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Makinen, R.H.: Scheduling technical services staff at the reference desk (1998)
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Summerhill, K.S.: ¬The high cost of reference : the need to reassess services and service delivery (1994)
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Li, J.; Wu, G.: Characteristics of reference transactions : challenges to librarian's roles (1998)
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Stevens, N.D.: First-hand reflections on the realities of reference service (1995)
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Shachaf, P.: ¬The paradox of expertise : is the Wikipedia Reference Desk as good as your library? (2009)
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