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Bunge, C.A.: Evaluating reference services and reference personnel : questions and answers from the literature (1994)
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Janes, J.; Hill, C.; Rolfe, A.: Ask-an-expert services analysis (2001)
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Quint, B.: Round the clock, round the world : delivering quality affordable data 24 hours a day will take us into the future (1998)
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Lochore, S.: How good are the free digital reference services? : a comparison of library-based and expert services (2004)
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Coffman, S.: Going live : starting and running a virtual reference service (2003)
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