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Guidelines for behavioral performance of reference and information service professionals (1996)
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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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Rowley, J.: Knowing your customers (1997)
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Hoskisson, T.: Making the right assumptions : know your user and improve the reference interview (1998)
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Duckett, R.J.; Walker, P.; Donnelly, C.: Know it all, find it fast : an A-Z source guide for the enquiry desk (2008)
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