id	sid	tid	token	lemma	pos
eblip-9192	1	1	evidence	evidence	NOUN
eblip-9192	1	2	based	base	VERB
eblip-9192	1	3	library	library	NOUN
eblip-9192	1	4	and	and	CCONJ
eblip-9192	1	5	information	information	NOUN
eblip-9192	1	6	practice	practice	NOUN
eblip-9192	1	7	evidence	evidence	NOUN
eblip-9192	1	8	based	base	VERB
eblip-9192	1	9	library	library	NOUN
eblip-9192	1	10	and	and	CCONJ
eblip-9192	1	11	information	information	NOUN
eblip-9192	1	12	practice	practice	NOUN
eblip-9192	1	13	2010	2010	NUM
eblip-9192	1	14	,	,	PUNCT
eblip-9192	1	15	5.4	5.4	NUM
eblip-9192	1	16	105	105	NUM
eblip-9192	1	17	evidence	evidence	NOUN
eblip-9192	1	18	based	base	VERB
eblip-9192	1	19	library	library	NOUN
eblip-9192	1	20	and	and	CCONJ
eblip-9192	1	21	information	information	NOUN
eblip-9192	1	22	practice	practice	NOUN
eblip-9192	1	23	evidence	evidence	NOUN
eblip-9192	1	24	summary	summary	NOUN
eblip-9192	1	25	adherence	adherence	NOUN
eblip-9192	1	26	to	to	ADP
eblip-9192	1	27	rusa	rusa	VERB
eblip-9192	1	28	’s	’s	PART
eblip-9192	1	29	guidelines	guideline	NOUN
eblip-9192	1	30	for	for	ADP
eblip-9192	1	31	virtual	virtual	ADJ
eblip-9192	1	32	reference	reference	NOUN
eblip-9192	1	33	services	service	NOUN
eblip-9192	1	34	is	be	AUX
eblip-9192	1	35	below	below	ADP
eblip-9192	1	36	expected	expect	VERB
eblip-9192	1	37	in	in	ADP
eblip-9192	1	38	academic	academic	ADJ
eblip-9192	1	39	libraries	library	NOUN
eblip-9192	1	40	a	a	DET
eblip-9192	1	41	review	review	NOUN
eblip-9192	1	42	of	of	ADP
eblip-9192	1	43	:	:	PUNCT
eblip-9192	1	44	platt	platt	PROPN
eblip-9192	1	45	,	,	PUNCT
eblip-9192	1	46	j.	j.	PROPN
eblip-9192	1	47	&	&	CCONJ
eblip-9192	1	48	benson	benson	PROPN
eblip-9192	1	49	,	,	PUNCT
eblip-9192	1	50	p.	p.	PROPN
eblip-9192	1	51	(	(	PUNCT
eblip-9192	1	52	2010	2010	NUM
eblip-9192	1	53	)	)	PUNCT
eblip-9192	1	54	.	.	PUNCT
eblip-9192	2	1	improving	improve	VERB
eblip-9192	2	2	the	the	DET
eblip-9192	2	3	virtual	virtual	ADJ
eblip-9192	2	4	reference	reference	NOUN
eblip-9192	2	5	experience	experience	NOUN
eblip-9192	2	6	:	:	PUNCT
eblip-9192	2	7	how	how	SCONJ
eblip-9192	2	8	closely	closely	ADV
eblip-9192	2	9	do	do	AUX
eblip-9192	2	10	academic	academic	ADJ
eblip-9192	2	11	libraries	library	NOUN
eblip-9192	2	12	adhere	adhere	VERB
eblip-9192	2	13	to	to	ADP
eblip-9192	2	14	rusa	rusa	NOUN
eblip-9192	2	15	guidelines	guideline	NOUN
eblip-9192	2	16	?	?	PUNCT
eblip-9192	3	1	journal	journal	NOUN
eblip-9192	3	2	of	of	ADP
eblip-9192	3	3	library	library	NOUN
eblip-9192	3	4	and	and	CCONJ
eblip-9192	3	5	information	information	NOUN
eblip-9192	3	6	services	service	NOUN
eblip-9192	3	7	in	in	ADP
eblip-9192	3	8	distance	distance	NOUN
eblip-9192	3	9	learning	learning	NOUN
eblip-9192	3	10	,	,	PUNCT
eblip-9192	3	11	4(1	4(1	NOUN
eblip-9192	3	12	-	-	SYM
eblip-9192	3	13	2	2	NUM
eblip-9192	3	14	)	)	PUNCT
eblip-9192	3	15	,	,	PUNCT
eblip-9192	3	16	30	30	NUM
eblip-9192	3	17	-	-	SYM
eblip-9192	3	18	42	42	NUM
eblip-9192	3	19	.	.	PUNCT
eblip-9192	3	20	reviewed	review	VERB
eblip-9192	3	21	by	by	ADP
eblip-9192	3	22	:	:	PUNCT
eblip-9192	3	23	annie	annie	PROPN
eblip-9192	3	24	m.	m.	PROPN
eblip-9192	3	25	hughes	hughes	PROPN
eblip-9192	3	26	reference	reference	PROPN
eblip-9192	3	27	librarian	librarian	PROPN
eblip-9192	3	28	,	,	PUNCT
eblip-9192	3	29	herman	herman	PROPN
eblip-9192	3	30	ostrow	ostrow	PROPN
eblip-9192	3	31	school	school	PROPN
eblip-9192	3	32	of	of	ADP
eblip-9192	3	33	dentistry	dentistry	PROPN
eblip-9192	3	34	university	university	PROPN
eblip-9192	3	35	of	of	ADP
eblip-9192	3	36	southern	southern	PROPN
eblip-9192	3	37	california	california	PROPN
eblip-9192	3	38	los	los	PROPN
eblip-9192	3	39	angeles	angeles	PROPN
eblip-9192	3	40	,	,	PUNCT
eblip-9192	3	41	ca	ca	PROPN
eblip-9192	3	42	,	,	PUNCT
eblip-9192	3	43	united	united	PROPN
eblip-9192	3	44	states	states	PROPN
eblip-9192	3	45	of	of	ADP
eblip-9192	3	46	america	america	PROPN
eblip-9192	3	47	email	email	PROPN
eblip-9192	3	48	:	:	PUNCT
eblip-9192	3	49	received	receive	VERB
eblip-9192	3	50	:	:	PUNCT
eblip-9192	3	51	14	14	NUM
eblip-9192	3	52	sept	sept	PROPN
eblip-9192	3	53	.	.	PROPN
eblip-9192	3	54	2010	2010	NUM
eblip-9192	3	55	accepted	accept	VERB
eblip-9192	3	56	:	:	PUNCT
eblip-9192	3	57	20	20	NUM
eblip-9192	3	58	nov	nov	NOUN
eblip-9192	3	59	.	.	PROPN
eblip-9192	3	60	2010	2010	NUM
eblip-9192	3	61	amhughes@usc.edu	amhughes@usc.edu	NOUN
eblip-9192	3	62	2010	2010	NUM
eblip-9192	3	63	hughes	hughe	NOUN
eblip-9192	3	64	.	.	PUNCT
eblip-9192	4	1	this	this	PRON
eblip-9192	4	2	is	be	AUX
eblip-9192	4	3	an	an	DET
eblip-9192	4	4	open	open	ADJ
eblip-9192	4	5	access	access	NOUN
eblip-9192	4	6	article	article	NOUN
eblip-9192	4	7	distributed	distribute	VERB
eblip-9192	4	8	under	under	ADP
eblip-9192	4	9	the	the	DET
eblip-9192	4	10	terms	term	NOUN
eblip-9192	4	11	of	of	ADP
eblip-9192	4	12	the	the	DET
eblip-9192	4	13	creative	creative	ADJ
eblip-9192	4	14	commonsattribution	commonsattribution	NOUN
eblip-9192	4	15	-	-	PUNCT
eblip-9192	4	16	noncommercial	noncommercial	ADJ
eblip-9192	4	17	-	-	PUNCT
eblip-9192	4	18	share	share	NOUN
eblip-9192	4	19	alike	alike	ADJ
eblip-9192	4	20	license	license	NOUN
eblip-9192	4	21	2.5	2.5	NUM
eblip-9192	4	22	canada	canada	PROPN
eblip-9192	4	23	(	(	PUNCT
eblip-9192	4	24	http://creativecommons.org/licenses/by-ncsa/2.5/ca/	http://creativecommons.org/licenses/by-ncsa/2.5/ca/	PROPN
eblip-9192	4	25	)	)	PUNCT
eblip-9192	4	26	,	,	PUNCT
eblip-9192	4	27	which	which	PRON
eblip-9192	4	28	permits	permit	VERB
eblip-9192	4	29	unrestricted	unrestricted	ADJ
eblip-9192	4	30	use	use	NOUN
eblip-9192	4	31	,	,	PUNCT
eblip-9192	4	32	distribution	distribution	NOUN
eblip-9192	4	33	,	,	PUNCT
eblip-9192	4	34	and	and	CCONJ
eblip-9192	4	35	reproduction	reproduction	NOUN
eblip-9192	4	36	in	in	ADP
