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The archives of computer-mediated communication (CMC) are valuable resources that contain explicit and implicit knowledge about the interaction among the different participants. We present VisOC, a tool that leverages localized contextual knowledge to visualize online communication relevant to a specific user. These visual representations can provide a(More)
Client research---done well---results not only in improved products and services, but also in greater staff sensitivity to clients' needs and greater client involvement and satisfaction. But how does one conduct regular, quality client research with limited staff? In this paper, we describe five approaches to client research undertaken by our small unit(More)
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