Hi Elizabeth: A starting point - "Customer Support on the Web: Don't Call Us, We'll Call You"
With some references at the end of the article - http://www.uxmatters.com/mt/archives/2007/11/customer-support-on-the-web-dont-call-us-well-call-you.php rgds, Dan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=43839 ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... disc...@ixda.org Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
