@inproceedings{CSCW-2000-MamykinaW,
	author        = "Lena Mamykina and Catherine G. Wolf",
	booktitle     = "{Proceedings of the Eighth ACM Conference on Computer Supported Cooperative Work}",
	doi           = "10.1145/358916.358950",
	isbn          = "1-58113-222-0",
	pages         = "41--48",
	publisher     = "{ACM}",
	title         = "{Evolution of Contact Point: a case study of a help desk and its users}",
	year          = 2000,
}