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 & 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.

In order to engage employees effectively, organisations need to practice two-way communication within a symmetrical worldview. This will encourage employees to feel valued, to participate in decision-making and contribute to obtaining organisational goals. Practising two-way communication will help to build stronger relationships between employees and managers, leading to increased employee engagement. Thus, the better the communication between managers and employees, the more engaged employees will be. Furthermore, the selection of communication channels can impact on the success of the message that is sent. Research has shown that if the inappropriate communication channel is selected when communicating with employees, the message might not be effectively received and understood. New technology, specifically Facebook can be introduced to provide an open and transparent channel for communication. Facebook can also facilitate two-way communication, which can lead to increased employee engagement. The literature study conducted informed the interview schedules that were developed and used to conduct semi-structured interviews with managers and focus group interviews with employees within two organisations in the South African financial sector. This was done in order to understand their expectations regarding the use of Facebook as an internal communication channel to enhance employee engagement. In terms of the conclusions derived from the empirical research, it seems evident that Facebook could be used as an additional internal communication channel to enhance employee engagement. Trust remains a very important factor in that managers should trust employees to use the channel in an ethical manner and employees should trust the organisation and its managers that they may voice their opinion freely, without the fear of victimisation. Facebook can be used to promote engagement on a social level to build relationships inside the organisation. However, managers and employees can together create a contract of understanding that will form the outline for a policy that will govern the use of Facebook. The parties involved can then negotiate the terms of this contract of understanding to ensure that all expectations regarding the use Facebook are met. / MA (Communication Studies), North-West University, Potchefstroom Campus, 2013

In order to engage employees effectively, organisations need to practice two-way communication within a symmetrical worldview. This will encourage employees to feel valued, to participate in decision-making and contribute to obtaining organisational goals. Practising two-way communication will help to build stronger relationships between employees and managers, leading to increased employee engagement. Thus, the better the communication between managers and employees, the more engaged employees will be. Furthermore, the selection of communication channels can impact on the success of the message that is sent. Research has shown that if the inappropriate communication channel is selected when communicating with employees, the message might not be effectively received and understood. New technology, specifically Facebook can be introduced to provide an open and transparent channel for communication. Facebook can also facilitate two-way communication, which can lead to increased employee engagement. The literature study conducted informed the interview schedules that were developed and used to conduct semi-structured interviews with managers and focus group interviews with employees within two organisations in the South African financial sector. This was done in order to understand their expectations regarding the use of Facebook as an internal communication channel to enhance employee engagement. In terms of the conclusions derived from the empirical research, it seems evident that Facebook could be used as an additional internal communication channel to enhance employee engagement. Trust remains a very important factor in that managers should trust employees to use the channel in an ethical manner and employees should trust the organisation and its managers that they may voice their opinion freely, without the fear of victimisation. Facebook can be used to promote engagement on a social level to build relationships inside the organisation. However, managers and employees can together create a contract of understanding that will form the outline for a policy that will govern the use of Facebook. The parties involved can then negotiate the terms of this contract of understanding to ensure that all expectations regarding the use Facebook are met. / MA (Communication Studies), North-West University, Potchefstroom Campus, 2013

This research is about Swedish cultural institutions’ digital public relations work, with the purpose of investigating what the digital coordinators at the institutions consider to be essential skills in their work and how they define and implement effective and successful communication online. Communicating about culture and cultural heritage is essential and a key priority in order to ensure that the public is educated about the past as well as the present. Through analysing data from interviews conducted with professionals working within communications at Swedish cultural institutions, the study investigates what the main difficulties, similarities and dissimilarities are in digital public relations today and why. The results show that the professionals’ main areas of difficulty lay within conciseness and correctness, these could be attributed to lesser constraints in the digital setting, inattention, the faster pace of working online as well as a higher tolerance for errors. The interviewees showed a dependence on adding links to their digital content, expressing different opinions regarding what purpose linking serves. There is a common trend within the professionals’ work in favour of democratisation of the dynamics between the institution and the public – two-way communication through adapted and personalised dialogue (community management) and valorisation of feedback. The study provides first-hand insight into the strengths and weaknesses of digital public relations actors working within Swedish cultural institutions.

