Vi har gjort en kvalitativ undersökning av hur en bank på den svenska marknadenupprätthåller kundrelationer via en Internetbaserad distributionskanal. Vi har utfört en intervjumed Danske Banks Head of Channels Daniel Wahlström för att insamla primärdata för attundersöka och analysera vilka faktorer som är essentiella för att upprätthålla kundrelationervid en fysisk distansering från kund.Analys av primärdata har skett utifrån utvalda relevanta teorier och perspektiv som behandlarkundrelationer, tjänstekvalitet, kundlojalitet, kundupplevt värde, e-lojalitet samt CustomerRelationship Management.Resultatet av studien visar att banken har ett väl fungerande arbete med kundrelationer ochsitt CRM-system utifrån de teorier som studien har baserat sig på. Alltjämt försöker bankenanpassa sig efter distanseringen från det fysiska bankkontoret till en Internetbaserad kanal därtjänsten också har utvecklats jämsmed kund. Dock kvarstår en del emotionella utmaningar iarbetet med en personlig relation med kund i denna kanal..

My study is focused on one organization with is Unicef, the organization that is workning on a UN mission. The mission is about children's rights and Unicef has brought children's actions since 1946.The purpose of this essay was to research whether the images can be used alone or as a complement to the text that the communication organizations use. By examining the way images are used, I hoped to be able to deduce the results of image use. I study if the effect out messages with only pictures will be more effective than the message in which the verbal mixed with the non-verbal.Theoretical part of this essay has a communication perspective. The essay is structure by tree elements, non-verbal communication, mass communication and intercultural communication.

A common form of communication within Facebook is the communication between users via status updates. If you write a status update all your friends have the opportunity to read and to respond to the update. The overall issue of this survey is: how are Facebook users to commu- nicate with status updates?  The survey aims to gain insight and greater understanding of communication patterns and user awareness of social contexts when they write status  updates. The study will act as an attempt to understand a small part of a complex interaction taking place in a social situation.

AbstractThe aim of this study was to highlight who represents elderly immigrants and apply the theory of social exclusion. We chose Channels for representation that we found important in relation to this group. The first part is a study of available litterature of the subject. We found three main arenas: participation in elections, participation in associations and clubs and representation in political institutions. The findings showed a democratic deficit among elderly immigrants, which gave an indication of social exclusion from the political arena and from participation in associations.For the second part we decided to concentrate on the arena of participation in associations and clubs that represent the elderly and/or immigrants.

I Vara kommun samverkar både stat, region, kommun och medborgare i ett projekt för att få fiberbredband på landsbygden. Ett stort förändringsprojekt som involverar många människor och som behöver kommuniceras på ett bra sätt för att skapa förståelse, motivation och engagemang. Syftet med den här uppsatsen har varit att beskriva förändringskommunikation och att kartlägga olika aktörer och kommunikationskanaler som kan vara involverade i en förändringsprocess. Dessutom har syftet varit att få ta del av upplevelsen av den kommunikation som har skett i det här förändringsprojektet i Vara kommun. Studiens fokus resulterade i en kvalitativ design och urvalet av respondenterna som svarade på upplevelsen av kommunikationen gjordes utifrån de föreningsrepresentanter som har varit aktiva i projektet.

The main purpose of this essay is to through theories about internal communication, Channels to communicate through and change management study how these can be related to the processes at the Swedish Consumer Agency due to its future relocation. The main question within this essay is therefore:- How has the internal communication and the change management at the Swedish Consumer Agency developed in comparison with the prescribed theories?This essay is divided into three different parts (ideal, reality, ideal/reality) which can be derived to the essays theory, result and analysis chapters. The theories are the ideal while the result describes the internal communication and the change management during the process (the reality). In the analysis chapter, the ideal and the reality are compared to distinguish how the reality has been working in comparison to the ideal.The internal communication has mainly been distinguished through the authority?s intranet and the information communicated has comparatively been fast, open, objective and reliable.

Citizens? interaction with governments is an area with unique implications for channel management. Governments need to take the citizens perspective into further consideration in order to be successful in delivering high-quality e-services. This paper aims to determine if a categorization of citizen-initiated contacts from a citizen-centric perspective can be a valuable basis for decisions regarding e-service development. The study consisted of three steps.

Sweden has been a member of the European Union since 1995 and the power of the organisation to make decisions has increased over the years in a rate which hasn?t been followed by an equally increase in democratization. This is partly due to the lack of participation in the decision making process and at the national level the citizens don?t possess enough Channels to compensate the loss of influence. To solve this democratic dilemma, more and more countries are turning to the referendum.

The purpose of this paper is to investigate contents in the news in order to search for similarities between the two television news reports, Rapport and Nyheterna. The news features that I examined in my investigation were broadcast in April and May 2006.SVT and TV4 are two Television Channels both belonging to the analogue television network in Sweden, which means that they reach out to almost the whole country. Hence I thought it was interesting to investigate their reports on similar news.The question:- Which are the similarities and differences between how the two programmes describe their reporting on similar news?When I put together the information from the two programmes in the schedule I based my analysis on the following questions: topic, place, length, type of reporting and per-sons/sources.The method for this investigation is a quantitative content analysis. However, some part of the collection of information and description/interpretation of the material is qualita-tive.Rapport and Nyheterna had an average of 15 similar news features per week, of which foreign news dominated.

