id	sid	tid	token	lemma	pos
eblip-1487	1	1	microsoft	microsoft	PROPN
eblip-1487	1	2	word	word	PROPN
eblip-1487	1	3	es	es	ADP
eblip-1487	1	4	1487_mckenna_final	1487_mckenna_final	NUM
eblip-1487	1	5	evidence	evidence	NOUN
eblip-1487	1	6	based	base	VERB
eblip-1487	1	7	library	library	NOUN
eblip-1487	1	8	and	and	CCONJ
eblip-1487	1	9	information	information	NOUN
eblip-1487	1	10	practice	practice	NOUN
eblip-1487	1	11	2008	2008	NUM
eblip-1487	1	12	,	,	PUNCT
eblip-1487	1	13	3:2	3:2	NUM
eblip-1487	1	14	32	32	NUM
eblip-1487	1	15	evidence	evidence	NOUN
eblip-1487	1	16	based	base	VERB
eblip-1487	1	17	library	library	NOUN
eblip-1487	1	18	and	and	CCONJ
eblip-1487	1	19	information	information	NOUN
eblip-1487	1	20	practice	practice	NOUN
eblip-1487	1	21	evidence	evidence	NOUN
eblip-1487	1	22	summary	summary	NOUN
eblip-1487	1	23	best	good	ADJ
eblip-1487	1	24	reference	reference	NOUN
eblip-1487	1	25	practices	practice	NOUN
eblip-1487	1	26	are	be	AUX
eblip-1487	1	27	not	not	PART
eblip-1487	1	28	observed	observe	VERB
eblip-1487	1	29	in	in	ADP
eblip-1487	1	30	telephone	telephone	NOUN
eblip-1487	1	31	ready	ready	ADJ
eblip-1487	1	32	reference	reference	NOUN
eblip-1487	1	33	services	service	VERB
eblip-1487	1	34	a	a	DET
eblip-1487	1	35	review	review	NOUN
eblip-1487	1	36	of	of	ADP
eblip-1487	1	37	:	:	PUNCT
eblip-1487	1	38	agosto	agosto	PROPN
eblip-1487	1	39	,	,	PUNCT
eblip-1487	1	40	denise	denise	PROPN
eblip-1487	1	41	a.	a.	PROPN
eblip-1487	1	42	and	and	CCONJ
eblip-1487	1	43	holly	holly	PROPN
eblip-1487	1	44	anderton	anderton	PROPN
eblip-1487	1	45	.	.	PUNCT
eblip-1487	2	1	“	"	PUNCT
eblip-1487	2	2	whatever	whatever	PRON
eblip-1487	2	3	happened	happen	VERB
eblip-1487	2	4	to	to	PART
eblip-1487	2	5	‘	'	PUNCT
eblip-1487	2	6	always	always	ADV
eblip-1487	2	7	cite	cite	VERB
eblip-1487	2	8	the	the	DET
eblip-1487	2	9	source	source	NOUN
eblip-1487	2	10	?	?	PUNCT
eblip-1487	2	11	’	'	PUNCT
eblip-1487	2	12	”	"	PUNCT
eblip-1487	2	13	reference	reference	NOUN
eblip-1487	2	14	&	&	CCONJ
eblip-1487	2	15	user	user	PROPN
eblip-1487	2	16	services	service	NOUN
eblip-1487	2	17	quarterly	quarterly	ADV
eblip-1487	2	18	47.1	47.1	NUM
eblip-1487	2	19	(	(	PUNCT
eblip-1487	2	20	2007	2007	NUM
eblip-1487	2	21	):	):	PUNCT
eblip-1487	2	22	44	44	NUM
eblip-1487	2	23	-	-	SYM
eblip-1487	2	24	54	54	NUM
eblip-1487	2	25	.	.	PUNCT
eblip-1487	2	26	reviewed	review	VERB
eblip-1487	2	27	by	by	ADP
eblip-1487	2	28	:	:	PUNCT
eblip-1487	2	29	julie	julie	PROPN
eblip-1487	2	30	mckenna	mckenna	PROPN
eblip-1487	2	31	deputy	deputy	PROPN
eblip-1487	2	32	library	library	PROPN
eblip-1487	2	33	director	director	NOUN
eblip-1487	2	34	,	,	PUNCT
eblip-1487	2	35	regina	regina	PROPN
eblip-1487	2	36	public	public	PROPN
eblip-1487	2	37	library	library	PROPN
eblip-1487	2	38	regina	regina	PROPN
eblip-1487	2	39	,	,	PUNCT
eblip-1487	2	40	saskatchewan	saskatchewan	PROPN
eblip-1487	2	41	,	,	PUNCT
eblip-1487	2	42	canada	canada	PROPN
eblip-1487	2	43	e	e	PROPN
eblip-1487	2	44	-	-	NOUN
eblip-1487	2	45	mail	mail	NOUN
eblip-1487	2	46	:	:	PUNCT
eblip-1487	2	47	jmckenna@reginalibrary.ca	jmckenna@reginalibrary.ca	NOUN
eblip-1487	2	48	received	receive	VERB
eblip-1487	2	49	:	:	PUNCT
eblip-1487	2	50	03	03	NUM
eblip-1487	2	51	march	march	NOUN
eblip-1487	2	52	2008	2008	NUM
eblip-1487	2	53	accepted	accept	VERB
eblip-1487	2	54	:	:	PUNCT
eblip-1487	2	55	06	06	NUM
eblip-1487	2	56	april	april	PROPN
eblip-1487	2	57	2008	2008	NUM
eblip-1487	3	1	©	©	PROPN
eblip-1487	3	2	2008	2008	NUM
eblip-1487	3	3	mckenna	mckenna	NOUN
eblip-1487	3	4	.	.	PUNCT
eblip-1487	4	1	this	this	PRON
eblip-1487	4	2	is	be	AUX
eblip-1487	4	3	an	an	DET
eblip-1487	4	4	open	open	ADJ
eblip-1487	4	5	access	access	NOUN
eblip-1487	4	6	article	article	NOUN
eblip-1487	4	7	distributed	distribute	VERB
eblip-1487	4	8	under	under	ADP
eblip-1487	4	9	the	the	DET
eblip-1487	4	10	terms	term	NOUN
eblip-1487	4	11	of	of	ADP
eblip-1487	4	12	the	the	DET
eblip-1487	4	13	creative	creative	ADJ
eblip-1487	4	14	commons	common	NOUN
eblip-1487	4	15	attribution	attribution	NOUN
eblip-1487	4	16	license	license	NOUN
eblip-1487	4	17	(	(	PUNCT
eblip-1487	4	18	http://creativecommons.org/licenses/by/2.0	http://creativecommons.org/licenses/by/2.0	PROPN
eblip-1487	4	19	)	)	PUNCT
eblip-1487	4	20	,	,	PUNCT
eblip-1487	4	21	which	which	PRON
eblip-1487	4	22	permits	permit	VERB
eblip-1487	4	23	unrestricted	unrestricted	ADJ
eblip-1487	4	24	use	use	NOUN
eblip-1487	4	25	,	,	PUNCT
eblip-1487	4	26	distribution	distribution	NOUN
eblip-1487	4	27	,	,	PUNCT
eblip-1487	4	28	and	and	CCONJ
eblip-1487	4	29	reproduction	reproduction	NOUN
eblip-1487	4	30	in	in	ADP
eblip-1487	4	31	any	any	DET
eblip-1487	4	32	medium	medium	NOUN
eblip-1487	4	33	,	,	PUNCT
eblip-1487	4	34	provided	provide	VERB
eblip-1487	4	35	the	the	DET
eblip-1487	4	36	original	original	ADJ
eblip-1487	4	37	work	work	NOUN
eblip-1487	4	38	is	be	AUX
eblip-1487	4	39	properly	properly	ADV
eblip-1487	4	40	cited	cite	VERB
eblip-1487	4	41	.	.	PUNCT
eblip-1487	5	1	abstract	abstract	ADJ
eblip-1487	5	2	objective	objective	NOUN
eblip-1487	5	3	–	–	PUNCT
eblip-1487	5	4	to	to	PART
eblip-1487	5	5	study	study	VERB
eblip-1487	5	6	source	source	NOUN
eblip-1487	5	7	citing	cite	VERB
eblip-1487	5	8	practice	practice	NOUN
eblip-1487	5	9	in	in	ADP
eblip-1487	5	10	telephone	telephone	NOUN
eblip-1487	5	11	reference	reference	NOUN
eblip-1487	5	12	service	service	NOUN
eblip-1487	5	13	in	in	ADP
eblip-1487	5	14	large	large	ADJ
eblip-1487	5	15	public	public	ADJ
eblip-1487	5	16	libraries	library	NOUN
eblip-1487	5	17	in	in	ADP
eblip-1487	5	18	the	the	DET
eblip-1487	5	19	united	united	PROPN
eblip-1487	5	20	states	states	PROPN
eblip-1487	5	21	and	and	CCONJ
eblip-1487	5	22	canada	canada	PROPN
eblip-1487	5	23	.	.	PUNCT
eblip-1487	6	1	design	design	NOUN
