1. Gregory D. Abowd. Formal Aspects of Human-Computer Interaction. PhD thesis, Unver-sity of Oxford, 1991.
2. Derek G. Bridge and Andrew M. Dearden. Knowledge based systems support for help desk operations: A reference model. Int. J. Systems Research and Information Science, 5:217–234, 1992.
3. DPhil 2nd year report, University of York, Department of Computer Science;AM Dearden,1993
4. Andrew M. Dearden and Derek G. Bridge. Choosing a knowledge based system to support a help desk. Knowledge Engineering Review, 8(3):201–222, 1993.
5. Andrew M. Dearden and Michael D. Harrison. A software engineering model for cooperative case memory systems. In M. M. Richter, S. Wess, K.-D. Althoff, and F. Maurer, editors, Pre-prints from the First European Workshop on Case Based Reasoning, pages 354–359, 1993.