	figure	figure	NOUN
crln-9107	78	36	2	2	NUM
crln-9107	78	37	.	.	PUNCT
crln-9107	78	38	zopim	zopim	PROPN
crln-9107	78	39	triggered	trigger	VERB
crln-9107	78	40	and	and	CCONJ
crln-9107	78	41	offering	offer	VERB
crln-9107	78	42	help	help	NOUN
crln-9107	78	43	on	on	ADP
crln-9107	78	44	behalf	behalf	NOUN
crln-9107	78	45	of	of	ADP
crln-9107	78	46	librarian	librarian	PROPN
crln-9107	78	47	.	.	PUNCT
crln-9107	79	1	april	april	PROPN
crln-9107	79	2	2014	2014	NUM
crln-9107	79	3	205	205	NUM
crln-9107	79	4	c&rl	c&rl	PROPN
crln-9107	79	5	news	news	NOUN
crln-9107	79	6	figure	figure	NOUN
crln-9107	79	7	3	3	NUM
crln-9107	79	8	.	.	PUNCT
crln-9107	80	1	a	a	DET
crln-9107	80	2	chat	chat	PROPN
crln-9107	80	3	transcript	transcript	NOUN
crln-9107	80	4	screenshot	screenshot	NOUN
crln-9107	80	5	.	.	PUNCT
crln-9107	81	1	iraq	iraq	PROPN
crln-9107	81	2	.	.	PUNCT
crln-9107	81	3	”	"	PUNCT
crln-9107	82	1	“	"	PUNCT
crln-9107	82	2	directional	directional	ADJ
crln-9107	82	3	/	/	SYM
crln-9107	82	4	technical	technical	ADJ
crln-9107	82	5	/	/	SYM
crln-9107	82	6	policy	policy	NOUN
crln-9107	82	7	”	"	PUNCT
crln-9107	82	8	includes	include	VERB
crln-9107	82	9	a	a	DET
crln-9107	82	10	question	question	NOUN
crln-9107	82	11	such	such	ADJ
crln-9107	82	12	as	as	ADP
crln-9107	82	13	“	"	PUNCT
crln-9107	82	14	i	i	PRON
crln-9107	82	15	’m	’m	AUX
crln-9107	82	16	having	have	VERB
crln-9107	82	17	trouble	trouble	NOUN
crln-9107	82	18	logging	log	VERB
crln-9107	82	19	into	into	ADP
crln-9107	82	20	a	a	DET
crln-9107	82	21	library	library	ADJ
crln-9107	82	22	database	database	NOUN
crln-9107	82	23	from	from	ADP
crln-9107	82	24	off	off	ADP
crln-9107	82	25	-	-	PUNCT
crln-9107	82	26	campus	campus	NOUN
crln-9107	82	27	.	.	PUNCT
crln-9107	83	1	do	do	AUX
crln-9107	83	2	you	you	PRON
crln-9107	83	3	know	know	VERB
crln-9107	83	4	what	what	PRON
crln-9107	83	5	password	password	NOUN
crln-9107	83	6	i	i	PRON
crln-9107	83	7	should	should	AUX
crln-9107	83	8	use	use	VERB
crln-9107	83	9	?	?	PUNCT
crln-9107	83	10	”	"	PUNCT
crln-9107	83	11	and	and	CCONJ
crln-9107	83	12	“	"	PUNCT
crln-9107	83	13	other	other	ADJ
crln-9107	83	14	”	"	PUNCT
crln-9107	83	15	includes	include	VERB
crln-9107	83	16	a	a	DET
crln-9107	83	17	question	question	NOUN
crln-9107	83	18	such	such	ADJ
crln-9107	83	19	as	as	ADP
crln-9107	83	20	“	"	PUNCT
crln-9107	83	21	can	can	AUX
crln-9107	83	22	you	you	PRON
crln-9107	83	23	turn	turn	VERB
crln-9107	83	24	up	up	ADP
crln-9107	83	25	the	the	DET
crln-9107	83	26	heat	heat	NOUN
crln-9107	83	27	in	in	ADP
crln-9107	83	28	the	the	DET
crln-9107	83	29	library	library	NOUN
crln-9107	83	30	?	?	PUNCT
crln-9107	83	31	”	"	PUNCT
crln-9107	84	1	based	base	VERB
crln-9107	84	2	on	on	ADP