eblip-1487	6	2	–	–	PUNCT
eblip-1487	6	3	field	field	NOUN
eblip-1487	6	4	simulation	simulation	NOUN
eblip-1487	6	5	(	(	PUNCT
eblip-1487	6	6	unobtrusive	unobtrusive	ADJ
eblip-1487	6	7	testing	testing	NOUN
eblip-1487	6	8	)	)	PUNCT
eblip-1487	6	9	.	.	PUNCT
eblip-1487	7	1	setting	set	VERB
eblip-1487	7	2	–	–	PUNCT
eblip-1487	7	3	large	large	ADJ
eblip-1487	7	4	public	public	ADJ
eblip-1487	7	5	libraries	library	NOUN
eblip-1487	7	6	in	in	ADP
eblip-1487	7	7	the	the	DET
eblip-1487	7	8	united	united	PROPN
eblip-1487	7	9	states	states	PROPN
eblip-1487	7	10	and	and	CCONJ
eblip-1487	7	11	canada	canada	PROPN
eblip-1487	7	12	.	.	PUNCT
eblip-1487	8	1	subjects	subject	NOUN
eblip-1487	8	2	–	–	PUNCT
eblip-1487	8	3	telephone	telephone	NOUN
eblip-1487	8	4	reference	reference	NOUN
eblip-1487	8	5	staff	staff	NOUN
eblip-1487	8	6	of	of	ADP
eblip-1487	8	7	the	the	DET
eblip-1487	8	8	25	25	NUM
eblip-1487	8	9	largest	large	ADJ
eblip-1487	8	10	public	public	ADJ
eblip-1487	8	11	libraries	library	NOUN
eblip-1487	8	12	in	in	ADP
eblip-1487	8	13	the	the	DET
eblip-1487	8	14	united	united	PROPN
eblip-1487	8	15	states	states	PROPN
eblip-1487	8	16	and	and	CCONJ
eblip-1487	8	17	canada	canada	PROPN
eblip-1487	8	18	.	.	PUNCT
eblip-1487	9	1	methods	method	NOUN
eblip-1487	9	2	–	–	PUNCT
eblip-1487	9	3	the	the	DET
eblip-1487	9	4	2005	2005	NUM
eblip-1487	9	5	world	world	NOUN
eblip-1487	9	6	book	book	NOUN
eblip-1487	9	7	almanac	almanac	NOUN
eblip-1487	9	8	was	be	AUX
eblip-1487	9	9	used	use	VERB
eblip-1487	9	10	to	to	PART
eblip-1487	9	11	select	select	VERB
eblip-1487	9	12	the	the	DET
eblip-1487	9	13	25	25	NUM
eblip-1487	9	14	largest	large	ADJ
eblip-1487	9	15	(	(	PUNCT
eblip-1487	9	16	in	in	ADP
eblip-1487	9	17	terms	term	NOUN
eblip-1487	9	18	of	of	ADP
eblip-1487	9	19	population	population	NOUN
eblip-1487	9	20	served	serve	VERB
eblip-1487	9	21	)	)	PUNCT
eblip-1487	9	22	public	public	ADJ
eblip-1487	9	23	libraries	library	NOUN
eblip-1487	9	24	in	in	ADP
eblip-1487	9	25	canada	canada	PROPN
eblip-1487	9	26	and	and	CCONJ
eblip-1487	9	27	the	the	DET
eblip-1487	9	28	united	united	PROPN
eblip-1487	9	29	states	states	PROPN
eblip-1487	9	30	.	.	PUNCT
eblip-1487	10	1	each	each	DET
eblip-1487	10	2	system	system	NOUN
eblip-1487	10	3	’s	’s	PART
eblip-1487	10	4	web	web	NOUN
eblip-1487	10	5	site	site	NOUN
eblip-1487	10	6	was	be	AUX
eblip-1487	10	7	checked	check	VERB
eblip-1487	10	8	to	to	PART
eblip-1487	10	9	locate	locate	VERB
eblip-1487	10	10	the	the	DET
eblip-1487	10	11	telephone	telephone	NOUN
eblip-1487	10	12	number	number	NOUN
eblip-1487	10	13	for	for	ADP
eblip-1487	10	14	reference	reference	NOUN
eblip-1487	10	15	service	service	NOUN
eblip-1487	10	16	.	.	PUNCT
eblip-1487	11	1	for	for	ADP
eblip-1487	11	2	some	some	DET
eblip-1487	11	3	systems	system	NOUN
eblip-1487	11	4	it	it	PRON
eblip-1487	11	5	was	be	AUX
eblip-1487	11	6	necessary	necessary	ADJ
eblip-1487	11	7	to	to	PART
eblip-1487	11	8	call	call	VERB
eblip-1487	11	9	the	the	DET
eblip-1487	11	10	general	general	ADJ
eblip-1487	11	11	telephone	telephone	NOUN
eblip-1487	11	12	number	number	NOUN
eblip-1487	11	13	for	for	ADP
eblip-1487	11	14	the	the	DET
eblip-1487	11	15	main	main	ADJ
eblip-1487	11	16	library	library	NOUN
eblip-1487	11	17	or	or	CCONJ
eblip-1487	11	18	the	the	DET
eblip-1487	11	19	first	first	ADJ
eblip-1487	11	20	branch	branch	NOUN
eblip-1487	11	21	listed	list	VERB
eblip-1487	11	22	on	on	ADP
eblip-1487	11	23	the	the	DET
eblip-1487	11	24	web	web	NOUN
eblip-1487	11	25	site	site	NOUN
eblip-1487	11	26	.	.	PUNCT
eblip-1487	12	1	five	five	NUM
eblip-1487	12	2	ready	ready	ADJ
eblip-1487	12	3	reference	reference	NOUN
eblip-1487	12	4	test	test	NOUN
eblip-1487	12	5	questions	question	NOUN
eblip-1487	12	6	were	be	AUX
eblip-1487	12	7	developed	develop	VERB
eblip-1487	12	8	from	from	ADP
eblip-1487	12	9	a	a	DET
eblip-1487	12	10	list	list	NOUN
eblip-1487	12	11	of	of	ADP
eblip-1487	12	12	questions	question	NOUN
eblip-1487	12	13	that	that	PRON
eblip-1487	12	14	students	student	NOUN
eblip-1487	12	15	in	in	ADP
eblip-1487	12	16	a	a	DET
eblip-1487	12	17	graduate	graduate	NOUN
eblip-1487	12	18	library	library	NOUN
eblip-1487	12	19	and	and	CCONJ
eblip-1487	12	20	information	information	NOUN
eblip-1487	12	21	science	science	NOUN
eblip-1487	12	22	course	course	NOUN
eblip-1487	12	23	had	have	AUX
eblip-1487	12	24	previously	previously	ADV
eblip-1487	12	25	asked	ask	VERB
eblip-1487	12	26	of	of	ADP
eblip-1487	12	27	public	public	ADJ
eblip-1487	12	28	library	library	NOUN
eblip-1487	12	29	telephone	telephone	NOUN
eblip-1487	12	30	reference	reference	NOUN
eblip-1487	12	31	services	service	NOUN
eblip-1487	12	32	.	.	PUNCT
eblip-1487	13	1	the	the	DET
eblip-1487	13	2	selected	select	VERB
eblip-1487	13	3	questions	question	NOUN
eblip-1487	13	4	in	in	ADP
eblip-1487	13	5	the	the	DET
eblip-1487	13	6	order	order	NOUN
eblip-1487	13	7	that	that	SCONJ
eblip-1487	13	8	they	they	PRON
eblip-1487	13	9	were	be	AUX
eblip-1487	13	10	asked	ask	VERB
eblip-1487	13	11	were	be	AUX
eblip-1487	13	12	:	:	PUNCT
eblip-1487	13	13	1	1	X
eblip-1487	13	14	.	.	PUNCT
eblip-1487	13	15	can	can	AUX
eblip-1487	13	16	you	you	PRON
eblip-1487	13	17	tell	tell	VERB
eblip-1487	13	18	me	i	PRON
eblip-1487	13	19	when	when	SCONJ
eblip-1487	13	20	valentine	valentine	PROPN
eblip-1487	13	21	’s	’s	PART
eblip-1487	13	22	day	day	NOUN
eblip-1487	13	23	is	be	AUX
eblip-1487	13	24	?	?	PUNCT
eblip-1487	14	1	2	2	X
eblip-1487	14	2	.	.	X
eblip-1487	14	3	who	who	PRON
eblip-1487	14	4	is	be	AUX
eblip-1487	14	5	the	the	DET
eblip-1487	14	6	current	current	ADJ
eblip-1487	14	7	governor	governor	NOUN
eblip-1487	14	8	/	/	SYM
eblip-1487	14	9	premier	premier	NOUN
eblip-1487	14	10	(	(	PUNCT
eblip-1487	14	11	of	of	ADP
eblip-1487	14	12	the	the	DET
eblip-1487	14	13	state	state	NOUN
eblip-1487	14	14	/	/	SYM
