Eser Kandogan Eben M. Haber John H. Bailey Paul P. Maglio Studying Reactive, Risky, Complex, Long-Spanning, and Collaborative Work: The Case of IT Service Delivery. 504-513 2009 HCI (4) http://dx.doi.org/10.1007/978-3-642-02583-9_55 conf/hci/2009-4 db/conf/hci/hci2009-4.html#KandoganHBM09