Launching of digital reference services by academic libraries is on the increase. Libraries are exploring new ways of expanding their services by interacting with users and responding to user inquiries via the Internet, especially students enrolled on the distance mode of studying. The purpose of this study was to evaluate digital reference services at the Polytechnic of Namibia library and the University of Namibia library. Two aspects were evaluated, namely, ‘Resources’ and ‘elements of the general digital reference model’. This study was a summative evaluation study in which semi-structured interviews and observations were used to collect data. The research findings showed that these libraries used the general digital reference model in providing responses to the library users. The study established that the two libraries did not follow the IFLA and RUSA standards of staffing and training of librarians working with digital reference services. The study further found that a lack of ability to fully demonstrate to users how to access various library services was one of the major problems that the librarians experienced. / Program: Masterprogram: Biblioteks- och informationsvetenskap, Digitala bibliotek och informationstjänster

The "global marketplace" has been a driving force for change, resulting in a dramatic increase in competition and expectations of consumers. With more mailing options available, consumers are scrutinizing service and cost performance at a level never-before experienced by the United States Postal Service. For an organization that has operated as a relatively stable government agency for 224 years, the environmental changes are severe, and necessitating the need for change. This thesis studied the impact of a management intervention on performance at a USPS processing and distribution center. The intervention installed a performance measurement system. A quasi-experimental methodology utilizing a nonequivalent comparison group was utilized to evaluate the impact of this intervention on both management process variables and operational performance indicators. The framework for the management process variables originated from the sociotechnical literature. There was evidence to support that operational performance improved and several process management variables changed following the intervention. / Graduation date: 1999

Nowadays enterprises use brand strategy to enhance product¡¦s depth and width, raising the customers¡¦ evaluation on brand. To lower the cost of launching a new product, enterprise usually uses line extension to launch a new product. Most researches about the effect of product line extension on consumer evaluation all focus on physical product. Research focuses on service product is rare. This study focuses on service product, and wants to know the application of vertical extension strategy in service industry. Although extension direction is main strategy when doing product line extension in practical use, extension direction is considered as moderating variable to others, not main issue in previous academic studies. Thus this study treats extension direction as main body of the research, and discusses the changes of consumers¡¦ attitudes towards parent brand and extension brand in different situation. This study chooses two hotels, The LALU and CHINATRUST Hotel which are real and have different brand concepts, as the design scenario, using experiment design to understand consumers¡¦ evaluations at extension service and parent brand when facing different directions of product line extension. Besides, this study uses service continuity to replace ownership effect, and chooses extension direction as main effect, observing the interaction between extension direction and brand concepts, service continuity and branding strategy, trying to understand the factors influencing consumers¡¦ evaluation in product line extension. This study finds consumers¡¦ evaluation of upward extension is significantly higher than downward extension during product line extension. However, no matter upward or downward, consumers¡¦ evaluation on parent brand become lower. The prestige-oriented brand concept enhances this negative effect, but branding strategy of subbrand can ease this effect.

