The purpose of this master thesis is to investigate the differences between the traditional way of conducting a reference interview and the electronic way. The main questions of this thesis are: How does the electronic reference interview appear in comparison to the traditional one? How do the librarians experience the differences? Is quality affected in the electronic reference interview? Examples from Fråga biblioteket Ask the Library have been used in this study. The method used in the investigation is based on qualitative interviews in combination with studies of relevant and recent literature. The librarians interviewed all have experience from both traditional and electronic reference work.

Det finns idag ett flertal teorier om vad som kännetecknar god service, hur god service presteras och vilka krav detta ställer på dagens serviceföretag. Dessa teorier förklarar dock inte hur man i praktiken ska gå tillväga för att uppnå det optimala servicemötet (Svingstedt 2005). Den kraftiga expansion av extraanställningar som nu äger rum inom detaljhandeln förändrar förutsättningarna för levererande av service ytterligare. De krav som ställs på service och flexibilitet inom detaljhandeln, i förhållande till extraanställningar, gör det således intressant att studera hur servicemötet skall fungera enligt teorin, hur det fungerar i praktiken och vilka problem man kan urskilja gällande extraanställningar i servicemötet. Vårt syfte är att belysa problematiken med extraanställda gällande servicemötet i detaljhandelsbranschen, dels ur ett teoretiskt perspektiv, dels ur ett empiriskt perspektiv.

The purpose of this essay is using theories about labeling and social bonds to study whether a measure of rehabilitation for the psychically disabled contributes to a return to a normal status as not-labeled. Partly we examine whether the activities organized by the regulation-ruled authorities during the work of rehabilitation lead to shame or pride, and partly how these activities are organized regarding the processes that lead to the emotions pride or shame among the participants. Method: qualitative semi-structured face-to-face interviews with professional rehabilitation-actors at the Public Employment Office (PEO), the Social Insurance Office (SIO), the Social Service (SOS), the Psychiatry and the Division of Labour Market (AME).Conclusions: the Psychiatry clients are treated with respect, may participate, and communication is characterized by attunement, therefore strong social bonds can be built. On the contrary, among the other examined activities, we found many elements that arouse shame. Since these are more ruled by regulations, the result is engulfment and demands on conformity, because the compromise-possibilities are almost non-existent.

Denna uppsats är en fallstudie som går ut på att beskriva företaget Icehotel AB och hur de gått tillväga för att bli ett attraktivt turistmål och framgångsrikt företag.Vi har genomfört en kvalitativ undersökning där vi intervjuat företagets VD Yngve Bergqvist samt kunder som besökt Icehotel. I resultatet redovisas svaret från dessa intervjuer.Vi har valt att lägga tyngdpunkten på marknadsföringen av Icehotel och hur de lyckats nå ut till människor från hela världen. I teoridelen tar vi upp Turistmarknadsföringens 8 P och Attraktionsutveckling. I analysen tillämpar vi sedan dessa på företaget.I slutsatsen diskuterar vi kring hur Icehotel gått tillväga för att bli ett framgångsrikt företag. Vi tar upp promotion av företaget, samarbetspartners samt den professionella marknadssegmenteringen..

The purpose of this master?s thesis is to examine what needs and expectations the patrons have on the local public library services for adult students. With increased knowledge of these matters the library will be able to support and improve the service for users. The focus is on adult students with immigrant background who study Swedish as second language in a municipal adult education school. The main questions are: How do adult students use the library at present? What do they consider to be most important when using the public library for their studies? How do these expectations correspond to their experience of the library services? Two focusgroups and one in-depth interview were carried out.

This paper aims to shine a light on the challenges connected to the implementation of a process focused way of thinking in a public service organization. To this we have conducted a series of qualitative interviews, primarily from participants of a university driven project. The project aims to teach decision making employees of public service organizations how to use process modeling techniques to increase their efficiency. We have also interviewed the teachers who have taught the courses included in the project. As a final point of view we have also interviewed a researcher and IT consultants to compare novice users with experienced users of process modeling techniques.

AbstractComing to new job is not that easy, sometimes the feeling of insecurity appears. Working for recruitment agencies includes constant changes of colleagues and places of work and at the same time one has two different managers. Who does the individual turn to when problems occur and who do the employed see as his/her manager? Why do people search for work in recruitment agencies? How does it feel not having a fixed place of work or colleagues and how do the aspects of this affect the employed psychosocial work environment? This is a few questions asked when we tried to find answers on the employed feelings about his/hers psychosocial work environment in a recruitment agency. The purpose of this study was to find a deeper understanding on employees working in a recruitment agency experiences their psychosocial work environment on the basis of social support, demands and control.

