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Trenner, L.: How to win friends and influence people : definitions of user-friendliness in interactive computer systems (1987)
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Buxton, A.; Trenner, L.: ¬An experiment to assess the friendliness of error messages from interactive information retrieval systems (1987)
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Trenner, L.: ¬A comparative survey of the friendliness of online "help" in interactive information retrieval systems (1989)
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