Darbo objektas: kaimo turizmo sodybų paslaugos Jonavos rajone Darbo tikslas: įvertinti kaimo turizmo sodybų Jonavos rajone teikiamas paslaugas Darbo uždaviniai: 1. Askleisti turizmo bei kaimo turizmo sampratą ir rūšis 2. Apibrėžti paslaugos sampratą ir kaimo turizmo paslaugų rūšis 3. Ištirti Jonavos rajono kaimo turizmo sodybų teikiamas paslaugas vartotojų požiūriu Probleminiai klausimai: Kaip vartotojai vertina Jonavos rajono kaimo turizmo sodybų teikiamas paslaugas? Kokios paslaugos neatitinka vartotojų lūkesčių ir kokių paslaugų pasigendama Jonavos rajono kaimo turizmo sodybose? Išvados: Įvertinus kaimo turizmo paslaugas Jonavos rajone buvo nustatyta, jog svarbiausias kriterijus renkantis kaimo turizmo sodybą buvo kaina, todėl sodybų šeimininkams rekomenduojama ypač didelį dėmesį skirti kainų politikai. Kiti svarbūs veiksniai buvo paslaugų įvairovė bei reklama/informacija, tačiau labai maža dalis respondentų nurodė, kad apie sodybą sužinojo iš skelbimų spaudoje, o tai rodo, kad sodybų šeimininkai turėtų daugiau dėmesio skirti reklamai. Geriausiai vertinamos paslaugos buvo pirtis, kubilas bei pavėsinė su lauko židiniu, o labiausiai pasigendama baseino ir baidarių nuomos, todėl sodybų šeimininkams rekomenduojama daugiausiai dėmesio skirti šių paslaugų teikimui. Tyrimas atskleidė, kad Jonavos rajono kaimo turizmas yra vertinamas gerai ir dauguma respondentų norėtų dar kartą apsilankyti kaimo turizmo sodybose Jonavos rajone. / Object: rural tourism services in Jonava district Aim: to evaluate rural tourism services in Jonava district The goals: 1. Reveal the concept and types of tourism and rural tourism 2. Define the concept of service and describe rural tourism service types 3. Investigate rural tourism services in consumers point of view in Jonava district Problematic Issues: How consumers evaluate rural tourism services of Jonava district? What kind of services do not meet consumers' expectations and what kind of services missing on Jonava rural tourism? Conclusions: The evaluation of Jonava district rural tourism showed that the most important criterion when choosing a homestead was the price, so owners are recommended to pay more attention to pricing policy. Other important factors were the variety of services and advertising / information, but a very small percentage of respondents indicated that they found out about the homestead from the advertisements in the press, and this shows that the owners should pay more attention to advertising. Research showed that the best evaluted services were sauna, hot tub and a arbor with a fireplace, and there was missing a swimming pool and canoe rentals, so owners are recommended to focus on the provision of these services. The study revealed that rural tourism of Jonava district is assessed as good and the majority of respondents would like to revisit homesteads of Jonava district.

Thesis (Ph. D.)--Ohio State University, 2007. / Title from first page of PDF file. Includes bibliographical references (p. 194-202).

After nine years of working in the field of social work, this including counselling, training and supervision, the researcher became aware of the need to develop a tool by which social workers could identify how they work. This study is for the social workers. It will review theory and techniques and then will go one step further. It will offer a new product to the social worker, a product whereby he or she can internally reflect on, investigate, argue about, integrate and finally, within the relationship the social worker has with his or her own working self, developed a personal practice model. Developmental research was selected as the research design. The tool to achieve the goal of developing a personal practice model was a workshop. A pilot study was undertaken at Family Life Centre. / Social Work / M.A. (Social Science (Mental Health))

