P. Watzlawick - J. H. Beavin - D. Jackson . Pragmatics of Human Communications: a study of interactional patterns, pathologies and paradoxes, New York, W.W.Norton, 1967 I.Hutchby.Conversation and technology: from the telephone to the Internet. Cambridge: Polity Press, 2001 A. Giddens, The consequences of modernity, Cambridge, UK, Polity Press, 1990. A.Giddens, Modernity and self-identity, Cambridge, UK, Polity Press. 1991 M. de Miribel. Quelques outils pour gérer le conflits internes en bibliotheques. Proceedings oh the 68th IFLA Council and General Conference, Glasgow, August 18-24, 2002 url W. Y. Arms. Automated digital libraries: how effectively computers can be used for the skilled tasks of professional librarianship ? D-lib July-August 2000 v.6 n.7/8 R.Kling , What is social informatics and why does it matter? , D-Lib Magazine, 5 (1999), 1,p.1-27, . A.P.Bishop, S.L.Star, Social informatics of digital libraries use and infrastructure, Annual review of information science and technology, 31 (1996), p.301-401. V.Comba. Comunicare nell'era digitale. Milano: Editrice Bibliografica, 2000 L.Zick. The work of information mediators: a comparison of librarians and intelligent software agents. First Monday, v.5.n.5. May 2000. In:La nouvelle communication, Textes [G.Bateson - R Birdwhistell - E.Goffman - E.T.Hall - D.Jackson - A. Scheflen - S.Sigman - P.Watzlawick], recuellis et présentés par Yves Winkin, Paris, Editions du Seuil, 1981 D.Marmion. Listening to our users. Editorial. Information Technology and Libraries vol.21, n.2 June 2002 http://www.lita.org/ital/2102_editorial.html S.G.Cohen, D.Mankin. Collaboration in the Virtual Organization. Trends in Organization Behavior v. 6, chapter 7, p.105-120. M.B.Twidale, D.M.Nichols, Browsing is a collaborative process, An interesting project on this subject has been cited by Rick Luce al the Ticer Spring School, last March 2002. Active Recommendations Systems for libraries without walls: G.G.Chowdhury. Digital libraries and reference services: present and future. Journal of Documentation, v.58,n.3, 2002, p.258-283. S.Lessick, K.Kjaer, S.Clancy.Interactive Reference Service (IRS) at UC Irvine: expanding reference service beyond the reference desk. ACRL, 1997 C.Gallacher. Managing change in libraries and information services. London: Aslib, 1999. J.A.Hall. A social psychology of health care interactions. Editorial. Patient education and Counseling v.40 2000, p.3 S.A.Nardi, Y.Engeström. a Web on the Wind: the structure of invisible work. Introduction. A special Issue of Computer-Supported Cooperative Work. V.8,n.1-2 1999.