Mental models and the evaluation of user interfaces: a case-study of a library system. - Jeroen M. van der Velden; Albert G. Arnold (Informatics and Psychology Workshop, 1989)

Impact of Video-Mediated Communication on Simulated Service Encounters. - Anne H. Anderson; Alison Newlands; Jim Mullin; Annemarie Fleming; Gwyneth Doherty-Sneddon; Jeroen M. van der Velden (Interact. Comput., 1996)