Vaccination är en av de mest kostnadseffektiva åtgärderna inom sjukvården. Sveriges vaccinationsprogram innefattar tio sjukdomar och barnets femte dos ges vid fem års ålder. Barn i förskoleåldern befinner sig i ett utvecklingsstadium vilket kan försvåra vaccination. Tidigare studier beskriver svårigheter och den stress sjuksköterskor upplever i samband med vaccination av barn, kunskapsbrist finns däremot kring hur barnen bör hanteras. Syftet med studien var att utifrån betydelsefulla händelser beskriva barnhälsovårdssköterskans (BHVsköterskans) erfarenheter och agerande vid vaccination av förskolebarn som inte vill medverka. Studien utgick från kritisk incident teknik (CIT). Datainsamlingen utfördes i ett landsting i södra Sverige där elva BHV-sköterskor intervjuades. Intervjuerna transkriberades och analyserades. Etiska överväganden gjordes utifrån gällande riktlinjer. I resultatet framkom ett huvudområde avseende BHV-sköterskans erfarenheter, BHV-sköterskans observationer vid vaccination. Två huvudområden framkom angående BHV-sköterskans agerande: BHVsköterskan främjar vaccination och BHV-sköterskan beslutar kring genomförande av vaccination. Slutsatser och implikationer visar att interaktion mellan förskolebarn, föräldrar och BHV-sköterskan är viktigt och leder till en delaktighet och positiva erfarenheter av vaccination. Förslag på praktiskt agerande framkommer vilket kan främja och underlätta vaccination av förskolebarn. / Vaccination is one of the most cost-effective actions in health care. The program for vaccination in Sweden includes ten diseases and the fifth dose is given when children are five years old. Preschoolers are in a development stage that makes vaccination more difficult. Studies describe the difficulties nurses experience in relation to vaccination of children; lack of knowledge is experienced about procedures to handle the situations. The aim of the study was to describe critical incidents by the Primary Child Health Care (PCHC) nurse’s descriptions and actions during vaccination of preschoolers who resist vaccination. Critical Incident Technique was used during the study. Data collection was made in a county council in the south of Sweden. Eleven PCHC nurses were interviewed. The interviews were transcribed and analysed. Ethical considerations based on current guidelines were made. Results revealed one main area about PCHC nurse’s descriptions: The PCHC nurses observations at vaccination. Two main areas were revealed about PCHC nurse’s actions: The PCHC nurse promotes vaccinations and the PCHC nurse makes a decision about implementation of the vaccinations. Conclusions clarify the importance of interaction between preschoolers, parents and the PCHC nurses leading to participation and positive experiences of vaccination. Suggestions for practical action reveal to promote and facilitate vaccination of preschooler.

Submitted by NELSON SEBASTIAN SILVA JEREZ null (sebastiancso@yahoo.com.br) on 2016-06-03T15:45:03Z No. of bitstreams: 1 Diss. 1.0250 q1.1 d1.1.pdf: 1053953 bytes, checksum: dabbaf4b25b2995244595fff57e611b1 (MD5) / Rejected by Ana Paula Grisoto (grisotoana@reitoria.unesp.br), reason: Solicitamos que realize uma nova submissão seguindo a orientação abaixo: O arquivo submetido está sem a ficha catalográfica e sem folha da comissão examinadora. A versão submetida por você é considerada a versão final da dissertação/tese, portanto não poderá ocorrer qualquer alteração em seu conteúdo após a aprovação. Corrija esta informação e realize uma nova submissão contendo o arquivo correto. Agradecemos a compreensão. on 2016-06-03T19:43:44Z (GMT) / Submitted by NELSON SEBASTIAN SILVA JEREZ null (sebastiancso@yahoo.com.br) on 2016-06-04T16:26:42Z No. of bitstreams: 1 Diss. 1.0253 q1.1 d1.1 PB.pdf: 1580963 bytes, checksum: 63e1b7ed787d321740c8976c47ebe8d1 (MD5) / Approved for entry into archive by Ana Paula Grisoto (grisotoana@reitoria.unesp.br) on 2016-06-06T16:40:21Z (GMT) No. of bitstreams: 1 silvajerez_ns_me_mar.pdf: 1580963 bytes, checksum: 63e1b7ed787d321740c8976c47ebe8d1 (MD5) / Made available in DSpace on 2016-06-06T16:40:21Z (GMT). No. of bitstreams: 1 silvajerez_ns_me_mar.pdf: 1580963 bytes, checksum: 63e1b7ed787d321740c8976c47ebe8d1 (MD5) Previous issue date: 2016-05-06 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / Estuda o comportamento informacional de adolescentes em seu cotidiano e identifica como eles buscam, acessam, usam e compartilham informação, proveniente ou não da Internet. Analisa a veracidade da hipótese de que esta geração é dependente da conectividade providenciada pela Internet tem fundamento. Utiliza como ferramenta metodológica survey online, com amostragem por snowball sampling para recrutamento de participantes, e uso da técnica do incidente crítico. Os resultados demonstram que os adolescentes preferem buscar informação na Internet, e que a maioria deles tem conhecimento de técnicas apropriadas para recuperar informação, sendo que a forma mais utilizada de acesso à Internet foi o computador, com o telefone celular em seguida. Entende que os adolescentes usam informação em seu cotidiano para resolver lacunas pontuais em seu conhecimento, mas não como parte de um processo contínuo de aperfeiçoamento deste, ou para tomada de decisões. O tema da maior parte das buscas se refere ao consumo cultural. Não confirma a hipótese de que os adolescentes utilizam significativamente outras pessoas como fonte de informação. Encontra que adolescentes têm em sua maioria opiniões bastante positivas sobre bibliotecas, apesar de muitos as considerarem obsoletas ou ultrapassadas perante a existência da Internet e dos meios de acesso digitais à informação. Confirma que os adolescentes não utilizam suficientemente a Internet como fonte de informação em Educação Sexual, possivelmente prejudicando esforços neste sentido. / The everyday life information behaviour of teenagers is studied, and it is identified how they seek, access, use and share information, either from the Internet or not. The idea that this generation relies on the connectivity provided by the Internet to seek information is tested to assess to what extent this is well-founded. The methodological approach combines the use of an online survey, using snowball sampling for participant recruitment and the critical incident technique. The study finds that teenagers do, indeed, prefer to seek information on the Internet, and that most of them have knowledge of appropriate information retrieval techniques, with computers being the most commonly used mode of access to the Internet, followed by smartphones. The study understands that teenagers use information in their everyday lives to address specific gaps in their knowledge, but not as part of a continuous process of building knowledge, or for decision making. It finds that the majority of searches regards cultural consumption. The hypothesis that teenagers significantly use other people as information sources was not confirmed. It was found that teenagers have mostly very positive opinions about libraries, although many think of them as obsolete or outdated given the existence of the Internet and the digital means of access to information. The study confirms that teenagers do not use the Internet enough as a Sexual Education information source, possibly hindering efforts in this direction.

