This thesis revolves  around the implementation and design of a social discovery web service called Go&Grow whose beta version was launched in september 2012. The aim of this study was to conduct a theoretical analysis of service design, putting it in comparison to other design disciplines, and finding key points in designing this web service. Another purpose was to start the implementation of the service using the web framework Django and further to evaluate different web techniques used to build such a system. Methods applied in this study were taken from literature describing the service design process.Based on these ndings, the identication of persons that should be involved in the design process was found. Also, prototypes of the design proposals were created to test user interaction and experience. The system has been implemented by using web techniques including Python and the Django framework, HTML, CSS, AJAX and JavaScript. Bothback-end as well as front-end development has been perfomed, though this thesis mainlyfocuses on the front-end aspects of implementation.The results of the study were a new design proposal of the web site as well as a launchedbeta version of the Go&Grow service.

This thesis is an analysis of the representations of Deaf identity in a major English Canadian newspaper, the Toronto Star. A qualitative case-based discourse analysis was used to examine a documented interaction between the Toronto Star and eleven Deaf community leaders and allies. This research found that the most frequent use of ‘deaf’ is metaphorical and of the non-metaphorical uses, ‘Deaf’ identity is predominantly constructed from a pathological paradigm. The findings of this research provide a valuable perspective from a non-dominate cultural group, the Canadian Deaf community, on the representation of Deaf identity in mainstream print news media. It also makes linkages between the representations of Deaf identity and the experiences of these representations by Deaf people, and links the perspectives of this cultural group to the broader body of research related to minority identity negotiation in mainstream media.

Syfte: Vilken effekt som publiceringar från media med dåliga ekonomiska tider har på aktiespararna på stockholmsbörsen samt undersöka om dessa nyheter påverkar aktiepriset på ett negativt eller positiv samt hur aktiesparare reagerar på ekonomiska indikationer samt om aktiespararens utbildningsnivå har någon effekt på om aktiespararen använder sig av media som beslutsunderlag i sin aktiehandel. Metod: Det är två undersökningar varav den ena är en kvantitativ enkätundersökning utan kvalitativa element. Den andra är ett stickprov på aktiekurser i samband med specifika artiklars publiceringsdatum. Slutsats: Utifrån de resultat som presenterats så går det att utläsa att aktiesparare sällan använder sig av media som beslutsunderlag när de handlar med aktier samt så finns inget negativt samband med de valda artiklarna och aktiekursen. Det fanns dock ett sammanband i det att aktiesparare med högra utbildning är mindre benägna att använda sig av media och dess indikationer som beslutsunderlag i deras handel med aktier. Fortsatt forskning: Det finns flera intressanta undersökningsfrågor kvar, bland annat så skulle undersökningen behövas göras på mer än ett område av media samt på flera olika områden av aktiemarknaden än dagligvaruhandeln. En annan intressant fråga är att enligt enkätundersökningen så är många aktiesparare högt utbildade inom ämnet men är fortfarande osäkra på deras effekt på aktiemarknaden när de handlar. Uppsatsens bidrag: Ett försök till att undersöka om media skapar sina egna självuppfyllande profetior i samband med att de publicerar nyheter med en negativ vinkling på det kommande ekonomiska klimatet. Enligt undersökningen så har inga tidningsartiklar någon märkbar effekt på aktiekursen.

AbstractTitleComplaints Handling and Social MediaPurposeThe purpose of the project is to describe how companies conduct complaints handling in socialmedia and how they listen, talk and energize with the help of social media in terms of complaintshandling.Research QuestionsHow do companies perform complaints handling in social media? How do companies listen, talkand energize in social media in terms of complaints handling?Theory and ConceptsComplaints handling; encouraging customers to voice a complaint; the role of front-lineemployees in complaints handling; the role of compensation in complaints handling; socialmedia and relationship marketing; listening in social media; talking in social media; energizingon social mediaMethodologyThe study is descriptive with deductive approach. The research is qualitative and the researchstrategy is one-to-one interviews. Interviews were conducted with social media representatives ofBeeline, SAS supermarkets’ chain and Figaro restaurant group in Armenia.ConclusionsFrom the research it was concluded that SAS supermarkets’ chain and Figaro restaurant group interms of complaints handling mainly embrace the relationship potentials social media provides.That is they listen to complaints on social media; they always response to complaints either bytaking proactive measures or describing the situation; however, they do not energize customerswith stories about successful complaints handling experiences. While, in terms of complaintshandling, Beeline does not use the tools of listening, talking and energizing properly. It was alsoconcluded that both SAS supermarkets’ chain and Figaro restaurant group conduct complaintshandling in social media environment mainly in accordance to theories about how successfulcomplaints handling can be done, while Beeline does not.

