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Hoskisson, T.: Making the right assumptions : know your user and improve the reference interview (1998)
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Heller, L.: Ergebnisse der Benutzerumfrage "Literaturverwaltung - Was ich benutze und was ich brauche", TIB/UB Hannover 2011 (2011)
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Janes, J.: Digital reference : reference librarians' experiences and attitudes (2002)
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Brown, J.D.: Using quality concepts to improve reference services (1994)
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Paim, I.; Nehmy, R.M.Q.; Guimaraes, C.G.: Problematizacao do conceito 'qualidade' da informacao (1996)
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