Utvärdering av solcellsanläggningen på Universeum
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. We also carried out a questionnaire over the Internet to obtain the users' point of view. While the amount of answers to the questionnaire was limited, we nonetheless decided to submit the results. Based upon our research we found that the major reason, from the superior and the initiator, to starting a service like this was the opportunity to find a new way of communicating with users. Among the staff, the expectations were mixed. During the creating process the most important steps were educating and establishing the product among the staff. After the incorporation of the product into the daily work at the library, we find that the product is working well and fulfilling its purpose as a communication tool. The staff as well as the users find it useful and appreciate its availability. For the staff it has changed the routine of daily work, but the advantages outweigh the disadvantages.