crln-9107	84	3	the	the	DET
crln-9107	84	4	above	above	ADJ
crln-9107	84	5	categories	category	NOUN
crln-9107	84	6	,	,	PUNCT
crln-9107	84	7	we	we	PRON
crln-9107	84	8	determined	determine	VERB
crln-9107	84	9	that	that	SCONJ
crln-9107	84	10	of	of	ADP
crln-9107	84	11	the	the	DET
crln-9107	84	12	731	731	NUM
crln-9107	84	13	trigger	trigger	NOUN
crln-9107	84	14	-	-	PUNCT
crln-9107	84	15	initiated	initiate	VERB
crln-9107	84	16	chats	chat	NOUN
crln-9107	84	17	,	,	PUNCT
crln-9107	84	18	74	74	NUM
crln-9107	84	19	percent	percent	NOUN
crln-9107	84	20	(	(	PUNCT
crln-9107	84	21	n=540	n=540	X
crln-9107	84	22	)	)	PUNCT
crln-9107	84	23	were	be	AUX
crln-9107	84	24	reference	reference	NOUN
crln-9107	84	25	or	or	CCONJ
crln-9107	84	26	researchrelated	researchrelate	VERB
crln-9107	84	27	questions	question	NOUN
crln-9107	84	28	and	and	CCONJ
crln-9107	84	29	25	25	NUM
crln-9107	84	30	percent	percent	NOUN
crln-9107	84	31	(	(	PUNCT
crln-9107	84	32	n=182	n=182	NOUN
crln-9107	84	33	)	)	PUNCT
crln-9107	84	34	were	be	AUX
crln-9107	84	35	direction	direction	NOUN
crln-9107	84	36	-	-	PUNCT
crln-9107	84	37	related	relate	VERB
crln-9107	84	38	,	,	PUNCT
crln-9107	84	39	while	while	SCONJ
crln-9107	84	40	of	of	ADP
crln-9107	84	41	the	the	DET
crln-9107	84	42	319	319	NUM
crln-9107	84	43	patron	patron	NOUN
crln-9107	84	44	-	-	PUNCT
crln-9107	84	45	initiated	initiate	VERB
crln-9107	84	46	chats	chat	NOUN
crln-9107	84	47	,	,	PUNCT
crln-9107	84	48	57	57	NUM
crln-9107	84	49	percent	percent	NOUN
crln-9107	84	50	(	(	PUNCT
crln-9107	84	51	n	n	NOUN
crln-9107	84	52	=	=	SYM
crln-9107	84	53	1	1	NUM
crln-9107	84	54	8	8	NUM
crln-9107	84	55	2	2	NUM
crln-9107	84	56	)	)	PUNCT
crln-9107	84	57	were	be	AUX
crln-9107	84	58	refe	refe	NOUN
crln-9107	84	59	r	r	NOUN
crln-9107	84	60	e	e	PROPN
crln-9107	84	61	n	n	ADP
crln-9107	84	62	c	c	NOUN
crln-9107	84	63	e	e	X
crln-9107	84	64	related	relate	VERB
crln-9107	84	65	and	and	CCONJ
crln-9107	84	66	41	41	NUM
crln-9107	84	67	percent	percent	NOUN
crln-9107	84	68	(	(	PUNCT
crln-9107	84	69	n	n	NOUN
crln-9107	84	70	=	=	SYM
crln-9107	84	71	1	1	NUM
crln-9107	84	72	3	3	NUM
crln-9107	84	73	2	2	NUM
crln-9107	84	74	)	)	PUNCT
crln-9107	85	1	w	w	NOUN
crln-9107	85	2	e	e	NOUN
crln-9107	85	3	r	r	NOUN
crln-9107	85	4	e	e	NOUN
crln-9107	85	5	d	d	NOUN
crln-9107	85	6	i	i	PRON
crln-9107	85	7	rection	rection	NOUN
crln-9107	85	8	-	-	PUNCT
crln-9107	85	9	related	relate	VERB
crln-9107	85	10	.	.	PUNCT
crln-9107	86	1	t	t	NOUN
crln-9107	86	2	h	h	NOUN
crln-9107	86	3	e	e	X
crln-9107	86	4	s	s	PROPN
crln-9107	86	5	e	e	PROPN
crln-9107	86	6	data	data	PROPN
crln-9107	86	7	indic	indic	PROPN
crln-9107	86	8	a	a	DET
crln-9107	86	9	t	t	NOUN
