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Saxton, M.L.: Reference service evaluation and meta analysis : findings and methodological issues (1997)
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Shachaf, P.: ¬The paradox of expertise : is the Wikipedia Reference Desk as good as your library? (2009)
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Westbrook, L.: Digital information support for domestic violence victims (2007)
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Radford, M.L.: Encountering virtual users : a qualitative investigation of interpersonal communication in chat reference (2006)
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Roy, L.: Reference accuracy (1995)
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