O propósito desta investigação foi identificar e analisar os incidentes positivos e negativos, que envolveram a exposição corporal do cliente e a invasão da sua privacidade durante a assistência em Unidade de Terapia Intensiva, visto que para a realização de vários cuidados e procedimentos a nudez parcial ou total é inevitável. A população constitui-se de 15 enfermeiras lotadas em UTIs de atendimento ao adulto, no município de Maringá - PR. Como procedimento metodológico empregou-se a Técnica do Incidente Crítico (TIC), obtendo-se 30 relatos, 15 positivos e 15 negativos, dos quais extraíram-se 22 incidentes críticos positivos (ICP) e 30 negativos (ICN). Estes foram compilados em 6 categorias denominadas como Necessidades Básicas, Admissão e Permanência na UTI, Procedimentos Terapêuticos, Avaliação Física, Horário de Visita e Manifestação da Sexualidade. Os comportamentos da equipe de saúde extraídos dos incidentes críticos foram agrupados em 5 categorias, constituindo-se em Questão de Gênero, Proteção e Manutenção da Privacidade, Atitudes do Profissional, Orientação ao Cliente e Orientação à Equipe de Saúde. Da mesma forma, os comportamentos dos clientes identificados foram distribuídos em 3 categorias, definidas como Questão de Gênero, Proteção e Manutenção da Privacidade e Atitudes do Cliente. As conseqüências para a equipe de saúde e para os clientes oriundas dos incidentes constituíram 4 categorias, formuladas como Sentimentos Negativos, Sentimentos Positivos, Prejuízo na Qualidade da Assistência e Garantia da Qualidade da Assistência. A interpretação dos resultados evidenciou que a categoria de situação mais freqüente nos ICP foi Necessidades Básicas (21,2%) e entre os ICN foi Admissão e Permanência na UTI (15,4%). A categoria de comportamento da equipe de saúde que prevaleceu nos ICP (41,1%) e nos ICN (41,4%) foi Proteção e Manutenção da Privacidade, ao passo que a categoria de comportamento dos clientes predominante entre os ICP foi Questão de Gênero (45,1%) e nos ICN foi Proteção e Manutenção da Privacidade (59,6%). A categoria de conseqüência mais freqüente para a equipe de saúde entre os ICP foi Garantia da Qualidade da Assistência (41,1%) e para os clientes foram os Sentimentos Positivos (37,6%), evidenciando-se que prevaleceram Sentimentos Negativos nos ICN para a equipe de saúde (41,5%) e para os clientes (57,3%). Verificou-se melhor preparo da enfermagem para contornar problemas relacionados ao atendimento das necessidades básicas, porém denota-se despreparo e falta de habilidade para lidar com a maioria das situações. Constatou-se que equipe de saúde e clientes, principalmente a enfermagem, manifesta os mesmos sentimentos frente à exposição corporal do cliente durante a assistência. Evidenciou-se que os aspectos que garantem melhor qualidade à assistência para ambos são proteção da intimidade, respeito, confiança, orientação e compreensão da mesma, ao passo que as que mais prejudicam a qualidade da assistência são desproteção e invasão da intimidade, desconsideração do profissional pelo cliente e dificuldade da equipe em lidar com algumas situações. Denotam-se como fatores complicadores, a diferença de gênero entre cuidador e cliente e a disposição dos leitos nestas unidades, predispondo o cliente à exposição e dificultando o resguardo da privacidade. Emergiu a necessidade de se preparar melhor a equipe para contornar situações de conflito oriundas da exposição corporal, devendo-se considerar os aspectos sócio-culturais das pessoas envolvidas. Por fim, ressalta-se que a compreensão dos aspectos que permeiam a exposição corporal na esfera do cuidado é imprescindível quando se tem por objetivo a humanização no contexto da assistência à saúde. / This study aimed at identifying and analyzing positive and negative incidents involving clients’ physical exposure and the invasion of their privacy during caregiving in an Intensive Care Unit (ICU) resulting from the need of partial or total nudity for the performance of various types of care and procedures. The population consisted of 15 nurses working in the ICU for adults in the city of Maringá – PR, Brazil. The Critical Incident Technique (CIT) was used as a methodological procedure, thus obtaining 30 accounts of which 15 were positive and 15 were negative. From these, 22 positive critical incidents (PCIs) and 30 negative critical incidents (NCIs) were extracted. The incidents were compiled in 6 categories: basic needs, admission and permanence in the ICU, therapeutic procedures, physical evaluation, visiting hours and sexuality manifestation. The behaviors presented by the health team which were extracted from the critical incidents were grouped in 5 categories: gender-related questions, privacy protection and maintenance, attitudes from professionals, client orientation and health team orientation. The identified client’s behaviors were distributed in 3 categories defined as gender-related questions, protection and maintenance of clients’ privacy and attitudes. The outcomes to the health team and clients stemming from the incidents comprised four categories formulated as negative feelings, positive feelings, impairment of caregiving quality and assurance of caregiving quality. The interpretation of results showed that the most frequent situation category in the PCIs was basic needs (21.2%), whereas in the NCIs, it was admission and permanence in the ICU (15.4%). The health team’s behavior category which prevailed in the PCIs (41.1%) and in the NCIs (41.4%) was privacy protection and maintenance. The predominant clients’ behavior category in the PCIs was gender-related questions (45.1%) and in the NCIs it was privacy protection and maintenance (59.6%). The health team’s most frequent consequence category in the PCIs was assurance of caregiving quality (41.1%), and the clients’ was positive feelings (37.6%). It was also shown that the category negative feelings prevailed in the NCIs for the health team (41. 