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Fourie, I.: Librarians and the claiming of new roles : how can we try to make a difference? (2004)
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Westbrook, L.: Unanswerable questions at the IPL : user expectations of e-mail reference (2009)
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Chen, K.-n.; Lin, P.-c.: Information literacy in university library user education (2011)
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Mendelsohn, J.: Perspectives on quality of reference service in an academic library : a qualitative study (1997)
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Maul, S.A.: Outstanding reference sources : the 1996 selection of recent titles (1996)
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