eblip-1487	14	15	province	province	NOUN
eblip-1487	14	16	where	where	SCONJ
eblip-1487	14	17	the	the	DET
eblip-1487	14	18	library	library	NOUN
eblip-1487	14	19	is	be	AUX
eblip-1487	14	20	located	locate	VERB
eblip-1487	14	21	)	)	PUNCT
eblip-1487	14	22	?	?	PUNCT
eblip-1487	15	1	3	3	X
eblip-1487	15	2	.	.	X
eblip-1487	15	3	what	what	PRON
eblip-1487	15	4	is	be	AUX
eblip-1487	15	5	the	the	DET
eblip-1487	15	6	population	population	NOUN
eblip-1487	15	7	of	of	ADP
eblip-1487	15	8	montana	montana	PROPN
eblip-1487	15	9	?	?	PUNCT
eblip-1487	16	1	33	33	NUM
eblip-1487	16	2	4	4	NUM
eblip-1487	16	3	.	.	PUNCT
eblip-1487	17	1	in	in	ADP
eblip-1487	17	2	which	which	PRON
eblip-1487	17	3	state	state	NOUN
eblip-1487	17	4	is	be	AUX
eblip-1487	17	5	the	the	DET
eblip-1487	17	6	southern	southern	ADJ
eblip-1487	17	7	poverty	poverty	NOUN
eblip-1487	17	8	law	law	NOUN
eblip-1487	17	9	center	center	NOUN
eblip-1487	17	10	(	(	PUNCT
eblip-1487	17	11	splc	splc	NOUN
eblip-1487	17	12	)	)	PUNCT
eblip-1487	17	13	located	locate	VERB
eblip-1487	17	14	?	?	PUNCT
eblip-1487	18	1	5	5	X
eblip-1487	18	2	.	.	X
eblip-1487	19	1	what	what	PRON
eblip-1487	19	2	is	be	AUX
eblip-1487	19	3	the	the	DET
eblip-1487	19	4	french	french	ADJ
eblip-1487	19	5	word	word	NOUN
eblip-1487	19	6	for	for	ADP
eblip-1487	19	7	“	"	PUNCT
eblip-1487	19	8	chiropractor	chiropractor	NOUN
eblip-1487	19	9	”	"	PUNCT
eblip-1487	19	10	?	?	PUNCT
eblip-1487	20	1	the	the	DET
eblip-1487	20	2	authors	author	NOUN
eblip-1487	20	3	called	call	VERB
eblip-1487	20	4	each	each	PRON
eblip-1487	20	5	of	of	ADP
eblip-1487	20	6	the	the	DET
eblip-1487	20	7	25	25	NUM
eblip-1487	20	8	libraries	library	NOUN
eblip-1487	20	9	during	during	ADP
eblip-1487	20	10	five	five	NUM
eblip-1487	20	11	consecutive	consecutive	ADJ
eblip-1487	20	12	weeks	week	NOUN
eblip-1487	20	13	at	at	ADP
eblip-1487	20	14	different	different	ADJ
eblip-1487	20	15	times	time	NOUN
eblip-1487	20	16	of	of	ADP
eblip-1487	20	17	the	the	DET
eblip-1487	20	18	business	business	NOUN
eblip-1487	20	19	day	day	NOUN
eblip-1487	20	20	.	.	PUNCT
eblip-1487	21	1	each	each	DET
eblip-1487	21	2	week	week	NOUN
eblip-1487	21	3	,	,	PUNCT
eblip-1487	21	4	one	one	NUM
eblip-1487	21	5	question	question	NOUN
eblip-1487	21	6	was	be	AUX
eblip-1487	21	7	asked	ask	VERB
eblip-1487	21	8	;	;	PUNCT
eblip-1487	21	9	once	once	SCONJ
eblip-1487	21	10	an	an	DET
eblip-1487	21	11	answer	answer	NOUN
eblip-1487	21	12	was	be	AUX
eblip-1487	21	13	received	receive	VERB
eblip-1487	21	14	,	,	PUNCT
eblip-1487	21	15	no	no	DET
eblip-1487	21	16	clarification	clarification	NOUN
eblip-1487	21	17	was	be	AUX
eblip-1487	21	18	requested	request	VERB
eblip-1487	21	19	and	and	CCONJ
eblip-1487	21	20	the	the	DET
eblip-1487	21	21	call	call	NOUN
eblip-1487	21	22	was	be	AUX
eblip-1487	21	23	ended	end	VERB
eblip-1487	21	24	.	.	PUNCT
eblip-1487	22	1	the	the	DET
eblip-1487	22	2	study	study	NOUN
eblip-1487	22	3	reports	report	VERB
eblip-1487	22	4	the	the	DET
eblip-1487	22	5	results	result	NOUN
eblip-1487	22	6	of	of	ADP
eblip-1487	22	7	125	125	NUM
eblip-1487	22	8	reference	reference	NOUN
eblip-1487	22	9	transactions	transaction	NOUN
eblip-1487	22	10	.	.	PUNCT
eblip-1487	23	1	for	for	ADP
eblip-1487	23	2	this	this	DET
eblip-1487	23	3	study	study	NOUN
eblip-1487	23	4	,	,	PUNCT
eblip-1487	23	5	the	the	DET
eblip-1487	23	6	following	follow	VERB
eblip-1487	23	7	definitions	definition	NOUN
eblip-1487	23	8	were	be	AUX
eblip-1487	23	9	used	use	VERB
eblip-1487	23	10	to	to	PART
eblip-1487	23	11	assess	assess	VERB
eblip-1487	23	12	complete	complete	ADJ
eblip-1487	23	13	citation	citation	NOUN
eblip-1487	23	14	for	for	ADP
eblip-1487	23	15	each	each	DET
eblip-1487	23	16	type	type	NOUN
eblip-1487	23	17	of	of	ADP
eblip-1487	23	18	information	information	NOUN
eblip-1487	23	19	resource	resource	NOUN
eblip-1487	23	20	:	:	PUNCT
eblip-1487	23	21	•	•	NOUN
eblip-1487	23	22	for	for	ADP
eblip-1487	23	23	a	a	DET
eblip-1487	23	24	web	web	NOUN
eblip-1487	23	25	site	site	NOUN
eblip-1487	23	26	–	–	PUNCT
eblip-1487	23	27	the	the	DET
eblip-1487	23	28	complete	complete	ADJ
eblip-1487	23	29	url	url	X
eblip-1487	23	30	(	(	PUNCT
eblip-1487	23	31	title	title	NOUN
eblip-1487	23	32	and	and	CCONJ
eblip-1487	23	33	sponsor	sponsor	NOUN
eblip-1487	23	34	of	of	ADP
eblip-1487	23	35	the	the	DET
eblip-1487	23	36	site	site	NOUN
eblip-1487	23	37	not	not	PART
eblip-1487	23	38	required	require	VERB
eblip-1487	23	39	)	)	PUNCT
eblip-1487	23	40	.	.	PUNCT
eblip-1487	24	1	•	•	NOUN
eblip-1487	24	2	for	for	ADP
eblip-1487	24	3	a	a	DET
eblip-1487	24	4	digital	digital	ADJ
eblip-1487	24	5	database	database	NOUN
eblip-1487	24	6	–	–	PUNCT
eblip-1487	24	7	the	the	DET
eblip-1487	24	8	database	database	NOUN
eblip-1487	24	9	title	title	NOUN
eblip-1487	24	10	and	and	CCONJ
eblip-1487	24	11	the	the	DET
eblip-1487	24	12	title	title	NOUN
eblip-1487	24	13	and	and	CCONJ
eblip-1487	24	14	year	year	NOUN
eblip-1487	24	15	of	of	ADP
eblip-1487	24	16	the	the	DET
eblip-1487	24	17	specific	specific	ADJ
eblip-1487	24	18	item	item	NOUN
eblip-1487	24	19	(	(	PUNCT
eblip-1487	24	20	author	author	NOUN
eblip-1487	24	21	,	,	PUNCT
eblip-1487	24	22	publisher	publisher	NOUN
eblip-1487	24	23	,	,	PUNCT
eblip-1487	24	24	page	page	NOUN
eblip-1487	24	25	number	number	NOUN
eblip-1487	24	26	not	not	PART
eblip-1487	24	27	required	require	VERB
eblip-1487	24	28	)	)	PUNCT
eblip-1487	24	29	.	.	PUNCT
eblip-1487	25	1	•	•	NOUN
eblip-1487	25	2	for	for	ADP
eblip-1487	25	3	a	a	DET
eblip-1487	25	4	print	print	NOUN
eblip-1487	25	5	resource	resource	NOUN
eblip-1487	25	6	–	–	PUNCT
eblip-1487	25	7	the	the	DET
eblip-1487	25	8	title	title	NOUN
eblip-1487	25	9	and	and	CCONJ
eblip-1487	25	10	year	year	NOUN
eblip-1487	25	11	(	(	PUNCT
eblip-1487	25	12	author	author	NOUN
eblip-1487	25	13	,	,	PUNCT