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The essay aimed to investigate whether people choose light products or original products regarding dairy products and beverages as well as the motives for their respective choice. Finally the purpose was to find out where they had obtained the knowledge to make their choice and how they thought media had affected their choice.   The method used was a qualitative decsriptive study with three focus groups consisting of six women aged 40-50, six women aged 20-30 and four men aged 25-35. Each interview lasted 2 hours. The groups were a selection of comfort.     The results showed that all respondents choose original products. The primary reason was because they thought that original products tasted better and had a better consistence. The two female groups thought that they had been affected by the media, while the male group on the other hand did not believe that they had been influenced.   One possible conclusion is that people easily can be affected by the media. This effect is both conscious and unconscious and has a great influence on the respondents’ choices of food and beverages. Further, it is obvious that people think it is most important to enjoy what they eat and drink.   Keywords: Light products, choice, media, attitudes

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De senaste tio åren har undersökningar genomförts av bland annat Mäklarsamfundet (Wörmann, 2006) och Fastighetsbyrån (Fastighetsbyrån, 2010) där svenska folkets förtroende för mäklare granskats. I Fastighetsbyråns undersökning från december 2010 framkommer det att endast fem procent av svenskarna har högt förtroende för mäklare i allmänhet. Samtidigt presenterar flera stora kedjor att de har mer än 70 procent nöjda kunder, vilket kan verka något motsägelsefullt. Detta arbete syftar till att undersöka vad skillnaderna i dessa siffror beror på och vad som påverkar kundnöjdheten hos mäklares kunder. Detta görs genom intervjuer med personer som har olika förhållanden till mäklare för att se om åsikterna hos grupperna skiljer sig åt. Fem mäklarfirmor har dessutom ombetts delta för att ge en klarare bild av hur de mäter sin kundnöjdhet. De personer som deltagit i studien har angett att de inte baserar sina åsikter och synpunkter angående mäklare på en stereotyp, utan på egna erfarenheter. Ingen av de tillfrågade uppger att media har spelat in och påverkat deras bild av fastighetsmäklare. Istället är det enskilda mäklare som presterat eller underpresterat i förhållande till köpare och säljares förväntningar som bidragit till den bild de har av fastighetsmäklare. Information, öppenhet och ärlighet är de gemensamma nämnare som både köpare och säljare efterlyser hos en bra mäklare. Det är inga stora förändringar som behövs för att skapa ett bättre rykte och öka förtroendet för mäklarkåren.

The current study aims to provide insight into future business people’s perception of Social Responsibility topics in news media generated in the European Union. Furthermore, the study develops an understanding of the link between the perception of future business people and the three CSR-dimensions in media. These three dimensions include ‘opinion forming’, ‘opinion illustrating’ and ‘responsibility for own business actions’, emphasizing the media’s responsibility towards its stakeholders in order to act in line with socially responsible business actions. In news media, CSR is rather complex and sensitively linked to agenda setting, democracy, and transparency issues as well as accountability and one-way communication. The study focuses on future business people’s perceptions based on how they are affected by a media company’s commitment to the three CSR-dimensions since opinions are formed through media within society as a whole. Furthermore, the current study is conducted with qualitative research in order to gain deeper insight into the sample group’s in-depth feelings, experiences and opinions. Focus groups are conducted in order to achieve a thorough understanding of their perceptions. The analysis of the current study is based on thematic analysis enabling a systematic approach in order to provide the reader a clear overview. Moreover, findings are discussed and implications for management of media companies and society are demonstrated. A number of differing opinions become evident through the study among future business people. Their perceptions towards SR topics in news media emphasize the importance of the topic in today’s business environment and society as well as a subject that needs attention in news media. Moreover, future business people share a concern regarding news media’s agenda setting and illustrating, which in turn has an effect on the way they perceive a media company’s social responsibility processes. At the same time, SR topics in news media are intended to be taken into consideration for future decision-making.

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