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Müllenbruck, S.: "Sind Sie ein Mensch?" : Auskunft per Chat an der UB Trier (2001)
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Albrecht, R.: Benutzersupport via Chat : Ein Praxis- und Erfahrungsbericht der HeBIS-Verbundzentrale (2012)
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Mautrich, M.: ¬Die Call Center-Euphorie : eine echte Chance für verbesserte und neue Dienstleistungen der Informationsspezialisten? (2000)
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Klas, C.-P.: DAFFODIL: Strategische Unterstützung bei der Informationssuche in Digitalen Bibliotheken (2007)
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