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http://www.pewinternet.org/pdfs/PIP_Instantmessage_Report.pdf
2. Saunders C (2003) Vendors debut new IM bot tech.
http://www.instantmessagingplanet.com/enterprise/article.php/11208_1575161
3. Hickey AR (2005) IM bots ease access to corporate apps.
http://searchmobilecomputing.techtarget.com/originalContent/0,289142,sid40_gci1136486,00.html?bucket=NEWS&topic=299728
4. Gray Y (2005) The Brokerage and the bot.
http://www.ecrmguide.com/article.php/3494791
5. USAToday (June 24, 2002) Agents pursue terrorists online.
http://www.usatoday.com/enws/world/2002/06/21/terrorweb-usat.htm