<p>Swedish consulting companies within the architecture-and engineering business exist on a market that is distinguished by an increasing globalization and internationalization. The companies’ commissions are based mostly on long-term, personal clientele. These relations are threatened by a huge number of coming retirements and high employee turnover.</p><p>Consequently these companies need to improve and strengthen their relationships with existing customers, to create long-term employee and customer loyalty. The purpose of this essay was to analyze and evaluate consulting companies´ internal marketing. To elucidate the problem a survey has been performed on three architecture- and engineering business and their client. From the study, elements that are important to create loyalty have been derived. The theories are based on involvement, branding and organization.</p><p>From the result it may be concluded that all consulting companies fulfil every factor considered important to create loyalty. These factors are mainly strong brand, high involvement and customer satisfaction. The companies realize the great importance of personal relations and are aware of the strategic procedures needed to create loyalty. They have also successfully created loyal customers. However, this loyalty is directed to individuals instead of companies.</p><p>The fact that loyalty is directed to individuals instead of companies is not a big problem today, but coming retirements and high employee turnover means that in the future it will be more important to focus on creating loyalty towards the companies. To secure their future situation, the companies need to develop strategies to strengthen customer relations to the company.</p><p>The conclusion is that companies in this position need to work strategically to build their brand image. By creating a stronger brand internally the companies will maintain an attractive working place, increasing loyalty amongst employees. This in turn will strengthen the possibilities to create long-term customer loyalty towards their brand.</p><p>Suggestion to further research is to study additional factors that are important to create loyalty directed to the company.</p> / <p>Svenska konsultföretag inom arkitektur- och teknikbranschen agerar på en marknad som kännetecknas av en ökad globalisering och internationalisering. Företagens uppdrag bygger främst på långsiktiga och personliga kundkontakter som hotas av stora pensionsavgångar och hög personalomsättning. Av denna anledning behöver de nu förstärka relationerna med de befintliga kunderna samt knyta personalen till sig för att skapa både lojala anställda samt lojala kunder. Uppsatsens syfte var att analysera och utvärdera konsultföretagens interna marknadsföring. För att belysa problemet har en surveyundersökning gjorts på tre konsultföretag inom arkitektur- och teknikbranschen, samt hos deras kunder. Utifrån studien skulle faktorer härledas som är viktiga för konsultföretag för att skapa lojala anställda samt lojala kunder. Teoridelen baseras på teorier om involvering, branding och organisation.</p><p>Resultatet visar att konsultföretagen uppfyller samtliga av de faktorer som anses viktiga för att skapa lojalitet. Dessa faktorer är främst starkt varumärke, höginvolvering samt kundtillfredsställelse. Företagen inser vikten av personliga relationer samt är medvetna om de strategiska arbetssätten för att skapa lojala kunder. Studien visar att företagen har lyckats med detta. Lojaliteten är dock personanknuten och inte riktad till företagen.</p><p>Att lojaliteten är personanknuten är i dagsläget inget stort problem, men då stora pensionsavgångar väntar och personalomsättningen blir allt högre kommer det bli mer aktuellt i framtiden att fokusera lojaliteten till företaget. För att säkra situationen i framtiden behöver företagen arbeta strategiskt med att förankra kundkontakterna till företaget.</p><p>Slutsatsen är att företagen i detta läge behöver arbeta strategiskt med att bygga upp sitt varumärke. Genom att börja varumärkesuppbyggandet internt och förankra företagets identitet erhålls en attraktiv arbetsplats, vilket stärker lojaliteten hos de anställda. Vidare ökar detta förutsättningarna för att skapa en långsiktig varumärkeslojalitet hos kunderna.</p><p>Som förslag på vidare forskning gavs, att studera ytterligare faktorer som är viktiga för att skapa varumärkeslojalitet.</p>

<p><strong>Purpose </strong>The purpose is to analyze the parliamentary parties political communication in the social media channels before the election 2010.</p><p><strong>Methodology </strong>This essay is a descriptive study from nine interviews of the responsible people in the parliamentary parties. In addition to that two more interviews were done with social media experts</p><p><strong>Theoretical perspective </strong>This essay is based on two-way communication and communication strategies</p><p><strong>Conclusions </strong>The parliamentary parties use social media as a complement to traditional media. The purpose is to create dialog and to minimize the gap to the voters, but in many ways it is being used as a one-way communication channel.  The parliamentary parties are trying to use the social media channels in Swedish conditions, but in many ways they try to imitate an American used strategy.</p>

Purpose The purpose is to analyze the parliamentary parties political communication in the social media channels before the election 2010. Methodology This essay is a descriptive study from nine interviews of the responsible people in the parliamentary parties. In addition to that two more interviews were done with social media experts Theoretical perspective This essay is based on two-way communication and communication strategies Conclusions The parliamentary parties use social media as a complement to traditional media. The purpose is to create dialog and to minimize the gap to the voters, but in many ways it is being used as a one-way communication channel.  The parliamentary parties are trying to use the social media channels in Swedish conditions, but in many ways they try to imitate an American used strategy.