Text in English / This study adopted a quantitative approach in order to produce numbers in relation to the diffusion of the new media. A descriptive quantitative survey was conducted – with sampling done in multi-stage probability – which comprised clustering, simple random, systematic, stratified sampling techniques, convenience and census sampling. A sample size of 379 respondents was selected, comprising 347 citizen-respondents and 32 government communicators (heads of communication). Data was collected utilising two (2) standardised questionnaires – one tailor-made for the citizens and the other for government communicators. Informed by the Diffusion of Innovations theory, this study has established that new media channels have difussed extensively within communities in the Province of Mpumalanga. This has provided a strong motivation to recommend that the communication policy of the South African government be amended, to include new media channels, like social media, as official government communication channels. / Communication Science / D. Litt. et Phil. (Communication)

Syftet med studien är att ge företag och organisationer kunskaper i hur de skapar relevant innehåll som intresserar deras kunder och hur de ska arbeta med sin marknadsföring på Facebook.  Metoder som används är en kvalitativ studie bestående av enskilda intervjuer med experter inom området för marknadsföring i sociala medier. Därtill har en kvantitativ studie genomförts för att mäta interaktionen på tre kommersiella Facebooksidor. Resultatet visar att det är viktigt att tänka efter vad som är målet och vilken utgång som marknadsföringen på Facebook kommer generera. Vidare är det inte ett ändamål i sig att få högt engagemang. Det krävs en kontinuerlig närvaro samt att företaget visar ett intresse och ger kunderna uppmärksamhet. Idag är användarna på Facebook mer anonyma än tidigare och det har blivit ovanligare att följa sidor. Att skapa innehåll som inbjuder till att samskapa och möjligheten att träffas utanför sociala medier visar på högt engagemang hos följarna i studiens kvantitativa undersökning. Implikationen är därför att användarna har blivit vana vid att innehållet riktas direkt till dem samt att det har hög kvalité och relevans. Innehåll utformas efter en specifik målgrupp som når dem vid rätt tidpunkt för att ge den ett så relevant innehåll som möjligt. Studien är begränsad till det sociala mediet Facebook och deras användare. Studien omfattar marknadsföring på Facebook via företagssidor. / Purpose – The purpose of this study is to give companies and organization's knowledge on how to create relevant content that interests their customers and how they can work with their marketing on Facebook.  Method – Methods used in this study are a qualitative study including interviews with experts in the field of marketing in social media. Furthermore, a quantitative study was made through measuring the interaction on three business sites on Facebook. Findings – Findings show that it is important to focus on the purpose and goal for the marketing, and what it will result in. Furthermore, it is not a goal itself to have high engagement. Today, the Facebook users are more anonymous online than earlier, and it has become unusual for them to follow a business site. Creating content that invites the users to co-create and to meet outside social media results in high interaction among the followers in the quantitative study. Lastly, continuous presence is required along with a genuine interest towards the costumers, and that the company gives their customer's attention. Implications – The implication is therefore that users have become more used to that content is directed directly towards them with a high quality and relevance. The content is designed for a specific target group that reaches them at the right time to give them as relevant content as possible. Limitations – The study is limited to the social media Facebook and its users. Furthermore, the study is focused towards marketing on Facebook for business sites.

Facebook is today a phenomenon that has connected the whole world. With millions of users this has become an attractive place for soccer clubs to connect with their fans. But in what ways are they using Facebook as a tool to connect with their fans?This essay aims to answer the question if it’s a difference in the way English and Swedish teams communicate with their fans on Facebook. The study was conducted with the use of telephone- and mail interviews. Too analyze the material the main theories I´ve used was public relations theory and the public sphere.The result of this study shows that it´s a difference in the way the Premier league teams Arsenal and Queens Park Rangers communicate in comparison with the Swedish teams Helsingborgs IF and IF Elfsborg. The Swedish teams are looking to create relationships by a two-way communication with their fans while the English teams are looking to create relationships with their fans thru pictures, interviews etc. Arsenal is also unique in this study by using Facebook as a tool for commercial purposes.

Five year old children starting their formal education in primary schools bring with them a range of informal mathematical understandings. Transitioning from an early childhood setting to the reception class at school can have a profound impact on their developing mathematical concepts. Traditionally their first teachers (parents, caregivers and whanau) gradually remove the support and encouragement and some of the familiar surroundings of their early childhood centres are no longer there. As children from 5 – 13 years of age spend approximately 85% of their time out of school it is important that their first teachers are encouraged to continue that support. This paper outlines a New Zealand project ‘Home School Partnership: Numeracy’ that gives one approach to enhancing children’s mathematical learning through shared understandings between home and school.