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Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns

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2001Communicating with and empowering international students with a library skills set123 cited
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2018Building bridges: librarians and autism spectrum disorder22 cited
1993Relational aspects of reference interactions : a qualitative investigation of the perceptions of users and librarians in the academic library20 cited

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2013First Impressions and the Reference Encounter: The Influence of Affect and Clothing on Librarian Approachability19 cited

1989Question Negotiation in the Archival Setting: The Use of Interpersonal Communication Techniques in the Reference Interview17 cited

1978A Theoretical Model and Definition of the Reference Process.15 cited

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2024Kentucky Public Librarians and Health Information: Experiences, Resource Use, Community Needs, and Roles for Academic Health Sciences Librarians1 cited