@inproceedings{CHI-2003-YamauchiWB,
	author        = "Yutaka Yamauchi and Jack Whalen and Daniel G. Bobrow",
	booktitle     = "{Proceedings of the 21st ACM SIGCHI Conference on Human Factors in Computing Systems}",
	doi           = "10.1145/642611.642627",
	isbn          = "1-58113-630-7",
	pages         = "81--88",
	publisher     = "{ACM}",
	title         = "{Information use of service technicians in difficult cases}",
	year          = 2003,
}