Thank you, but I have not done any "research" or "work" (well, writing up stories for people was work, but that's a separate thing altogether).
As stated in my full guide, in my signature, I have known this stuff for a very long time, mostly due to the WoW US Customer Service Forums, as well as having extensive experience in this.
It's not like I sat down and read the ToU and EULA or something. This is just all stuff I picked up, mainly from becoming a regular browser and poster of the Customer Service forum.
99% of every thread that asks a question/requests help gets a response from a blue.