crln-9107	86	10	e	e	NOUN
crln-9107	86	11	t	t	PROPN
crln-9107	86	12	h	h	PROPN
crln-9107	86	13	a	a	DET
crln-9107	86	14	t	t	NOUN
crln-9107	87	1	f	f	X
crln-9107	87	2	o	o	NOUN
crln-9107	87	3	r	r	NOUN
crln-9107	87	4	t	t	NOUN
crln-9107	87	5	h	h	NOUN
crln-9107	87	6	e	e	NOUN
crln-9107	87	7	period	period	NOUN
crln-9107	87	8	between	between	ADP
crln-9107	87	9	october	october	PROPN
crln-9107	87	10	2012	2012	NUM
crln-9107	87	11	and	and	CCONJ
crln-9107	87	12	march	march	PROPN
crln-9107	87	13	2013	2013	NUM
crln-9107	88	1	,	,	PUNCT
crln-9107	88	2	our	our	PRON
crln-9107	88	3	trigger	trigger	NOUN
crln-9107	88	4	-	-	PUNCT
crln-9107	88	5	initiated	initiate	VERB
crln-9107	88	6	chats	chat	NOUN
crln-9107	88	7	are	be	AUX
crln-9107	88	8	more	more	ADJ
crln-9107	88	9	reference	reference	NOUN
crln-9107	88	10	and	and	CCONJ
crln-9107	88	11	research	research	NOUN
crln-9107	88	12	related	relate	VERB
crln-9107	88	13	than	than	ADP
crln-9107	88	14	are	be	AUX
crln-9107	88	15	our	our	PRON
crln-9107	88	16	patron	patron	NOUN
crln-9107	88	17	-	-	PUNCT
crln-9107	88	18	initiated	initiate	VERB
crln-9107	88	19	chats	chat	NOUN
crln-9107	88	20	;	;	PUNCT
crln-9107	88	21	while	while	SCONJ
crln-9107	88	22	our	our	PRON
crln-9107	88	23	patroninitiated	patroninitiate	VERB
crln-9107	88	24	chats	chat	NOUN
crln-9107	88	25	are	be	AUX
crln-9107	88	26	more	more	ADJ
crln-9107	88	27	direction	direction	NOUN
crln-9107	88	28	oriented	orient	VERB
crln-9107	88	29	.	.	PUNCT
crln-9107	89	1	clearly	clearly	ADV
crln-9107	89	2	,	,	PUNCT
crln-9107	89	3	for	for	ADP
crln-9107	89	4	us	we	PRON
crln-9107	89	5	,	,	PUNCT
crln-9107	89	6	the	the	DET
crln-9107	89	7	initiation	initiation	NOUN
crln-9107	89	8	of	of	ADP
crln-9107	89	9	a	a	DET
crln-9107	89	10	business	business	NOUN
crln-9107	89	11	model	model	NOUN
crln-9107	89	12	with	with	ADP
crln-9107	89	13	trigger	trigger	NOUN
crln-9107	89	14	-	-	PUNCT
crln-9107	89	15	initiated	initiate	VERB
crln-9107	89	16	chat	chat	NOUN
crln-9107	89	17	reached	reach	VERB
crln-9107	89	18	students	student	NOUN
crln-9107	89	19	online	online	ADV
crln-9107	89	20	with	with	ADP
crln-9107	89	21	complex	complex	ADJ
crln-9107	89	22	research	research	NOUN
crln-9107	89	23	questions	question	NOUN
crln-9107	89	24	,	,	PUNCT
crln-9107	89	25	who	who	PRON
crln-9107	89	26	might	might	AUX
crln-9107	89	27	not	not	PART
crln-9107	89	28	have	have	AUX
crln-9107	89	29	otherwise	otherwise	ADV
crln-9107	89	30	known	know	VERB
crln-9107	89	31	where	where	SCONJ
crln-9107	89	32	to	to	PART
crln-9107	89	33	go	go	VERB
crln-9107	89	34	for	for	ADP
crln-9107	89	35	help	help	NOUN
crln-9107	89	36	.	.	PUNCT
crln-9107	90	1	conclusion	conclusion	NOUN
crln-9107	90	2	there	there	PRON