Swedish consulting companies within the architecture-and engineering business exist on a market that is distinguished by an increasing globalization and internationalization. The companies’ commissions are based mostly on long-term, personal clientele. These relations are threatened by a huge number of coming retirements and high employee turnover. Consequently these companies need to improve and strengthen their relationships with existing customers, to create long-term employee and customer loyalty. The purpose of this essay was to analyze and evaluate consulting companies´ internal marketing. To elucidate the problem a survey has been performed on three architecture- and engineering business and their client. From the study, elements that are important to create loyalty have been derived. The theories are based on involvement, branding and organization. From the result it may be concluded that all consulting companies fulfil every factor considered important to create loyalty. These factors are mainly strong brand, high involvement and customer satisfaction. The companies realize the great importance of personal relations and are aware of the strategic procedures needed to create loyalty. They have also successfully created loyal customers. However, this loyalty is directed to individuals instead of companies. The fact that loyalty is directed to individuals instead of companies is not a big problem today, but coming retirements and high employee turnover means that in the future it will be more important to focus on creating loyalty towards the companies. To secure their future situation, the companies need to develop strategies to strengthen customer relations to the company. The conclusion is that companies in this position need to work strategically to build their brand image. By creating a stronger brand internally the companies will maintain an attractive working place, increasing loyalty amongst employees. This in turn will strengthen the possibilities to create long-term customer loyalty towards their brand. Suggestion to further research is to study additional factors that are important to create loyalty directed to the company. / Svenska konsultföretag inom arkitektur- och teknikbranschen agerar på en marknad som kännetecknas av en ökad globalisering och internationalisering. Företagens uppdrag bygger främst på långsiktiga och personliga kundkontakter som hotas av stora pensionsavgångar och hög personalomsättning. Av denna anledning behöver de nu förstärka relationerna med de befintliga kunderna samt knyta personalen till sig för att skapa både lojala anställda samt lojala kunder. Uppsatsens syfte var att analysera och utvärdera konsultföretagens interna marknadsföring. För att belysa problemet har en surveyundersökning gjorts på tre konsultföretag inom arkitektur- och teknikbranschen, samt hos deras kunder. Utifrån studien skulle faktorer härledas som är viktiga för konsultföretag för att skapa lojala anställda samt lojala kunder. Teoridelen baseras på teorier om involvering, branding och organisation. Resultatet visar att konsultföretagen uppfyller samtliga av de faktorer som anses viktiga för att skapa lojalitet. Dessa faktorer är främst starkt varumärke, höginvolvering samt kundtillfredsställelse. Företagen inser vikten av personliga relationer samt är medvetna om de strategiska arbetssätten för att skapa lojala kunder. Studien visar att företagen har lyckats med detta. Lojaliteten är dock personanknuten och inte riktad till företagen. Att lojaliteten är personanknuten är i dagsläget inget stort problem, men då stora pensionsavgångar väntar och personalomsättningen blir allt högre kommer det bli mer aktuellt i framtiden att fokusera lojaliteten till företaget. För att säkra situationen i framtiden behöver företagen arbeta strategiskt med att förankra kundkontakterna till företaget. Slutsatsen är att företagen i detta läge behöver arbeta strategiskt med att bygga upp sitt varumärke. Genom att börja varumärkesuppbyggandet internt och förankra företagets identitet erhålls en attraktiv arbetsplats, vilket stärker lojaliteten hos de anställda. Vidare ökar detta förutsättningarna för att skapa en långsiktig varumärkeslojalitet hos kunderna. Som förslag på vidare forskning gavs, att studera ytterligare faktorer som är viktiga för att skapa varumärkeslojalitet.