5%) as well as for clients (57.3%). It was verified that the nursing staff was better prepared to deal with problems related to meeting basic needs; however, lack of preparation and skills to manage most situations was also observed. It was found that the health team and clients, particularly the nursing staff, showed similar feelings concerning the client’s physical exposure during caregiving. Additionally, it was shown that the aspects ensuring better caregiving quality to both were intimacy protection, respect, trust, orientation and understanding with regard to such protection, whereas those which most frequently impaired caregiving quality were lack of protection, intimacy invasion, disregard of clients by the professionals and the team’s difficulty in dealing with certain situations. Gender difference between the caregiver and the client was noted as a complicating factor in addition to the arrangement of beds in the units, which predisposes the client to exposure and impairs privacy protection. The need to better prepare the health team to cope with conflict situations stemming from physical exposure arose, while the sociocultural aspects of the individuals involved must be taken into account. Finally, it is pointed out that understanding the aspects which permeate physical exposure in the realms of caregiving is essential if the humanization of health care settings is to be achieved.

Living with inflammatory bowel disease (IBD) affects physical, psychological and social dimensions, limiting the ability to engage in daily activities. Persons with IBD may need frequent and lifelong contacts with the healthcare (HC), highlighting the importance of quality care. High quality HC for persons with IBD involves a partnership between the HC professionals and the person living with the disease. Information is essential, the more a person knows about their disease, the more concordant and satisfied with their treatment they are likely to be. The overall aim of this thesis was to describe the knowledge need, life situation and perception of HC among persons living with IBD, in order to develop a questionnaire to evaluate the quality of HC. This thesis is based on three studies that are presented in four papers. Qualitative methods were used to describe aspects of life situation in relation to the disease, whereas quantitative method was used to develop a questionnaire measuring quality of care. Study I and II have an inductive qualitative design. In study I, qualitative interviews with 30 people were performed to describe the knowledge need and experience of critical incidents in daily life while living with IBD. The interviews in study I were analyzed using content analysis (results presented in Paper I) and critical incident technique (results presented in Paper II). In study II, the perceptions of HC among persons living with IBD was explored in five focus group interviews and two individual interviews, in total n=26. Study III aimed to develop and evaluate a questionnaire, measuring quality of care among persons with IBD, including 318 persons with IBD and 8 professionals. The knowledge need among persons with IBD focused on managing symptoms and course of the disease and learning to assimilate the information in order to manage everyday life. Losing bowel control was of great concern for most of the informants in the study. Many of the informants said that “the bowel ruled their life” and that it influenced them to a great extent in their daily lives. The perception of HC among persons with IBD meant being met with respect and mutual trust, receiving information at the right time, shared decision-making, competence and communication, access to care, accommodation, continuity of care and the pros and cons of specialized care. The quality of care questionnaire QoC-IBD was constructed in five dimensions, building on the results from Study I and II. The dimensions were trust and respect, decision-making, information, continuity of care and access to care consisting of 21 questions in total. QoC-IBD is a short, self-administrated questionnaire that measures experiences of healthcare among persons with IBD with promising validity and reliability. To improve quality of care, HC is recommended to consider individual care needs and take the person’s daily life and social context into account. The QoC-IBD questionnaire measures the subjective experience of quality of care. Further testing in clinical practice is necessary to evaluate if QoC-IBD can be used to evaluate the care given and areas of improvement in HC for persons living with IBD.