eblip-1487	25	14	edition	edition	NOUN
eblip-1487	25	15	,	,	PUNCT
eblip-1487	25	16	page	page	NOUN
eblip-1487	25	17	number	number	NOUN
eblip-1487	25	18	,	,	PUNCT
eblip-1487	25	19	publisher	publisher	NOUN
eblip-1487	25	20	and	and	CCONJ
eblip-1487	25	21	place	place	NOUN
eblip-1487	25	22	of	of	ADP
eblip-1487	25	23	publication	publication	NOUN
eblip-1487	25	24	not	not	PART
eblip-1487	25	25	required	require	VERB
eblip-1487	25	26	)	)	PUNCT
eblip-1487	25	27	.	.	PUNCT
eblip-1487	26	1	each	each	DET
eblip-1487	26	2	reference	reference	NOUN
eblip-1487	26	3	transaction	transaction	NOUN
eblip-1487	26	4	was	be	AUX
eblip-1487	26	5	noted	note	VERB
eblip-1487	26	6	to	to	PART
eblip-1487	26	7	record	record	VERB
eblip-1487	26	8	whether	whether	SCONJ
eblip-1487	26	9	the	the	DET
eblip-1487	26	10	answer	answer	NOUN
eblip-1487	26	11	was	be	AUX
eblip-1487	26	12	correct	correct	ADJ
eblip-1487	26	13	and	and	CCONJ
eblip-1487	26	14	to	to	PART
eblip-1487	26	15	define	define	VERB
eblip-1487	26	16	the	the	DET
eblip-1487	26	17	nature	nature	NOUN
eblip-1487	26	18	of	of	ADP
eblip-1487	26	19	source	source	NOUN
eblip-1487	26	20	citing	cite	VERB
eblip-1487	26	21	that	that	PRON
eblip-1487	26	22	occurred	occur	VERB
eblip-1487	26	23	.	.	PUNCT
eblip-1487	27	1	other	other	ADJ
eblip-1487	27	2	notes	note	NOUN
eblip-1487	27	3	were	be	AUX
eblip-1487	27	4	kept	keep	VERB
eblip-1487	27	5	to	to	PART
eblip-1487	27	6	describe	describe	VERB
eblip-1487	27	7	other	other	ADJ
eblip-1487	27	8	respondent	respondent	NOUN
eblip-1487	27	9	behaviors	behavior	NOUN
eblip-1487	27	10	and	and	CCONJ
eblip-1487	27	11	attitudes	attitude	NOUN
eblip-1487	27	12	demonstrated	demonstrate	VERB
eblip-1487	27	13	during	during	ADP
eblip-1487	27	14	the	the	DET
eblip-1487	27	15	transaction	transaction	NOUN
eblip-1487	27	16	.	.	PUNCT
eblip-1487	28	1	main	main	ADJ
eblip-1487	28	2	results	result	NOUN
eblip-1487	28	3	–	–	PUNCT
eblip-1487	28	4	93.6	93.6	NUM
eblip-1487	28	5	%	%	NOUN
eblip-1487	28	6	of	of	ADP
eblip-1487	28	7	the	the	DET
eblip-1487	28	8	answers	answer	NOUN
eblip-1487	28	9	to	to	ADP
eblip-1487	28	10	the	the	DET
eblip-1487	28	11	125	125	NUM
eblip-1487	28	12	reference	reference	NOUN
eblip-1487	28	13	questions	question	NOUN
eblip-1487	28	14	were	be	AUX
eblip-1487	28	15	correct	correct	ADJ
eblip-1487	28	16	.	.	PUNCT
eblip-1487	29	1	complete	complete	ADJ
eblip-1487	29	2	citations	citation	NOUN
eblip-1487	29	3	were	be	AUX
eblip-1487	29	4	provided	provide	VERB
eblip-1487	29	5	seven	seven	NUM
eblip-1487	29	6	times	time	NOUN
eblip-1487	29	7	(	(	PUNCT
eblip-1487	29	8	5.6	5.6	NUM
eblip-1487	29	9	%	%	NOUN
eblip-1487	29	10	)	)	PUNCT
eblip-1487	29	11	and	and	CCONJ
eblip-1487	29	12	partial	partial	ADJ
eblip-1487	29	13	citations	citation	NOUN
eblip-1487	29	14	were	be	AUX
eblip-1487	29	15	provided	provide	VERB
eblip-1487	29	16	an	an	DET
eblip-1487	29	17	additional	additional	ADJ
eblip-1487	29	18	thirty	thirty	NUM
eblip-1487	29	19	-	-	PUNCT
eblip-1487	29	20	one	one	NUM
eblip-1487	29	21	times	time	NOUN
eblip-1487	29	22	(	(	PUNCT
eblip-1487	29	23	24.8	24.8	NUM
eblip-1487	29	24	%	%	NOUN
eblip-1487	29	25	)	)	PUNCT
eblip-1487	29	26	.	.	PUNCT
eblip-1487	30	1	in	in	ADP
eblip-1487	30	2	68	68	NUM
eblip-1487	30	3	%	%	NOUN
eblip-1487	30	4	of	of	ADP
eblip-1487	30	5	the	the	DET
eblip-1487	30	6	125	125	NUM
eblip-1487	30	7	transactions	transaction	NOUN
eblip-1487	30	8	,	,	PUNCT
eblip-1487	30	9	no	no	DET
eblip-1487	30	10	source	source	NOUN
eblip-1487	30	11	citation	citation	NOUN
eblip-1487	30	12	information	information	NOUN
eblip-1487	30	13	was	be	AUX
eblip-1487	30	14	provided	provide	VERB
eblip-1487	30	15	.	.	PUNCT
eblip-1487	31	1	there	there	PRON
eblip-1487	31	2	was	be	VERB
eblip-1487	31	3	a	a	DET
eblip-1487	31	4	corresponding	corresponding	ADJ
eblip-1487	31	5	relationship	relationship	NOUN
eblip-1487	31	6	between	between	ADP
eblip-1487	31	7	the	the	DET
eblip-1487	31	8	difficulty	difficulty	NOUN
eblip-1487	31	9	of	of	ADP
eblip-1487	31	10	the	the	DET
eblip-1487	31	11	reference	reference	NOUN
eblip-1487	31	12	question	question	NOUN
eblip-1487	31	13	and	and	CCONJ
eblip-1487	31	14	the	the	DET
eblip-1487	31	15	respondent	respondent	NOUN
eblip-1487	31	16	’s	’s	PART
eblip-1487	31	17	provision	provision	NOUN
eblip-1487	31	18	of	of	ADP
eblip-1487	31	19	any	any	DET
eblip-1487	31	20	citation	citation	NOUN
eblip-1487	31	21	source	source	NOUN
eblip-1487	31	22	(	(	PUNCT
eblip-1487	31	23	either	either	CCONJ
eblip-1487	31	24	a	a	DET
eblip-1487	31	25	complete	complete	ADJ
eblip-1487	31	26	or	or	CCONJ
eblip-1487	31	27	incomplete	incomplete	ADJ
eblip-1487	31	28	citation	citation	NOUN
eblip-1487	31	29	source	source	NOUN
eblip-1487	31	30	)	)	PUNCT
eblip-1487	31	31	.	.	PUNCT
eblip-1487	32	1	sources	source	NOUN
eblip-1487	32	2	were	be	AUX
eblip-1487	32	3	generally	generally	ADV
eblip-1487	32	4	not	not	PART
eblip-1487	32	5	provided	provide	VERB
eblip-1487	32	6	for	for	ADP
eblip-1487	32	7	simple	simple	ADJ
eblip-1487	32	8	questions	question	NOUN
eblip-1487	32	9	even	even	ADV
eblip-1487	32	10	though	though	SCONJ
eblip-1487	32	11	the	the	DET
eblip-1487	32	12	practice	practice	NOUN
eblip-1487	32	13	of	of	ADP
eblip-1487	32	14	citing	cite	VERB
eblip-1487	32	15	is	be	AUX
eblip-1487	32	16	expected	expect	VERB
eblip-1487	32	17	for	for	ADP
eblip-1487	32	18	all	all	DET
eblip-1487	32	19	levels	level	NOUN
eblip-1487	32	20	of	of	ADP
eblip-1487	32	21	questions	question	NOUN
eblip-1487	32	22	.	.	PUNCT
eblip-1487	33	1	the	the	DET
eblip-1487	33	2	practice	practice	NOUN
eblip-1487	33	3	of	of	ADP
eblip-1487	33	4	citing	cite	VERB
eblip-1487	33	5	in	in	ADP
eblip-1487	33	6	order	order	NOUN
eblip-1487	33	7	to	to	PART
eblip-1487	33	8	reveal	reveal	VERB
eblip-1487	33	9	the	the	DET
eblip-1487	33	10	path	path	NOUN
eblip-1487	33	11	to	to	ADP
