Thèses (LL.M.)--Université de Sherbrooke (Canada), 1999. / Titre de l'écran-titre (visionné le 20 juin 2006). Publié aussi en version papier.

The master‘s thesis „Communication plan proposal for a selected company“ is focused through the theoretical knowledge and the information contained in the analytical part of the work on a proposal for a possible form of communication plan of the observed company, which could be realized in practice.

The diploma thesis deals with the marketing communication of a selected mountain hotel and proposes own recommendations in the marketing communication of the hotel. The presented recommendations serve to increase awareness of the hotel and to strengthen relationships with its clients. The own proposals are based on the performed analyzes of the marketing environment of the hotel and the evaluated own research. The research is conducted via questionnaire survey. The paper also outlines the theoretical background of the used methods, marketing communications of business in services and the specifics of tourism services.

Les services de communication, du courrier postal à la téléphonie, en passant par la voix et la vidéo sur IP (Internet Protocol), la messagerie électronique, les salons de discussion sur Internet, les visioconférences ou les télécommunications immersives ont évolué au fil du temps. Un système de communication voix-vidéo sur IP est réalisé grâce à deux couches architecturales fondamentales : la couche de signalisation et la couche média. Le protocole de signalisation est utilisé pour créer, modifier et terminer des sessions multimédias entre des participants. La couche de signalisation est divisée en deux sous-couches - la couche de service et celle de contrôle - selon la spécification de l’IP Multimedia Subsystem (IMS). Deux systèmes de communication largement utilisés sont l’IMS et SIP Pair-à- Pair (P2P SIP). Les fournisseurs de services, qui se comportent en tant qu’intermédiaires entre appelants et appelés, implémentent les systèmes de communication, contrôlant strictement la couche signalisation. Or ces fournisseurs de services ne prennent pas en compte la diversité des utilisateurs. Cette thèse identifie trois barrières technologiques dans les systèmes de communication actuels et plus précisément concernant la couche de signalisation. I. Un manque d’ouverture et de flexibilité dans la couche de signalisation pour les utilisateurs. II. Un développement difficile des services basés sur le réseau et les sessions. III. Une complexification du la couche de signalisation lors d’un très grand nombre d’appels. Ces barrières technologiques gênent l’innovation des utilisateurs avec ces services de communication. Basé sur les barrières technologiques listées cidessus, le but initial de cette thèse est de définir un concept et une architecture de système de communication dans lequel chaque individu devient un fournisseur de service. Le concept, "My Own Communication Service Provider" (MOCSP) et le système MOCSP sont proposés, accompagné d’un diagramme de séquence. Ensuite, la thèse fournit une analyse qui compare le système MOCSP avec les systèmes de communication existants en termes d’ouverture et de flexibilité. La seconde partie de la thèse présente des solutions pour les services basés sur le réseau ou les sessions, mettant en avant le système MOCSP proposé. Deux services innovants, user mobility et partial session transfer/retrieval (PSTR) sont pris comme exemples de services basés sur le réseau ou les sessions. Les services basés sur un réseau ou des sessions interagissent avec une session ou sont exécutés dans une session. Dans les deux cas, une seule entité fonctionnelle entre l’appelant et l’appelé déclenche le flux multimédia pendant l’initialisation de l’appel et/ou en cours de communication. De plus, la coopération entre le contrôle d’appel réseau et les différents pairs est facilement réalisé. La dernière partie de la thèse est dédiée à l’extension de MOCSP en cas de forte densité d’appels, elle inclut une analyse comparative. Cette analyse dépend de quatre facteurs - limite de passage à l’échelle, niveau de complexité, ressources de calcul requises et délais d’établissement de session - qui sont considérés pour évaluer le passage à l’échelle de la couche de signalisation. L’analyse comparative montre clairement que la solution basée sur MOCSP est simple et améliore l’usage effectif des ressources de calcul par rapport aux systèmes de communication traditionnels / Different communication services from delivery of written letters to telephones, voice/video over Internet Protocol(IP), email, Internet chat rooms, and video/audio conferences, immersive communications have evolved over time. A communication system of voice/video over IP is the realization of a two fundamental layered architecture, signaling layer and media layer. The signaling protocol is used to create, modify, and terminate media sessions between participants. The signaling layer is further divided into two layers, service layer and service control layer, in the IP Multimedia Subsystem (IMS) specification. Two widely used communication systems are IMS, and Peer-to-Peer Session Initiation Protocol (P2P SIP). Service providers, who behave as brokers between callers and callees, implement communication systems, heavily controlling the signaling layer. These providers do not take the diversity aspect of end users into account. This dissertation identifies three technical barriers in the current communication systems especially in the signaling layer. Those are: I. lack of openness and flexibility in the signaling layer for end users. II. difficulty of development of network-based, session-based services. III. the signaling layer becomes complex during the high call rate. These technical barriers hinder the end-user innovation with communication services. Based on the above listed technical barriers, the first part of this thesis defines a concept and architecture for a communication system in which an individual user becomes the service provider. The concept, My Own Communication Service Provider (MOCSP) and MOCSP system is proposed and followed by a call flow. Later, this thesis provides an analysis that compares the MOCSP system with existing communication systems in terms of openness and flexibility. The second part of this thesis presents solutions for network-based, session based services, leveraging the proposed MOCSP system. Two innovative services, user mobility and partial session transfer/retrieval are considered as examples for network-based, session-based services. The network-based, sessionbased services interwork with a session or are executed within a session. In both cases, a single functional entity between caller and callee consistently enables the media flow during the call initiation and/or mid-call. In addition, the cooperation of network call control and end-points is easily achieved. The last part of the thesis is devoted to extending the MOCSP for a high call rate and includes a preliminary comparative analysis. This analysis depends on four factors - scalability limit, complexity level, needed computing resources and session setup latency - that are considered to specify the scalability of the signaling layer. The preliminary analysis clearly shows that the MOCSP based solution is simple and has potential for improving the effective usage of computing resources over the traditional communication systems

This thesis deals with communication process among staff in a nursing home (the facility requested not to be named). It deals as well with implementing change in the structure of multidisciplinary staff meeting in the same nursing home to improve team cooperation and to fulfill Standards for Quality in Social Services. In four chapters of the theoretical part, author follows introduction to the topic of human communication and intracompany communication to determine researched domain. For the same reason author later deals with subject of teams, it's creation, leadership and team roles. Third chapter pursues topic of meetings, their benefit, types and rules how to conduct an effective meeting. Theoretical part ends with contextualization of communication process within the Standards for Quality in Social Services. Practical part contains diagnostics of communication process among staff in a nursing home that showed the need to conduct change in the structure of multidisciplinary staff meeting. Other chapters deal with the process of the change from the stage of laying out the goal of the change, over diagnosis of the actual state of the meeting with the use of qualitative research to the phase of a creation of a new methodic directive for multidisciplinary staff meeting. Key words: communication...

This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.