@inproceedings{CSCW-2004-HalversonEA,
	author        = "Christine Halverson and Thomas Erickson and Mark S. Ackerman",
	booktitle     = "{Proceedings of the 10th ACM Conference on Computer Supported Cooperative Work}",
	doi           = "10.1145/1031607.1031657",
	isbn          = "1-58113-810-5",
	pages         = "304--313",
	publisher     = "{ACM}",
	title         = "{Behind the help desk: evolution of a knowledge management system in a large organization}",
	year          = 2004,
}