@book{9298,
	author = {Laughlin, Sara, and Shockley, Denise Sisco.},
	title = {The library's continuous improvement fieldbook :},
	publisher = {American Library Association,},
	year = {2003.},
	address = {Chicago, IL :},
	url = {http://www.loc.gov/catdir/toc/ecip043/2003010432.html}
}