@inproceedings{JCDL-2001-CunninghamKR,
	author        = "Sally Jo Cunningham and Chris Knowles and Nina Reeves",
	booktitle     = "{Proceedings of the First Joint Conference on Digital Libraries}",
	doi           = "10.1145/379437.379480",
	isbn          = "1-58113-345-6",
	pages         = "189--198",
	publisher     = "{ACM}",
	title         = "{An ethnographic study of technical support workers: why we didn’t build a tech support digital library}",
	year          = 2001,
}