@book{68396,
	author = {Roberts-Phelps, Graham. and ebrary, Inc.},
	title = {The concise guide to telephone tactics},
	publisher = {Thorogood,},
	year = {c2004.},
	address = {London :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10088340}
}