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Whitson, W.L.: Differentiated service : a new reference model (1995)
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Hixson, C.R.: CD-ROM and the undergraduate : reference and instruction at risk (1993)
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Massey-Burzio, V.: From the other side of the reference desk : a focus group study (1998)
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McCrank, L.J.: Reference expertise : paradigms, strategies, and systems (1993)
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Westbrook, L.; DeDecker, S.: Supporting user needs and skills to minimize library anxiety : considerations for academic libraries (1993)
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