R2. DiFerdinando et al., "Taking Information into Your Own Hands" (Selections)

Type: 
Reading
Citation: 
B. DiFerdinando, E. Lesser, & T. Amit, "Taking Information into Your Own Hands", IBM Business Consulting Services, 2004.

Focus On:

Introduction p.1
Understanding the Need for Different Channels of Self-Service Delivery p.6-11
Conclusion p.16

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