The purpose of this study is to analyze which communication strategies andinformation- and communication channels that Gällivare municipality should useunder the urban transformation to communicate with the citizens. The studyconcentrates on the age-groups 16 – 24, 25 – 44, 45 – 64 and people that are 65 yearsand older. This selection has been made as a segmentation of the citizens and is oneof the essay questions which refers to study the channels that each age-groups prefer.The study is a quantitative one and is based on a questionnaire survey directed to thecitizens and it’s 85 people who participated. The result of the survey have beenanalyzed with theories like Grunigs two-way symmetrical model, theories forcommunication in public sector and theories for the most common media channels asface-to-face communication and internet.The analysis shows that Gällivare municipality should use a communication strategythat is intended to surprise the citizens, becase the survey showed that there’s a fairlylow commitment for questions of the urban transformation. The strategy is alsouseful when the survey showed that the citizens believe that the promises in theinformation of Gällivare municipality aren’t kept, which could have resulted that theybecame passive and now they have to wake up from that state of mind. It also showsthat the age-group 16-24 years concider internet as a channel for information andsocial media as the most popular communication channel. Rest of the age-gropusprefer printed information. But the opinion for the communication channels differsbetween the group 25 – 44 years and the two others. The first mentioned considers emailas the channel they want to communicate with the municipality unlike the agegroups45 – 64 and 65 and older that prefers face-to-face communication.

The development of the Internet has led to a new platform for Web pages, Web 2.0. An interactive environment where users generate content. Facebook, which is one of the most popular social media sites, has opened up new opportunities for companies to communicate directly with individuals. Facebook has encouraged this by offering the technology and the possibility by developing the feature pages.The purpose of this study was to examine how Swedish Facebook users relate to company's presence on Facebook through pages. The study also intended to find out how Swedish Facebook users think that companies should behave on their Facebook page. We have examined the awareness, the attitudes and the expectations that Facebook users have toward pages, and how the users utilize pages.The study was conducted by method triangulation: a survey based on 728 Swedish Facebook users, and four additional interviews. The study has public relations and Customer Relationship Management as theoretical framework.Our results show that the awareness of pages is high amongst the respondents. It also shows that they understand the meaning of pages, they explain the concept in the same way as Facebook does. The general attitude to pages is positive among the respondents, still there are many who does not like pages. It also appears that the reason that respondents like pages, or not like, are often related to how they want to present their own self-image. And also because they actually appreciate the company. It is important for the respondents that the companies keep users updated through their pages. It also emerged that many of the respondents use pages passively, meaning that they read about updates through their newsfeed instead of actively going into the pages. The study also shows that the respondents ask for two-way communication on pages, but they are not willing to take the initiative themselves. / Internets utveckling har lett fram till en ny plattform för webbsidor, Web 2.0. En interaktiv miljö där användarna genererar innehållet. Facebook, som är ett av de mest populära sociala medierna, har öppnat upp nya möjligheter för företag att kommunicera direkt med privatpersoner. Facebook i sin tur har uppmuntrat detta genom att erbjuda tekniken och möjligheten för detta i form av sidor. Syftet med denna uppsats har varit att undersöka hur svenska Facebook-användare förhåller sig till företags närvaro via sidor. Studien avsåg även att ta reda på hur svenska Facebook-användare tycker att företag ska bete sig på sin Facebook-sida. Vi har undersökt vilken medvetenhet, attityd och vilka förväntningar som Facebook-användare har på sidor, samt hur användarna nyttjar sidorna. Undersökningen har genomförts genom metodtriangulering: en enkätundersökning baserad på 728 svenska Facebook-användare samt fyra kompletterande intervjuer. Studien har public relations och Customer Relationship Management som teoretiska ramverk. Studiens resultat visar att medvetenheten om sidor är stor bland respondenterna. Den visar också att de har förstått meningen med sidor, de förklarar begreppet på samma sätt som Facebook menar att sidor ska användas. Den generella attityden till sidor är positiv bland respondenterna, ändå är det många som inte gillar någon sida. Det framgår också att anledningen till att respondenterna gillar sidor, eller inte gillar, ofta hänger ihop med hur de vill presentera sin egen självbild samt att de faktiskt tycker om företaget. Viktigt för respondenterna är att företagen också håller användarna uppdaterade genom sidorna. Det framkom även att många av respondenterna använder sidor passivt, det vill säga att de läser om uppdateringar via nyhetsflödet istället för att aktivt gå in på sidorna. Studien visar också att respondenterna efterfrågar tvåvägskommunikation på sidorna, men att de inte är beredda att ta det initiativet själva.

