id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-14888	Brown, Janet Dagenais	Using Quality Concepts to Improve Reference Services	1994-05-01	10	.pdf	application/pdf	5714	302	58	THE PROBLEM While guidelines and definitions that describe quality reference service are helpful and stimulating to information providers, they do not really offer prac- tical direction. The Standards and Guidelines Committee of the Reference and Adult Services Divi- sion of the American Library Associa- tion, for example, has developed Infor- mation Services for Information Con- sumers: Guidelines for Providers, which outlines in detail what libraries must do to provide quality service to their patrons.	cache/crl-14888.pdf	txt/crl-14888.txt