Made available in DSpace on 2014-06-11T19:28:01Z (GMT). No. of bitstreams: 0 Previous issue date: 2006Bitstream added on 2014-06-13T19:36:27Z : No. of bitstreams: 1 fonseca_crb_me_botfm.pdf: 2425384 bytes, checksum: 80fa4a5bebd717d9956ee5a3a1878468 (MD5) / Frente à classificação do HC da FMB da Unesp no SUS, como Hospital Universitário e terciário objetivou-se estudar a interface da enfermaria do PS de Pediatria do HC, com o Sistema de Saúde local e regional, por meio da caracterização de suas internações, e do estudo dos recursos de saúde dos municípios da DIR-XI. Estudou-se 658 internações no período de 01 de junho a 31 de dezembro de 2003, aplicando protocolo com entrevista semi-estruturada, e coleta de dados de registros de anotações médicas e de enfermagem, além dos dados das unidades de saúde, dos municípios de procedência das internações, cadastrados no SUS. Para a classificação das doenças utilizou-se a CID-10 e para os medicamentos a lista de Denominações Comuns Brasileira (DCB) e, a dos genéricos, propostas pela ANVISA. Os protocolos foram digitados e analisados pelo Epiinfo 6.04d. Nas internações houve predomínio de meninos (53%), com a freqüência de 61,3% entre menores de cinco anos, sendo 19.9% menores de um ano; 26,5% de cinco a dez anos e 12.2% de adolescentes. De Botucatu procederam 54%, e dos demais municípios 46%. Dentre as doenças mais freqüentes, as do aparelho respiratório foram 26,4% e as conseqüentes a causas externas 16,7%. Das internações 70,9% tiveram um diagnóstico. Os exames mais solicitados foram: Hemograma 56,9%, Raios-X de tórax 42% e PCR 36,3%. Os medicamentos mais utilizados foram antibióticos (47,7%) e analgésicos e antitérmicos (29,8%). A média de permanência foi um dia. Necessitaram especialidades 43%: Neuropediatria 22,3%; Cirurgia Infantil 17,7%; Hematologia 12,7%. Foram encaminhados para enfermaria de Pediatria do HC, 25,1%, e para UTI, 1,1%. O estudo da trajetória prévia mostrou procura por serviços de saúde em 68,1%, sendo 56,9% PS e 26,2% UBS. A média do período entre a procura e a internação foi de 3,1 dias. Espontaneamente vieram 56,4%... / Based on the classification of the Clinic Hospital of the Medical School of Botucatu, Unesp at SUS - Unique Healthcare System, as a tertiary University Hospital, this work studied the interface of the pediatric ward at the Emergency Room at the Clinic Hospital with the local and regional Health System through the characterization of its hospitalizations, and the resources of health in the cities of DIR-XI (administrative region of Botucatu). A total of 658 hospitalizations, between June 1st and December 31st, 2003, were studied. Besides the protocol with semi-structured interviews, and collect of data from the medical and nursing registers, data from the health unit in the cities, registered at SUS, where the hospitalizations originated were also used. The International Classification of Disease - ICD - 10 was used to classify the diseases; the Brazilian Common Denomination (BCD) and the generic list proposed by ANVISA (Brazilian National Health Vigilance Agency) classified the medications. The protocols were typed and analyzed by Epiinfo 6.04d. Boys (53%) prevailed the hospitalizations; with 61,3% under 5 years of age where 19.9% were under one year old; 26.5% from 5-10 years of age and 12.2% adolescents. Fifty-four percent were from Botucatu and 46% from other cities. Among the most frequent diseases, the respiratory ones were 26.4%, and the ones due to external causes were 16.7%. Among the hospitalizations, 70.9% had one identified diagnoses. The most requested exams were: Blood Count - 56.9%, Thorax X-ray - 42% and PCR - 36.3%. The most often medications were: antibiotics (47.7%) and analgesic and antipyretic (29.8%). One day was the average permanence in hospital. Forty-three percent patients needed specialties: Neuropediatrics - 22.3%; Infantile Surgery - 17.7%; Hematology - 12.7%... (Complete abstract click eletronic access below)

Orientador : Agueda Beatriz Pires Rizzato / Resumo: Frente à classificação do HC da FMB da Unesp no SUS, como Hospital Universitário e terciário objetivou-se estudar a interface da enfermaria do PS de Pediatria do HC, com o Sistema de Saúde local e regional, por meio da caracterização de suas internações, e do estudo dos recursos de saúde dos municípios da DIR-XI. Estudou-se 658 internações no período de 01 de junho a 31 de dezembro de 2003, aplicando protocolo com entrevista semi-estruturada, e coleta de dados de registros de anotações médicas e de enfermagem, além dos dados das unidades de saúde, dos municípios de procedência das internações, cadastrados no SUS. Para a classificação das doenças utilizou-se a CID-10 e para os medicamentos a lista de Denominações Comuns Brasileira (DCB) e, a dos genéricos, propostas pela ANVISA. Os protocolos foram digitados e