crln-9107	90	3	are	be	VERB
crln-9107	90	4	considerations	consideration	NOUN
crln-9107	90	5	that	that	PRON
crln-9107	90	6	might	might	AUX
crln-9107	90	7	qualify	qualify	VERB
crln-9107	90	8	how	how	SCONJ
crln-9107	90	9	well	well	ADV
crln-9107	90	10	the	the	DET
crln-9107	90	11	direct	direct	ADJ
crln-9107	90	12	adoption	adoption	NOUN
crln-9107	90	13	of	of	ADP
crln-9107	90	14	a	a	DET
crln-9107	90	15	webshopping	webshoppe	VERB
crln-9107	90	16	customer	customer	NOUN
crln-9107	90	17	service	service	NOUN
crln-9107	90	18	model	model	NOUN
crln-9107	90	19	from	from	ADP
crln-9107	90	20	the	the	DET
crln-9107	90	21	business	business	NOUN
crln-9107	90	22	world	world	NOUN
crln-9107	90	23	works	work	VERB
crln-9107	90	24	in	in	ADP
crln-9107	90	25	an	an	DET
crln-9107	90	26	academic	academic	ADJ
crln-9107	90	27	library	library	NOUN
crln-9107	90	28	.	.	PUNCT
crln-9107	91	1	while	while	SCONJ
crln-9107	91	2	a	a	DET
crln-9107	91	3	majority	majority	NOUN
crln-9107	91	4	of	of	ADP
crln-9107	91	5	users	user	NOUN
crln-9107	91	6	declining	decline	VERB
crln-9107	91	7	chat	chat	NOUN
crln-9107	91	8	service	service	NOUN
crln-9107	91	9	responded	respond	VERB
crln-9107	91	10	with	with	ADP
crln-9107	91	11	,	,	PUNCT
crln-9107	91	12	“	"	PUNCT
crln-9107	91	13	no	no	PRON
crln-9107	91	14	thank	thank	VERB
crln-9107	91	15	you	you	PRON
crln-9107	91	16	.	.	PUNCT
crln-9107	92	1	i	i	PRON
crln-9107	92	2	’m	’m	VERB
crln-9107	92	3	fine	fine	ADJ
crln-9107	92	4	,	,	PUNCT
crln-9107	92	5	”	"	PUNCT
crln-9107	92	6	there	there	PRON
crln-9107	92	7	were	be	VERB
crln-9107	92	8	a	a	DET
crln-9107	92	9	few	few	ADJ
crln-9107	92	10	times	time	NOUN
crln-9107	92	11	during	during	ADP
crln-9107	92	12	the	the	DET
crln-9107	92	13	test	test	NOUN
crln-9107	92	14	period	period	NOUN
crln-9107	92	15	when	when	SCONJ
crln-9107	92	16	users	user	NOUN
crln-9107	92	17	stated	state	VERB
crln-9107	92	18	finding	find	VERB
crln-9107	92	19	the	the	DET
crln-9107	92	20	pop	pop	VERB
crln-9107	92	21	-	-	PUNCT
crln-9107	92	22	up	up	ADP
crln-9107	92	23	boxes	box	NOUN
crln-9107	92	24	a	a	DET
crln-9107	92	25	distraction	distraction	NOUN
crln-9107	92	26	to	to	ADP
crln-9107	92	27	their	their	PRON
crln-9107	92	28	research	research	NOUN
crln-9107	92	29	.	.	PUNCT
crln-9107	93	1	also	also	ADV
crln-9107	93	2	,	,	PUNCT
crln-9107	93	3	the	the	DET
crln-9107	93	4	absence	absence	NOUN
crln-9107	93	5	of	of	ADP
crln-9107	93	6	the	the	DET
crln-9107	93	7	ability	ability	NOUN
crln-9107	93	8	to	to	PART
crln-9107	93	9	co	co	VERB
crln-9107	93	10	-	-	VERB
crln-9107	93	11	browse	browse	VERB
crln-9107	93	12	with	with	ADP
crln-9107	93	13	a	a	DET
crln-9107	93	14	patron	patron	NOUN
crln-9107	93	15	in	in	ADP
