Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
No IFs, ANDs, or ORs: a study of databases querying
International Journal of Man-Machine Studies
CHI '90 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Social interaction in the use and design of a workstation: two contexts of interaction
The social and interactional dimensions of human-computer interfaces
Project Ernestine: analytic and empirical methods applied to a real-world CHI problem
Proceedings of a workshop on Human-computer interface design : success stories, emerging methods, and real-world context: success stories, emerging methods, and real-world context
GOMS meets the phone company: Analytic modeling applied to real-world problems
INTERACT '90 Proceedings of the IFIP TC13 Third Interational Conference on Human-Computer Interaction
Human-Computer Interaction
Telephone operators as knowledge workers: consultants who meet customer needs
CHI '95 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Invisible Work of Telephone Operators: An Ethnocritical Analysis
Computer Supported Cooperative Work - Special issue: a web on the wind: the structure of invisible work
Human communication in customer-agent-computer interaction: Face-to-face versus over telephone
Computers in Human Behavior
Interface-to-face: sharing information with customers in service encounters
CHI '10 Extended Abstracts on Human Factors in Computing Systems
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