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Lee, Tak-yum David. "Victims of sexual offences in the criminal justice process with special references to the situation in Hong Kong." Thesis, Click to view the E-thesis via HKUTO, 1994. http://sunzi.lib.hku.hk/HKUTO/record/B36195108.
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Adsetts, Jacqueline. "Aspects of the demographic profile and standard of pharmaceutical services in South Africa / J. Adsetts." Thesis, North-West University, 2006. http://hdl.handle.net/10394/82.
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The objects of the South African Pharmacy Council in terms of the Pharmacy Act, 1974
(5311974) as amended are, inter alia, "to uphold and safeguard the rights of the general public
to universally acceptable standards of pharmacy practice in both the private and the public
sector" as well as "to establish, develop, maintain and control universally acceptable standards
of practice of the various categories of persons required to be registered.. ." One of the major
difficulties health care providers worldwide are faced with is how to maintain a proper balance
between the trio goals of health care, namely adequate access, high quality and acceptable
costs (Li, 2003:192-193). Relatively little is known about such problems as do exist for patients
regarding access to pharmaceutical services (Doucette et al., 1999:1268).
Two main objectives were identified for this study, namely to investigate the demographic profile
of community and institutional pharmacies registered with the South African Pharmacy Council;
and to determine the standard of pharmaceutical services provided by these pharmacies.
Inspection results of community and institutional pharmacies were obtained from the South
African Pharmacy Council and extracted for the time period 1 January 2004 to 31 May 2005.
To determine the demographic and geographic profile of these pharmacies, data of the Register
of Pharmacies of the South African Pharmacy Council for August 2003, 2004 and 2005 were
merged with the Census data of South Africa of 2001.
It was found that the total number of pharmacies in both the public and private sectors
increased with 2.1% (n=68) from August 2003 to August 2005. Public and private pharmacies that provided services directly to patients increased with 6.3% (n=33) and 1.3% (n=35) from
August 2003 to 2005. It was found that the Gauteng province was the best provided with
registered pharmacies in South Africa, as only 0.06% (n=5 783) of the population did not have
any registered pharmacy available on municipality level. It was also revealed that the majority
of inspections were carried out in Gauteng, whilst this province accounts for only 19.7% of the
total population of South Africa.
During the study period a total of 1178 community pharmacy inspections were carried out in
1103 community pharmacies (one or more inspections per pharmacy) representing 43% (n=2
550) of the total number of community pharmacies registered with the South African Pharmacy
Council during May 2005. Nationally community pharmacies achieved a score of 92.27 (+ 6.65
per cent) for compliance with Good Pharmacy Practice guidelines. The lowest compliance
score (73.34 + 27.49 per cent) was obtained for the availability of written standard operating
procedures and the highest was for the promotion of public health (99.02 + 6.30 per cent). No
practical significant differences (dc0.8) were found between the overall compliance scores
obtained by community pharmacies of the different provinces. The highest compliance score
was obtained by community pharmacies in the Free State (93.09 + 4.90 per cent), followed by
Western Cape, Eastern Cape, Kwazulu Natal, Limpopo, Northern Cape, Gauteng, Mpumalanga
and the North West.
A total of 343 institutional pharmacy inspections (one or more inspections per pharmacy) were
carried out in public and state subsidised institutions (n=245), private institutions (n=90) and
mine hospitals (n=5). These pharmacies represented 46% of the total number of institutional
pharmacies registered with the South African Pharmacy Council during May 2005. Nationally all
institutional pharmacies (both private and public) achieved a score of 92.49 + 8.33 per cent for
compliance with Good Pharmacy Practice guidelines for all above-mentioned aspects.
Nationally public and state subsidised institutional pharmacies obtained a lower compliance
score (91.02 + 9.08 per cent) than private institutional pharmacies (96.39 + 3.91 per cent).
Lastly, a grading system was developed that was based on the results obtained through this
study, in order to quantify the standard of pharmaceutical services provided by pharmacies in
South Africa.Thesis (M.Pharm. (Pharmacy Practice))--North-West University, Potchefstroom Campus, 2007.
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Polo, Urbina Karina Tatiana, and Wilson Yuri Antonovich Ruiz. "Propuesta de un marco de trabajo en Cloud Computing para el soporte de la evolución tecnológica en una Institución Pública." Master's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/652115.
