Does Usability Have a Role in Telecommunication?
http://www.stcsig.org/usability/newsletter/0104-telecom.html

Preston, Alice and David J. Dick
Usability Interface
2001

Abstract:

The theme of this year’s annual conference is 'Global Communication Odyssey.' Wireless phones, the Internet, and e-commerce rely on telecommunication to deliver service to the customer. Our own Alice Preston and David Dick describe the role of usability in telecommunication.