analisados pelo Epiinfo 6.04d. Nas internações houve predomínio de meninos (53%), com a freqüência de 61,3% entre menores de cinco anos, sendo 19.9% menores de um ano; 26,5% de cinco a dez anos e 12.2% de adolescentes. De Botucatu procederam 54%, e dos demais municípios 46%. Dentre as doenças mais freqüentes, as do aparelho respiratório foram 26,4% e as conseqüentes a causas externas 16,7%. Das internações 70,9% tiveram um diagnóstico. Os exames mais solicitados foram: Hemograma 56,9%, Raios-X de tórax 42% e PCR 36,3%. Os medicamentos mais utilizados foram antibióticos (47,7%) e analgésicos e antitérmicos (29,8%). A média de permanência foi um dia. Necessitaram especialidades 43%: Neuropediatria 22,3%; Cirurgia Infantil 17,7%; Hematologia 12,7%. Foram encaminhados para enfermaria de Pediatria do HC, 25,1%, e para UTI, 1,1%. O estudo da trajetória prévia mostrou procura por serviços de saúde em 68,1%, sendo 56,9% PS e 26,2% UBS. A média do período entre a procura e a internação foi de 3,1 dias. Espontaneamente vieram 56,4%... (Resumo completo, clicar acesso eletrônico abaixo) / Abstract: Based on the classification of the Clinic Hospital of the Medical School of Botucatu, Unesp at SUS - Unique Healthcare System, as a tertiary University Hospital, this work studied the interface of the pediatric ward at the Emergency Room at the Clinic Hospital with the local and regional Health System through the characterization of its hospitalizations, and the resources of health in the cities of DIR-XI (administrative region of Botucatu). A total of 658 hospitalizations, between June 1st and December 31st, 2003, were studied. Besides the protocol with semi-structured interviews, and collect of data from the medical and nursing registers, data from the health unit in the cities, registered at SUS, where the hospitalizations originated were also used. The International Classification of Disease - ICD - 10 was used to classify the diseases; the Brazilian Common Denomination (BCD) and the generic list proposed by ANVISA (Brazilian National Health Vigilance Agency) classified the medications. The protocols were typed and analyzed by Epiinfo 6.04d. Boys (53%) prevailed the hospitalizations; with 61,3% under 5 years of age where 19.9% were under one year old; 26.5% from 5-10 years of age and 12.2% adolescents. Fifty-four percent were from Botucatu and 46% from other cities. Among the most frequent diseases, the respiratory ones were 26.4%, and the ones due to external causes were 16.7%. Among the hospitalizations, 70.9% had one identified diagnoses. The most requested exams were: Blood Count - 56.9%, Thorax X-ray - 42% and PCR - 36.3%. The most often medications were: antibiotics (47.7%) and analgesic and antipyretic (29.8%). One day was the average permanence in hospital. Forty-three percent patients needed specialties: Neuropediatrics - 22.3%; Infantile Surgery - 17.7%; Hematology - 12.7%... (Complete abstract click eletronic access below) / Mestre

Esse estudo teve como objetivo avaliar a evolução dos pacientes com síndrome de dependência de álcool nas dimensões sociais e de saúde. Metodologia: O desenho metodológico do estudo é do tipo longitudinal e a mensuração da evolução do tratamento ocorreu por meio da abordagem quantitativa. A amostra foi composta por 35 pacientes de ambos os sexos com diagnóstico de síndrome de dependência alcoólica em tratamento no CAPS - AD II de Ribeirão Preto-SP. A evolução do tratamento foi realizada por meio de duas avaliações, sendo a primeira consulta no primeiro mês e a segunda agendada para três meses posteriormente ao início do tratamento. Para a coleta de dados utilizouse o The Addiction Severity Index ASI, um questionário que possibilita mensurar a evolução do tratamento considerando seis áreas de maior importância da vida da pessoa. Resultados: identificou-se que os usuários em tratamento no CAPS - AD II são adultos, a maioria do sexo masculino, de cor branca, solteiros/separados, católicos, possui baixo nível de escolaridade, quase a metade está desempregado e os que trabalham recebem uma renda mensal entre R$380 a R$1000. Para a análise estatística das áreas do ASI, dos dados sociodemográficos e do padrão de uso utilizaram-se o modelo estatístico da análise linear de efeitos mistos. Desse modo, a idade, a escolaridade, o estado civil, a religião, o emprego, a renda, os