eblip-9192	4	37	any	any	DET
eblip-9192	4	38	medium	medium	NOUN
eblip-9192	4	39	,	,	PUNCT
eblip-9192	4	40	provided	provide	VERB
eblip-9192	4	41	the	the	DET
eblip-9192	4	42	original	original	ADJ
eblip-9192	4	43	work	work	NOUN
eblip-9192	4	44	is	be	AUX
eblip-9192	4	45	properly	properly	ADV
eblip-9192	4	46	attributed	attribute	VERB
eblip-9192	4	47	,	,	PUNCT
eblip-9192	4	48	not	not	PART
eblip-9192	4	49	used	use	VERB
eblip-9192	4	50	for	for	ADP
eblip-9192	4	51	commercial	commercial	ADJ
eblip-9192	4	52	purposes	purpose	NOUN
eblip-9192	4	53	,	,	PUNCT
eblip-9192	4	54	and	and	CCONJ
eblip-9192	4	55	,	,	PUNCT
eblip-9192	4	56	if	if	SCONJ
eblip-9192	4	57	transformed	transform	VERB
eblip-9192	4	58	,	,	PUNCT
eblip-9192	4	59	the	the	DET
eblip-9192	4	60	resulting	result	VERB
eblip-9192	4	61	work	work	NOUN
eblip-9192	4	62	is	be	AUX
eblip-9192	4	63	redistributed	redistribute	VERB
eblip-9192	4	64	under	under	ADP
eblip-9192	4	65	the	the	DET
eblip-9192	4	66	same	same	ADJ
eblip-9192	4	67	or	or	CCONJ
eblip-9192	4	68	similar	similar	ADJ
eblip-9192	4	69	license	license	NOUN
eblip-9192	4	70	to	to	ADP
eblip-9192	4	71	this	this	DET
eblip-9192	4	72	one	one	NUM
eblip-9192	4	73	.	.	PUNCT
eblip-9192	5	1	abstract	abstract	ADJ
eblip-9192	5	2	objective	objective	NOUN
eblip-9192	5	3	–	–	PUNCT
eblip-9192	5	4	to	to	PART
eblip-9192	5	5	evaluate	evaluate	VERB
eblip-9192	5	6	the	the	DET
eblip-9192	5	7	quality	quality	NOUN
eblip-9192	5	8	of	of	ADP
eblip-9192	5	9	academic	academic	ADJ
eblip-9192	5	10	libraries	library	NOUN
eblip-9192	5	11	’	'	PUNCT
eblip-9192	5	12	virtual	virtual	ADJ
eblip-9192	5	13	reference	reference	NOUN
eblip-9192	5	14	services	service	NOUN
eblip-9192	5	15	and	and	CCONJ
eblip-9192	5	16	measure	measure	NOUN
eblip-9192	5	17	compliance	compliance	NOUN
eblip-9192	5	18	to	to	ADP
eblip-9192	5	19	the	the	DET
eblip-9192	5	20	reference	reference	NOUN
eblip-9192	5	21	&	&	CCONJ
eblip-9192	5	22	user	user	PROPN
eblip-9192	5	23	services	services	PROPN
eblip-9192	5	24	association	association	PROPN
eblip-9192	5	25	’s	’s	PART
eblip-9192	5	26	(	(	PUNCT
eblip-9192	5	27	rusa	rusa	NOUN
eblip-9192	5	28	’s	’s	PART
eblip-9192	5	29	)	)	PUNCT
eblip-9192	5	30	guidelines	guideline	NOUN
eblip-9192	5	31	for	for	ADP
eblip-9192	5	32	virtual	virtual	ADJ
eblip-9192	5	33	reference	reference	NOUN
eblip-9192	5	34	&	&	CCONJ
eblip-9192	5	35	user	user	PROPN
eblip-9192	5	36	services	services	PROPN
eblip-9192	5	37	.	.	PUNCT
eblip-9192	6	1	design	design	NOUN
eblip-9192	6	2	–	–	PUNCT
eblip-9192	6	3	qualitative	qualitative	ADJ
eblip-9192	6	4	research	research	NOUN
eblip-9192	6	5	study	study	NOUN
eblip-9192	6	6	evaluating	evaluate	VERB
eblip-9192	6	7	virtual	virtual	ADJ
eblip-9192	6	8	reference	reference	NOUN
eblip-9192	6	9	chat	chat	NOUN
eblip-9192	6	10	sessions	session	NOUN
eblip-9192	6	11	using	use	VERB
eblip-9192	6	12	rusa	rusa	NOUN
eblip-9192	6	13	’s	’s	PART
eblip-9192	6	14	guidelines	guideline	NOUN
eblip-9192	6	15	for	for	ADP
eblip-9192	6	16	virtual	virtual	ADJ
eblip-9192	6	17	reference	reference	NOUN
eblip-9192	6	18	&	&	CCONJ
eblip-9192	6	19	user	user	NOUN
eblip-9192	6	20	services	service	NOUN
eblip-9192	6	21	.	.	PUNCT
eblip-9192	7	1	setting	set	VERB
eblip-9192	7	2	–	–	PUNCT
eblip-9192	7	3	virtual	virtual	ADJ
eblip-9192	7	4	reference	reference	NOUN
eblip-9192	7	5	environments	environment	NOUN
eblip-9192	7	6	in	in	ADP
eblip-9192	7	7	public	public	ADJ
eblip-9192	7	8	academic	academic	ADJ
eblip-9192	7	9	libraries	library	NOUN
eblip-9192	7	10	in	in	ADP
eblip-9192	7	11	the	the	DET
eblip-9192	7	12	united	united	PROPN
eblip-9192	7	13	states	states	PROPN
eblip-9192	7	14	.	.	PUNCT
eblip-9192	8	1	subjects	subject	NOUN
eblip-9192	8	2	–	–	PUNCT
eblip-9192	8	3	twenty	twenty	NUM
eblip-9192	8	4	virtual	virtual	ADJ
eblip-9192	8	5	reference	reference	NOUN
eblip-9192	8	6	providers	provider	NOUN
eblip-9192	8	7	from	from	ADP
eblip-9192	8	8	public	public	ADJ
eblip-9192	8	9	academic	academic	ADJ
eblip-9192	8	10	libraries	library	NOUN
eblip-9192	8	11	.	.	PUNCT
eblip-9192	9	1	methods	method	NOUN
eblip-9192	9	2	–	–	PUNCT
eblip-9192	9	3	initially	initially	ADV
eblip-9192	9	4	researchers	researcher	NOUN
eblip-9192	9	5	selected	select	VERB
eblip-9192	9	6	1	1	NUM
eblip-9192	9	7	academic	academic	ADJ
eblip-9192	9	8	library	library	NOUN
eblip-9192	9	9	out	out	ADP
eblip-9192	9	10	of	of	ADP
eblip-9192	9	11	each	each	PRON
eblip-9192	9	12	of	of	ADP
eblip-9192	9	13	the	the	DET
eblip-9192	9	14	50	50	NUM
eblip-9192	9	15	states	state	NOUN
eblip-9192	9	16	to	to	PART
eblip-9192	9	17	evaluate	evaluate	VERB
eblip-9192	9	18	for	for	ADP
eblip-9192	9	19	quality	quality	NOUN
eblip-9192	9	20	virtual	virtual	ADJ
eblip-9192	9	21	chat	chat	NOUN
eblip-9192	9	22	reference	reference	NOUN
eblip-9192	9	23	services	service	NOUN
eblip-9192	9	24	,	,	PUNCT
eblip-9192	9	25	however	however	ADV
eblip-9192	9	26	because	because	SCONJ
eblip-9192	9	27	of	of	ADP
eblip-9192	9	28	factors	factor	NOUN
eblip-9192	9	29	including	include	VERB
eblip-9192	9	30	time	time	NOUN
eblip-9192	9	31	and	and	CCONJ
eblip-9192	9	32	availability	availability	NOUN
eblip-9192	9	33	of	of	ADP
eblip-9192	9	34	virtual	virtual	ADJ
eblip-9192	9	35	chat	chat	NOUN
eblip-9192	9	36	services	service	NOUN
eblip-9192	9	37	to	to	ADP
eblip-9192	9	38	unaffiliated	unaffiliated	ADJ
eblip-9192	9	39	institutions	institution	NOUN
eblip-9192	9	40	;	;	PUNCT
eblip-9192	9	41	the	the	DET
eblip-9192	9	42	sample	sample	NOUN
eblip-9192	9	43	included	include	VERB
eblip-9192	9	44	only	only	ADV
eblip-9192	9	45	20	20	NUM
eblip-9192	9	46	academic	academic	ADJ
eblip-9192	9	47	libraries	library	NOUN
eblip-9192	9	48	.	.	PUNCT
eblip-9192	10	1	after	after	ADP
eblip-9192	10	2	selecting	select	VERB
eblip-9192	10	3	the	the	DET
eblip-9192	10	4	20	20	NUM
