The main aim of this master thesis was to see the process of an interactive online reference service from idea to final product. The reference service we have studied is developed and used by the Library of the National Institute for Working Life in Stockholm, Sweden and goes by the name phibi. Our goal was to review the whole realization process from the reasons why a service like this was created, how the service was introduced and implemented inside the organisation and finally what the result and consequences were for both the library staff and for the users of the service. Phibi is designed to be a tool that fosters communication between the library staff and the remote users where the users get the opportunity to be helped with their questions by the library staff although they are not physically present in the library. To understand the process we conducted a case study with 11 interviews of the library staff, the superior and the initiator to phibi.

SammanfattningUtbildning och kurs: Magisterprogrammet i service management, kandidatkurs SMT302 Handledare: Magnus Jirström och Veronica Åberg Syfte och frågeställningar: Vår intention med denna uppsats är att analysera om de ideella organisationer som vi har undersökt överhuvudtaget reflekterar kring service gentemot medlemmar. Skulle så vara fallet ämnar vi kartlägga på vilket sätt detta görs. Slutligen är vår förhoppning att uppsatsen ska kunna resultera i några förslag på områden där ideella organisationer skulle kunna praktisera service management. Vårt syfte utmynnar således i följande frågeställningar: hur arbetar ideella organisationer med service och vårdandet av relationer i dagsläget?, på vilket sätt kan service management tillämpas i ideella organisationer? och vilka styrkor och svagheter finns det i det allmänna arbetssätt inom ideella organisationer och vad beror de på? Metod: För att kunna besvara våra frågeställningar har vi framförallt använt oss av en kvalitativ analys av litteratur inom relevanta ämnesområden, såsom NGO, bistånd, service management, Gemeinschaft och Gesellschaft.

The purpose of this project was to create a system which can handle issues, with other words an issue tracking system. The system must create issues, assign issues to a specific user and list all issues for each user. On top of that, each issue should have a log where users can log whatever they want.My part of this project was to implement a client which can fulfill this basic criteria (and a bit more if possible), and communicate with the server which has procedures to be executed by the client.This system is based on Android and has it purpose to be used by mobile devices which support Android. ?Ichnaea? as the system is called, is meant to be used by companies to have human interaction through the network..

In the literature it is not possible to find something about Swedish UN Military Observers (MO) experience of life is changing after their service. The aim of this study was to investigate if this has happened. The selection is of type ?snowball?. Interviews were made with twelve MO by telephone, both male and female.

Service delivery acts like a process. This can enable the possibility of attracting attention towards the company who?s making use of this, furthermore generate several opportunities. However, it?s far from easy to deliver new services.

Title: By what strategies is the old media using the new media? A qualitative essay on TV: s use on social mediaNumber of pages: 54Authors: Marie Magnusson och Sabina KarlssonTutor:  Karin FastCourse: Media and Communication Studies CPeriod: Spring 2011University: Karlstad UniversityPurpose/Aim: Our purpose is to examine which strategies and why two TV-channels, SVT and TV4, are using social media. Our anticipated view is that SVT as a public service organization and TV4 as a commercial operator may have different motives with its use of social media.Material/Method: A qualitative method consisting of interviews by informants from SVT and TV4.Main results: Our result is that there isn?t any big difference between SVT and TV4 in the way they?re using social media. However, that SVT has to more specifically make sure no commercialism exists, while TV4 don?t have to think about it.Keywords: Social networking, convergence, commercialism, communication, Internet, public service, television..

The aim of this study was to examine the view of social service workers on the secondary housing market based upon their work with social investigations regarding people with a difficult substance abuse. The foundation of this study rests upon a phenomenon, which according to other scholars, occurs in the secondary housing market in Sweden. The secondary housing market consists of a multitude of housing projects that social services provide for people who are homeless. The phenomenon is that the secondary housing market contains a number of demands aimed at the clients who live in these housing projects. If a client fails to live up to the demands it can sometimes lead to negative consequences which results in an exclusion from the housing projects.

Avsikten med vårt arbete är att undersöka vilka aktiviteter som en förvaltningsorganisation utför på sina IT-system och om det finns några skillnader i dessa beroende på om organisationen förvaltar åt sig själva eller om det utförs för kunds räkning. Detta som ett led i att ge de som arbetar med, eller kommer att arbeta med, systemförvaltning en inblick i eventuella skillnader mellan förvaltning av egna system och förvaltning av en eller flera kunders system. De slutsatser vi dragit ur denna undersökning är att det inte förekommer skillnader i vilka aktiviteter som ingår i förvaltningsarbetet, däremot varierar det i vilken utsträckning man väljer att utföra dem..

The main aim of this master thesis was to see the process of an interactive online reference service from idea to final product. The reference service we have studied is developed and used by the Library of the National Institute for Working Life in Stockholm, Sweden and goes by the name phibi. Our goal was to review the whole realization process from the reasons why a service like this was created, how the service was introduced and implemented inside the organisation and finally what the result and consequences were for both the library staff and for the users of the service. Phibi is designed to be a tool that fosters communication between the library staff and the remote users where the users get the opportunity to be helped with their questions by the library staff although they are not physically present in the library. To understand the process we conducted a case study with 11 interviews of the library staff, the superior and the initiator to phibi.

