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Fishman, D.L.: Managing the virtual reference desk : how to plan an effective reference e-mail system (1998)
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Dewdney, P.; Ross, C.S.: Flying a light aircraft : reference service evaluation from a user's viewpoint (1994)
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Abels, E.G.: ¬The e-mail reference interview (1996)
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Lagace, N.; McClennen, M.: Managing an Internet-based distributed reference service (1998)
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Bushallow-Wilbur, L.; DeVinney, G; Whitcomb, F.: Electronic mail reference service : a study (1996)
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