@book{1008,
	author = {Maxwell, Dorothy},
	title = {Phone skills for the information age. /},
	publisher = {McGraw-Hill/Irwin,},
	year = {2006.},
	address = {New York :},
	edition = {3rd ed.},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/enhancements/fy0619/2004065601-d.html}
}