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<referencetext xmlns="http://eprints.org/ep2/data/2.0">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  
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  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
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  R.Kling , What is social informatics and why does it matter? , D-Lib Magazine, 5 (1999), 1,p.1-27, &lt;http://www.dlib.org/dlib/january99/kling/01kling.html&gt; .
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  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
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  M.B.Twidale, D.M.Nichols, Browsing is a collaborative process, &lt;http://www.comp.lancs.ac.uk/computing/research/cseg/projects/ariadne/docs/bcp.html&gt;  
  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: &lt;http://www.c3.lanl.gov/~rocha/lww/&gt;
  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 &lt;http://www.ala.org/acrl/paperhtm/a10.html&gt;
  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.&lt;http://www.darrouzet-nardi.net/bonnie/InvisibleW.html&gt;</referencetext>
