@incollection{Springer-etal91,
  author	= {Springer, Stephen and Buta, Paul and Wolf, Thomas},
  editor	= {Smith, Reid and Scott, Carlisle},
  year		= {1991},
  title		= {Automatic letter composition for customer service},
  booktitle	= {Innovative applications of artificial intelligence 3},
  note		= {(Proceedings of CAIA-1991)},
  publisher	= {AAAI Press}
}