The intensity and emotional demands of the health care environment place exceptionally high performance expectations and stress on hospital social workers. Critical Incident Stress (CIS), a specific type of stress associated with dramatic, emotionally overwhelming situations, known as Critical Incidents (CIs), produce several emotional and physical reactions that can threaten the well-being of the hospital social worker. CIS, as experienced by hospital social workers, is absent from the literature and not well understood. The purpose of this study was to describe how hospital social workers appraised, reacted to, and coped with CIs in their work environment. Lazarus and Folkman's (1984) theoretical framework of stress appraisal and coping was used to guide this descriptive study. A sample of 30 hospital social workers was recruited from two Vancouver tertiary care hospitals. Four instruments (Participant Information Sheet, Critical Incident Information Form, Emotional Appraisal Scale, and Ways of Coping Scale) were used to gain knowledge on how hospital social workers appraised, reacted to, and coped with CIs in their work environment. Quantitative data were coded, qualitative data were subjected to content analysis, and descriptive statistics calculated. Data revealed that hospital social workers encountered CIs in their work environment and that the majority of CIs centred on death-related events. The primary traits of events appraised as CIs were novelty, suddenness, and uncertainty. Respondents reacted to the CI with a variety of emotional (anxiety, fear, frustration, worry, anger) and physical reactions (feeling overwhelmed, fatigued, withdrawn, anxious, difficulty with sleeping), and although they experienced some discomfort, these reactions were not debilitating. Most hospital social workers indicated that their personal beliefs had been challenged by the CI and revealed that they were unsure as to what their social work role or function should have been during the event. However, despite this, respondents remained confident and comfortable with the decisions they made. Hospital social workers appeared to cope well with CIs, used a variety of emotion- and problem-focused coping strategies, and reported few negative effects on their professional and/or personal lives. The top four coping strategies utilized by respondents were seeking social support, planful problemsolving, positive reappraisal, and self-control. The implications of the findings for hospital social work administration, social work training and education, hospital social work practice, and future research are discussed. / Arts, Faculty of / Social Work, School of / Graduate

The aim of the thesis is to reveal Czech-Portuguese and Portuguese-Czech cultural standards by using the method of the in-depth interviews with respective respondents. The thesis is divided into two parts - theoretical and practical. The theoretical part introduces the important concepts underlying the practical part. At the beginning of the practical part, the author describes Portugal, its geographical, demographic, historical, economic, political and social background. The following is also a form of Czech-Portuguese relations since their establishment till the present days. The rest of the practical part is devoted to the methodology used, the target group, the description of interviews done and the research of Czech-Portuguese and Portuguese-Czech cultural standards itself. In conclusion, the author presents some tips and advices for Czechs planning to go to Portugal for private or professional reasons.

