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Suhm, Bernhard, Bers, Josh, McCarthy, Dan, Freeman, Barbara, Getty, David, Godfrey, Katherine, Peterson, Pat (2002): A comparative study of speech in the call center: natural language call routing vs. touch-. In: Terveen, Loren (eds.) Proceedings of the ACM CHI 2002 Conference on Human Factors in Computing Systems Conference April 20-25, 2002, Minneapolis, Minnesota. pp. 283-290.
MacMillan, Jean, Tatum, B. Charles, Freeman, Barbara, Ropp, Gary A. (1999): An Analysis of the Performance and Usability of a Software User Coach for Navy Manpower Pl. In International Journal of Human-Computer Interaction, 11 (1) pp. 47-69.