Effektiv kundsupport har blivit allt viktigare och studier visar på att de kunder som lämnar företag gör det till följd av dålig service. Anledningen till att uppsatsgruppen valt Customer Relationship Management (CRM) som ämnesområde är på grund av egna erfarenheter och upplevelser av dålig och opersonlig kundsupport. På grund av detta finner uppsatsgruppen att det är intressant att undersöka hur företag hanterar kundsupport och hur informationsteknik (IT) kan stödja denna verksamhet. Uppsatsen är skriven ur ett deduktivt angreppssätt som kännetecknas av att empirisk data testas mot befintlig teori. Det empiriska materialet samlades in genom att intervjua fem företag som bedriver support med stöd av IT.

The aim of this study was to examine if an organisation that strives for democracy and participation, also possess an open information culture. This study deals with the information culture in a social movement organisation, Attac Gothenburg. To achieve the aim, following questions were asked: What is the organisation culture like, is it open or closed? What is the information culture like, is it open or closed? What is the information culture like, in relation to the identity of the organisation? The focus has been put on earlier research in social movements, organisation and information culture. In this qualitative study I have collected material mainly from interviews.

The aim of this study has been to investigate actors? methods for acquiring information that is necessary for their profession, with a focus on the more random methods they might possibly use. The study is based on the following questions: What information needs do actors have in relation to their profession? Which methods do actors use to procure information? Which information systems do actors use? What role does the library play in the actors? acquisition of information? Through an interview study with 10 informants a picture is formed of the actors? information behavior. With the help of theoretical ideas regarding random methods of acquisition, we describe which information needs actors have and how they acquire that information.

This work studied the information flow and information handling among different parties. The study focused on how educational materials on national tests from The Swedish National Agency for Education is managed by school principals and teachers and how the information is passed on to students. The data material was based on observations and interviews at two different high schools. Six teachers and their classes and principals participated in the study. The Agency was also interviewed.

The purpose of this thesis is to reach a deeper understanding of the context of teachers? information seeking. Research in the role of the library in a learning perspective is in demand. To reach our aim we investigate what teachers say about their experiences of the user training during their studies and what effect it had on their information seeking as teachers. We interviewed four teachers and analyzed the transcripts of their sayings about their experiences of their information seeking during their education and a teaching profession.

In this study a case study was conducted at the Transport Agency. The government agency is seeking better alternatives to its current ways of keeping track of important dates stated in legal documents. The agency wants to explore the possibility for an IT-solution for keeping track on those dates. In the case study change analysis was conducted on the vehicle type approval process. Qualitative interviews were conducted with a section manager, vehicle type and component approvers, and with a system administrator and a system manager at the Transport Agency in Borlänge.

Arbetet syftar till att synliggöra några lärares uppfattningar, reflektioner och upplevelser om elever och information. I resultatet redovisas hur lärarna upplever elevers förmåga att handskas med information och när, var och hur de anser att eleverna tränar informationsfärdigheter. Dessutom redovisas lärarnas reflektioner kring elever, information och kunskap samt deras syn på om ett undersökande arbetssätt kan underlätta arbetet med informationsfärdigheter. Resultatet grundar sig på en kvalitativ forskningsintervju där fyra lärare från en skola i Linköping deltog..

The aim of this Master?s thesis is to analyse how adult students in Swedish adult education seek information for school tasks. The focus is on how they use the public library and electronic information sources and their reflection on information and sources in this process. Also of interest in the study is the help they receive from staff in the public library and their teacher. Methods used in collecting and analysing data for this study were of qualitative nature.

A discussion regarding the alignment and measuring procedure of propeller shafts has arose due to the competing situation in the industry, and higher standards from the customers. An estimation of the deflection of shafts in different alignment situations has been made with help of FEM-analysis and beam theory. This has been analyzed and compared with the experience from Rolls-Royce AB suppliers of shafts. An evaluation of measuring protocols has been made and the result indicates that there is a correlation between the deflection of the shaft and the run out. Results from a measuring test performed by Balino, Spain, verifies this conclusion.

The purpose was to describe the significance of participation concerning leisure time and household duties for persons with mild intellectual disability living in a group home with some support from caretakers. Interviews were performed with five persons, two men and three women, living in such a group home. The questions in the interview guide had an open character and were divided into four different areas, leisure time, economy, cooking, cleaning and laundry. The results indicate that all informants felt they participated in all four areas. Further on, the results show there was participation of three different kinds.

In today?s technological society, there are increasingly less physical demands on the locomotor system. However, despite that notion strength and function in the hand?s complex biomechanical system are in fact both needed to cope with daily life. The grip function is a main function in the hand and is used in many examples of scientific research, for instance when assessing physical health and predicting the probabilities of premature mortality.

This master?s thesis is about freedom of information ideas in the European Union data retention directive, 2006/24/EC. The directive means that data about electronic communications services will be retentioned. The aim of the thesis is to examine what ideas related to freedom of information that appear in the directive and how these ideas belong to the ideology of freedom of information that is common within the library community and to the juridical restrictions. In the light of surveillance tendencies that have occurred over the last years, the most well-known is probably the USA Patriot Act, it is interesting to study how freedom of information ideas appears when surveillance is legislated.

Aggressions in childrenPedagogues wiew of treatment and support.

Pappans närvaro under förlossning har ökat de senaste åren. Vid förlossning förväntas de spela en aktiv roll i form av stöd för kvinnan. Många män är inte beredda på att en normal förlossning hastigt kan behöva slutas med kejsarsnitt. Syftet med studien är att ta reda på och beskriva pappors upplevelser av akut kejsarsnitt. För att få fram pappors upplevelse användes en fenomenologisk forskningsmetod i form av kvalitativa forskningsintervjuer.

Growing old should be the golden years of your life, being able to do whatever you want to do. Instead these years are often combined with both physical and psychological illness. Neither the body or mind are what they once were. It has been shown through empirical studies that many elderly people don?t have any social support at all.