Title: Market Communication in transformation Authors: Gabriella Holm and Christoffer LarssonPurpose/Aim: The purpose of this paper is to examine how market communication at PR-firms in Sweden has changed over the first decade of the 21-century. In 2007 social media expanded on the Swedish market. This had implications for the way we are looking at communication and therefore also the PR business and how they are operating. The aim with this paper is to see how social media have affected marketing communication at PR-firms.Methodology: This paper is based on case studies from Swedish PR-firms. We used five cases from 2003-2005 and five from 2010-2012.

Background: Due to outsourcing, the material flows in the telecom equipment industry have undergone major changes, which in turn has imposed new challenges for packaging supplier Nefab who delivers to the industry. In order to achieve market intelligence, Nefab wants to map the material flows, and investigate possibilities of further reusable logistical packaging systems.Purpose: The purpose of this thesis is to describe the typical features of the logistical material flows in a technically based, rapidly growing industry, and analyze the driving forces and obstacles, which influence the selection of logistical packaging system. Procedure: After developing a theoretical framework consisting of general logistical theories and theories related to logistical packaging, we have interviewed companies in the logistics channel of Ericsson Radio Systems.Results: We have found the main characteristics of material flows in our investigated industry to be Variations in Demand, Focus on Time-to-Customer, and Globalization of Logistics Channels. Regarding driving forces and obstacles in the selection of logistical packaging systems, we have identified Transportation Characteristics, Customer Demands, Quality, Handling & Administration, and Current Packaging System as important factors..

It can be difficult for young people to find their first job; a solution to this problem may bethrough temporary work at a staffing agency to gain their first experience. As temporary workers,individuals are often forced to frequently change their jobs, which require that the company'sprocesses for introduction are able to transfer the needed knowledge and the temporal employee´s capacity to quickly learn a new role. Knowledge management and knowledge transfer areimportant aspects to most organizations, but how are these aspects used when introducing temporarystaffing personnel to new work? The purpose of the study is to identify the process oftemporary staffing to identify possible suggestions for improvement based on principles ofknowledge transfer. The research question "How can the transfer of knowledge be developed forthe introduction of new staffing personnel?" is divided into sub questions;? ?How is the processto hire temporary staff performed??, ?What problems can occur in the process of introduction ofnew temporal staff?? and ?How can ICT be used to support the introduction of temporal staff??.The theoretical framework is based around theories of the context in which the knowledge transferred,what type of knowledge is to be transferred, the Channels that are possible to use to transferknowledge through, employees function as Channels to transfer knowledge with a special emphasison the role of the mentor, and the transferee's own motivation and the capacity to receivethe knowledge that is being transferred.To understand the process of hiring temporal staff, a survey was performed using open-ended interviewswith consultants at employment agencies, and with the support of the frameworkDELTA Meta Architecture.

The music industry has been subject to great changes during the last ten years. The most significant factor contributing to this change is the increasing usage of broadband and thereby the increasing frequency of downloading music illegally. Music piracy and file sharing have caused record sales to plummet. Consumers have now moved on to consuming music in a digital format, not only through downloading but also from streaming music online, an activity partly made possible by social media Channels such as YouTube. As the consumption patterns have changed companies within the music industry have been forced to find other sources of income than record sales and they have also needed to find alternate ways to market their artists.

Purpose/Aim: Exhibitions in cultural-historical museums have traditionally been object-centered and associated with one-way communication. The aim of this thesis is to gain knowledge about how exhibition producers ? and educationalists at swedish cultural-historical museums today relate to communication in exhibitions from a communication scientific perspective.Material/Method: The method of the thesis is interviews exhibition producers ? and educationalists at five swedish cultural-historical museums about how they work with communication issues in exhibitions. The empiricism gained from the interviews have been analyzed from a communication scientific angle, using two communication theories as idealtypes for communication processes; Shannon and Weaver´s model and Stuart Hall´s encoding/decoding-theory.Main results: Communication in exhibitions have developed, much due to the use of more Channels for communicating with the visitors and the acknowledgement of the visitor as an active subject in interpreting the exhibitions and their message.Despite this development, communication in exhibitions still have features of a one-way communication. The main feature is the lack of possibilities for visitors to communicate their interpretations and point of views of the exhibition back to the exhibition producers.

Purpose: The essay was designed to examine what impact an increased media concentration in the provincial press may have on the society in the future. I also had the intention to create a greater understanding of the concept of media concentration and how the media groups relate to the public interest. Method: The work with this study was conducted by using methods from the qualitative methodological arsenal through interviews with, for the study, relevant informants, but also through a case report on the Stampen Group. The selection of informants had a background and a breadth which secured the credibility in this survey. The starting point was taken in previous research via a deductive approach where I tested how existing theories match reality. Conclusion: After completing this study should be noted that all respondents believe we will see a greater concentration of ownership in the Swedish media market in the future, and that it will reduce diversity. However, there are steps to take which I believe can work well in theory but perhaps not always in practice.