MLA
Leung, Nelson, and Sim Kim Lau. "To Ease the Dilemma of Help Desk: The Application of Knowledge Management Techniques in Manipulating Help Desk Knowledge." Ubiquitous and Pervasive Knowledge and Learning Management: Semantics, Social Networking and New Media to Their Full Potential, edited by Miltiadis D. Lytras and Ambjörn Naeve, IGI Global, 2007, pp. 263-292. https://doi.org/10.4018/978-1-59904-483-5.ch010
APA
Leung, N. & Lau, S. K. (2007). To Ease the Dilemma of Help Desk: The Application of Knowledge Management Techniques in Manipulating Help Desk Knowledge. In M. Lytras & A. Naeve (Eds.), Ubiquitous and Pervasive Knowledge and Learning Management: Semantics, Social Networking and New Media to Their Full Potential (pp. 263-292). IGI Global. https://doi.org/10.4018/978-1-59904-483-5.ch010
Chicago
Leung, Nelson, and Sim Kim Lau. "To Ease the Dilemma of Help Desk: The Application of Knowledge Management Techniques in Manipulating Help Desk Knowledge." In Ubiquitous and Pervasive Knowledge and Learning Management: Semantics, Social Networking and New Media to Their Full Potential, edited by Miltiadis D. Lytras and Ambjörn Naeve, 263-292. Hershey, PA: IGI Global, 2007. https://doi.org/10.4018/978-1-59904-483-5.ch010
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