Design of system-initiated digressive proposals for automated banking dialogues. - Jenny Wilkie; Mervyn A. Jack; Peter J. Littlewood (INTERSPEECH, 2002)

System-initiated digressive proposals in automated human-computer telephone dialogues: the use of contrasting politeness strategies. - Jenny Wilkie; Mervyn A. Jack; Peter J. Littlewood (Int. J. Hum. Comput. Stud., 2005)

Hidden menu options in automated human - computer telephone dialogues: dissonance in the user's mental model. - Jenny Wilkie; Fergus R. McInnes; Mervyn A. Jack; Peter J. Littlewood (Behav. Inf. Technol., 2007)