eblip-1487	33	12	the	the	DET
eblip-1487	33	13	answer	answer	NOUN
eblip-1487	33	14	so	so	SCONJ
eblip-1487	33	15	that	that	SCONJ
eblip-1487	33	16	the	the	DET
eblip-1487	33	17	user	user	NOUN
eblip-1487	33	18	may	may	AUX
eblip-1487	33	19	become	become	VERB
eblip-1487	33	20	independent	independent	ADJ
eblip-1487	33	21	in	in	ADP
eblip-1487	33	22	the	the	DET
eblip-1487	33	23	future	future	NOUN
eblip-1487	33	24	was	be	AUX
eblip-1487	33	25	not	not	PART
eblip-1487	33	26	observed	observe	VERB
eblip-1487	33	27	.	.	PUNCT
eblip-1487	34	1	in	in	ADP
eblip-1487	34	2	addition	addition	NOUN
eblip-1487	34	3	,	,	PUNCT
eblip-1487	34	4	five	five	NUM
eblip-1487	34	5	“	"	PUNCT
eblip-1487	34	6	negative	negative	ADJ
eblip-1487	34	7	closure	closure	NOUN
eblip-1487	34	8	”	"	PUNCT
eblip-1487	34	9	techniques	technique	NOUN
eblip-1487	34	10	were	be	AUX
eblip-1487	34	11	employed	employ	VERB
eblip-1487	34	12	by	by	ADP
eblip-1487	34	13	respondents	respondent	NOUN
eblip-1487	34	14	.	.	PUNCT
eblip-1487	35	1	these	these	PRON
eblip-1487	35	2	included	include	VERB
eblip-1487	35	3	unmonitored	unmonitored	ADJ
eblip-1487	35	4	referral	referral	NOUN
eblip-1487	35	5	;	;	PUNCT
eblip-1487	35	6	immediate	immediate	ADJ
eblip-1487	35	7	referral	referral	NOUN
eblip-1487	35	8	away	away	ADV
eblip-1487	35	9	from	from	ADP
eblip-1487	35	10	the	the	DET
eblip-1487	35	11	service	service	NOUN
eblip-1487	35	12	;	;	PUNCT
eblip-1487	35	13	articulating	articulate	VERB
eblip-1487	35	14	that	that	SCONJ
eblip-1487	35	15	the	the	DET
eblip-1487	35	16	encounter	encounter	NOUN
eblip-1487	35	17	would	would	AUX
eblip-1487	35	18	not	not	PART
eblip-1487	35	19	be	be	AUX
eblip-1487	35	20	successful	successful	ADJ
eblip-1487	35	21	at	at	ADP
eblip-1487	35	22	the	the	DET
eblip-1487	35	23	start	start	NOUN
eblip-1487	35	24	;	;	PUNCT
eblip-1487	35	25	shutting	shut	VERB
eblip-1487	35	26	down	down	ADP
eblip-1487	35	27	the	the	DET
eblip-1487	35	28	transaction	transaction	NOUN
eblip-1487	35	29	either	either	CCONJ
eblip-1487	35	30	by	by	ADP
eblip-1487	35	31	tone	tone	NOUN
eblip-1487	35	32	of	of	ADP
eblip-1487	35	33	voice	voice	NOUN
eblip-1487	35	34	or	or	CCONJ
eblip-1487	35	35	by	by	ADP
eblip-1487	35	36	use	use	NOUN
eblip-1487	35	37	of	of	ADP
eblip-1487	35	38	phrase	phrase	NOUN
eblip-1487	35	39	that	that	PRON
eblip-1487	35	40	precluded	preclude	VERB
eblip-1487	35	41	any	any	DET
eblip-1487	35	42	further	further	ADJ
eblip-1487	35	43	interaction	interaction	NOUN
eblip-1487	35	44	with	with	ADP
eblip-1487	35	45	the	the	DET
eblip-1487	35	46	user	user	NOUN
eblip-1487	35	47	;	;	PUNCT
eblip-1487	35	48	or	or	CCONJ
eblip-1487	35	49	claiming	claim	VERB
eblip-1487	35	50	that	that	SCONJ
eblip-1487	35	51	the	the	DET
eblip-1487	35	52	information	information	NOUN
eblip-1487	35	53	did	do	AUX
eblip-1487	35	54	not	not	PART
eblip-1487	35	55	exist	exist	VERB
eblip-1487	35	56	or	or	CCONJ
eblip-1487	35	57	was	be	AUX
eblip-1487	35	58	not	not	PART
eblip-1487	35	59	available	available	ADJ
eblip-1487	35	60	.	.	PUNCT
eblip-1487	36	1	a	a	DET
eblip-1487	36	2	reliance	reliance	NOUN
eblip-1487	36	3	on	on	ADP
eblip-1487	36	4	digital	digital	ADJ
eblip-1487	36	5	formats	format	NOUN
eblip-1487	36	6	rather	rather	ADV
eblip-1487	36	7	than	than	ADP
eblip-1487	36	8	print	print	NOUN
eblip-1487	36	9	sources	source	NOUN
eblip-1487	36	10	was	be	AUX
eblip-1487	36	11	found	find	VERB
eblip-1487	36	12	.	.	PUNCT
eblip-1487	37	1	conclusion	conclusion	NOUN
eblip-1487	37	2	–	–	PUNCT
eblip-1487	37	3	the	the	DET
eblip-1487	37	4	accuracy	accuracy	NOUN
eblip-1487	37	5	rate	rate	NOUN
eblip-1487	37	6	of	of	ADP
eblip-1487	37	7	the	the	DET
eblip-1487	37	8	answers	answer	NOUN
eblip-1487	37	9	to	to	ADP
eblip-1487	37	10	the	the	DET
eblip-1487	37	11	questions	question	NOUN
eblip-1487	37	12	was	be	AUX
eblip-1487	37	13	very	very	ADV
eblip-1487	37	14	high	high	ADJ
eblip-1487	37	15	(	(	PUNCT
eblip-1487	37	16	93.6	93.6	NUM
eblip-1487	37	17	%	%	NOUN
eblip-1487	37	18	)	)	PUNCT
eblip-1487	37	19	,	,	PUNCT
eblip-1487	37	20	but	but	CCONJ
eblip-1487	37	21	other	other	ADJ
eblip-1487	37	22	aspects	aspect	NOUN
eblip-1487	37	23	of	of	ADP
eblip-1487	37	24	the	the	DET
eblip-1487	37	25	service	service	NOUN
eblip-1487	37	26	were	be	AUX
eblip-1487	37	27	considered	consider	VERB
eblip-1487	37	28	to	to	PART
eblip-1487	37	29	be	be	AUX
eblip-1487	37	30	less	less	ADJ
eblip-1487	37	31	than	than	ADP
eblip-1487	37	32	satisfactory	satisfactory	ADJ
eblip-1487	37	33	.	.	PUNCT
eblip-1487	38	1	the	the	DET
eblip-1487	38	2	reference	reference	NOUN
eblip-1487	38	3	and	and	CCONJ
eblip-1487	38	4	user	user	NOUN
eblip-1487	38	5	services	services	PROPN
eblip-1487	38	6	association	association	PROPN
eblip-1487	38	7	(	(	PUNCT
eblip-1487	38	8	rusa	rusa	NOUN
eblip-1487	38	9	)	)	PUNCT
eblip-1487	38	10	guidelines	guideline	NOUN
eblip-1487	38	11	,	,	PUNCT
eblip-1487	38	12	considered	consider	VERB
eblip-1487	38	13	the	the	DET
eblip-1487	38	14	best	good	ADJ
eblip-1487	38	15	practices	practice	NOUN
eblip-1487	38	16	for	for	ADP
eblip-1487	38	17	reference	reference	NOUN
eblip-1487	38	18	service	service	NOUN
eblip-1487	38	19	,	,	PUNCT
eblip-1487	38	20	were	be	AUX
eblip-1487	38	21	not	not	PART
eblip-1487	38	22	observed	observe	VERB
eblip-1487	38	23	and	and	CCONJ
eblip-1487	38	24	in	in	ADP
eblip-1487	38	25	particular	particular	ADJ
eblip-1487	38	26	,	,	PUNCT
eblip-1487	38	27	the	the	DET
eblip-1487	38	28	source	source	NOUN
eblip-1487	38	29	citation	citation	NOUN
eblip-1487	38	30	rule	rule	NOUN
eblip-1487	38	31	was	be	AUX
eblip-1487	38	32	not	not	PART
eblip-1487	38	33	followed	follow	VERB
eblip-1487	38	34	.	.	PUNCT
eblip-1487	39	1	commentary	commentary	NOUN
eblip-1487	39	2	this	this	DET
eblip-1487	39	3	article	article	NOUN
eblip-1487	39	4	provides	provide	VERB
eblip-1487	39	5	some	some	DET
