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Park, J.-r.; Li, G.; Burger, A.: Opening and closing rituals of the virtual reference service of the Internet Public Library (2010)
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Bates, M.E.: Finding the question behind the question (1998)
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Peterson, I.C.: Effective question negotiation in the reference interview (1997)
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Swartzberg, T.: Identifying and spreading expertise : The knowledge manager's brief: to disseminate a company's data and the know-how of its staff (1999)
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Radford, M.L.: Encountering virtual users : a qualitative investigation of interpersonal communication in chat reference (2006)
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