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If you liked A critical incident analysis of the bahavior of academic reference libraries by John William Collins, start with Digital reference service in the new millennium (2000) and The Greenwood dictionary of education (2003). These recommendations are drawn from the same author, shared genres, and reader overlap on BookOrb.
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BookOrb recommends Digital reference service in the new millennium (2000) and The Greenwood dictionary of education (2003).
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A critical incident analysis of the bahavior of academic reference libraries is by John William Collins.