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Head, M.C.; Marcella, R.; Smith, J.M.: Are you being served? : The quality of business information provision in Scottish public libraries (1995)
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Coffman, S.: Going live : starting and running a virtual reference service (2003)
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Bunge, C.A.: Evaluating reference services and reference personnel : questions and answers from the literature (1994)
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Pomerantz, J.: ¬A conceptual framework and open research questions for chat-based reference service (2005)
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Quinn, B.: Beyond efficacy : the exemplar librarian as a new approach to reference evaluation (1994)
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