Att arbeta inom ambulanssjukvården innebär ökad risk för att utsättas för en så kallad kritisk händelse som kan leda till olika stressreaktioner bland annat ångest, akut stressyndrom (ASD), posttraumatiskt stressyndrom (PTSD) och depression. Symptom på dessa reaktioner kan innefatta hjärtklappning, sömn - och koncentrationssvårigheter men också empatitrötthet, vilket påverkar vårdpersonalens förmåga att känna empati med sina patienter och förmågan att vårda dessa på bästa sätt. Avlastande samtal är ett psykologiskt stöd som används för ambulanspersonal i dagsläget som ett försök att motverka olika typer av stressreaktioner.   Syftet var att beskriva kunskapsläget kring avlastande samtal för ambulanspersonal efter att de utsatts för kritiska händelser.   Som metod användes allmän litteraturöversikt med induktiv ansats där 15 vetenskapliga artiklar valdes ut och som besvarade den här studiens syfte. Artiklarna söktes i databaserna CINAHL och PubMed och analyserades med integrerad analys   I resultatet framkom fyra kategorier: utveckling och minskade stressreaktioner, avsaknad av avlastande samtal, negativa upplevelser och informellt kamratstöd.   Som slutsats kan konstateras att det finns ett behov av ökad kunskap och utbildning kring avlastande samtal och stressreaktioner hos ambulanspersonal som utsatts för en kritisk händelse. Den fortsatta forskningen som behövs bör fokusera på en evidensbaserad modell för avlastande samtal. / To work in the field of ambulance care comes with an increased risk to be exposed to a so-called critical incident which can lead to several stress reactions, including anxiety, acute stressdisorder (ASD), posttraumatic stressyndrome (PTSD) and depression. Symptoms of these reactions can include increased heart rate, sleep- and concentration difficulties but also compassion fatigue, which will affect the nursing staff's ability to feel compassion towards their patients and their ability to care for those patients in the best way possible. Relief calls is a form of psychological support that is used for ambulance personnel nowadays as a way of trying to counteract different types of stress reactions.   The aim of this study was to describe the state of knowledge concerning relief calls among ambulance personnel after being exposed to critical incidents.   The method used, was a general literature review with an inductive onset where 15 scientific articles were included that gave answer to the aim of this study. The articles were found in the medical databases CINAHL and PubMed and was analysed using an integrated method.   The result generated four categories: development and reduced stress reactions, lack of relief calls, negative experiences, informal peer-support.   As a conclusion it was found that there is a need for increased knowledge and education concerning relief calls and stress reactions among ambulance personnel that has been exposed to a critical incident. The research needed in the future should focus on finding evidence-based models for relief calls

Information appliances such as notebook computers and cellular telephones are becoming integral to the lives of many. These devices facilitate a variety of communication tasks, and are used for employment, education, and entertainment. Those with disabilities, however, have limited access to these devices, due in part to product designs that do not consider their special needs. A usability evaluation can help identify the needs and difficulties those with disabilities have when using a product and universal design principles can then be applied to enhance accessibility and usability. This study addresses the usability of two of the most common information appliances - notebook computers and cellular telephones. The usability of notebook computers was evaluated using a remote ethnographic method where participants recorded usability-related critical incidents. Participants included those with a wide range of abilities, such as legal blindness, total blindness, and upper extremity physical disabilities. Objective and subjective measures were used to determine the effects of several specific design parameters for cellular telephones. The notebook computer study revealed that participants have difficulty with non-standard keyboard layouts, the use of isometric pointing devices, case latches, and inadequate system feedback. User performance and ratings in the cellular telephone study were the best with the 12 mm lateral pitch and 0.7 mm key height, while the fewest task failures were committed using the 0.5 mm keystroke. Participants also preferred telephone models with large <Power>, <Send> and <End> keys located in prominent locations, and 22-point and 36-point display fonts. These results were used to generate product-specific design guidelines that can be used to design notebook computers and cellular telephones that are more usable and accessible for users with visual and upper extremity physical disabilities. Universal design implications are also discussed. / Master of Science