anos de consumo de álcool, a freqüência de uso e o valor em dinheiro gasto com o uso foram as variáveis que influenciaram na evolução do tratamento em cada área. Os resultados indicaram que a evolução do tratamento foi positiva ao longo dos três meses nas Áreas Uso de Álcool, Legal, Relação Família/Social e nas Condições Psiquiátricas. Conclusão: A relação entre o consumo do álcool e as conseqüências sociais e de saúde são complexas e multidimensionais. Avaliar a evolução do tratamento de pacientes alcoolistas de um CAPS - AD possibilitou identificar as características sociais e de saúde que podem contribuir de maneira mais apropriada no norteamento e planejamento da assistência a essa população. / This study aimed to evaluate the evolution of patients with alcohol dependency syndrome in terms of social and health dimensions. Methodology: The methodological design is longitudinal and the measurement of the treatment evolution occurred through qualitative approach. The sample was composed of 35 patients, both genders, with diagnosis of alcohol dependency syndrome in treatment at CAPS-ad II in Ribeirão Preto - SP, Brazil. The treatment evolution was measured through two evaluations, the first consultation in the first month and the second one scheduled for three months after the beginning of the treatment. The Addiction Severity Index ASI, a questionnaire that measures the treatment evolution considering six areas of high importance in a persons life, was used for data collection. Results: It was identified that users at CAPS-ad II, in treatment for alcoholism, are adults, male in their majority, white, single, catholic, with low schooling, almost half of them are unemployed, and those who work have a monthly income ranging from R$ 380 to R$ 1000. For the statistical analysis of the socio-demographic data, pattern of use, and ASI areas, the linear mixed-effects statistical model was used. This way, age, schooling, marital status, religion, work, income, years of alcohol consumption, frequency of use, and amount of money spent in each area were the variables that influenced the treatment evolution in each area. Results indicate that the treatment evolution was positive over the three months in the areas of Alcohol Use, Legal, Family/Social Relation and Psychiatric conditions. Conclusion: The relation between the consumption of alcohol and social and health consequences are complex and multidimensional. Evaluating the treatment evolution of alcoholic patients in one of the CAPS-ad allowed the identification of social and health characteristics that can contribute in a more effective way in the planning and guiding the care delivered to the services users.

Familiares cuidadores de usuários de serviço de saúde mental têm sido chamados a participar cada vez mais ativamente como provedores de suporte e cuidados às pessoas em situação de sofrimento mental. Neste contexto, a avaliação do serviço mostra-se central em se considerando a mudança de paradigma na assistência em saúde mental. O presente estudo objetivou avaliar a sobrecarga e a satisfação com o serviço de familiares cuidadores de pessoa em sofrimento mental, verificando sua relação com estresse, estressores do cuidado, qualidade de vida e enfrentamento. Participaram 54 familiares de usuários que frequentavam um serviço substitutivo de saúde mental em cuidado intensivo e semi-intensivo de uma cidade de médio porte do interior paulista. Os instrumentos utilizados foram: Escala de Sobrecarga dos Familiares de Pacientes Psiquiátricos (FBIS-Br); Escala de Avaliação da Satisfação dos Familiares em Serviços de Saúde Mental (SATIS-Br); Inventário de Sintomas de Stress para Adultos de Lipp (ISSL); Inventário de Estratégias de Coping de Folkman e Lazarus; Escala de Qualidade de Vida versão abreviada (WHOQOL-Bref) e Roteiro Complementar. Os dados foram tratados por meio de estatística não-paramétrica e se adotou valor p<=0,05. Verificaram-se moderada sobrecarga objetiva e de moderada a elevada sobrecarga subjetiva. Entre participantes com estresse, foi maior a sobrecarga objetiva (p=0,000) e subjetiva (p=0,04). As mulheres apresentaram maior sobrecarga objetiva devido à supervisão aos comportamentos problemáticos comparativamente aos homens (p=0,04). Foi encontrada maior sobrecarga objetiva entre participantes cujos usuários possuíam o diagnóstico