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Krug, Steve, and Roger Black. 2000. Don't Make Me Think: A Common Sense Approach to Web Usability. Indianapolis, IN: Que.

Nielsen, Jakob. 1999. Designing Web Usability: The Practice of Simplicity. Indianapolis, IN: New Riders.

Pirolli, Peter, Stuart K. Card, and Mija M.Van der Wege. (Year not stated.)

“The Effect of Information Scent on Searching Information Visualization of Large Tree Structures.”
Accessed in June 2003 at http://www.inxight.com/pdfs/PARCstudy.pdf.

Rossi, Gustov, Daniel Schwabe, and Fernando Lyardet. (Year not stated.)

“Improving Web Information Systems with Navigational Patterns.”
Accessed in June 2003 at http://www8.org/w8-papers/5b-hypertext-media/improving/improving.html.

TheBrain Technologies. 2002.

“Center Partners: Improving Call Handle Times and Agent Best Practices.”
Received via e-mail from TheBrain.

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