Victoria Bellotti Nicolas Ducheneaut Mark Howard Ian Smith Christine Neuwirth Innovation in extremis: evolving an application for the critical work of email and information management. 181-192 2002 Symposium on Designing Interactive Systems http://doi.acm.org/10.1145/778712.778740 db/conf/ACMdis/ACMdis2002.html#BellottiDHSN02