Mats Edenius and Alf Westelius, E-service and Knowledge Formation: the Use of a Web-based E-Messaging System in HealthCare. Chapter 1 in Managing Customer Relationships on the Internet, Angelika Lindstrand, Jan Johanson, Dharma Sharma (Eds.), Elsevier, 2006, ISBN: 0-08-044124-6 A manuscript version