crln-9107	93	16	the	the	DET
crln-9107	93	17	business	business	NOUN
crln-9107	93	18	model	model	NOUN
crln-9107	93	19	may	may	AUX
crln-9107	93	20	limit	limit	VERB
crln-9107	93	21	its	its	PRON
crln-9107	93	22	ability	ability	NOUN
crln-9107	93	23	to	to	PART
crln-9107	93	24	deliver	deliver	VERB
crln-9107	93	25	instruction	instruction	NOUN
crln-9107	93	26	effectively	effectively	ADV
crln-9107	93	27	.	.	PUNCT
crln-9107	94	1	a	a	DET
crln-9107	94	2	more	more	ADV
crln-9107	94	3	extended	extended	ADJ
crln-9107	94	4	study	study	NOUN
crln-9107	94	5	than	than	SCONJ
crln-9107	94	6	this	this	DET
crln-9107	94	7	one	one	NOUN
crln-9107	94	8	would	would	AUX
crln-9107	94	9	likely	likely	ADV
crln-9107	94	10	reveal	reveal	VERB
crln-9107	94	11	other	other	ADJ
crln-9107	94	12	qualifications	qualification	NOUN
crln-9107	94	13	.	.	PUNCT
crln-9107	95	1	nevertheless	nevertheless	ADV
crln-9107	95	2	,	,	PUNCT
crln-9107	95	3	despite	despite	SCONJ
crln-9107	95	4	the	the	DET
crln-9107	95	5	limitations	limitation	NOUN
crln-9107	95	6	,	,	PUNCT
crln-9107	95	7	we	we	PRON
crln-9107	95	8	believe	believe	VERB
crln-9107	95	9	that	that	SCONJ
crln-9107	95	10	exploring	explore	VERB
crln-9107	95	11	how	how	SCONJ
crln-9107	95	12	academic	academic	ADJ
crln-9107	95	13	libraries	library	NOUN
crln-9107	95	14	can	can	AUX
crln-9107	95	15	effectively	effectively	ADV
crln-9107	95	16	adapt	adapt	VERB
crln-9107	95	17	the	the	DET
crln-9107	95	18	business	business	NOUN
crln-9107	95	19	model	model	NOUN
crln-9107	95	20	’s	’s	PART
crln-9107	95	21	proactive	proactive	ADJ
crln-9107	95	22	approach	approach	NOUN
crln-9107	95	23	into	into	ADP
crln-9107	95	24	their	their	PRON
crln-9107	95	25	chat	chat	NOUN
crln-9107	95	26	reference	reference	NOUN
crln-9107	95	27	systems	system	NOUN
crln-9107	95	28	is	be	AUX
crln-9107	95	29	a	a	DET
crln-9107	95	30	valuable	valuable	ADJ
crln-9107	95	31	direction	direction	NOUN
crln-9107	95	32	for	for	ADP
crln-9107	95	33	study	study	NOUN
crln-9107	95	34	.	.	PUNCT
crln-9107	96	1	our	our	PRON
crln-9107	96	2	experience	experience	NOUN
crln-9107	96	3	with	with	ADP
crln-9107	96	4	a	a	DET
crln-9107	96	5	proactive	proactive	ADJ
crln-9107	96	6	chat	chat	NOUN
crln-9107	96	7	m	m	VERB
crln-9107	96	8	o	o	NOUN
crln-9107	96	9	d	d	X
crln-9107	96	10	e	e	X
crln-9107	96	11	l	l	NOUN
crln-9107	96	12	a	a	PROPN
crln-9107	96	13	t	t	NOUN
crln-9107	96	14	john	john	PROPN
crln-9107	96	15	carr	carr	PROPN
crln-9107	96	16	o	o	PROPN
crln-9107	96	17	l	l	X
crln-9107	96	18	l	l	X
crln-9107	96	19	u	u	NOUN
crln-9107	96	20	n	n	PROPN
crln-9107	96	21	i	i	PRON
crln-9107	96	22	v	v	VERB
crln-9107	96	23	e	e	NOUN
crln-9107	96	24	r	r	NOUN
crln-9107	96	25	s	s	X
crln-9107	96	26	i	i	PRON
