Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures

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Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures. McClure, C., Lankes, R. David, Gross, M., and Choltco-Devlin, B. (2002). ERIC Clearinghouse on Information and Technology; Syracuse, NY.

https://davidlankes.org/rdlankes/Publications/Books/Quality.pdf

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