Clive Jefferies Pearl Brereton Mark Turner A Systematic Literature Review of Approaches to Reengineering for Multi-Channel Access. 258-262 2008 CSMR http://dx.doi.org/10.1109/CSMR.2008.4493322 conf/csmr/2008 db/conf/csmr/csmr2008.html#JefferiesBT08