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La Institución Pública es un organismo encargado de la recaudación en el Perú vinculado al Ministerio de Economía y Finanzas, y tiene como Misión transformarse en la administración tributaria y aduanera más exitosa, moderna y respetada de la región. Para eso desde hace algunos años la institución ha comenzado a lanzar iniciativas de proyectos de software que utilicen cloud computing, para que de esta forma puedan trabajar de manera más eficiente la gestión y compra de infraestructura, así como poder atender la demanda creciente de servicios digitales solicitados por los contribuyentes.
La presente tesis analizó la forma de cómo la Institución Pública fue adoptando cloud computing en sus proyectos de software, y como esta adopción puede ser mejorada al contar con un marco de trabajo que le permita tener pautas de cómo lanzar iniciativas que involucren en su desarrollo el uso de cloud como base tecnológica, y como esto debe estar alineada a la estrategia de crecimiento de servicios digitales que la Institución Pública desea ir cubriendo poco a poco para mejora su servicio hacia los contribuyentes.The Public Organization is an institution in charge of tax collection in Peru, and linked to the Ministry of Economy and Finance, and has as its main mission to become the most successful, modern and respected tax and customs administration in the region. For this reason, for some years ago, the institution has begun to launch software project initiatives that use cloud computing, so that they can work more efficiently in the management and purchase of infrastructure, as well as being able to meet the growing demand for digital services. requested by taxpayers The current thesis analyzed how the Public Organization was adopting cloud computing in its software projects, and how this adoption can be improved, by having a framework that allows it to have guidelines on how to launch initiatives that involve in its development the use of Cloud as a technology base, and how this should be aligned with the digital services growth strategy that the Public Organization wishes to gradually cover to improve its service to taxpayers.
Trabajo de investigación
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Elinashe, Uutoni Wilhelm. "Evaluation of digital reference services in academic libraries in Namibia." Thesis, Högskolan i Borås, Institutionen Biblioteks- och informationsvetenskap / Bibliotekshögskolan, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-17833.
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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
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Francoeur, Stephen. "An Analytical Survey of Chat Reference Services." Emerald Group Publishing Limited, 2001. http://hdl.handle.net/10150/135930.
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There has been in recent years a surge of interest about new software products that make it possible for libraries to offer assistance to online users via chat. Such software offers far more interactivity than instant messaging programs and allow for a richer experience for both librarian and user. Surveys chat reference services around the globe and analyzes trends in the provision of this new mode of assistance. Also presents discussion of why chat reference service is gathering attention as well as its limitations and drawbacks.
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NARDI, J. C. "A COMMITMENT-BASED REFERENCE ONTOLOGY FOR SERVICE: HARMONIZING SERVICE PERSPECTIVES." Universidade Federal do Espírito Santo, 2014. http://repositorio.ufes.br/handle/10/4311.
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Previous issue date: 2014-12-10Nowadays, the notion of service has been widely adopted in the practice of economic sectors (e.g., Service, Manufacturing, and Extractive sectors), as well as, in the research focus of various disciplines (e.g., Marketing, Business, and Computer Science). Due to that, a number of research initiatives (e.g., service ontologies, conceptual models, and theories) have tried to understand and characterize the complex notion of service. However, due to particular views of these disciplines and economic sectors, a number of different characterizations of service (e.g., service as interaction, service as co-creation of value, and service as capability / manifestation of competence, among others) have been proposed. The existence of these various non-harmonized characterizations, and the focus on a terminological debate about the service concept, instead of about the service phenomena from a broad perspective, make the establishment of a unified body of knowledge for service difficult. This limitation impacts, e.g., the establishment of unified conceptualization for supporting the smooth alignment between Business and IT views in service-oriented enterprise architecture (SoEA), and the design and usage of service modeling languages. In this thesis we define a theoretical foundation for service based on the notion of service commitment and claims as basic elements in the characterization of service relations along service life-cycle phases (service offer, service negotiation, and service delivery). As discussed in this work, this theoretical foundation is capable of harmonizing a number of service perspectives found in the literature. Such theoretical foundation is specified in a well-founded core reference ontology, named UFO-S, which was designed by adopting a sound ontological engineering apparatus (mainly, a well-founded ontology representation language, OntoUML, and approaches of model verification and model validation). As a kind of theory, UFO-S was applied in the analysis of SoEA structuring principles in order to define a commitment-based SoEA view, which remarks social aspects inherent in service relations usually underexplored in widely adopted service-oriented approaches (such as SOA-RM by OASIS, ITIL, and ArchiMate). Based on this, UFO-S was also applied in an ontological analysis of service modeling at ArchiMates Business layer. Such ontological analysis showed some limitations concerned to semantic ambiguity and lack of expressiveness for representing service offerings (and type thereof) and service agreements in SoEA. In order to address these limitations, three service modeling patterns (service offering type pattern, service offering pattern, and service agreement pattern) were proposed taking as basis UFO-S. The usefulness of these patterns for addressing these limitations was evidentiated by means of an empirical evaluation. Finally, we can say that, beyond offering a broad and well-founded theoretical foundation for service able to harmonize service perspectives, UFO-S presented benefits as a reference model in the analysis of SoEA structuring principles, and in the (re)design of service modeling languages.