eblip-9192	10	5	academic	academic	ADJ
eblip-9192	10	6	libraries	library	NOUN
eblip-9192	10	7	for	for	ADP
eblip-9192	10	8	evaluation	evaluation	NOUN
eblip-9192	10	9	,	,	PUNCT
eblip-9192	10	10	researchers	researcher	NOUN
eblip-9192	10	11	posed	pose	VERB
eblip-9192	10	12	as	as	ADP
eblip-9192	10	13	virtual	virtual	ADJ
eblip-9192	10	14	chat	chat	NOUN
eblip-9192	10	15	reference	reference	NOUN
eblip-9192	10	16	patrons	patron	NOUN
eblip-9192	10	17	using	use	VERB
eblip-9192	10	18	emails	email	NOUN
eblip-9192	10	19	and	and	CCONJ
eblip-9192	10	20	aliases	alias	NOUN
eblip-9192	10	21	that	that	PRON
eblip-9192	10	22	had	have	VERB
eblip-9192	10	23	no	no	DET
eblip-9192	10	24	affiliation	affiliation	NOUN
eblip-9192	10	25	to	to	ADP
eblip-9192	10	26	any	any	DET
eblip-9192	10	27	particular	particular	ADJ
eblip-9192	10	28	institution	institution	NOUN
eblip-9192	10	29	.	.	PUNCT
eblip-9192	11	1	researchers	researcher	NOUN
eblip-9192	11	2	then	then	ADV
eblip-9192	11	3	asked	ask	VERB
eblip-9192	11	4	the	the	DET
eblip-9192	11	5	librarian	librarian	NOUN
eblip-9192	11	6	or	or	CCONJ
eblip-9192	11	7	library	library	ADJ
eblip-9192	11	8	mailto:amhughes@usc.edu	mailto:amhughes@usc.edu	PROPN
eblip-9192	11	9	�	�	PROPN
eblip-9192	11	10	evidence	evidence	NOUN
eblip-9192	11	11	based	base	VERB
eblip-9192	11	12	library	library	NOUN
eblip-9192	11	13	and	and	CCONJ
eblip-9192	11	14	information	information	NOUN
eblip-9192	11	15	practice	practice	NOUN
eblip-9192	11	16	2010	2010	NUM
eblip-9192	11	17	,	,	PUNCT
eblip-9192	11	18	5.4	5.4	NUM
eblip-9192	11	19	106	106	NUM
eblip-9192	11	20	staff	staff	NOUN
eblip-9192	11	21	a	a	DET
eblip-9192	11	22	two	two	NUM
eblip-9192	11	23	-	-	PUNCT
eblip-9192	11	24	part	part	NOUN
eblip-9192	11	25	question	question	NOUN
eblip-9192	11	26	making	make	VERB
eblip-9192	11	27	sure	sure	ADJ
eblip-9192	11	28	to	to	PART
eblip-9192	11	29	leave	leave	VERB
eblip-9192	11	30	out	out	ADP
eblip-9192	11	31	any	any	DET
eblip-9192	11	32	library	library	NOUN
eblip-9192	11	33	jargon	jargon	NOUN
eblip-9192	11	34	or	or	CCONJ
eblip-9192	11	35	anything	anything	PRON
eblip-9192	11	36	that	that	PRON
eblip-9192	11	37	would	would	AUX
eblip-9192	11	38	lead	lead	VERB
eblip-9192	11	39	the	the	DET
eblip-9192	11	40	virtual	virtual	ADJ
eblip-9192	11	41	chat	chat	NOUN
eblip-9192	11	42	reference	reference	NOUN
eblip-9192	11	43	operator	operator	NOUN
eblip-9192	11	44	to	to	PART
eblip-9192	11	45	recognize	recognize	VERB
eblip-9192	11	46	that	that	SCONJ
eblip-9192	11	47	they	they	PRON
eblip-9192	11	48	are	be	AUX
eblip-9192	11	49	also	also	ADV
eblip-9192	11	50	affiliated	affiliate	VERB
eblip-9192	11	51	with	with	ADP
eblip-9192	11	52	a	a	DET
eblip-9192	11	53	library	library	NOUN
eblip-9192	11	54	or	or	CCONJ
eblip-9192	11	55	library	library	ADJ
eblip-9192	11	56	school	school	NOUN
eblip-9192	11	57	.	.	PUNCT
eblip-9192	12	1	using	use	VERB
eblip-9192	12	2	the	the	DET
eblip-9192	12	3	rusa	rusa	NOUN
eblip-9192	12	4	guidelines	guideline	NOUN
eblip-9192	12	5	for	for	ADP
eblip-9192	12	6	virtual	virtual	ADJ
eblip-9192	12	7	reference	reference	NOUN
eblip-9192	12	8	&	&	CCONJ
eblip-9192	12	9	user	user	PROPN
eblip-9192	12	10	services	services	PROPN
eblip-9192	12	11	,	,	PUNCT
eblip-9192	12	12	researchers	researcher	NOUN
eblip-9192	12	13	then	then	ADV
eblip-9192	12	14	evaluated	evaluate	VERB
eblip-9192	12	15	their	their	PRON
eblip-9192	12	16	virtual	virtual	ADJ
eblip-9192	12	17	chat	chat	NOUN
eblip-9192	12	18	reference	reference	NOUN
eblip-9192	12	19	experience	experience	NOUN
eblip-9192	12	20	for	for	ADP
eblip-9192	12	21	the	the	DET
eblip-9192	12	22	following	following	NOUN
eblip-9192	12	23	:	:	PUNCT
eblip-9192	12	24	approachability	approachability	NOUN
eblip-9192	12	25	;	;	PUNCT
eblip-9192	12	26	interest	interest	NOUN
eblip-9192	12	27	;	;	PUNCT
eblip-9192	12	28	listening	listen	VERB
eblip-9192	12	29	/	/	SYM
eblip-9192	12	30	inquiring	inquiring	NOUN
eblip-9192	12	31	;	;	PUNCT
eblip-9192	12	32	searching	search	VERB
eblip-9192	12	33	;	;	PUNCT
eblip-9192	12	34	follow	follow	VERB
eblip-9192	12	35	-	-	PUNCT
eblip-9192	12	36	up	up	NOUN
eblip-9192	12	37	;	;	PUNCT
eblip-9192	12	38	suggests	suggest	VERB
eblip-9192	12	39	patron	patron	NOUN
eblip-9192	12	40	call	call	VERB
eblip-9192	12	41	or	or	CCONJ
eblip-9192	12	42	visit	visit	VERB
eblip-9192	12	43	the	the	DET
eblip-9192	12	44	library	library	NOUN
eblip-9192	12	45	.	.	PUNCT
eblip-9192	13	1	main	main	ADJ
eblip-9192	13	2	results	result	NOUN
eblip-9192	13	3	–	–	PUNCT
eblip-9192	13	4	when	when	SCONJ
eblip-9192	13	5	evaluated	evaluate	VERB
eblip-9192	13	6	for	for	ADP
eblip-9192	13	7	jargonfree	jargonfree	ADJ
eblip-9192	13	8	websites	website	NOUN
eblip-9192	13	9	and	and	CCONJ
eblip-9192	13	10	overall	overall	ADJ
eblip-9192	13	11	usability	usability	NOUN
eblip-9192	13	12	in	in	ADP
eblip-9192	13	13	finding	find	VERB
eblip-9192	13	14	all	all	DET
eblip-9192	13	15	types	type	NOUN
eblip-9192	13	16	of	of	ADP
eblip-9192	13	17	reference	reference	NOUN
eblip-9192	13	18	services	service	NOUN
eblip-9192	13	19	,	,	PUNCT
eblip-9192	13	20	80	80	NUM
eblip-9192	13	21	%	%	NOUN
eblip-9192	13	22	of	of	ADP
eblip-9192	13	23	the	the	DET
eblip-9192	13	24	library	library	NOUN
eblip-9192	13	25	’s	’s	PART
eblip-9192	13	26	websites	website	NOUN
eblip-9192	13	27	were	be	AUX
eblip-9192	13	28	easy	easy	ADJ
eblip-9192	13	29	to	to	PART
eblip-9192	13	30	use	use	VERB
eblip-9192	13	31	and	and	CCONJ
eblip-9192	13	32	jargon	jargon	NOUN
eblip-9192	13	33	free	free	ADJ
eblip-9192	13	34	,	,	PUNCT
eblip-9192	13	35	reflecting	reflect	VERB
eblip-9192	13	36	overall	overall	ADJ
eblip-9192	13	37	high	high	ADJ
eblip-9192	13	38	usability	usability	NOUN
eblip-9192	13	39	.	.	PUNCT
eblip-9192	14	1	evaluation	evaluation	NOUN
