Usability, Help Desk Calls, and Residential Internet Usage. - Sara B. Kiesler; Robert E. Kraut; Vicki Lundmark; William L. Scherlis; Tridas Mukhopadhyay (CHI, 1997)

Troubles With the Internet: The Dynamics of Help at Home. - Sara B. Kiesler; Bozena Zdaniuk; Vicki Lundmark; Robert E. Kraut (Hum. Comput. Interact., 2000)