@inproceedings{CSCW-2000-BowersM,
	author        = "John Bowers and David B. Martin",
	booktitle     = "{Proceedings of the Eighth ACM Conference on Computer Supported Cooperative Work}",
	doi           = "10.1145/358916.358952",
	isbn          = "1-58113-222-0",
	pages         = "49--58",
	publisher     = "{ACM}",
	title         = "{Machinery in the new factories: interaction and technology in a bank’s telephone call centre}",
	year          = 2000,
}