Lee Gugerty: Reasoning and Troubleshooting Research

Gugerty, L. (2007). Cognitive components of troubleshooting strategies. Thinking and Reasoning, 13(2), 134-163. (PDF)

Allen, J., Gugerty, L., Muth, E. & Scisco, J. (2013) Remote Technical Support Requires Diagnosing the End-User (Customer) as Well as the Computer. Human Computer Interaction. 28(5), 442-477. (PDF)