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Book dossier
by Lynne M. Martin, Susan Griswold Blandy
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Conflicts in reference services
William A. Katz
Reference and online services handbook
The Impact of Emerging Technologies on Reference Service and Bibliographic Instruction
Gary M. Pitkin
A librarian's guide to telephone reference service
Rochelle Yates
Implementing digital reference services
Virtual Reference Desk Conference (3rd 2001 Orlando, Fla.)
The digital reference research agenda
Digital Reference Research Symposium (2002 Harvard University)
Delivering satisfaction and service quality
Hernon, Peter.
Evaluation of reference services
Know It All Find It Fast For Academic Libraries
Heather Dawson