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Pomerantz, Jeffrey. "Collaboration as the Norm in Reference Work." American Library Association, 2006. http://hdl.handle.net/10150/105572.
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The stereotype of the reference transaction is more or less unchanged since Samuel Swett Greenâ s day, as involving precisely one librarian and one user. There are many common situations in which the reference transaction is not a one-to-one interaction, and this article will explore those situations. Additionally, this article argues that as network technology is increasingly utilized in reference work, situations in which the reference transaction is not a one-to-one interaction are becoming more common. Indeed, this article argues that as network technology is increasingly utilized in reference work, reference work will become fundamentally a collaborative effort, to the benefit of both individual reference services and reference work in general.
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Pomerantz, Jeffrey. "A Repeated Survey Analysis of AskERIC User Survey Data, 1998-2002." Neal-Schuman Publishers, Inc, 2004. http://hdl.handle.net/10150/106201.
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Four surveys of users of the AskERIC email reference service were conducted, during the years 1998, 2000, 2001, and 2002. These surveys presented a snapshot of the AskERIC user population and user satisfaction at a single point in time. This paper reanalyzes the findings from these surveys utilizing repeated survey techniques. This paper presents the evolution of some of the demographics of AskERICâ s user population over time, as well as the evolution of AskERIC user behavior. As perhaps the oldest AskA service in existence, this analysis of AskERIC data sheds light on the evolution of all AskA services, and of email-based reference services in general.
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Younus, Muhammad. "Digital reference services in university libraries of Pakistan." Thesis, Loughborough University, 2014. https://dspace.lboro.ac.uk/2134/16410.
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The development of information and communication technologies, and wide spread of the Internet and its associated technologies have brought about tremendous changes in the reference department of academic libraries, and in the attitudes and expectations of both information professionals and users. Many academic libraries across the globe have embraced Web technologies to fulfil users reference needs in a digital environment. This study aimed to investigate and analyse digital reference services (DRS) in university libraries in Pakistan. It focused on the nature and level of DRS, technologies used for the provision of the service, usage, staffing, marketing, funding, ICT infrastructure available for the service, and looked at the issues faced by academic libraries in implementing and managing the service. A mixed methods research approach combining both quantitative and qualitative methods was employed to achieve the aim and objectives of the study. The quantitative data for the study were collected through an online survey. A total of eighty five university libraries (both in public and private sectors) from all the four provinces, the federal capital and Azad Jammu & Kashmir participated in the survey. The quantitative data were supplemented by the qualitative data which were gathered through semi-structured interviews with the heads of fifteen leading university libraries. Findings suggest that DRS is at an early development stage in university libraries in Pakistan, with a small number of libraries offering the service. Most of the academic libraries which have implemented this cutting-edge service, are large libraries equipped with good human and technological resources. The libraries have mostly developed asynchronous digital reference systems by employing e-mail and web forms. The usage of the service is lower than that of in-person reference in academic libraries due to factors, such as libraries failure to effectively market the service, lack of ICT skills among users, lack of ICT facilities available for users. It was found that the libraries lack skilled and competent LIS professionals to staff the service. Factors contributing to the scarcity of skilled human resources in academic libraries include the lack of in-house training for DRS, shortage of continuing professional development courses in the country, and deficiencies in LIS curricula offered by the country s library schools. A number of issues which affect the implementation and management of DRS in academic libraries have been identified. They include: scarcity of competent human resources; access to appropriate digital resources; unavailability of suitable software for DRS; financial constraints; lack of ICT facilities; absence of a digital reference policy; lack of ICT application; paucity of resources; electricity supply; inadequate physical facilities; lack of local research and literature on DRS.
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Russell, John. "Wikis and Collaborative Reference Services." Association of College and Research Libraries, 2008. http://hdl.handle.net/10150/106433.
