Conversing Well Across Channels
http://www.uxmatters.com/mt/archives/2009/01/conversing-well-across-channels.php

Jones, Colleen
UXmatters
2009

Abstract:

Whether you call it cross-channel experience or multichannel experience, the reality is that customers interact with companies through more than one channel, so it’s important for us to understand cross-channel customer behavior.