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Volumn , Issue , 2007, Pages

How helpdesk agents help clients

Author keywords

[No Author keywords available]

Indexed keywords

HELP DESK;

EID: 51149109333     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/IPCC.2007.4464071     Document Type: Conference Paper
Times cited : (9)

References (18)
  • 1
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    • Downing, J.1
  • 3
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    • I wz Wondering - uhm Could Raid uhm Effect the Brain Permanently d'y Know?: Some Observations on the Intersection of Speaking and Writing in Calls to a Poison Control Center
    • R. M. Frankel, ""I wz Wondering - uhm Could Raid uhm Effect the Brain Permanently d'y Know?": Some Observations on the Intersection of Speaking and Writing in Calls to a Poison Control Center," Western Journal of Speech Communication vol. 53, pp. 195-226, 1989.
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    • Frankel, R.M.1
  • 6
    • 0142161498 scopus 로고    scopus 로고
    • Discovering Order in Opening Sequences: Calls to a Software Helpline
    • A. McHoul and M. Rapley, Eds. London, New York: Continuum
    • C. Baker, M. Emmison, and A. Firth, "Discovering Order in Opening Sequences: Calls to a Software Helpline," in How to Analyse Talk in Institutional Settings, A. McHoul and M. Rapley, Eds. London / New York: Continuum, 2001, pp. 41-56.
    • (2001) How to Analyse Talk in Institutional Settings , pp. 41-56
    • Baker, C.1    Emmison, M.2    Firth, A.3
  • 7
    • 34147109805 scopus 로고    scopus 로고
    • Calibrating for Competence in Calls to Technical Support
    • C. D. Baker, M. Emmison, and A. Firth, Eds. Amsterdam/Philadelphia: John Benjamins
    • C. D. Baker, M. Emmison, and A. Firth, "Calibrating for Competence in Calls to Technical Support.," in Calling for Help. Language and Social Interaction in Telephone Helplines, C. D. Baker, M. Emmison, and A. Firth, Eds. Amsterdam/Philadelphia: John Benjamins, 2005, pp. 39-62.
    • (2005) Calling for Help. Language and Social Interaction in Telephone Helplines , pp. 39-62
    • Baker, C.D.1    Emmison, M.2    Firth, A.3
  • 8
    • 22444453956 scopus 로고    scopus 로고
    • The Logical and Rhetorical Construction of Procedural Discourse
    • D. K. Farkas, "The Logical and Rhetorical Construction of Procedural Discourse," Technical Communication, vol. 46, pp. 42-54, 1999.
    • (1999) Technical Communication , vol.46 , pp. 42-54
    • Farkas, D.K.1
  • 10
    • 51149093882 scopus 로고    scopus 로고
    • The Metaphoric Use of Space in Expert-Lay Interaction about Computing Systems
    • C. D. Baker, M. Emmison, and A. Firth, Eds. Amsterdam/Philadelphia: John Benjamins
    • I. Kraan, "The Metaphoric Use of Space in Expert-Lay Interaction about Computing Systems," in Calling for Help. Language and Social Interaction in Telephone Helplines, C. D. Baker, M. Emmison, and A. Firth, Eds. Amsterdam/Philadelphia: John Benjamins, 2005, pp. 91-105.
    • (2005) Calling for Help. Language and Social Interaction in Telephone Helplines , pp. 91-105
    • Kraan, I.1
  • 11
    • 0001927247 scopus 로고
    • Grounding in Communication
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    • (1991) Perspectives on Socially Shared Cognition , pp. 127-149
    • Clark, H.H.1    Brennan, S.E.2
  • 12
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    • Reference Management in Instructive Discourse
    • A. Maes, A. Arts, and L. Noordman, "Reference Management in Instructive Discourse," Discourse Processes, vol. 37, pp. 117-144, 2004.
    • (2004) Discourse Processes , vol.37 , pp. 117-144
    • Maes, A.1    Arts, A.2    Noordman, L.3
  • 13
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    • Principles and Heuristics for Designing Minimalist Instruction
    • J. M. Carroll, Ed. Cambridge MS: MT Press
    • H. Van der Meij and J. Carroll, "Principles and Heuristics for Designing Minimalist Instruction," in Minimalism beyond the Nurnberg Funnel, J. M. Carroll, Ed. Cambridge MS: MT Press, 1998, pp. 19-53.
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  • 15
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    • How Can I Help You? User Instructions in Telephone Calls
    • presented at, Orlando FL
    • M. Steehouder and D. Hartman, "How Can I Help You? User Instructions in Telephone Calls," presented at IPCC 2003: The shape of knowledge, Orlando FL., 2003.
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  • 16
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    • Dixon, P.1
  • 18
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    • M. Steehouder, The Quality of Access: Helping Users Find Information in Documentation, in Quality of Technical Documentation, M. Steehouder, C. Jansen, P. Poort van der, and R. Verheijen, Eds. Amsterdam: Rodopi, 1994.
    • M. Steehouder, "The Quality of Access: Helping Users Find Information in Documentation," in Quality of Technical Documentation, M. Steehouder, C. Jansen, P. Poort van der, and R. Verheijen, Eds. Amsterdam: Rodopi, 1994.


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.