eblip-9192	14	2	of	of	ADP
eblip-9192	14	3	library	library	ADJ
eblip-9192	14	4	staff	staff	NOUN
eblip-9192	14	5	’s	’s	PART
eblip-9192	14	6	ability	ability	NOUN
eblip-9192	14	7	to	to	PART
eblip-9192	14	8	maintain	maintain	VERB
eblip-9192	14	9	“	"	PUNCT
eblip-9192	14	10	word	word	NOUN
eblip-9192	14	11	contact	contact	NOUN
eblip-9192	14	12	”	"	PUNCT
eblip-9192	14	13	by	by	ADP
eblip-9192	14	14	writing	write	VERB
eblip-9192	14	15	prompts	prompt	NOUN
eblip-9192	14	16	to	to	PART
eblip-9192	14	17	convey	convey	VERB
eblip-9192	14	18	interest	interest	NOUN
eblip-9192	14	19	in	in	ADP
eblip-9192	14	20	the	the	DET
eblip-9192	14	21	patron	patron	NOUN
eblip-9192	14	22	’s	’s	PART
eblip-9192	14	23	question	question	NOUN
eblip-9192	14	24	left	leave	VERB
eblip-9192	14	25	some	some	DET
eblip-9192	14	26	room	room	NOUN
eblip-9192	14	27	for	for	ADP
eblip-9192	14	28	improvement	improvement	NOUN
eblip-9192	14	29	.	.	PUNCT
eblip-9192	15	1	sixty	sixty	NUM
eblip-9192	15	2	percent	percent	NOUN
eblip-9192	15	3	of	of	ADP
eblip-9192	15	4	researchers	researcher	NOUN
eblip-9192	15	5	coding	code	VERB
eblip-9192	15	6	their	their	PRON
eblip-9192	15	7	virtual	virtual	ADJ
eblip-9192	15	8	reference	reference	NOUN
eblip-9192	15	9	experience	experience	NOUN
eblip-9192	15	10	thought	think	VERB
eblip-9192	15	11	the	the	DET
eblip-9192	15	12	level	level	NOUN
eblip-9192	15	13	of	of	ADP
eblip-9192	15	14	contact	contact	NOUN
eblip-9192	15	15	was	be	AUX
eblip-9192	15	16	below	below	ADP
eblip-9192	15	17	expected	expect	VERB
eblip-9192	15	18	.	.	PUNCT
eblip-9192	16	1	information	information	NOUN
eblip-9192	16	2	regarding	regard	VERB
eblip-9192	16	3	question	question	NOUN
eblip-9192	16	4	and	and	CCONJ
eblip-9192	16	5	answering	answer	VERB
eblip-9192	16	6	procedures	procedure	NOUN
eblip-9192	16	7	,	,	PUNCT
eblip-9192	16	8	question	question	NOUN
eblip-9192	16	9	scope	scope	NOUN
eblip-9192	16	10	,	,	PUNCT
eblip-9192	16	11	types	type	NOUN
eblip-9192	16	12	of	of	ADP
eblip-9192	16	13	answers	answer	NOUN
eblip-9192	16	14	provided	provide	VERB
eblip-9192	16	15	and	and	CCONJ
eblip-9192	16	16	expected	expect	VERB
eblip-9192	16	17	turnaround	turnaround	NOUN
eblip-9192	16	18	time	time	NOUN
eblip-9192	16	19	for	for	ADP
eblip-9192	16	20	questions	question	NOUN
eblip-9192	16	21	was	be	AUX
eblip-9192	16	22	only	only	ADV
eblip-9192	16	23	available	available	ADJ
eblip-9192	16	24	in	in	ADP
eblip-9192	16	25	30	30	NUM
eblip-9192	16	26	%	%	NOUN
eblip-9192	16	27	of	of	ADP
eblip-9192	16	28	examined	examine	VERB
eblip-9192	16	29	websites	website	NOUN
eblip-9192	16	30	.	.	PUNCT
eblip-9192	17	1	thirty	thirty	NUM
eblip-9192	17	2	-	-	PUNCT
eblip-9192	17	3	five	five	NUM
eblip-9192	17	4	percent	percent	NOUN
eblip-9192	17	5	of	of	ADP
eblip-9192	17	6	researchers	researcher	NOUN
eblip-9192	17	7	felt	feel	VERB
eblip-9192	17	8	that	that	SCONJ
eblip-9192	17	9	library	library	ADJ
eblip-9192	17	10	staff	staff	NOUN
eblip-9192	17	11	members	member	NOUN
eblip-9192	17	12	gathered	gather	VERB
eblip-9192	17	13	enough	enough	ADJ
eblip-9192	17	14	information	information	NOUN
eblip-9192	17	15	to	to	PART
eblip-9192	17	16	answer	answer	VERB
eblip-9192	17	17	the	the	DET
eblip-9192	17	18	question	question	NOUN
eblip-9192	17	19	without	without	ADP
eblip-9192	17	20	compromising	compromise	VERB
eblip-9192	17	21	privacy	privacy	NOUN
eblip-9192	17	22	,	,	PUNCT
eblip-9192	17	23	however	however	ADV
eblip-9192	17	24	,	,	PUNCT
eblip-9192	17	25	25	25	NUM
eblip-9192	17	26	%	%	NOUN
eblip-9192	17	27	thought	think	VERB
eblip-9192	17	28	that	that	SCONJ
eblip-9192	17	29	staff	staff	NOUN
eblip-9192	17	30	members	member	NOUN
eblip-9192	17	31	gathered	gather	VERB
eblip-9192	17	32	a	a	DET
eblip-9192	17	33	very	very	ADV
eblip-9192	17	34	small	small	ADJ
eblip-9192	17	35	amount	amount	NOUN
eblip-9192	17	36	of	of	ADP
eblip-9192	17	37	information	information	NOUN
eblip-9192	17	38	on	on	ADP
eblip-9192	17	39	the	the	DET
eblip-9192	17	40	patron	patron	NOUN
eblip-9192	17	41	’s	’s	PART
eblip-9192	17	42	need	need	NOUN
eblip-9192	17	43	,	,	PUNCT
eblip-9192	17	44	although	although	SCONJ
eblip-9192	17	45	privacy	privacy	NOUN
eblip-9192	17	46	never	never	ADV
eblip-9192	17	47	felt	feel	VERB
eblip-9192	17	48	compromised	compromise	VERB
eblip-9192	17	49	.	.	PUNCT
eblip-9192	18	1	when	when	SCONJ
eblip-9192	18	2	researchers	researcher	NOUN
eblip-9192	18	3	evaluated	evaluate	VERB
eblip-9192	18	4	the	the	DET
eblip-9192	18	5	library	library	ADJ
eblip-9192	18	6	staff	staff	NOUN
eblip-9192	18	7	member	member	NOUN
eblip-9192	18	8	on	on	ADP
eblip-9192	18	9	their	their	PRON
eblip-9192	18	10	ability	ability	NOUN
eblip-9192	18	11	to	to	PART
eblip-9192	18	12	explain	explain	VERB
eblip-9192	18	13	how	how	SCONJ
eblip-9192	18	14	to	to	PART
eblip-9192	18	15	utilize	utilize	VERB
eblip-9192	18	16	resources	resource	NOUN
eblip-9192	18	17	properly	properly	ADV
eblip-9192	18	18	,	,	PUNCT
eblip-9192	18	19	50	50	NUM
eblip-9192	18	20	%	%	NOUN
eblip-9192	18	21	thought	think	VERB
eblip-9192	18	22	the	the	DET
eblip-9192	18	23	instruction	instruction	NOUN
eblip-9192	18	24	provided	provide	VERB
eblip-9192	18	25	was	be	AUX
eblip-9192	18	26	below	below	ADP
eblip-9192	18	27	average	average	ADJ
eblip-9192	18	28	.	.	PUNCT
eblip-9192	19	1	although	although	SCONJ
eblip-9192	19	2	15	15	NUM
eblip-9192	19	3	%	%	NOUN
eblip-9192	19	4	believed	believe	VERB
eblip-9192	19	5	they	they	PRON
eblip-9192	19	6	received	receive	VERB
eblip-9192	19	7	“	"	PUNCT
eblip-9192	19	8	superior	superior	ADJ
eblip-9192	19	9	instruction	instruction	NOUN
eblip-9192	19	10	.	.	PUNCT
eblip-9192	19	11	”	"	PUNCT
eblip-9192	20	1	seventy	seventy	NUM
eblip-9192	20	2	-	-	PUNCT
eblip-9192	20	3	five	five	NUM
eblip-9192	20	4	percent	percent	NOUN
eblip-9192	20	5	of	of	ADP
