by Yutaka Yamauchi, Jack Whalen, Daniel G. Bobrow
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",
}