David W. Marlow, James M. Nyce. Speak now and forever record your piece: Information use in technical trouble tickets. In Managing and Enhancing Information: Cultures and Conflicts - Proceedings of the 67th ASIS&T Annual Meeting, ASIST 2004, Providence, Rhode Island, USA, November 12-17, 2004. Volume 41 of Proceedings of the Association for Information Science and Technology, pages 427-436, Wiley, 2004. [doi]
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