@inproceedings{HCI-VAD-2009-KandoganHBM,
	author        = "Eser Kandogan and Eben M. Haber and John H. Bailey and Paul P. Maglio",
	booktitle     = "{Proceedings of the 13th International Conference on Human-Computer Interaction. Part IV: Interacting in Various Application Domains}",
	doi           = "10.1007/978-3-642-02583-9_55",
	isbn          = "978-3-642-02582-2",
	pages         = "504--513",
	publisher     = "{Springer International Publishing}",
	series        = "{Lecture Notes in Computer Science}",
	title         = "{Studying Reactive, Risky, Complex, Long-Spanning, and Collaborative Work: The Case of IT Service Delivery}",
	volume        = 5613,
	year          = 2009,
}