@inproceedings{CSCW-2004-TwidaleR,
	author        = "Michael Twidale and Karen Ruhleder",
	booktitle     = "{Proceedings of the 10th ACM Conference on Computer Supported Cooperative Work}",
	doi           = "10.1145/1031607.1031671",
	isbn          = "1-58113-810-5",
	pages         = "378--387",
	publisher     = "{ACM}",
	title         = "{Where am I and who am I?: issues in collaborative technical help}",
	year          = 2004,
}