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Berinstein, P.: Communicating with library users : a self-study program (1994)
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Hammond, C.C.; Brown, S.W.: Citation searching : search smarter & find more (2008)
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Radford, M.L.: Encountering virtual users : a qualitative investigation of interpersonal communication in chat reference (2006)
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Radford, M.L.: Communication theory applied to the reference encounter : an analysis of critical incidents (1996)
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Radford, M.L.: Approach or avoidance? : The role of nonverbal communication in the academic library user's decision to initiate a reference encounter (1998)
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