eblip-9192	20	6	the	the	DET
eblip-9192	20	7	researchers	researcher	NOUN
eblip-9192	20	8	were	be	AUX
eblip-9192	20	9	not	not	PART
eblip-9192	20	10	asked	ask	VERB
eblip-9192	20	11	by	by	ADP
eblip-9192	20	12	a	a	DET
eblip-9192	20	13	library	library	NOUN
eblip-9192	20	14	staff	staff	NOUN
eblip-9192	20	15	member	member	NOUN
eblip-9192	20	16	if	if	SCONJ
eblip-9192	20	17	the	the	DET
eblip-9192	20	18	question	question	NOUN
eblip-9192	20	19	received	receive	VERB
eblip-9192	20	20	an	an	DET
eblip-9192	20	21	adequate	adequate	ADJ
eblip-9192	20	22	answer	answer	NOUN
eblip-9192	20	23	,	,	PUNCT
eblip-9192	20	24	50	50	NUM
eblip-9192	20	25	%	%	NOUN
eblip-9192	20	26	of	of	ADP
eblip-9192	20	27	reference	reference	NOUN
eblip-9192	20	28	transactions	transaction	NOUN
eblip-9192	20	29	library	library	ADJ
eblip-9192	20	30	staff	staff	NOUN
eblip-9192	20	31	did	do	AUX
eblip-9192	20	32	not	not	PART
eblip-9192	20	33	consult	consult	VERB
eblip-9192	20	34	a	a	DET
eblip-9192	20	35	librarian	librarian	NOUN
eblip-9192	20	36	or	or	CCONJ
eblip-9192	20	37	expert	expert	NOUN
eblip-9192	20	38	,	,	PUNCT
eblip-9192	20	39	and	and	CCONJ
eblip-9192	20	40	in	in	ADP
eblip-9192	20	41	55	55	NUM
eblip-9192	20	42	%	%	NOUN
eblip-9192	20	43	of	of	ADP
eblip-9192	20	44	transactions	transaction	NOUN
eblip-9192	20	45	the	the	DET
eblip-9192	20	46	staff	staff	NOUN
eblip-9192	20	47	member	member	NOUN
eblip-9192	20	48	did	do	AUX
eblip-9192	20	49	not	not	PART
eblip-9192	20	50	suggest	suggest	VERB
eblip-9192	20	51	that	that	SCONJ
eblip-9192	20	52	the	the	DET
eblip-9192	20	53	patron	patron	NOUN
eblip-9192	20	54	visit	visit	NOUN
eblip-9192	20	55	or	or	CCONJ
eblip-9192	20	56	call	call	VERB
eblip-9192	20	57	the	the	DET
eblip-9192	20	58	library	library	NOUN
eblip-9192	20	59	.	.	PUNCT
eblip-9192	21	1	conclusion	conclusion	NOUN
eblip-9192	21	2	–	–	PUNCT
eblip-9192	21	3	while	while	SCONJ
eblip-9192	21	4	the	the	DET
eblip-9192	21	5	researchers	researcher	NOUN
eblip-9192	21	6	received	receive	VERB
eblip-9192	21	7	some	some	DET
eblip-9192	21	8	valuable	valuable	ADJ
eblip-9192	21	9	information	information	NOUN
eblip-9192	21	10	about	about	ADP
eblip-9192	21	11	the	the	DET
eblip-9192	21	12	need	need	NOUN
eblip-9192	21	13	to	to	PART
eblip-9192	21	14	improve	improve	VERB
eblip-9192	21	15	virtual	virtual	ADJ
eblip-9192	21	16	reference	reference	NOUN
eblip-9192	21	17	services	service	NOUN
eblip-9192	21	18	in	in	ADP
eblip-9192	21	19	academic	academic	ADJ
eblip-9192	21	20	libraries	library	NOUN
eblip-9192	21	21	,	,	PUNCT
eblip-9192	21	22	there	there	PRON
eblip-9192	21	23	were	be	VERB
eblip-9192	21	24	some	some	DET
eblip-9192	21	25	flaws	flaw	NOUN
eblip-9192	21	26	in	in	ADP
eblip-9192	21	27	their	their	PRON
eblip-9192	21	28	research	research	NOUN
eblip-9192	21	29	.	.	PUNCT
eblip-9192	22	1	the	the	DET
eblip-9192	22	2	question	question	NOUN
eblip-9192	22	3	they	they	PRON
eblip-9192	22	4	developed	develop	VERB
eblip-9192	22	5	was	be	AUX
eblip-9192	22	6	almost	almost	ADV
eblip-9192	22	7	too	too	ADV
eblip-9192	22	8	clear	clear	ADJ
eblip-9192	22	9	and	and	CCONJ
eblip-9192	22	10	made	make	VERB
eblip-9192	22	11	it	it	PRON
eblip-9192	22	12	difficult	difficult	ADJ
eblip-9192	22	13	for	for	SCONJ
eblip-9192	22	14	the	the	DET
eblip-9192	22	15	individual	individual	NOUN
eblip-9192	22	16	answering	answer	VERB
eblip-9192	22	17	the	the	DET
eblip-9192	22	18	chat	chat	PROPN
eblip-9192	22	19	reference	reference	NOUN
eblip-9192	22	20	to	to	PART
eblip-9192	22	21	adequately	adequately	ADV
eblip-9192	22	22	perform	perform	VERB
eblip-9192	22	23	a	a	DET
eblip-9192	22	24	reference	reference	NOUN
eblip-9192	22	25	interview	interview	NOUN
eblip-9192	22	26	or	or	CCONJ
eblip-9192	22	27	ask	ask	VERB
eblip-9192	22	28	probing	probe	VERB
eblip-9192	22	29	questions	question	NOUN
eblip-9192	22	30	.	.	PUNCT
eblip-9192	23	1	it	it	PRON
eblip-9192	23	2	is	be	AUX
eblip-9192	23	3	possible	possible	ADJ
eblip-9192	23	4	that	that	SCONJ
eblip-9192	23	5	because	because	SCONJ
eblip-9192	23	6	researchers	researcher	NOUN
eblip-9192	23	7	carefully	carefully	ADV
eblip-9192	23	8	planned	plan	VERB
eblip-9192	23	9	out	out	ADP
eblip-9192	23	10	their	their	PRON
eblip-9192	23	11	question	question	NOUN
eblip-9192	23	12	they	they	PRON
eblip-9192	23	13	set	set	VERB
eblip-9192	23	14	themselves	themselves	PRON
eblip-9192	23	15	up	up	ADP
eblip-9192	23	16	to	to	PART
eblip-9192	23	17	create	create	VERB
eblip-9192	23	18	an	an	DET
eblip-9192	23	19	interaction	interaction	NOUN
eblip-9192	23	20	that	that	PRON
eblip-9192	23	21	would	would	AUX
eblip-9192	23	22	not	not	PART
eblip-9192	23	23	normally	normally	ADV
eblip-9192	23	24	occur	occur	VERB
eblip-9192	23	25	in	in	ADP
eblip-9192	23	26	a	a	DET
eblip-9192	23	27	virtual	virtual	ADJ
eblip-9192	23	28	chat	chat	NOUN
eblip-9192	23	29	reference	reference	NOUN
eblip-9192	23	30	environment	environment	NOUN
eblip-9192	23	31	.	.	PUNCT
eblip-9192	24	1	also	also	ADV
eblip-9192	24	2	,	,	PUNCT
eblip-9192	24	3	because	because	SCONJ
eblip-9192	24	4	researchers	researcher	NOUN
eblip-9192	24	5	were	be	AUX
eblip-9192	24	6	unable	unable	ADJ
eblip-9192	24	7	to	to	PART
eblip-9192	24	8	evaluate	evaluate	VERB
eblip-9192	24	9	what	what	PRON
eblip-9192	24	10	was	be	AUX
eblip-9192	24	11	occurring	occur	VERB
eblip-9192	24	12	in	in	ADP
eblip-9192	24	13	the	the	DET
eblip-9192	24	14	environment	environment	NOUN
eblip-9192	24	15	surrounding	surround	VERB
eblip-9192	24	16	the	the	DET
eblip-9192	24	17	virtual	virtual	ADJ
eblip-9192	24	18	chat	chat	NOUN
eblip-9192	24	19	reference	reference	NOUN
eblip-9192	24	20	providers	provider	NOUN
eblip-9192	24	21	it	it	PRON
eblip-9192	24	22	was	be	AUX
eblip-9192	24	23	impossible	impossible	ADJ
eblip-9192	24	24	to	to	PART
eblip-9192	24	25	make	make	VERB
