Jerilyn Prescott, Tom Kilty, Gary Franklin, Andrew Cleary, Tony D. Lovgren, Angie Mai. Evolution of three help desks. In Proceedings of the 29th Annual ACM SIGUCCS Conference on User Services 2001, Portland, Oregon, USA, October 17-20, 2001. pages 135-141, ACM, 2001. [doi]
Abstract is missing.