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Starting and operating live virtual reference services: A how-to-do it manual for librarians
(Neal-Schuman Publishers, 2002)
Reports, requests, and recipient design: The management of patron queries in online reference chats
(American Society for Information Science and Technology, 2008-12)
The related fields of ethnomethodology (EM), founded by Harold Garfinkel, and conversation analysis (CA), as epitomized by the work of Harvey Sacks, offer unique insights into the operation of virtual reference services ...