@inproceedings{CCH,
	author={Pamela Zave},
	booktitle={Services and Visualizaton:  Towards User-Friendly Design},
	pages={8-27},
	publisher={Springer-Verlag LNCS 1385},
	title={`{C}alls considered harmful' and other observations: A tutorial on telephony},
	year=1998,
}