de esquizofrenia (p=0,01). Verificou-se correlação positiva entre sobrecarga objetiva devido à assistência na vida cotidiana e tempo de diagnóstico (p=0,01) e tempo de tratamento (p=0,03). Observou-se correlação negativa entre sobrecarga objetiva e os domínios físico (p=0,04) e social (p=0,03) da qualidade de vida. Foi encontrada correlação positiva entre sobrecarga subjetiva e uso da estratégia de resolução de problemas (p=0,05). Em sua maioria, os cuidadores encontraram-se satisfeitos com o serviço frequentado pelo usuário. Verificou-se correlação negativa entre satisfação com resultado do tratamento e idade do usuário (p=0,006). Observou-se correlação negativa entre sobrecarga objetiva e satisfação com serviço (p=0,05). Dados descritivos apontaram para baixa participação do familiar cuidador no serviço e no tratamento do usuário. Concluiu-se que os familiares cuidadores apresentaram dificuldades no cuidado ao usuário. A sobrecarga apresentou impacto negativo na qualidade de vida dos participantes. O serviço de saúde mental não foi avaliado como possuindo recursos de alívio à sobrecarga do cuidador. Os dados apontam para a necessidade de maior articulação entre serviço substitutivo em saúde mental e rede básica, bem como elaboração e desenvolvimento de programas de intervenção que possam ajudar esses cuidadores no que diz respeito ao cuidado ao usuário e ao manejo de situações estressantes. (FAPESP). / Family caregivers of mental health service users have been called on to participate more actively in providing support and care to people with mental suffering. In this setting, service evaluation becomes central, considering the paradigm change that is taking place in mental health care. The goal of the present study was to evaluate family caregivers of individuals with mental suffering in terms of their overload and satisfaction towards the service, analyzing the relationship with stress, care stressors, quality of life, and coping. Participants were 54 relatives of individuals who attended a substitutive mental health service for intensive and semi-intensive care in a medium sized city in the state of Sao Paulo. The following instruments were used: Family Burden Interview Scale for Relatives of Psychiatric Patients (FBIS-Br); Satisfaction Assessment Scale for Relatives of Psychiatric Patients (SATIS-Br); Lipp\'s Inventory of Stress Symptoms for Adults (ISSL); Coping Strategy Inventory by Folkman and Lazarus; Quality of Life Scale, shorter version (WHOQOL-Bref) and a Complementary Script. Data were treated using non-parametric statistics and considering p<=0.05. It was found that objective burden was moderate and subjective burden was moderate to high. Participants with stress had higher objective (p=0.000) and subjective (p=0.04) burdens. Objective burden was greater among women, because of the supervision of problematic behaviors, compared to men (p=0.04). Participants who were caregivers of users diagnosed with schizophrenia showed greater objective burden (p=0.01). A positive correlation was found between objective burden due to everyday life care and time of diagnosis (p=0.01) and time of treatment (p=0.03). A negative correlation was observed between objective burden and the physical (p=004) and social (p=0.03) domains of quality of life. A positive correlation was found between subjective burden and using the problem solving strategy (p=0.05). Most caregivers were satisfied with the service attended by the user. A negative correlation was observed between satisfaction towards the treatment outcome and user\'s age (p=0.006). There was also a negative correlation between objective burden and satisfaction towards the service (p=0.05). Descriptive data pointed at the poor participation of family caregivers in the service and in the treatment of the user. In conclusion, family caregivers face difficulties in providing care to the user. The burden had a negative impact on the participants\' quality of life. The mental health service did not have resources to relieve caregiver burden. The data show that there is a need to improve the articulation between substitutive mental health services and the primary care level, as well as to design and develop intervention programs that could help those caregivers in terms of providing care to users and managing stressful situations. (FAPESP).