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Westbrook, L.: Unanswerable questions at the IPL : user expectations of e-mail reference (2009)
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Kuhlthau, C.C.: ¬The concept of a zone of intervention for identifying the role of intermediaries in the information search process (1996)
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Blake, P.: ¬The arrival of free patent information : Internet provision of patent information for free is affecting vendors (1998)
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Armstrong, J.: Knowledge-based systems for users : enhancing the productivity of help desks (1992)
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Nicholas, D.: ¬An assessment of the online searching behaviour of practitioner end users (1996)
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