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Brandt, K.A.; Campbell, J.M.; Bryant, W.F.: Reflections on reference services (1996)
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Skinder, R.F.: ¬The information navigation system : a Web-based instruction and reference tool (1997)
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Fishman, D.L.: Managing the virtual reference desk : how to plan an effective reference e-mail system (1998)
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Massey-Burzio, V.: From the other side of the reference desk : a focus group study (1998)
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Hershey, J.: ¬The impact of the implementation of NOTIS on the technical services workflow at the Milton S. Eisenhower Library, Johns Hopkins University (1988)
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