Information use of service technicians in difficult cases
by Yutaka Yamauchi, Jack Whalen, Daniel G. Bobrow
Link
Reference:
Yutaka Yamauchi, Jack Whalen, Daniel G. Bobrow, (2003), "Information use of service technicians in difficult cases", In CHI'03: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pp. 81–88.
Bibtex Entry:
@INPROCEEDINGS{Yamauchi-etal2003,
  author = "Yutaka Yamauchi, Jack Whalen and Daniel G. Bobrow", 
  booktitle = "CHI'03: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems", 
  doi = "10.1145/642611.642627", 
  keywords = "EMCA, Workplace studies, Information Use, Technology, Instructions", 
  pages = "81–88", 
  title = "Information use of service technicians in difficult cases", 
  url = "http://dl.acm.org/citation.cfm?id=642627", 
  year = "2003", 
}