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Owen, T.: Success at the enquiry desk (1996)
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Buckland, M.: Redesigning library services : a manifesto (1992)
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Owen, T.: Success at the enquiry desk : Successful enquiry answering - every time (1998)
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Grogan, D.: Practical reference work (1992)
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Katz, W.A.: Introduction to reference work : Vol.1: Basic information sources; vol.2: Reference services and reference processes (1992)
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