crln-9107	96	27	t	t	PROPN
crln-9107	96	28	y	y	PROPN
crln-9107	96	29	showed	show	VERB
crln-9107	96	30	us	we	PRON
crln-9107	96	31	that	that	SCONJ
crln-9107	96	32	there	there	PRON
crln-9107	96	33	is	be	VERB
crln-9107	96	34	indeed	indeed	ADV
crln-9107	96	35	a	a	DET
crln-9107	96	36	r	r	NOUN
crln-9107	96	37	e	e	NOUN
crln-9107	96	38	a	a	NOUN
crln-9107	96	39	d	d	X
crln-9107	96	40	y	y	PROPN
crln-9107	96	41	made	make	VERB
crln-9107	96	42	market	market	NOUN
crln-9107	96	43	for	for	ADP
crln-9107	96	44	our	our	PRON
crln-9107	96	45	s	s	NOUN
crln-9107	96	46	e	e	NOUN
crln-9107	96	47	r	r	NOUN
crln-9107	96	48	v	v	NOUN
crln-9107	96	49	i	i	PRON
crln-9107	96	50	c	c	NOUN
crln-9107	96	51	e	e	NOUN
crln-9107	96	52	s	s	VERB
crln-9107	96	53	right	right	ADV
crln-9107	96	54	on	on	ADP
crln-9107	96	55	our	our	PRON
crln-9107	96	56	own	own	ADJ
crln-9107	96	57	library	library	NOUN
crln-9107	96	58	pages	page	NOUN
crln-9107	96	59	,	,	PUNCT
crln-9107	96	60	and	and	CCONJ
crln-9107	96	61	that	that	SCONJ
crln-9107	96	62	our	our	PRON
crln-9107	96	63	users	user	NOUN
crln-9107	96	64	will	will	AUX
crln-9107	96	65	ask	ask	VERB
crln-9107	96	66	us	we	PRON
crln-9107	96	67	questions	question	NOUN
crln-9107	96	68	when	when	SCONJ
crln-9107	96	69	we	we	PRON
crln-9107	96	70	approach	approach	VERB
crln-9107	96	71	them	they	PRON
crln-9107	96	72	.	.	PUNCT
crln-9107	97	1	notes	note	VERB
crln-9107	97	2	1	1	NUM
crln-9107	97	3	.	.	PUNCT
crln-9107	98	1	ahmed	ahmed	PROPN
crln-9107	98	2	elmorshidy	elmorshidy	PROPN
crln-9107	98	3	,	,	PUNCT
crln-9107	98	4	“	"	PUNCT
crln-9107	98	5	applying	apply	VERB
crln-9107	98	6	the	the	DET
crln-9107	98	7	technology	technology	NOUN
crln-9107	98	8	acceptance	acceptance	NOUN
crln-9107	98	9	and	and	CCONJ
crln-9107	98	10	service	service	NOUN
crln-9107	98	11	quality	quality	NOUN
crln-9107	98	12	models	model	NOUN
crln-9107	98	13	to	to	PART
crln-9107	98	14	live	live	VERB
crln-9107	98	15	customer	customer	NOUN
crln-9107	98	16	support	support	NOUN
crln-9107	98	17	chat	chat	NOUN
crln-9107	98	18	for	for	ADP
crln-9107	98	19	e	e	NOUN
crln-9107	98	20	-	-	NOUN
crln-9107	98	21	commerce	commerce	NOUN
crln-9107	98	22	websites	website	NOUN
crln-9107	98	23	,	,	PUNCT
crln-9107	98	24	”	"	PUNCT
crln-9107	98	25	journal	journal	NOUN
crln-9107	98	26	of	of	ADP
crln-9107	98	27	applied	apply	VERB
crln-9107	98	28	business	business	NOUN
crln-9107	98	29	research	research	NOUN
crln-9107	98	30	29	29	NUM
crln-9107	98	31	,	,	PUNCT
crln-9107	98	32	no	no	INTJ
crln-9107	98	33	.	.	NOUN
crln-9107	98	34	3	3	NUM
crln-9107	98	35	(	(	PUNCT
crln-9107	98	36	2013):589	2013):589	NUM
crln-9107	98	37	-	-	SYM
crln-9107	98	38	596	596	NUM
crln-9107	98	39	.	.	NOUN