eblip-9192	24	26	a	a	DET
eblip-9192	24	27	judgment	judgment	NOUN
eblip-9192	24	28	on	on	ADP
eblip-9192	24	29	the	the	DET
eblip-9192	24	30	speed	speed	NOUN
eblip-9192	24	31	or	or	CCONJ
eblip-9192	24	32	length	length	NOUN
eblip-9192	24	33	of	of	ADP
eblip-9192	24	34	the	the	DET
eblip-9192	24	35	interaction	interaction	NOUN
eblip-9192	24	36	.	.	PUNCT
eblip-9192	25	1	the	the	DET
eblip-9192	25	2	researchers	researcher	NOUN
eblip-9192	25	3	did	do	AUX
eblip-9192	25	4	come	come	VERB
eblip-9192	25	5	away	away	ADV
eblip-9192	25	6	from	from	ADP
eblip-9192	25	7	the	the	DET
eblip-9192	25	8	study	study	NOUN
eblip-9192	25	9	with	with	ADP
eblip-9192	25	10	results	result	NOUN
eblip-9192	25	11	that	that	PRON
eblip-9192	25	12	point	point	VERB
eblip-9192	25	13	to	to	ADP
eblip-9192	25	14	a	a	DET
eblip-9192	25	15	need	need	NOUN
eblip-9192	25	16	to	to	PART
eblip-9192	25	17	utilize	utilize	VERB
eblip-9192	25	18	the	the	DET
eblip-9192	25	19	rusa	rusa	NOUN
eblip-9192	25	20	guidelines	guideline	NOUN
eblip-9192	25	21	in	in	ADP
eblip-9192	25	22	order	order	NOUN
eblip-9192	25	23	to	to	PART
eblip-9192	25	24	conduct	conduct	VERB
eblip-9192	25	25	effective	effective	ADJ
eblip-9192	25	26	reference	reference	NOUN
eblip-9192	25	27	interviews	interview	NOUN
eblip-9192	25	28	,	,	PUNCT
eblip-9192	25	29	maintain	maintain	VERB
eblip-9192	25	30	appropriate	appropriate	ADJ
eblip-9192	25	31	contact	contact	NOUN
eblip-9192	25	32	with	with	ADP
eblip-9192	25	33	the	the	DET
eblip-9192	25	34	user	user	NOUN
eblip-9192	25	35	when	when	SCONJ
eblip-9192	25	36	engaging	engage	VERB
eblip-9192	25	37	in	in	ADP
eblip-9192	25	38	chat	chat	PROPN
eblip-9192	25	39	reference	reference	NOUN
eblip-9192	25	40	,	,	PUNCT
eblip-9192	25	41	provide	provide	VERB
eblip-9192	25	42	instruction	instruction	NOUN
eblip-9192	25	43	and	and	CCONJ
eblip-9192	25	44	point	point	NOUN
eblip-9192	25	45	patrons	patron	NOUN
eblip-9192	25	46	to	to	ADP
eblip-9192	25	47	quality	quality	NOUN
eblip-9192	25	48	resources	resource	NOUN
eblip-9192	25	49	as	as	ADV
eblip-9192	25	50	well	well	ADV
eblip-9192	25	51	as	as	ADP
eblip-9192	25	52	consult	consult	VERB
eblip-9192	25	53	an	an	DET
eblip-9192	25	54	expert	expert	NOUN
eblip-9192	25	55	on	on	ADP
eblip-9192	25	56	the	the	DET
eblip-9192	25	57	topic	topic	NOUN
eblip-9192	25	58	if	if	SCONJ
eblip-9192	25	59	needed	need	VERB
eblip-9192	25	60	.	.	PUNCT
eblip-9192	26	1	they	they	PRON
eblip-9192	26	2	surmised	surmise	VERB
eblip-9192	26	3	that	that	SCONJ
eblip-9192	26	4	if	if	SCONJ
eblip-9192	26	5	libraries	library	NOUN
eblip-9192	26	6	utilized	utilize	VERB
eblip-9192	26	7	these	these	DET
eblip-9192	26	8	guidelines	guideline	NOUN
eblip-9192	26	9	,	,	PUNCT
eblip-9192	26	10	virtual	virtual	ADJ
eblip-9192	26	11	chat	chat	NOUN
eblip-9192	26	12	reference	reference	NOUN
eblip-9192	26	13	services	service	NOUN
eblip-9192	26	14	would	would	AUX
eblip-9192	26	15	be	be	AUX
eblip-9192	26	16	improved	improve	VERB
eblip-9192	26	17	.	.	PUNCT
eblip-9192	27	1	commentary	commentary	NOUN
eblip-9192	27	2	the	the	DET
eblip-9192	27	3	researchers	researcher	NOUN
eblip-9192	27	4	identify	identify	VERB
eblip-9192	27	5	limitations	limitation	NOUN
eblip-9192	27	6	of	of	ADP
eblip-9192	27	7	the	the	DET
eblip-9192	27	8	study	study	NOUN
eblip-9192	27	9	and	and	CCONJ
eblip-9192	27	10	give	give	VERB
eblip-9192	27	11	those	those	PRON
eblip-9192	27	12	who	who	PRON
eblip-9192	27	13	would	would	AUX
eblip-9192	27	14	like	like	VERB
eblip-9192	27	15	to	to	PART
eblip-9192	27	16	explore	explore	VERB
eblip-9192	27	17	virtual	virtual	ADJ
eblip-9192	27	18	reference	reference	NOUN
eblip-9192	27	19	quality	quality	NOUN
eblip-9192	27	20	further	far	ADV
eblip-9192	27	21	a	a	DET
eblip-9192	27	22	few	few	ADJ
eblip-9192	27	23	ideas	idea	NOUN
eblip-9192	27	24	to	to	PART
eblip-9192	27	25	consider	consider	VERB
eblip-9192	27	26	.	.	PUNCT
eblip-9192	28	1	the	the	DET
eblip-9192	28	2	two	two	NUM
eblip-9192	28	3	-	-	PUNCT
eblip-9192	28	4	part	part	NOUN
eblip-9192	28	5	reference	reference	NOUN
eblip-9192	28	6	question	question	NOUN
eblip-9192	28	7	posed	pose	VERB
eblip-9192	28	8	by	by	ADP
eblip-9192	28	9	the	the	DET
eblip-9192	28	10	users	user	NOUN
eblip-9192	28	11	to	to	ADP
eblip-9192	28	12	the	the	DET
eblip-9192	28	13	library	library	NOUN
eblip-9192	28	14	staff	staff	NOUN
eblip-9192	28	15	did	do	AUX
eblip-9192	28	16	not	not	PART
eblip-9192	28	17	prompt	prompt	VERB
eblip-9192	28	18	an	an	DET
eblip-9192	28	19	in	in	ADP
eblip-9192	28	20	-	-	PUNCT
eblip-9192	28	21	depth	depth	NOUN
eblip-9192	28	22	reference	reference	NOUN
eblip-9192	28	23	interview	interview	NOUN
eblip-9192	28	24	because	because	SCONJ
eblip-9192	28	25	the	the	DET
eblip-9192	28	26	question	question	NOUN
eblip-9192	28	27	was	be	AUX
eblip-9192	28	28	very	very	ADV
eblip-9192	28	29	clear	clear	ADJ
eblip-9192	28	30	.	.	PUNCT
eblip-9192	29	1	evidence	evidence	NOUN
eblip-9192	29	2	based	base	VERB
eblip-9192	29	3	library	library	NOUN
eblip-9192	29	4	and	and	CCONJ
eblip-9192	29	5	information	information	NOUN
eblip-9192	29	6	practice	practice	NOUN
eblip-9192	29	7	2010	2010	NUM
eblip-9192	29	8	,	,	PUNCT
eblip-9192	29	9	5.4	5.4	NUM
eblip-9192	29	10	107	107	NUM
eblip-9192	29	11	if	if	SCONJ
eblip-9192	29	12	the	the	DET
eblip-9192	29	13	question	question	NOUN
eblip-9192	29	14	posed	pose	VERB
eblip-9192	29	15	was	be	AUX
eblip-9192	29	16	ambiguous	ambiguous	ADJ
eblip-9192	29	17	it	it	PRON
eblip-9192	29	18	is	be	AUX
eblip-9192	29	19	possible	possible	ADJ
eblip-9192	29	20	that	that	SCONJ
eblip-9192	29	21	the	the	DET
eblip-9192	29	22	library	library	ADJ
eblip-9192	29	23	staff	staff	NOUN
eblip-9192	29	24	would	would	AUX
eblip-9192	29	25	have	have	AUX
eblip-9192	29	26	asked	ask	VERB
eblip-9192	29	27	more	more	ADJ