eblip-1487	39	6	useful	useful	ADJ
eblip-1487	39	7	recommendations	recommendation	NOUN
eblip-1487	39	8	on	on	ADP
eblip-1487	39	9	how	how	SCONJ
eblip-1487	39	10	to	to	PART
eblip-1487	39	11	improve	improve	VERB
eblip-1487	39	12	telephone	telephone	NOUN
eblip-1487	39	13	reference	reference	NOUN
eblip-1487	39	14	service	service	NOUN
eblip-1487	39	15	that	that	PRON
eblip-1487	39	16	could	could	AUX
eblip-1487	39	17	be	be	AUX
eblip-1487	39	18	of	of	ADP
eblip-1487	39	19	benefit	benefit	NOUN
eblip-1487	39	20	for	for	ADP
eblip-1487	39	21	libraries	library	NOUN
eblip-1487	39	22	of	of	ADP
eblip-1487	39	23	all	all	DET
eblip-1487	39	24	types	type	NOUN
eblip-1487	39	25	and	and	CCONJ
eblip-1487	39	26	could	could	AUX
eblip-1487	39	27	also	also	ADV
eblip-1487	39	28	inform	inform	VERB
eblip-1487	39	29	the	the	DET
eblip-1487	39	30	delivery	delivery	NOUN
eblip-1487	39	31	of	of	ADP
eblip-1487	39	32	chat	chat	NOUN
eblip-1487	39	33	and	and	CCONJ
eblip-1487	39	34	e	e	NOUN
eblip-1487	39	35	-	-	NOUN
eblip-1487	39	36	mail	mail	NOUN
eblip-1487	39	37	reference	reference	NOUN
eblip-1487	39	38	services	service	NOUN
eblip-1487	39	39	.	.	PUNCT
eblip-1487	40	1	the	the	DET
eblip-1487	40	2	percentage	percentage	NOUN
eblip-1487	40	3	of	of	ADP
eblip-1487	40	4	correct	correct	ADJ
eblip-1487	40	5	answers	answer	NOUN
eblip-1487	40	6	(	(	PUNCT
eblip-1487	40	7	93.6	93.6	NUM
eblip-1487	40	8	%	%	NOUN
eblip-1487	40	9	)	)	PUNCT
eblip-1487	40	10	was	be	AUX
eblip-1487	40	11	much	much	ADV
eblip-1487	40	12	higher	high	ADJ
eblip-1487	40	13	than	than	ADP
eblip-1487	40	14	previous	previous	ADJ
eblip-1487	40	15	studies	study	NOUN
eblip-1487	40	16	of	of	ADP
eblip-1487	40	17	telephone	telephone	NOUN
eblip-1487	40	18	reference	reference	NOUN
eblip-1487	40	19	services	service	NOUN
eblip-1487	40	20	which	which	PRON
eblip-1487	40	21	have	have	AUX
eblip-1487	40	22	found	find	VERB
eblip-1487	40	23	accuracy	accuracy	NOUN
eblip-1487	40	24	in	in	ADP
eblip-1487	40	25	the	the	DET
eblip-1487	40	26	50	50	NUM
eblip-1487	40	27	-	-	SYM
eblip-1487	40	28	70	70	NUM
eblip-1487	40	29	%	%	NOUN
eblip-1487	40	30	range	range	NOUN
eblip-1487	40	31	.	.	PUNCT
eblip-1487	41	1	this	this	PRON
eblip-1487	41	2	was	be	AUX
eblip-1487	41	3	attributed	attribute	VERB
eblip-1487	41	4	to	to	ADP
eblip-1487	41	5	the	the	DET
eblip-1487	41	6	less	less	ADV
eblip-1487	41	7	difficult	difficult	ADJ
eblip-1487	41	8	questions	question	NOUN
eblip-1487	41	9	that	that	PRON
eblip-1487	41	10	were	be	AUX
eblip-1487	41	11	asked	ask	VERB
eblip-1487	41	12	in	in	ADP
eblip-1487	41	13	this	this	DET
eblip-1487	41	14	study	study	NOUN
eblip-1487	41	15	than	than	ADP
eblip-1487	41	16	in	in	ADP
eblip-1487	41	17	those	those	PRON
eblip-1487	41	18	undertaken	undertake	VERB
eblip-1487	41	19	previously	previously	ADV
eblip-1487	41	20	.	.	PUNCT
eblip-1487	42	1	it	it	PRON
eblip-1487	42	2	would	would	AUX
eblip-1487	42	3	be	be	AUX
eblip-1487	42	4	34	34	NUM
eblip-1487	42	5	interesting	interesting	ADJ
eblip-1487	42	6	to	to	PART
eblip-1487	42	7	determine	determine	VERB
eblip-1487	42	8	whether	whether	SCONJ
eblip-1487	42	9	more	more	ADV
eblip-1487	42	10	difficult	difficult	ADJ
eblip-1487	42	11	questions	question	NOUN
eblip-1487	42	12	would	would	AUX
eblip-1487	42	13	have	have	AUX
eblip-1487	42	14	led	lead	VERB
eblip-1487	42	15	to	to	ADP
eblip-1487	42	16	greater	great	ADJ
eblip-1487	42	17	frequency	frequency	NOUN
eblip-1487	42	18	of	of	ADP
eblip-1487	42	19	source	source	NOUN
eblip-1487	42	20	citing	cite	VERB
eblip-1487	42	21	though	though	SCONJ
eblip-1487	42	22	it	it	PRON
eblip-1487	42	23	does	do	AUX
eblip-1487	42	24	not	not	PART
eblip-1487	42	25	lessen	lessen	VERB
eblip-1487	42	26	the	the	DET
eblip-1487	42	27	finding	finding	NOUN
eblip-1487	42	28	that	that	SCONJ
eblip-1487	42	29	for	for	ADP
eblip-1487	42	30	simple	simple	ADJ
eblip-1487	42	31	questions	question	NOUN
eblip-1487	42	32	,	,	PUNCT
eblip-1487	42	33	rusa	rusa	PROPN
eblip-1487	42	34	guidelines	guideline	NOUN
eblip-1487	42	35	are	be	AUX
eblip-1487	42	36	generally	generally	ADV
eblip-1487	42	37	not	not	PART
eblip-1487	42	38	followed	follow	VERB
eblip-1487	42	39	.	.	PUNCT
eblip-1487	43	1	the	the	DET
eblip-1487	43	2	study	study	NOUN
eblip-1487	43	3	authors	author	NOUN
eblip-1487	43	4	acknowledged	acknowledge	VERB
eblip-1487	43	5	that	that	SCONJ
eblip-1487	43	6	although	although	SCONJ
eblip-1487	43	7	respondents	respondent	NOUN
eblip-1487	43	8	were	be	AUX
eblip-1487	43	9	described	describe	VERB
eblip-1487	43	10	as	as	ADP
eblip-1487	43	11	librarians	librarian	NOUN
eblip-1487	43	12	throughout	throughout	ADP
eblip-1487	43	13	the	the	DET
eblip-1487	43	14	report	report	NOUN
eblip-1487	43	15	,	,	PUNCT
eblip-1487	43	16	only	only	ADV
eblip-1487	43	17	24.8	24.8	NUM
eblip-1487	43	18	%	%	NOUN
eblip-1487	43	19	of	of	ADP
eblip-1487	43	20	respondents	respondent	NOUN
eblip-1487	43	21	identified	identify	VERB
eblip-1487	43	22	themselves	themselves	PRON
eblip-1487	43	23	as	as	ADP
eblip-1487	43	24	librarians	librarian	NOUN
eblip-1487	43	25	during	during	ADP
eblip-1487	43	26	the	the	DET
eblip-1487	43	27	reference	reference	NOUN
eblip-1487	43	28	encounters	encounter	NOUN
eblip-1487	43	29	.	.	PUNCT
eblip-1487	44	1	it	it	PRON
eblip-1487	44	2	would	would	AUX
eblip-1487	44	3	be	be	AUX
eblip-1487	44	4	surprising	surprising	ADJ
eblip-1487	44	5	to	to	PART
eblip-1487	44	6	find	find	VERB
eblip-1487	44	7	that	that	SCONJ
eblip-1487	44	8	support	support	NOUN
eblip-1487	44	9	staff	staff	NOUN
eblip-1487	44	10	was	be	AUX
eblip-1487	44	11	not	not	PART
eblip-1487	44	12	the	the	DET
eblip-1487	44	13	level	level	NOUN
eblip-1487	44	14	of	of	ADP
eblip-1487	44	15	staff	staff	NOUN
eblip-1487	44	16	most	most	ADV
eblip-1487	44	17	frequently	frequently	ADV
eblip-1487	44	18	employed	employ	VERB
