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Westbrook, L.: Unanswerable questions at the IPL : user expectations of e-mail reference (2009)
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Engle, S.: Reference services and issues in resource sharing via NREN (1992)
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Radford, M.L.: Approach or avoidance? : The role of nonverbal communication in the academic library user's decision to initiate a reference encounter (1998)
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Lavin, M.R.: Improving the quality of business reference servcies (1995)
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Moore, B.J.: From reference class to reference desk : one year later (1998)
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