Syfte &amp; Forskningsfråga: Syftet med denna studie är att förstå hur regionala flygbolag arbetar med elektronisk word-of-mouth (eWOM) genom att undersöka och analysera på vilket sätt företag kan arbeta med eWOM, vilken betydelse eWOM har för tjänster inom turismsektorns privata marknad samt vilket inflytande konsumenter har genom eWOM. Med syftet i baktanke formulerades forskningsfrågan: Vilken betydelse har eWOM för företag inom turismsektorn och hur kan de använda eWOM i sin marknadsföring?   Metod: I denna studie har vi använt oss utav en kvalitativ metod för att ha möjlighet att få en djupare förståelse för det valda forskningsämnet. Redan från början av studien har vi haft ett växelspel mellan teori och empiri, varför det abduktiva synsättet har använts. Vidare har empiriska data samlats in genom sex stycken semi-strukturerade intervjuer tillsammans med användandet av en intervjuguide för att till viss del kunna styra samtalet men samtidigt få mer flexibilitet där respondenterna haft möjlighet att svara fritt. Under intervjuerna har vi använt oss utav en intervjuguide för att till viss del kunna styra samtalet. De valda respondenterna har alla kunskap från arbete med marknadsföring men arbetar i olika positioner och företag.   Slutsatser: I studiens analys har vi kunnat se både instämningar och motsägelser mellan teori och empiri. Det har framkommit att eWOM har en stor betydelse för konsumenter och att de till stor del litar mer på andra kunders åsikter än företagets egen marknadsföring. Det poängteras även att tjänster inom turismsektorn är immateriella och ofta inte möjliga att pröva innan köp, vilket bidrar med osäkerhet för kunden. Utifrån detta har det kunnat konstateras att eWOM är betydelsefullt för att kunden ska kunna skapa sig en uppfattning och kunna utvärdera tjänsten. eWOM har således en stor betydelse för företagets kunder och det är därför direkt centralt för företagen att arbeta med detta i sin marknadsföring. / The purpose of this study has been to develop an understanding of how regional airlines are working with electronic word-of-mouth (eWOM) through examining and analyzing in which way companies can work with eWOM, what significance eWOM has to services within the tourism sectors private market and what influence consumers has through eWOM. With the purpose in mind the following research questions has been formulated: What significance has eWOM for companies within the tourism sector and how can they use eWOM in their marketing?   In this study we have used a qualitative method to have the possibility to develop a greater understanding of the chosen research topic. From the start of the study we have had an interplay between the theoretical and empirical material and therefore the abductive approach has been used. Furthermore the empirical material has been gathered through six semi-structured interviews with the use of an interview guide. In this way we could to some extent control and steer the conversation but at the same time bring flexibility where the informants had the possibility to speak freely. All the chosen informants have knowledge in marketing but they all work in different positions and companies.   Through the analysis of this study we have been able to both see agreements and disagreements between the theoretical and empirical material. It has been revealed that eWOM has a great significance to consumers and that they to a large extent trust other customers opinions more than they trust the companies own marketing. It has been pointed out that services within the tourism sector are immaterial and often not possible to try before being bought, which contributes with an uncertainty for the customer. Based on this we have found that eWOM has a great meaning for the customers creation of their perception and evaluation of services. eWOM therefore have a great importance for the company's customers and is thereby essential for the company’s marketing strategy.

