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“"Yeah, the Rush Ain'T Here Yet " Take a Break": Creation and Use of an Artifact As Organizational Memory”, in Proceedings of the 36th Annual Hawaii International Conference on System Sciences (HICSS'03), 2003, p. 113.2–.
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“Behind the Help Desk: Evolution of a Knowledge Management System in a Large Organization”, in Proceedings of the 2004 ACM Conference on Computer Supported Cooperative Work (CSCW'04), 2004, pp. 304–313.
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