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 aim of this essay is to study the decision making process and implementation of the principle of political participation and influence for Roma minority in Sweden. The results regarding the decision making process is structured through a discourse influenced policy analyses. Problem picture and recommended measures in the political documents representing the decision making process are analysed through theories of minority rights and equality. The implementation is seen through, by the author given minority discourse and the work in the roma council and analysed by the same theories already mentioned.The results show that regarding the decision process the aim of art.15 in the framework convention is based on the idea of equality while the Swedish documents relates more to an idea of the right to speak for the group. Regarding recommended measures, the framework convention gives several recommendations on specific measures for political participation while the Swedish documents focuses on the general politics of the state.

The report analyses if some common problems can be avoided by using modern technology. As a reference system ?Fartygsrapporteringssystemet? is used. It is an n-tier web application built with modern technology at time, 2003-2004. The aim is to examine whether ASP.Net MVC, Windows Communication Foundation, Workflow Foundation and SQL Server 2005 Service Broker can be used to create an n-tier web application which also communicate with other systems and facilitate automated testing.

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..

Participation, public art and participatory public art as phenomenons and subjects have been studied and discussed. With interviews and observations as a base, we have studied projects and discussed participation, effect and quality in relation to these. Furthermore we have looked at how the participatory art processes work in Sweden and England. This essay seeks to discuss the process of participatory public art and to emphasize the elements contributing to the quality of this process. It is up to us as planners to recognize the possibilities for a qualitative place. To mediate between different interests, for example between politicians and stakeholders, between economics and quality, between the place and its users, between individuals and the community, and in our case between artists, users and the municipality. Public art has gone from being about the product, an art piece, to becoming more of a process, from non interactive to interactive. Participation ranges from receiving information to play an active part in the process. Four cases have been studied, taken both from Sweden and England, showing the diversity of processes connected to Participatory Public Art. From interviews conducted in Sweden and England information and thoughts have been received and they show a higher degree of use of participatory public art in England, and also a higher consciousness.

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.

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.

Design principles are usually used by interaction designers to help creating a user friendly design by making the designer think about the different aspects of the design. These design principles has been further developed since they emerged in the 1990s, and today they're often used in the field of interaction design. By using the design principles, bad design can be avoided and the frustration of the user reduced. Design patterns is described as structural and behavioral characteristics to improve the environment in user interface amongst other areas. These characteristics could make things easier to understand or improve their appearance, they make tools more usable.The purpose with this essay is to identify design guidelinesto be used by developers when designing surveillance systems.

The purpose of this thesis is to investigate how Digital Signage systems such as public info kiosks can be designed to better fulfill its main use; to enlighten, encourage and influence the public with information. The challenges presented from earlier studies shows that the public interests and goals, together with proper and relevant content displayed in info kiosks have impact on the attention the public have towards public displays. Qualitative methods such as interviews, usability testing and observations were conducted to further examine how a public info kiosk can be designed to draw attention and grow interest amongst students at K3, Malmo University. Usability testing were used on the digital prototypes that were developed to ensure that the gestural user interface meet the requirements of a proper interaction from the users. Important insights were made concerning; the attention and interest to relevant content, the aspects of the gestural user interface along with the placement of the info kiosk in terms of context.

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.

The aim of this bachelor thesis is to describe in part the public library users?process when deciding which books to borrow. Focus is on the library users?experience of the process and how literature exposure can support them intheir choice of book. This study seeks to find out to what extent choices arespontaneously made at the library, which elements of exposure that the userfinds helpful in the process and which factors usually influence the user infinding new things to read.The data was gathered through 100 structured interviews with public libraryusers.

The purpose of this research is to identify how E-NGO and forest stakeholders, in the study referred to as non-state actors, have influenced the EU timber regulation; through participation and lobbyism towards the decision- makers (policy makers) at EU and national level, to achieve adjustments in the legislative text. The study also examines the relationships between the forest stakeholders, the E-NGOs and the EU-institutions, regarding communication, cooperation, informal and formal consultation where interviews were accomplished with decision-makers from the EU-institutions, forest stakeholders, E-NGOS and representatives from Swedish authorities that participated under the development of the EUTR during the period of 2008-2013. The participation and lobbying from non-state actors have most likely affected the outcome of the regulation, through alterations in the legislative text and through influencing the EU-institutions. Several factors that have affected the efficiency and timing of the influence have been identified through interviews as well as various approaches to influence the decision makers. The findings of the study may be useful for forest related interest groups that are involved in decision-making procedures at EU-level and as substance and material for further research in the subject of forest policy making at supranational level..

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.