eblip-1487	44	19	for	for	ADP
eblip-1487	44	20	telephone	telephone	NOUN
eblip-1487	44	21	ready	ready	ADJ
eblip-1487	44	22	reference	reference	NOUN
eblip-1487	44	23	services	service	NOUN
eblip-1487	44	24	.	.	PUNCT
eblip-1487	45	1	although	although	SCONJ
eblip-1487	45	2	this	this	DET
eblip-1487	45	3	study	study	NOUN
eblip-1487	45	4	did	do	AUX
eblip-1487	45	5	not	not	PART
eblip-1487	45	6	undertake	undertake	VERB
eblip-1487	45	7	to	to	PART
eblip-1487	45	8	reveal	reveal	VERB
eblip-1487	45	9	the	the	DET
eblip-1487	45	10	level	level	NOUN
eblip-1487	45	11	of	of	ADP
eblip-1487	45	12	staff	staff	NOUN
eblip-1487	45	13	,	,	PUNCT
eblip-1487	45	14	it	it	PRON
eblip-1487	45	15	would	would	AUX
eblip-1487	45	16	be	be	AUX
eblip-1487	45	17	interesting	interesting	ADJ
eblip-1487	45	18	to	to	PART
eblip-1487	45	19	learn	learn	VERB
eblip-1487	45	20	what	what	DET
eblip-1487	45	21	level	level	NOUN
eblip-1487	45	22	of	of	ADP
eblip-1487	45	23	staff	staff	NOUN
eblip-1487	45	24	is	be	AUX
eblip-1487	45	25	generally	generally	ADV
eblip-1487	45	26	employed	employ	VERB
eblip-1487	45	27	in	in	ADP
eblip-1487	45	28	the	the	DET
eblip-1487	45	29	fulfillment	fulfillment	NOUN
eblip-1487	45	30	of	of	ADP
eblip-1487	45	31	this	this	DET
eblip-1487	45	32	service	service	NOUN
eblip-1487	45	33	.	.	PUNCT
eblip-1487	46	1	it	it	PRON
eblip-1487	46	2	would	would	AUX
eblip-1487	46	3	also	also	ADV
eblip-1487	46	4	be	be	AUX
eblip-1487	46	5	interesting	interesting	ADJ
eblip-1487	46	6	to	to	PART
eblip-1487	46	7	determine	determine	VERB
eblip-1487	46	8	how	how	SCONJ
eblip-1487	46	9	many	many	ADJ
eblip-1487	46	10	of	of	ADP
eblip-1487	46	11	the	the	DET
eblip-1487	46	12	25	25	NUM
eblip-1487	46	13	libraries	library	NOUN
eblip-1487	46	14	believed	believe	VERB
eblip-1487	46	15	that	that	SCONJ
eblip-1487	46	16	they	they	PRON
eblip-1487	46	17	were	be	AUX
eblip-1487	46	18	delivering	deliver	VERB
eblip-1487	46	19	the	the	DET
eblip-1487	46	20	standard	standard	NOUN
eblip-1487	46	21	of	of	ADP
eblip-1487	46	22	service	service	NOUN
eblip-1487	46	23	described	describe	VERB
eblip-1487	46	24	in	in	ADP
eblip-1487	46	25	the	the	DET
eblip-1487	46	26	rusa	rusa	NOUN
eblip-1487	46	27	guidelines	guideline	NOUN
eblip-1487	46	28	.	.	PUNCT
eblip-1487	47	1	there	there	PRON
eblip-1487	47	2	was	be	VERB
eblip-1487	47	3	no	no	DET
eblip-1487	47	4	indication	indication	NOUN
eblip-1487	47	5	as	as	ADP
eblip-1487	47	6	to	to	ADP
eblip-1487	47	7	how	how	SCONJ
eblip-1487	47	8	many	many	ADJ
eblip-1487	47	9	calls	call	NOUN
eblip-1487	47	10	were	be	AUX
eblip-1487	47	11	necessary	necessary	ADJ
eblip-1487	47	12	to	to	PART
eblip-1487	47	13	achieve	achieve	VERB
eblip-1487	47	14	the	the	DET
eblip-1487	47	15	125	125	NUM
eblip-1487	47	16	reference	reference	NOUN
eblip-1487	47	17	transactions	transaction	NOUN
eblip-1487	47	18	that	that	PRON
eblip-1487	47	19	were	be	AUX
eblip-1487	47	20	reported	report	VERB
eblip-1487	47	21	as	as	SCONJ
eblip-1487	47	22	the	the	DET
eblip-1487	47	23	study	study	NOUN
eblip-1487	47	24	results	result	VERB
eblip-1487	47	25	.	.	PUNCT
eblip-1487	48	1	both	both	DET
eblip-1487	48	2	authors	author	NOUN
eblip-1487	48	3	undertook	undertake	VERB
eblip-1487	48	4	the	the	DET
eblip-1487	48	5	calling	calling	NOUN
eblip-1487	48	6	,	,	PUNCT
eblip-1487	48	7	but	but	CCONJ
eblip-1487	48	8	there	there	PRON
eblip-1487	48	9	was	be	VERB
eblip-1487	48	10	no	no	DET
eblip-1487	48	11	reference	reference	NOUN
eblip-1487	48	12	to	to	ADP
eblip-1487	48	13	a	a	DET
eblip-1487	48	14	standard	standard	ADJ
eblip-1487	48	15	script	script	NOUN
eblip-1487	48	16	or	or	CCONJ
eblip-1487	48	17	any	any	DET
eblip-1487	48	18	standardized	standardized	ADJ
eblip-1487	48	19	record	record	NOUN
eblip-1487	48	20	keeping	keep	VERB
eblip-1487	48	21	instrument	instrument	NOUN
eblip-1487	48	22	that	that	PRON
eblip-1487	48	23	was	be	AUX
eblip-1487	48	24	used	use	VERB
eblip-1487	48	25	to	to	PART
eblip-1487	48	26	track	track	VERB
eblip-1487	48	27	response	response	NOUN
eblip-1487	48	28	activity	activity	NOUN
eblip-1487	48	29	.	.	PUNCT
eblip-1487	49	1	the	the	DET
eblip-1487	49	2	authors	author	NOUN
eblip-1487	49	3	referred	refer	VERB
eblip-1487	49	4	to	to	PART
eblip-1487	49	5	respondent	respondent	VERB
eblip-1487	49	6	attitude	attitude	NOUN
eblip-1487	49	7	as	as	SCONJ
eblip-1487	49	8	demonstrated	demonstrate	VERB
eblip-1487	49	9	through	through	ADP
eblip-1487	49	10	verbal	verbal	ADJ
eblip-1487	49	11	intonation	intonation	NOUN
eblip-1487	49	12	and	and	CCONJ
eblip-1487	49	13	other	other	ADJ
eblip-1487	49	14	behaviors	behavior	NOUN
eblip-1487	49	15	,	,	PUNCT
eblip-1487	49	16	but	but	CCONJ
eblip-1487	49	17	not	not	PART
eblip-1487	49	18	to	to	ADP
eblip-1487	49	19	how	how	SCONJ
eblip-1487	49	20	that	that	DET
eblip-1487	49	21	evidence	evidence	NOUN
eblip-1487	49	22	was	be	AUX
eblip-1487	49	23	captured	capture	VERB
eblip-1487	49	24	in	in	ADP
eblip-1487	49	25	a	a	DET
eblip-1487	49	26	systematic	systematic	ADJ
eblip-1487	49	27	manner	manner	NOUN
eblip-1487	49	28	.	.	PUNCT
eblip-1487	50	1	the	the	DET
eblip-1487	50	2	authors	author	NOUN
eblip-1487	50	3	’	’	PART
eblip-1487	50	4	initial	initial	ADJ
eblip-1487	50	5	frustration	frustration	NOUN
eblip-1487	50	6	with	with	ADP
eblip-1487	50	7	finding	find	VERB
eblip-1487	50	8	the	the	DET
eblip-1487	50	9	reference	reference	NOUN
eblip-1487	50	10	service	service	NOUN
eblip-1487	50	11	telephone	telephone	NOUN
eblip-1487	50	12	number	number	NOUN
eblip-1487	50	13	extended	extend	VERB
eblip-1487	50	14	to	to	ADP
eblip-1487	50	15	the	the	DET
eblip-1487	50	16	challenge	challenge	NOUN
eblip-1487	50	17	of	of	ADP
eblip-1487	50	18	the	the	DET
eblip-1487	50	19	labyrinth	labyrinth	NOUN
eblip-1487	50	20	that	that	PRON
eblip-1487	50	21	constituted	constitute	VERB
eblip-1487	50	22	the	the	DET
eblip-1487	50	23	automated	automate	VERB
