Making a Difference - Exploiting the Full Potential of Instructionally Designed On-Screen Videos. - Anna Ertelt; Alexander Renkl; Hans Spada (ICLS, 2006)

The problem of describing a problem: Supporting laypersons in presenting their queries to the Internet-based helpdesk. - Matthias Nückles; Anna Ertelt (Int. J. Hum. Comput. Stud., 2006)