Notes

1 Song, Michael and Burress, Tim “Info-Glut and the K-Worker,” getcontrol.net White Paper, 2005.

2 Feldman, Susan “The High Cost of Not Finding Information,” KM World, vol. 13, issue 3, 2004, available at www.KMWorld.com.

3 Hallerman, David, “2004 Email Marketing Report,” eMarketer.com, 2004.

4 Song, Michael and Burress, Tim “Info-Glut and the K-Worker,” getcontrol.net White Paper, 2005.

5 Cavanagh, Christina Managing Your E-mail: Thinking Outside the Inbox, John Wiley and Sons, 2003, p. 159.

6 Song, Michael and Burress, Tim “Info-Glut and the K-Worker,” getcontrol.net White Paper, 2005.

7 Song, Michael and Burress, Tim “Info-Glut and the K-Worker,” getcontrol.net White Paper, 2005.

8 Leland, Karen, and Bailey, Keith Customer Service for ...

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