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Librarians have long been concerned with connecting researchers with information, typically (but by no means exclusively) by means of face-to-face contact at a reference desk. With the advent of the Internet and the proliferation of online resources and services, librarians have used Web-based resources to add an asynchronic dimension to traditional synchronic reference services. One of the new Web-based technologies that has been discussed by librarians in the past few years is the wiki. Librarians have been using wikis for a variety of purposes, including research guides, knowledge-bases, and library Web sites, though they are flexible enough to work in most situations where collaboration or quick Web editing are desired. Wikis are an attractive tool for reference services because they are a relatively simple and inexpensive way to improve information flows among librarians and between librarians and their campus community.
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Ball, Rafael. "Bibliometric analysis as a new business area in libraries: Theory and practice." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/105995.
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Supplying users with literature by a seamless linking of media is the goal of (scientific) libraries. By the digitization of primary and secondary data and the convergence of products and providers, libraries have already come very close to achieving this ideal. A digital library is the realization of this goal. However, many librarians are in danger of running out of imagination. What will come after the digital library? Do we still need information professionals today? And, above all, what services are required? This paper identifies new fields of business for libraries with the example of bibliometric analysis. The discussion concerns the shape this service could take in practice, who needs it and what target groups exist in the scientific environment. Concrete examples of bibliometric analysis from the Central Library of Research Centre Jülich, the largest interdisciplinary research institution in Europe, round off the overview.
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Percebo, Fernando de Castro. "O sistema de referência e contrarreferência em saúde bucal segundo a percepção de profissionais e usuários." Universidade de São Paulo, 2016. http://www.teses.usp.br/teses/disponiveis/108/108131/tde-03082016-111005/.
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Os serviços oferecidos pelo Sistema Único de Saúde (SUS) estão organizados em rede, de forma a oferecer a seus usuários uma atenção integral. Com esse propósito, a configuração desta rede de serviços deve privilegiar o acesso do usuário ao nível de atenção que possa oferecer resolução ao seu caso, disponibilizando um adequado sistema de referência e contrarreferência para o usuário que necessite ser encaminhado de um nível de atenção a outro. Sendo assim, este estudo tem por objetivo avaliar a percepção dos profissionais e usuários referente ao sistema de referência e contrarreferência, e como este sistema funciona no cotidiano das unidades envolvidas neste estudo. Trata-se de um estudo qualitativo, cujos dados foram coletados através da aplicação de um questionário que visava obter as representações sociais de profissionais e usuários sobre o tema proposto, bem como alguns aspectos operacionais sobre o funcionamento deste sistema nestas unidades. Posteriormente os resultados foram apresentados e analisados na forma do Discurso do Sujeito Coletivo e permitiram concluir que profissionais e usuários têm a mesma percepção a respeito dos problemas que afetam o bom funcionamento deste sistema, tais como falta de profissionais, demora no atendimento, falta de resolutividade da atenção básica, disponibilidade de serviços na atenção secundária em desacordo com as necessidades da população, dificuldades na comunicação entre os profissionais dos diferentes níveis de atenção, e uma deficiência no controle do fluxo dos usuários, fazendo com que o sucesso dos encaminhamentos dependa muitas vezes do empenho pessoal dos profissionais e do esforço pessoal dos próprios pacientes.The services offered by the Unified Health System (SUS) are organized in a network in order to offer its users an integral attention. For this purpose, the configuration of this services network should prioritize the users access to the health care level that can provide the solution to his case, and a suitable reference and counter reference system to the user that needs to be sent from a health care level to another. Thus, this study aims to evaluate the perception of professionals and users concerning the reference and counter reference system, and how this system works daily in the health units involved in this study. This is a qualitative study, where data were collected through the application of a questionnaire aimed to obtain the social representations of professionals and users about the proposed subject, as well as some operational aspects about the operation of this system at these health units. Subsequently the results were presented and analyzed in the form of Collective Subject Discourse and allow us to conclude that professionals and users have the same perception about the problems that affect the proper functioning of this system, such as lack of professionals, delay in treatment, lack of resoluteness of the primary health care, availability of services in secondary care at odds with people\'s needs, difficulties in communication between professionals of different health care levels, and a deficiency in controlling the flow of users, making the success of referrals dependent often on personal commitment of the professionals involved and of the patient\'s own efforts.
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Sobel, Karen D. "Promotion of Library Reference Services to First-Year Undergraduate Students." Thesis, School of Information and Library Science, 2007. http://hdl.handle.net/1901/441.
