@inproceedings{CHI-1997-KieslerKLSM,
	author        = "Sara B. Kiesler and Robert E. Kraut and Vicki Lundmark and William L. Scherlis and Tridas Mukhopadhyay",
	booktitle     = "{Proceedings of the 15th ACM SIGCHI Conference on Human Factors in Computing Systems}",
	doi           = "10.1145/258549.259020",
	isbn          = "0-201-32229-3",
	pages         = "536--537",
	publisher     = "{ACM/Addison-Wesley}",
	title         = "{Usability, Help Desk Calls, and Residential Internet Usage}",
	year          = 1997,
}