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Digital reference services: Framework for analysis and evaluation. Library and Information Science Research, 23 (3): 211--231 (2001)A taxonomy of relationships between images and text., and . J. Documentation, 59 (6): 647-672 (2003)Questions in reference interviews.. J. Documentation, 54 (4): 443-465 (1998)Content Analysis: A Flexible Methodology., and . Libr. Trends, 55 (1): 22-45 (2006)A user-based design process for Web sites., , and . OCLC Syst. Serv., 15 (1): 35-44 (1999)Evaluation of Chat Reference Service Quality: Pilot Study., , and . D Lib Mag., (2003)Questions as a factor in Web search strategy., and . Inf. Process. Manag., 37 (5): 721-740 (2001)Identifying user-based criteria for Web pages., , and . Internet Res., 7 (4): 252-262 (1997)Beyond dictionaries: Understanding information behavior of professional translators., , and . J. Documentation, 64 (4): 576-601 (2008)Plans for an information literacy course., and . SIGUCCS, page 231-234. ACM, (1994)