crln-9107	99	1	2	2	NUM
crln-9107	99	2	.	.	PUNCT
crln-9107	99	3	“	"	PUNCT
crln-9107	99	4	about	about	ADP
crln-9107	99	5	knowitnow24x7	knowitnow24x7	PROPN
crln-9107	99	6	,	,	PUNCT
crln-9107	99	7	”	"	PUNCT
crln-9107	99	8	state	state	NOUN
crln-9107	99	9	library	library	NOUN
crln-9107	99	10	of	of	ADP
crln-9107	99	11	ohio	ohio	PROPN
crln-9107	99	12	,	,	PUNCT
crln-9107	99	13	www.knowitnow.org/about.php	www.knowitnow.org/about.php	PROPN
crln-9107	99	14	,	,	PUNCT
crln-9107	99	15	accessed	access	VERB
crln-9107	99	16	september	september	PROPN
crln-9107	99	17	13	13	NUM
crln-9107	99	18	,	,	PUNCT
crln-9107	99	19	2013	2013	NUM
crln-9107	99	20	.	.	PUNCT
crln-9107	100	1	3	3	X
crln-9107	100	2	.	.	X
crln-9107	100	3	zopim	zopim	PROPN
crln-9107	100	4	,	,	PUNCT
crln-9107	100	5	https://www.zopim.com	https://www.zopim.com	PROPN
crln-9107	100	6	,	,	PUNCT
crln-9107	100	7	accessed	access	VERB
crln-9107	100	8	september	september	PROPN
crln-9107	100	9	13	13	NUM
crln-9107	100	10	,	,	PUNCT
crln-9107	100	11	2013	2013	NUM
crln-9107	100	12	.	.	PUNCT
crln-9107	101	1	4	4	NUM
crln-9107	101	2	-	-	SYM
crln-9107	101	3	5	5	NUM
crln-9107	101	4	.	.	PUNCT
crln-9107	102	1	the	the	DET
crln-9107	102	2	reason	reason	NOUN
crln-9107	102	3	these	these	DET
crln-9107	102	4	numbers	number	NOUN
crln-9107	102	5	are	be	AUX
crln-9107	102	6	not	not	PART
crln-9107	102	7	consistent	consistent	ADJ
crln-9107	102	8	is	be	AUX
crln-9107	102	9	that	that	SCONJ
crln-9107	102	10	the	the	DET
crln-9107	102	11	former	former	ADJ
crln-9107	102	12	number	number	NOUN
crln-9107	102	13	(	(	PUNCT
crln-9107	102	14	n=981	n=981	PROPN
crln-9107	102	15	)	)	PUNCT
crln-9107	102	16	comes	come	VERB
crln-9107	102	17	from	from	ADP
crln-9107	102	18	the	the	DET
crln-9107	102	19	cms	cms	NOUN
crln-9107	102	20	records	record	NOUN
crln-9107	102	21	which	which	PRON
crln-9107	102	22	the	the	DET
crln-9107	102	23	librarians	librarian	NOUN
crln-9107	102	24	input	input	VERB
crln-9107	102	25	manually	manually	ADV
crln-9107	102	26	;	;	PUNCT
crln-9107	102	27	therefore	therefore	ADV
crln-9107	102	28	,	,	PUNCT
crln-9107	102	29	it	it	PRON
crln-9107	102	30	is	be	AUX
crln-9107	102	31	subject	subject	ADJ
crln-9107	102	32	to	to	ADP
crln-9107	102	33	omissions	omission	NOUN
crln-9107	102	34	.	.	PUNCT
crln-9107	103	1	the	the	DET
crln-9107	103	2	latter	latter	ADJ
crln-9107	103	3	number	number	NOUN
crln-9107	103	4	(	(	PUNCT
crln-9107	103	5	n=1050	n=1050	PROPN
crln-9107	103	6	)	)	PUNCT
crln-9107	103	7	is	be	AUX
crln-9107	103	8	recorded	record	VERB
crln-9107	103	9	automatically	automatically	ADV
crln-9107	103	10	by	by	ADP
crln-9107	103	11	the	the	DET
crln-9107	103	12	software	software	NOUN
crln-9107	103	13	.	.	PUNCT