id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-16045	Murphy, Sarah Anne; Moeller, Sherry Engle; Page, Jessica R.; Cerqua, Judith; Boarman, Mark	Leveraging Measurement System Analysis (MSA) to Improve Library Assessment: The Attribute Gage R&R	2009-11-01	10	.pdf	application/pdf	4581	177	38	A meeting was convened to review the RUSA Guidelines for Approachability, Listening/Inquiring, and Follow-Up behaviors, along with the OSU Libraries definitions for directional, basic, and specialist reference questions that were based on ARL definitions and used in the previous project. Examples: • Circulation policies • Fine disputes • Returns, claims • ILL, Article Express • Reserves • Referrals to technical departments within OSU libraries • Referrals to other departments at OSU • EZ-proxy/Off-campus sign-in issues • RefWorks • Questions about library programming • Complaints • Donation referrals B. Reference Question.	cache/crl-16045.pdf	txt/crl-16045.txt