eblip-1487	50	24	telephone	telephone	NOUN
eblip-1487	50	25	directory	directory	NOUN
eblip-1487	50	26	system	system	NOUN
eblip-1487	50	27	.	.	PUNCT
eblip-1487	51	1	this	this	DET
eblip-1487	51	2	experience	experience	NOUN
eblip-1487	51	3	is	be	AUX
eblip-1487	51	4	generally	generally	ADV
eblip-1487	51	5	reflective	reflective	ADJ
eblip-1487	51	6	of	of	ADP
eblip-1487	51	7	the	the	DET
eblip-1487	51	8	approach	approach	NOUN
eblip-1487	51	9	in	in	ADP
eblip-1487	51	10	many	many	ADJ
eblip-1487	51	11	libraries	library	NOUN
eblip-1487	51	12	and	and	CCONJ
eblip-1487	51	13	worthy	worthy	ADJ
eblip-1487	51	14	of	of	ADP
eblip-1487	51	15	note	note	NOUN
eblip-1487	51	16	and	and	CCONJ
eblip-1487	51	17	attention	attention	NOUN
eblip-1487	51	18	.	.	PUNCT
eblip-1487	52	1	the	the	DET
eblip-1487	52	2	repeated	repeat	VERB
eblip-1487	52	3	respondent	respondent	NOUN
eblip-1487	52	4	use	use	NOUN
eblip-1487	52	5	of	of	ADP
eblip-1487	52	6	“	"	PUNCT
eblip-1487	52	7	negative	negative	ADJ
eblip-1487	52	8	closure	closure	NOUN
eblip-1487	52	9	”	"	PUNCT
eblip-1487	52	10	strategies	strategy	NOUN
eblip-1487	52	11	and	and	CCONJ
eblip-1487	52	12	the	the	DET
eblip-1487	52	13	isolated	isolated	ADJ
eblip-1487	52	14	incidences	incidence	NOUN
eblip-1487	52	15	of	of	ADP
eblip-1487	52	16	disrespectful	disrespectful	ADJ
eblip-1487	52	17	behavior	behavior	NOUN
eblip-1487	52	18	serve	serve	VERB
eblip-1487	52	19	as	as	ADP
eblip-1487	52	20	a	a	DET
eblip-1487	52	21	reminder	reminder	NOUN
eblip-1487	52	22	to	to	ADP
eblip-1487	52	23	all	all	DET
eblip-1487	52	24	libraries	library	NOUN
eblip-1487	52	25	that	that	DET
eblip-1487	52	26	assurance	assurance	NOUN
eblip-1487	52	27	of	of	ADP
eblip-1487	52	28	the	the	DET
eblip-1487	52	29	quality	quality	NOUN
eblip-1487	52	30	of	of	ADP
eblip-1487	52	31	the	the	DET
eblip-1487	52	32	user	user	NOUN
eblip-1487	52	33	experience	experience	NOUN
eblip-1487	52	34	may	may	AUX
eblip-1487	52	35	require	require	VERB
eblip-1487	52	36	staff	staff	NOUN
eblip-1487	52	37	training	training	NOUN
eblip-1487	52	38	in	in	ADP
eblip-1487	52	39	both	both	DET
eblip-1487	52	40	reference	reference	NOUN
eblip-1487	52	41	and	and	CCONJ
eblip-1487	52	42	customer	customer	NOUN
eblip-1487	52	43	service	service	NOUN
eblip-1487	52	44	standards	standard	NOUN
eblip-1487	52	45	.	.	PUNCT
eblip-1487	53	1	the	the	DET
eblip-1487	53	2	authors	author	NOUN
eblip-1487	53	3	noted	note	VERB
eblip-1487	53	4	the	the	DET
eblip-1487	53	5	reliance	reliance	NOUN
eblip-1487	53	6	on	on	ADP
eblip-1487	53	7	digital	digital	ADJ
eblip-1487	53	8	formats	format	NOUN
eblip-1487	53	9	to	to	PART
eblip-1487	53	10	answer	answer	VERB
eblip-1487	53	11	questions	question	NOUN
eblip-1487	53	12	.	.	PUNCT
eblip-1487	54	1	it	it	PRON
eblip-1487	54	2	would	would	AUX
eblip-1487	54	3	be	be	AUX
eblip-1487	54	4	interesting	interesting	ADJ
eblip-1487	54	5	to	to	PART
eblip-1487	54	6	discover	discover	VERB
eblip-1487	54	7	the	the	DET
eblip-1487	54	8	extensiveness	extensiveness	NOUN
eblip-1487	54	9	of	of	ADP
eblip-1487	54	10	the	the	DET
eblip-1487	54	11	print	print	NOUN
eblip-1487	54	12	collections	collection	NOUN
eblip-1487	54	13	available	available	ADJ
eblip-1487	54	14	to	to	ADP
eblip-1487	54	15	the	the	DET
eblip-1487	54	16	staff	staff	NOUN
eblip-1487	54	17	in	in	ADP
eblip-1487	54	18	the	the	DET
eblip-1487	54	19	telephone	telephone	NOUN
eblip-1487	54	20	reference	reference	NOUN
eblip-1487	54	21	services	service	NOUN
eblip-1487	54	22	in	in	ADP
eblip-1487	54	23	these	these	DET
eblip-1487	54	24	25	25	NUM
eblip-1487	54	25	libraries	library	NOUN
eblip-1487	54	26	.	.	PUNCT
eblip-1487	55	1	the	the	DET
eblip-1487	55	2	findings	finding	NOUN
eblip-1487	55	3	of	of	ADP
eblip-1487	55	4	this	this	DET
eblip-1487	55	5	study	study	NOUN
eblip-1487	55	6	will	will	AUX
eblip-1487	55	7	be	be	AUX
eblip-1487	55	8	of	of	ADP
eblip-1487	55	9	interest	interest	NOUN
eblip-1487	55	10	to	to	ADP
eblip-1487	55	11	all	all	DET
eblip-1487	55	12	types	type	NOUN
eblip-1487	55	13	of	of	ADP
eblip-1487	55	14	libraries	library	NOUN
eblip-1487	55	15	who	who	PRON
eblip-1487	55	16	provide	provide	VERB
eblip-1487	55	17	telephone	telephone	NOUN
eblip-1487	55	18	reference	reference	NOUN
eblip-1487	55	19	services	service	NOUN
eblip-1487	55	20	.	.	PUNCT
eblip-1487	56	1	work	work	NOUN
eblip-1487	56	2	cited	cite	VERB
eblip-1487	56	3	reference	reference	NOUN
eblip-1487	56	4	and	and	CCONJ
eblip-1487	56	5	user	user	NOUN
eblip-1487	56	6	services	services	PROPN
eblip-1487	56	7	association	association	PROPN
eblip-1487	56	8	.	.	PUNCT
eblip-1487	57	1	“	"	PUNCT
eblip-1487	57	2	guidelines	guideline	NOUN
eblip-1487	57	3	for	for	ADP
eblip-1487	57	4	behavioral	behavioral	ADJ
eblip-1487	57	5	performance	performance	NOUN
eblip-1487	57	6	of	of	ADP
eblip-1487	57	7	reference	reference	NOUN
eblip-1487	57	8	and	and	CCONJ
eblip-1487	57	9	information	information	NOUN
eblip-1487	57	10	service	service	NOUN
eblip-1487	57	11	providers	provider	NOUN
eblip-1487	57	12	.	.	PUNCT
eblip-1487	57	13	”	"	PUNCT
eblip-1487	58	1	june	june	PROPN
eblip-1487	58	2	2004	2004	NUM
eblip-1487	58	3	.	.	PUNCT
eblip-1487	59	1	american	american	PROPN
eblip-1487	59	2	library	library	PROPN
eblip-1487	59	3	association	association	PROPN
eblip-1487	59	4	.	.	PUNCT
eblip-1487	60	1	29	29	NUM
eblip-1487	60	2	february	february	PROPN
eblip-1487	60	3	2008	2008	NUM
eblip-1487	60	4	.	.	PUNCT
eblip-1487	61	1	<	<	X
eblip-1487	61	2	http://www.ala.org/ala/rusa/protoc	http://www.ala.org/ala/rusa/protoc	VERB
eblip-1487	61	3	ols	ols	PROPN
eblip-1487	61	4	/	/	SYM
eblip-1487	61	5	referenceguide	referenceguide	NOUN
eblip-1487	61	6	/	/	PUNCT
eblip-1487	61	7	guidelinesbehavi	guidelinesbehavi	VERB
eblip-1487	61	8	oral.cfm	oral.cfm	PROPN
eblip-1487	61	9	>	>	X
eblip-1487	61	10	.	.	PUNCT