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Giannini, T.: Rethinking the reference interview : from interpersonal communication to online information process (1999)
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Solimine, G.: Qualita totale e qualita del colloquio (1993)
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Berinstein, P.: Communicating with library users : a self-study program (1994)
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Isaacson, D.: Pleasures and pitfalls that can make or break a reference encounter (1998)
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Radford, M.L.: Encountering virtual users : a qualitative investigation of interpersonal communication in chat reference (2006)
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