The public relations field is rapidly adopting two-way symmetrical communications as a way to achieve excellence and win-win solutions for multiple publics. This paper focuses on activism and industry public relations approaches involving a group of expert physicians in Houston and the medical devices industry. After exploring two-way symmetrical communications and the Excellence Theory of Public Relations, the paper explores these physicians’ viewpoints and provides an overview of the medical device industry. The discussion then provides public relations suggestions for the physicians to symmetrically approach the industry to create change. Next, the paper recommends how the medical device industry can respond to work with the physicians and to prevent possible public relations damage and crisis. The paper concludes by expressing the importance of applying symmetrical communications methods to solve challenges and create win-win solutions. / text

Two-Way Immersion (TWI) programs offer settings and goals that foster multilingual and multicultural communities; however, communities are complex and fluid, and have aspects that may or may not promote equitable education and learning. This research analyzes the actions and interactions of a group of first grade students to address how community develops during the first semester of implementation of a TWI program. Theoretical notions of figured worlds and communities of practice frame the analysis of ethnographic data to provide insight into the complex social and pedagogical dynamics of this setting 1) through conversations with teachers, 2) through observations of teacher-student interactions during teacher-centered activities, and 3) through observations of students interacting with less teacher presence. Findings describe the teachers’ discourses about their students, which centered on issues of equity and dismantling language status hierarchies. The findings also describe practices that the teachers themselves frame as promoting unified, equitable communities; however, analysis was mixed in finding that certain practices appeared to promote unity within the classroom and others appeared to reinforce divisions among students. Key findings also confirm the results of other researchers regarding the positioning of initially bilingual students in TWI as “dual language experts.” This study notes some ramifications of teaching practices and aspects of the specific 50-50 TWI model for the entire community of learners, which, while elevating balanced bilinguals may marginalize English learners and Spanish learners. / text

Στόχος της παρούσας διατριβής είναι η διερεύνηση της αποτελεσματικότητας της ενίσχυσης στοιχείων τύπου πλάκας μέσω ενός νέου σύνθετου υλικού. Το νέο αυτό σύνθετο υλικό συντίθενται από ινοπλέγματα δύο διευθύνσεων σε ανόργανη μήτρα. Τα ινοπλέγματα αποτελούνται από ίνες άνθρακα ή ίνες υάλου, ενώ η ανόργανη μήτρα αποτελείται από κονίαμα. Ο όρος που έχει προταθεί από συγγραφείς για το νέο αυτό υλικό είναι Textile Reinforced Concrete, που στην Ελληνική γλώσσα θα μπορούσε να αποδοθεί ως Ινοπλέγματα Ανόργανης Μήτρας (ΙΑΜ). Για τον λόγο αυτό, παρασκευάσθηκαν δοκίμια τύπου πλάκας επί τεσσάρων περιμετρικών δοκών. Συνολικά κατασκευάσθηκαν τέσσερα δοκίμια τύπου πλάκας, εκ των οποίων τρία ενισχύθηκαν μέσω ΙΑΜ και ένα ήταν το δοκίμιο αναφοράς. Τα δύο δοκίμια ενισχύθηκαν με μία και δύο στρώσεις πλεγμάτων συνεχών ινών από άνθρακα, ενώ το τρίτο ενισχύθηκε μέσω εφαρμογής τριών στρώσεων πλεγμάτων συνεχών ινών υάλου. Τονίζεται πως τρεις στρώσεις πλέγματος συνεχών ινών υάλου έχουν ισοδύναμη δυστένεια με μία στρώση πλέγματος συνεχών ινών από άνθρακα. Στο πρώτο κεφάλαιο παρουσιάζονται οι ιδιότητες των ινών και της ανόργανης μήτρας, καθώς επίσης και η μηχανική συμπεριφορά του σύνθετου υλικού. Τέλος, γίνεται μια ανασκόπηση της έρευνας που έχει διεξαχθεί στο Εργαστήριο Μηχανικής και Τεχνολογίας των Υλικών, γύρω από το πεδίο των ενισχύσεων μέσω ΙΑΜ στοιχείων από οπλισμένο σκυρόδεμα. Στο δεύτερο κεφάλαιο συνοψίζονται οι ήδη υπάρχουσες τεχνικές επισκευής και ενίσχυσης πλακών. Επίσης, αναφέρονται