The purpose of this Master thesis is to compare the perception and significance of reference work in two countries, Sweden and Germany. This will be achieved by means of a literature review of previous research literature and public documents and a content analysis of articles from two library journals.A first step was to examine the historical development of reference work in the selected countries. In connection with this there proved to be distinct phases in the discussion regarding reference work. These phases with their specific discourses, themes and emphases reflected and thus later were confirmed in the second part of the study.The results show that despite some similarities there are also quite a few differences in how reference work is perceived in both countries. For Sweden, the idea of reference work was introduced relatively early.

The aim of this essay is to study how parents to children with learning disability experences the support they get from society. My main question has been: what kind of support offer does society offer this parents? What is good and what is less satisfactory in this support? The study is based on a qualitative method. Five parents with children who has learning disabilities has been used as base. The material has been analysed with a narrative, hernmeneutic perspective.The study concludes that the parents, use in this case, find that society does not offer the necessary understanding for their problem of their family.

The purpose of this thesis is to investigate if there are environments that use some kind of central authentication system within institutions/schools. The hypothesis is that an institution not using a form of central authentication service has more need for maintenance and as such is considered a higher cost for the organization. The gathering of data has been done through interviews with technical personal at Blekinge Tekniska Högskola and Linköpings Universitet. Based on the technical background of the authors, and the system limited to discussing Windows and UNIX operating systems, a discussion and analysis of the systems working today has been done, with emphasize on the hypothesis..

Ethnic discrimination is still a problem in the Swedish employment market. The Ombudsman against Ethnic Discrimination received 154 complaints relating to discrimination due to ethnicity in the working life in 2012. In addition, reported unemployment rates in Sweden differ markedly between native-born and foreign-born. The purpose of this paper is to investigate how protection against ethnic discrimination in recruitment looks like in Sweden and describe different methods an employer may use to prevent that ethnic discrimination occurs in recruitment situations. The first and second issue of the essay concern what protection there is in Sweden against ethnic discrimination in recruitment situations, based on international and national law. The traditional legal dogmatic method, which describes the valid law, is used in these sections.

Uppsatsen är en studie av hur förvaltningsideal påverkar vid rekrytering av chefer till den offentliga förvaltningen och hur förvaltningsidealet är under förändring. Den ger också en kort genomgång av de två vanligaste förvaltningsidealen, Weber och New Public Management, men presenterar även ett tredje alternativ kallat New Public Service.Genom att studera vilka typer av chefer som kommuner önskar rekrytera har vi härigenom observerat vilket förvaltningsideal som styr vid rekryteringsprocessen och om detta ideal är under förändring.Vår metod är huvudsakligen baserad på kvalitativa intervjuer med personalchefer i den kommunala förvaltningen.I uppsatsen stärks vår hypotes om att den kommunala förvaltningen rör sig ifrån ett New Public Management inriktat ideal, som under 1980-talet och 1990-talet haft stor inverkan på kommuner, och att förvaltningen inte strävar mot ett weberianskt ideal utan istället söker sig mot ett mera individ- och medborgarcentrerat ideal som kan liknas vid New Public Service..

The purpose with our essay was to examine which clients/patients get treatment for alcohol problems from either health care units or social service units. We also wanted to find out how staff in these units considers the importance of social background in the assessment of treatment. The questions we have focused are: How do the clients/patients get in contact with the units? How does staff in these units consider the importance of social background in the assessment of treatment? How is the social background like for the present clients/patients? To fulfil the purpose with our investigation and to get answers to our questions, we performed an explorative examination and applied a qualitative method in the form of a semi-structured interview with six persons. The investigation showed that clients/patients get in contact with the units by looking for treatment by themselves or by relatives and other organisations.

Sammanfattning saknas..

The purpose with this study has been, based on different public and private procurement conditions, to measure if there are any significant differences in the business relations between public- and private institutional kitchens. Furthermore, to observe what important influencing factors there are to maintain and develop a relationship between a producer and customer. The result of the analysis shows that there are important factors that influences on the trust in the relationship between a producer and customer. These factors are product- and service exchange, communication, strategic purchase and social exchange. In this examination we have showed that there are differences in the relationship between public- and private customers.