Arnason, Holly Kristin, and Louise Reimer. “Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems”. Evidence Based Library and Information Practice 7, no. 1 (March 9, 2012): 22–40. Accessed September 27, 2022. https://journals.library.ualberta.ca/eblip/index.php/EBLIP/article/view/11654.