παραδείγματα ενισχύσεων στοιχείων τύπου πλάκας από την διεθνή βιβλιογραφία. Στο τρίτο κεφάλαιο περιγράφονται οι εργασίες που πραγματοποιηθήκαν προκειμένου να κατασκευασθούν τα δοκίμια. Το κεφάλαιο αυτό χωρίζεται σε τέσσερις βασικές ενότητες. Στην πρώτη ενότητα παρουσιάζονται οι μηχανικές ιδιότητες των υλικών που χρησιμοποιήθηκαν για την παρασκευή και ενίσχυση των δοκιμίων, καθώς και οι διαδικασίες μέσω των οποίων αυτές διακριβώθηκαν. Στην δεύτερη και τρίτη ενότητα, αναφέρονται οι εργασίες που διενεργήθηκαν κατά την φάση της σκυροδέτησης και της ενίσχυσης αντίστοιχα των δοκιμίων, ενώ στην τέταρτη ενότητα αναλύεται η πειραματική διαδικασία που ακολουθήθηκε. Στο τέταρτο κεφάλαιο παρουσιάζονται τα αποτελέσματα που προέκυψαν από την διεξαγωγή των πειραμάτων. Το κεφάλαιο αυτό χωρίζεται σε τρεις ενότητες. Στην πρώτη ενότητα περιγράφεται η συμπεριφορά κάθε δοκιμίου ξεχωριστά. Στην δεύτερη ενότητα γίνεται σύγκριση των αποτελεσμάτων που εξήχθησαν για όλα τα δοκίμια, ενώ στην τρίτη και τελευταία ενότητα παρουσιάζονται εν συντομία τα βασικότερα συμπεράσματα, που προέκυψαν από την πειραματική διαδικασία. Στο πέμπτο κεφάλαιο, παρουσιάζονται οι βασικές σχέσεις μέσω των οποίων μπορεί να εκτιμηθεί το φορτίο αστοχίας πλακών δύο διευθύνσεων ενισχυμένων μέσω ΙΑΜ. Για τον λόγο αυτό δίνονται προσομοιώματα και σχέσεις, ενώ στην συνέχεια συγκρίνεται το φορτίο αστοχίας εκ των προτεινόμενων σχέσεων με το καταγραφόμενο φορτίο αστοχίας. Το έκτο και τελευταίο κεφάλαιο, παραθέτει συνοπτικά τα βασικότερα αποτελέσματα της παρούσας Διατριβής Διπλώματος Ειδίκευσης. Γενικά η νέα τεχνική ενίσχυσης, είναι ιδιαίτερα αποτελεσματική, αφού αυξάνεται σημαντικά το φορτίο αστοχίας των ενισχυμένων δοκιμίων συγκριτικά με το δοκίμιο αναφοράς. Παράλληλα η συμπεριφορά του πλέγματος είναι άριστη, αφού μέχρι και την στιγμή της αστοχίας δεν παρατηρείται αποκόλλησή του από την επιφάνεια του σκυροδέματος. Αξίζει να σημειωθεί πως η αστοχία των δοκιμίων συνέβη λόγω διάτρησης. Στο τέλος του κεφαλαίου αναφέρονται προτάσεις για μελλοντική έρευνα. / The aim of the present thesis is to investigate the efficiency of a new composite material for the strengthening of two way slabs. This new material is called “Textile Reinforced Concrete - (TRC)”. It comprises textiles, that is fabric meshes made of long woven, knitted or even unwoven fiber rovings in at least two orthogonal directions, impregnated with inorganic binders such as cement based mortars. For the purposes of this study, four specimens of two way slabs were produced. Three of them were strengthened with TRC, and the remaining specimen was kept as control. Two specimens were strengthened with one and two layers of textile respectively, whose yarns consisted of carbon fibers. The third one was strengthened with three layers of textile whose yarns consisted of glass fibers. It is worth mentioning that three layers of textiles with glass fibers, are equivalent in terms of stiffness and strength with one layer of textile with carbon fiber. The first chapter analyses the properties of fibers, yarns, textiles, and those of the inorganic matrix. The principles of the bond behavior are also presented. Moreover, the work done in the area of strengthening of concrete members at the faculty of Civil Engineering of the University of Patras is discussed. The second chapter summarizes the existing techniques of enhancement in strength of two way slabs. The purpose of the third chapter is to describe the course of action towards the construction of the specimens. The test procedure and measurements are also included in this chapter. The results as derived from the testing procedure are discussed in the fourth chapter of this dissertation. Comparisons of the results for each specimen are also drawn. In the fifth chapter, several experimentally and analytically based expressions have been used to evaluate the two-way capacity of slabs. The sixth chapter recapitulates the findings of the present research. It has been generally shown that the suggested technique appears to be effective. Noteworthy is the fact that all specimens experienced punching shear failure.