The purpose of this paper is to provide an overview of how cooperation functions between the health services and social services within Sollentuna County Municipal area regarding clients and simultaneous or double diagnoses. Focusing more specifically; the paper also aims to provide additionally, an inquiry as to how the implementation of the Gemensam Individuell Vårdplan (GIVP) (The Integrated Individual Service Care Programme or (GIVP) functions within the Sollentuna Municipal County Area. The questions asked in the paper are: How do the Municipal and County Council personnel experience how the (GIVP) system functions in Sollentuna? How do the Municipal Council and County Council personnel respectively describe their own and their cooperative sister services rolls in terms of the implementation of the GIVP system in practice? The projection activates a hypothesis and tries to explain how the cooperation functions and provides an assessment as to how it functions or not as may be the case in practise. The authors attempt to achieve this using a combination of methodologies.

This essay concerns medical- and dental tourism. The main purpose with the essay was to study which factors that affects Swedish choices to seek medical- and dental care abroad and therefore reach an understanding for Swedish medical- and dental tourism to other countries. The aim has also been to try to reach an insight in how Swedish medical- and dental tourism might develop the future. The study is based on qualitative interviews with five officials who were well-grounded in the field. The theoretical framework concerned the need of travel, push- and pull factors, Maslow?s hierarchy of needs and the thinking about needs within business activities.

För mig är veckotidningen en avkoppling, en flykt från vardagen. Här kan jag läsa om sådantsom inte är djupt eller kräver alltför mycket eftertanke. Min föreställning om veckotidningarär dock lite mer komplex än så. Trots att de ger mig diverse skönhetstips och råd samt ger migen stunds avkoppling så anser jag att många veckotidningar kan ge unga tjejer sämresjälvförtroende. Fokus på det ytliga kan ibland bli alltför stort och innehållet talar ofta emotderas försök till att ge tjejer bättre självförtroende.Miriam Nordfors skriver i juli 2006 en artikel i Expressen vid namn "Utseendehets".

Syfte: Syftet med denna uppsats är att undersöka hur publikmedverkan förändrats i public service-radion i och med digitaliseringen. Publikmedverkan ska undersökas ur flera aspekter men med ett särskilt fokus på nya medieformer.Teori: Då en enskild relevant teori saknas för området publikmedverkan inom public service-radion har tidigare forskning från flera närliggande områden sammanställts i en för uppsatsens syfte unik analysmodell. Denna modell konceptualiserar infrastrukturen för publikmedverkan i public service-radion. Den beskriver hur den tekniska utvecklingen och public service-uppdraget påverkar publikmedverkan och att det främst är nya medier som används för publikmedverkan.Metod: Uppsatsens empiriska undersökning består av en kvantitativ innehållsanalys som mäter utrymmet för publikmedverkan (mängd publikgenererat innehåll i sändning och antal uppmaningar till publikmedverkan) samt vilka medieformer som används för publikmedverkan vid två tillfällen. Undersökningen består av 20 sändningstimmar 1995 och 20 sändningstimmar 2010, jämnt fördelade mellan radiokanalerna P1 och P3.Resultat: Den empiriska undersökningen visar att utrymmet för publikmedverkan har ökat i och med digitaliseringen.

Syftet är att genom ett Service Management-perspektiv studera huruvida implementeringar av Lean Thinking i serviceorganisationer skapar möjligheter för ökat värdeskapande för såväl kund som organisation. Huvudfrågeställningen ser ut som följande: Hur påverkas värdeskapandet i serviceorganisationer vid en implementering av Lean Thinking? Vi har betraktat två skilda serviceorganisationer som implementerat Lean Thinking - Fritidsresor och Universitetssjukhuset i Lund - genom en kvalitativ forskningsmetod. Semi-strukturerade intervjuer har genomförts med intervjupersoner från respektive studieobjekt. Genom en litteratusstudie av Service Management- och Lean Thinking-teorier har såväl likheter som skillnader i perspektivens syn på värde och värdeskapande illustrerats.

This quantitative study explores how employee perceived efficiency within customer service is affected by standardized routines, digital tools, and motivational factors. The study is based on survey data collected from 42 employees across five customer service departments in a larger organization. The theoretical foundation integrates Weber?s bureaucracy theory, the Technology Acceptance Model (TAM), and the Job Characteristics Model (JCM), allowing for a multidimensional analysis to capture the employees' experiences of efficiency. Findings reveal a statistically significant positive relationship between perceived efficiency and both standardized routines and perceived digital tool usefulness and ease of use. Furthermore, the study identifies that skill variety and task significance are positively correlated with experienced meaningfulness, which indicates a potential mediating relationship between these motivational aspects and perceived efficiency.