eblip-9192	29	28	questions	question	NOUN
eblip-9192	29	29	of	of	ADP
eblip-9192	29	30	the	the	DET
eblip-9192	29	31	user	user	NOUN
eblip-9192	29	32	.	.	PUNCT
eblip-9192	30	1	by	by	ADP
eblip-9192	30	2	selecting	select	VERB
eblip-9192	30	3	only	only	ADV
eblip-9192	30	4	one	one	NUM
eblip-9192	30	5	question	question	NOUN
eblip-9192	30	6	to	to	PART
eblip-9192	30	7	ask	ask	VERB
eblip-9192	30	8	of	of	ADP
eblip-9192	30	9	the	the	DET
eblip-9192	30	10	virtual	virtual	ADJ
eblip-9192	30	11	chat	chat	NOUN
eblip-9192	30	12	reference	reference	NOUN
eblip-9192	30	13	providers	provider	NOUN
eblip-9192	30	14	,	,	PUNCT
eblip-9192	30	15	the	the	DET
eblip-9192	30	16	data	datum	NOUN
eblip-9192	30	17	available	available	ADJ
eblip-9192	30	18	was	be	AUX
eblip-9192	30	19	limited	limited	ADJ
eblip-9192	30	20	.	.	PUNCT
eblip-9192	31	1	if	if	SCONJ
eblip-9192	31	2	the	the	DET
eblip-9192	31	3	researchers	researcher	NOUN
eblip-9192	31	4	had	have	AUX
eblip-9192	31	5	utilized	utilize	VERB
eblip-9192	31	6	several	several	ADJ
eblip-9192	31	7	questions	question	NOUN
eblip-9192	31	8	of	of	ADP
eblip-9192	31	9	various	various	ADJ
eblip-9192	31	10	levels	level	NOUN
eblip-9192	31	11	of	of	ADP
eblip-9192	31	12	difficulty	difficulty	NOUN
eblip-9192	31	13	,	,	PUNCT
eblip-9192	31	14	perhaps	perhaps	ADV
eblip-9192	31	15	quality	quality	NOUN
eblip-9192	31	16	of	of	ADP
eblip-9192	31	17	service	service	NOUN
eblip-9192	31	18	would	would	AUX
eblip-9192	31	19	be	be	AUX
eblip-9192	31	20	easier	easy	ADJ
eblip-9192	31	21	to	to	PART
eblip-9192	31	22	clearly	clearly	ADV
eblip-9192	31	23	evaluate	evaluate	VERB
eblip-9192	31	24	.	.	PUNCT
eblip-9192	32	1	researchers	researcher	NOUN
eblip-9192	32	2	also	also	ADV
eblip-9192	32	3	evaluated	evaluate	VERB
eblip-9192	32	4	their	their	PRON
eblip-9192	32	5	virtual	virtual	ADJ
eblip-9192	32	6	chat	chat	NOUN
eblip-9192	32	7	reference	reference	NOUN
eblip-9192	32	8	experience	experience	NOUN
eblip-9192	32	9	by	by	ADP
eblip-9192	32	10	looking	look	VERB
eblip-9192	32	11	at	at	ADP
eblip-9192	32	12	whether	whether	SCONJ
eblip-9192	32	13	or	or	CCONJ
eblip-9192	32	14	not	not	PART
eblip-9192	32	15	library	library	ADJ
eblip-9192	32	16	staff	staff	NOUN
eblip-9192	32	17	or	or	CCONJ
eblip-9192	32	18	librarians	librarian	NOUN
eblip-9192	32	19	consulted	consult	VERB
eblip-9192	32	20	experts	expert	NOUN
eblip-9192	32	21	to	to	PART
eblip-9192	32	22	effectively	effectively	ADV
eblip-9192	32	23	answer	answer	VERB
eblip-9192	32	24	the	the	DET
eblip-9192	32	25	question	question	NOUN
eblip-9192	32	26	.	.	PUNCT
eblip-9192	33	1	experts	expert	NOUN
eblip-9192	33	2	need	need	AUX
eblip-9192	33	3	not	not	PART
eblip-9192	33	4	be	be	AUX
eblip-9192	33	5	consulted	consult	VERB
eblip-9192	33	6	for	for	ADP
eblip-9192	33	7	“	"	PUNCT
eblip-9192	33	8	manageable	manageable	ADJ
eblip-9192	33	9	”	"	PUNCT
eblip-9192	33	10	or	or	CCONJ
eblip-9192	33	11	simple	simple	ADJ
eblip-9192	33	12	reference	reference	NOUN
eblip-9192	33	13	questions	question	NOUN
eblip-9192	33	14	,	,	PUNCT
eblip-9192	33	15	hence	hence	ADV
eblip-9192	33	16	another	another	DET
eblip-9192	33	17	reason	reason	NOUN
eblip-9192	33	18	to	to	PART
eblip-9192	33	19	use	use	VERB
eblip-9192	33	20	several	several	ADJ
eblip-9192	33	21	questions	question	NOUN
eblip-9192	33	22	of	of	ADP
eblip-9192	33	23	varying	vary	VERB
eblip-9192	33	24	levels	level	NOUN
eblip-9192	33	25	of	of	ADP
eblip-9192	33	26	difficulty	difficulty	NOUN
eblip-9192	33	27	.	.	PUNCT
eblip-9192	34	1	another	another	DET
eblip-9192	34	2	important	important	ADJ
eblip-9192	34	3	aspect	aspect	NOUN
eblip-9192	34	4	missing	miss	VERB
eblip-9192	34	5	from	from	ADP
eblip-9192	34	6	this	this	DET
eblip-9192	34	7	study	study	NOUN
eblip-9192	34	8	is	be	AUX
eblip-9192	34	9	that	that	SCONJ
eblip-9192	34	10	it	it	PRON
eblip-9192	34	11	is	be	AUX
eblip-9192	34	12	not	not	PART
eblip-9192	34	13	known	know	VERB
eblip-9192	34	14	how	how	SCONJ
eblip-9192	34	15	much	much	ADJ
eblip-9192	34	16	training	training	NOUN
eblip-9192	34	17	library	library	NOUN
eblip-9192	34	18	staff	staff	NOUN
eblip-9192	34	19	had	have	VERB
eblip-9192	34	20	on	on	ADP
eblip-9192	34	21	providing	provide	VERB
eblip-9192	34	22	virtual	virtual	ADJ
eblip-9192	34	23	reference	reference	NOUN
eblip-9192	34	24	services	service	NOUN
eblip-9192	34	25	.	.	PUNCT
eblip-9192	35	1	also	also	ADV
eblip-9192	35	2	,	,	PUNCT
eblip-9192	35	3	because	because	SCONJ
eblip-9192	35	4	the	the	DET
eblip-9192	35	5	user	user	NOUN
eblip-9192	35	6	had	have	VERB
eblip-9192	35	7	to	to	PART
eblip-9192	35	8	appear	appear	VERB
eblip-9192	35	9	to	to	PART
eblip-9192	35	10	be	be	AUX
eblip-9192	35	11	a	a	DET
eblip-9192	35	12	regular	regular	ADJ
eblip-9192	35	13	patron	patron	NOUN
eblip-9192	35	14	who	who	PRON
eblip-9192	35	15	is	be	AUX
eblip-9192	35	16	unaware	unaware	ADJ
eblip-9192	35	17	of	of	ADP
eblip-9192	35	18	library	library	ADJ
eblip-9192	35	19	jargon	jargon	PROPN
eblip-9192	35	20	,	,	PUNCT
eblip-9192	35	21	the	the	DET
eblip-9192	35	22	level	level	NOUN
eblip-9192	35	23	of	of	ADP
eblip-9192	35	24	expertise	expertise	NOUN
eblip-9192	35	25	of	of	ADP
eblip-9192	35	26	the	the	DET
eblip-9192	35	27	respondent	respondent	NOUN
eblip-9192	35	28	could	could	AUX
eblip-9192	35	29	not	not	PART
eblip-9192	35	30	be	be	AUX
eblip-9192	35	31	recorded	record	VERB
eblip-9192	35	32	.	.	PUNCT
eblip-9192	36	1	one	one	NUM
eblip-9192	36	2	of	of	ADP
eblip-9192	36	3	rusa	rusa	NOUN
eblip-9192	36	4	’s	’s	PART
eblip-9192	36	5	guidelines	guideline	NOUN
eblip-9192	36	6	discusses	discuss	VERB
eblip-9192	36	7	the	the	DET
eblip-9192	36	8	importance	importance	NOUN
eblip-9192	36	9	of	of	ADP
eblip-9192	36	10	maintaining	maintain	VERB
eblip-9192	36	11	“	"	PUNCT
eblip-9192	36	12	word	word	NOUN
eblip-9192	36	13	contact	contact	NOUN
