by Carolyn Baker, Michael Emmison, Alan Firth
Reference:
Carolyn Baker, Michael Emmison, Alan Firth, (2001), "Discovering order in opening sequences: calls to a software helpline", In How to Analyse Talk in Institutional Settings: A Casebook of Methods (Alec McHoul, Mark Rapley, eds.), London, Continuum, pp. 41–56.
Bibtex Entry:
@INCOLLECTION{Baker-Emmison-Firth2001,
address = "London",
author = "Carolyn Baker, Michael Emmison and Alan Firth",
booktitle = "How to Analyse Talk in Institutional Settings: A Casebook of Methods",
keywords = "EMCA, Helplines, Software, HCI",
editor = "Alec McHoul and Mark Rapley",
pages = "41–56",
publisher = "Continuum",
title = "Discovering order in opening sequences: calls to a software helpline",
year = "2001",
}