The aim of this study was to investigate how air traffic controllers cope with stress and also to determine whether there were statistically significant differences in the coping behaviour of air traffic control staff from different groups. The study was conducted on a sample of Air Traffic Controllers who control civilian aircraft in the South African airspace. The coping resources inventory (CRI) assessment was used to collect data and analysed to determine how controllers cope with stress and whether there are differences in the coping behaviour of air traffic control staff from different groups. The results showed that air traffic controllers use emotional coping resources to cope with stressful work situations and make less use of cognitive coping resources. The results also showed that there were no statistically significant differences in the coping behaviour of air traffic control staff from different groups. / Industrial and organisational psychology / M.A. (Industrial and Organisational Psychology)

線上學習（又稱「遠距教學」）在各領域的應用近年來不斷成長，學校教育當中也有越來越多的課程使用線上學習來實施教學工作。因為線上學習有別於一般傳統教學，具有資訊科技的介入，因此線上學習能帶來那些有別於傳統面授的效益是研究者所關心的，希望能經由滿意因素比較研究，了解線上學習的效益。 本研究是採用關鍵事例法(CIT)所做的質性研究，研究對象是國立政治大學線上學習的使用者（包含學生、助教和老師），用電話訪談或面談的方式來蒐集使用滿意╱不滿意的事件。研究將線上學習課程分成「同步」、「面授錄影」、「面授與非同步」及「線上非同步」四種類型，並配合課程結構問卷，對學生學習滿意進行分析，接著再比較助教、老師的滿意因素，找出三者個別的滿意原因，再經由整合比較找出整體的滿意╱不滿意因素。研究發現： （一）影響學生線上學習滿意╱不滿意的因素，共有「教學熱誠和技巧」、「情感互動」、「回饋互動」、「知識互動」、「資訊傳輸」、「教學系統軟硬體使用」、「課程設計」與「非電腦類教室設備」八類。 （二）影響助教線上學習滿意╱不滿意的因素，共有「動機需求」和「資訊科技介入對工作績效影響」二大原因。其中，動機需求含有「工作報酬」、「成就」、「社會需求（對老師）」、「社會需求（對學生）」四類；資訊科技介入有「系統使用流暢性」、「系統功能對教學效果影響」與「教學支援」三類。 （三）影響老師線上學習滿意╱不滿意的因素，共有「正面效益」和「負面效益」二大原因。正面效益的方面有「科技效益認知(樂觀)」、「創新求變」二類，負面效益則有「功能存疑」、「適應不良」與「技術和人力支援」三類。 （四）科技介入對於學生助教和老師的滿意都會有影響，但影響不同。 關鍵詞：線上學習、關鍵事例法、學習滿意 / Distance- Learning (also called “E- Learning”) keeps in growing as it applies to each field in recent years, as well as more and more courses uses Distance- learning for teaching in school education. Distance- Learning differs toward Traditional Learning because of the infusion from information technology; therefore the efficiency that Distance- Learning brings which differentiates from Traditional Learning is concerned by researcher through comparing satisfaction factors in this study to understand the benefit of Distance- Learning. This study adapt Critical Incident Technique (CIT) as qualitative research, research subject is Distance- Learning users (contains student, teaching assistant and lecturer) from National Chengchi University, which uses telephone surveys or face- to- face interview to collect usage satisfaction/dissatisfaction incident. This study categories Distance- Learning into “Synchronous”、“Personal Instruction and Video Recording”、 “Personal Instruction and Asynchronous” and “Distance Asynchronous” by incorporating course structure questionnaire to proceed student satisfaction analysis, followed by comparing satisfaction factors from teaching assistant and lecturer to find out individual satisfaction factors. Through integration and comparison of overall satisfaction/dissatisfaction factors, study result shows: (1) Factors influence Distance- Learning students’ satisfaction/dissatisfactions are “Teaching Enthusiasm and Skill”、“Emotional Interaction”、“Feedback Interaction”、“Knowledge Interaction”、“Information Transmission”、“Distance- Learning System Hardware/Software Usage”、“Curriculum Design” and “Non- computerized class facility”. (2) Factors influence Distance- Learning teaching assistants’ satisfaction /dissatisfactions are “Motivational Needs” and “Influences of Information Technology infusion toward Work Performance”. There are “Working Salary”、“Achievement”、“Social Needs (to lecturer)”、“Social Needs (to student)” within “Motivational Needs”; while “Information Technology Infusion” has “Fluent usage of System”、“Influences of System Function toward Teaching Effect” and “Teaching Support”. (3) Factors influence Distance- Learning lecturers’ satisfaction/dissatisfactions are “Positive Efficiency” and “Negative Efficiency”. “Positive Efficiency” has “Recognition of Technology Efficiency (optimism)” and “Innovativeness”, while “Negative Efficiency” has “Insecurity”、“Discomfort”、“Technical and Human Support”. (4)Technology infusion influences students’、teaching assistants’ and lecturers’ satisfaction, but with different influence. Keywords: Distance- Learning, Critical Incident Technique (CIT), Learning Satisfaction