eblip-9192	36	14	,	,	PUNCT
eblip-9192	36	15	”	"	PUNCT
eblip-9192	36	16	but	but	CCONJ
eblip-9192	36	17	what	what	PRON
eblip-9192	36	18	researchers	researcher	NOUN
eblip-9192	36	19	did	do	AUX
eblip-9192	36	20	not	not	PART
eblip-9192	36	21	consider	consider	VERB
eblip-9192	36	22	is	be	AUX
eblip-9192	36	23	the	the	DET
eblip-9192	36	24	type	type	NOUN
eblip-9192	36	25	of	of	ADP
eblip-9192	36	26	chat	chat	NOUN
eblip-9192	36	27	client	client	NOUN
eblip-9192	36	28	used	use	VERB
eblip-9192	36	29	.	.	PUNCT
eblip-9192	37	1	chat	chat	VERB
eblip-9192	37	2	clients	client	NOUN
eblip-9192	37	3	that	that	PRON
eblip-9192	37	4	do	do	AUX
eblip-9192	37	5	not	not	PART
eblip-9192	37	6	provide	provide	VERB
eblip-9192	37	7	sound	sound	NOUN
eblip-9192	37	8	alerts	alert	NOUN
eblip-9192	37	9	or	or	CCONJ
eblip-9192	37	10	other	other	ADJ
eblip-9192	37	11	prompts	prompt	NOUN
eblip-9192	37	12	could	could	AUX
eblip-9192	37	13	affect	affect	VERB
eblip-9192	37	14	responsiveness	responsiveness	NOUN
eblip-9192	37	15	especially	especially	ADV
eblip-9192	37	16	if	if	SCONJ
eblip-9192	37	17	another	another	DET
eblip-9192	37	18	patron	patron	NOUN
eblip-9192	37	19	interrupts	interrupt	VERB
eblip-9192	37	20	the	the	DET
eblip-9192	37	21	service	service	NOUN
eblip-9192	37	22	.	.	PUNCT
eblip-9192	38	1	usability	usability	NOUN
eblip-9192	38	2	of	of	ADP
eblip-9192	38	3	the	the	DET
eblip-9192	38	4	chat	chat	PROPN
eblip-9192	38	5	client	client	NOUN
eblip-9192	38	6	and	and	CCONJ
eblip-9192	38	7	the	the	DET
eblip-9192	38	8	library	library	NOUN
eblip-9192	38	9	staff	staff	NOUN
eblip-9192	38	10	’s	’s	PART
eblip-9192	38	11	comfort	comfort	NOUN
eblip-9192	38	12	level	level	NOUN
eblip-9192	38	13	and	and	CCONJ
eblip-9192	38	14	knowledge	knowledge	NOUN
eblip-9192	38	15	of	of	ADP
eblip-9192	38	16	how	how	SCONJ
eblip-9192	38	17	to	to	PART
eblip-9192	38	18	use	use	VERB
eblip-9192	38	19	the	the	DET
eblip-9192	38	20	client	client	NOUN
eblip-9192	38	21	could	could	AUX
eblip-9192	38	22	affect	affect	VERB
eblip-9192	38	23	maintenance	maintenance	NOUN
eblip-9192	38	24	of	of	ADP
eblip-9192	38	25	contact	contact	NOUN
eblip-9192	38	26	.	.	PUNCT
eblip-9192	39	1	while	while	SCONJ
eblip-9192	39	2	there	there	PRON
eblip-9192	39	3	are	be	VERB
eblip-9192	39	4	identified	identify	VERB
eblip-9192	39	5	limitations	limitation	NOUN
eblip-9192	39	6	provided	provide	VERB
eblip-9192	39	7	by	by	ADP
eblip-9192	39	8	the	the	DET
eblip-9192	39	9	researchers	researcher	NOUN
eblip-9192	39	10	and	and	CCONJ
eblip-9192	39	11	the	the	DET
eblip-9192	39	12	sample	sample	NOUN
eblip-9192	39	13	size	size	NOUN
eblip-9192	39	14	was	be	AUX
eblip-9192	39	15	not	not	PART
eblip-9192	39	16	particularly	particularly	ADV
eblip-9192	39	17	representative	representative	NOUN
eblip-9192	39	18	of	of	ADP
eblip-9192	39	19	the	the	DET
eblip-9192	39	20	academic	academic	ADJ
eblip-9192	39	21	libraries	library	NOUN
eblip-9192	39	22	in	in	ADP
eblip-9192	39	23	the	the	DET
eblip-9192	39	24	united	united	PROPN
eblip-9192	39	25	states	states	PROPN
eblip-9192	39	26	,	,	PUNCT
eblip-9192	39	27	the	the	DET
eblip-9192	39	28	study	study	NOUN
eblip-9192	39	29	does	do	AUX
eblip-9192	39	30	reflect	reflect	VERB
eblip-9192	39	31	on	on	ADP
eblip-9192	39	32	what	what	PRON
eblip-9192	39	33	aspects	aspect	NOUN
eblip-9192	39	34	of	of	ADP
eblip-9192	39	35	virtual	virtual	ADJ
eblip-9192	39	36	reference	reference	NOUN
eblip-9192	39	37	need	need	VERB
eblip-9192	39	38	improvement	improvement	NOUN
eblip-9192	39	39	and	and	CCONJ
eblip-9192	39	40	provides	provide	VERB
eblip-9192	39	41	some	some	DET
eblip-9192	39	42	evidence	evidence	NOUN
eblip-9192	39	43	of	of	ADP
eblip-9192	39	44	what	what	PRON
eblip-9192	39	45	users	user	NOUN
eblip-9192	39	46	expect	expect	VERB
eblip-9192	39	47	from	from	ADP
eblip-9192	39	48	virtual	virtual	ADJ
eblip-9192	39	49	reference	reference	NOUN
eblip-9192	39	50	service	service	NOUN
eblip-9192	39	51	.	.	PUNCT
eblip-9192	40	1	unfortunately	unfortunately	ADV
eblip-9192	40	2	,	,	PUNCT
eblip-9192	40	3	it	it	PRON
eblip-9192	40	4	would	would	AUX
eblip-9192	40	5	be	be	AUX
eblip-9192	40	6	difficult	difficult	ADJ
eblip-9192	40	7	to	to	PART
eblip-9192	40	8	point	point	VERB
eblip-9192	40	9	other	other	ADJ
eblip-9192	40	10	researchers	researcher	NOUN
eblip-9192	40	11	to	to	ADP
eblip-9192	40	12	this	this	DET
eblip-9192	40	13	paper	paper	NOUN
eblip-9192	40	14	as	as	ADP
eblip-9192	40	15	an	an	DET
eblip-9192	40	16	example	example	NOUN
eblip-9192	40	17	since	since	SCONJ
eblip-9192	40	18	there	there	PRON
eblip-9192	40	19	are	be	VERB
eblip-9192	40	20	so	so	ADV
eblip-9192	40	21	many	many	ADJ
eblip-9192	40	22	flaws	flaw	NOUN
eblip-9192	40	23	with	with	ADP
eblip-9192	40	24	the	the	DET
eblip-9192	40	25	research	research	NOUN
eblip-9192	40	26	.	.	PUNCT
eblip-9192	41	1	there	there	PRON
eblip-9192	41	2	are	be	VERB
eblip-9192	41	3	other	other	ADJ
eblip-9192	41	4	higher	high	ADJ
eblip-9192	41	5	quality	quality	NOUN
eblip-9192	41	6	studies	study	NOUN
eblip-9192	41	7	available	available	ADJ
eblip-9192	41	8	that	that	PRON
eblip-9192	41	9	evaluate	evaluate	VERB
eblip-9192	41	10	virtual	virtual	ADJ
eblip-9192	41	11	chat	chat	NOUN
eblip-9192	41	12	reference	reference	NOUN
eblip-9192	41	13	services	service	NOUN
eblip-9192	41	14	against	against	ADP
eblip-9192	41	15	the	the	DET
eblip-9192	41	16	rusa	rusa	NOUN
eblip-9192	41	17	guidelines	guideline	NOUN
eblip-9192	41	18	.	.	PUNCT
eblip-9192	42	1	/	/	SYM
eblip-9192	42	2	evidence	evidence	NOUN
eblip-9192	42	3	based	base	VERB
eblip-9192	42	4	library	library	NOUN
eblip-9192	42	5	and	and	CCONJ
eblip-9192	42	6	information	information	NOUN
eblip-9192	42	7	practice	practice	NOUN
eblip-9192	42	8	evidence	evidence	NOUN
eblip-9192	42	9	summary	summary	NOUN