Letters, "Software Innovation," Internet Week, January 30, 2003
Pinnacle ACD Product Brochure
A Network of Networks: Convergence in CRM, Proceedings of the International Definity Users Group, September 2000.
eRM Multi-Site Architecture Futures, Proceedings of the International Definity Users Group, September 2000.
Building on Success - A Guide to CRM / eRM Deployment Strategies, Proceedings of the International Definity Users Group, April 2000.
Convergence in Call Centers, Proceedings of the International Definity User's Group, April 2000.
Packetized Call Centers - Convergence in CRM, Proceedings of VoiceCon 2000, February 2000.
Packet-Based Call Centres, Proceedings of Call Centre 1999 United Kingdom, September 1999.
Central Office CTI, Proceedings of the Incoming Call Center Management Conference, August 1997.
CTI: Centrex-Based CTI, Proceedings of the PBX2000 Conference, February 1997.
Multi-Flow Networked Call Centers, Proceedings of the Western Communications Conference, March 1992.
Central Office ACD Architecture, Pelorus Conference: ACD's and Call Centers: Cornering the Market, October 1991.
ACD Implemented in the Central Office, Proceedings of the National Communications Forum, October 1991.
Central Office Outbound Dialing Integration, American Telemarketing Association National Conference, Oct. 1991.
Service Agencies - Technology into the 21st Century, American Telemarketing Association National Conference, October 1991.
Blackwork
Counted Thread Work
Drawn Thread Work
Pulled Thread Work
"The Many Faces of Activism", Rump Parliament Magazine, Vol 3, No.6, May-June 1995.