Yutaka Yamauchi, Jack Whalen, Daniel G. Bobrow. Information use of service technicians in difficult cases. In Gilbert Cockton, Panu Korhonen, editors, Proceedings of the 2003 Conference on Human Factors in Computing Systems, CHI 2003, Ft. Lauderdale, Florida, USA, April 5-10, 2003. pages 81-88, ACM, 2003. [doi]
Abstract is missing.