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This study describes a survey of 237 first-year undergraduate students conducted at the University of North Carolina at Chapel Hill. Through this study, the researcher aimed to fill in gaps in librarians’ knowledge about first-year students’ awareness of reference services, and students’ preferred modes of communication with librarians. The results show significant positive relationships between librarians’ verbal promotion of reference services and students’ tendency to ask reference questions in person.
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Mon, Lorri M. "User perceptions of digital reference services /." Thesis, Connect to this title online; UW restricted, 2006. http://hdl.handle.net/1773/7177.
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Shachaf, Pnina, and Shannon M. Oltmann. "E-quality and e-service equality." IEEE Press, 2007. http://hdl.handle.net/10150/105389.
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Research is divided about the potential of e-service to bridge communication gaps, particularly to diverse user groups. According to the existing body of literature, e-service may increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when public librarians answer online reference queries. Quality of e-service was evaluated along three dimensions: responsiveness, reliability, and courtesy. This study found no significant differences among different user groups along any of these dimensions, supporting the argument that the virtual environment facilitates equitable service and may overcome some challenges of diverse user groups.
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Rieh, Soo Young. "Changing reference service environment: A review of perspectives from managers, librarians, and users." Elsevier B.V, 1999. http://hdl.handle.net/10150/105385.
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This is a preprint of an article published in the Journal of Academic Librarianship 25(3), pp. 178-186. This article reviews the literature on academic library reference service, and examines changes in the traditional reference desk model. Based on the review from the perspectives of managers, librarians, and users, new research directions are proposed in which usersâ information-search processes and librariansâ intervention in reference service are integrated.
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Samyuktha, R. "Nutraceuticals gateway: A value-added electronic information service." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/105500.
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The attributes of education in a digital neighborhood have warranted a community of teachers on one end with shared curriculum and teaching materials and another community of students with distance and distributed learning on the other end. There is a different kind of ecology emerging and the library professionals have the opportunity to create a world without borders, making everything available to everyone anytime, anywhere. Roles of libraries have changed from being traditional to exist as hybrid or electronic libraries. In turn, the Library and Information Science (LIS) professionals have become intelligent filters of information and contribute to the libraries to emerge as â Knowledge Resource Centersâ . Creating successful e-information services for its demanding clientele has become their major challenge. One such case study of e-information services provided by the Science Campus (Guindy Campus) Li-brary of University of Madras is focused in this paper. The Campus Library caters to the re-search community of Schools of Life, Physical, Chemical, Earth Sciences and an array of re-searchers (members) from industries. Periodic discussions with experts, faculty and research scholars have necessitated the Library to enhance research with Information Gateways on spe-cific themes. Subject Gateways on Biomedical Sciences, Life, Chemical, Physical and Inter-disciplinary Sciences are compiled periodically and made available on the intranet in turn making its clientele access the sources on the internet from their desktop. They not only sup-plement research but also new popular courses introduced, thrust of the University programs and so on. The Gateway focused here is â Nutraceuticalsâ which is a component of the Gate-ways on â Biomedical Sciencesâ . The methodology of information aggregation from the Inter-net, evaluating their validity and organizing them for access, the strategies used to market the e-service, such as organizing user education and information literacy programs are discussed. Methods of evaluation of the service provided are analysed to improve the same. The chal-lenges of the career to develop essential skills to combat technology have compelled the pro-fessionals at the Library to get trained and update their technical expertise. Thus the Library tries to support the evolutionary convergence of Library Services, Technology and the Clien-tele.
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Pomerantz, Jeffrey. "Integrating Digital Reference Service into the Digital Library Environment." Association of College and Research Libraries, 2003. http://hdl.handle.net/10150/105560.
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The difference between a digital library and a library with which a digital reference service is affiliated is discussed, and digital reference in these contexts is defined. There are several issues involved in integrating digital reference service into a digital library environment, but two that are unique to the intersection between digital libraries and digital reference: collection development of previously-answered questions, and presentation of specialized subsets of the materials in the digital library's collection. These two issues are explored.
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Wan, Dollah Wan A. Kadir. "Digital reference services in selected public academic libraries in Malaysia: A case study." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/106202.
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Reference service is one of the library’s primary services besides acquisitions, classification, cataloguing and physical planning. This service provides personalized assistance to library users in accessing and using suitable information resources to meet their needs. This research progress paper attempts to identify the status of digital reference services (DRS) in four public university libraries in Malaysia. In this study, the researcher attempts to identify usage of both traditional and digital reference services, user awareness of DRS, user satisfaction, and need for DRS. Two different sets of questionnaires were distributed: (1) a librarians’ questionnaire to librarians in the four university libraries, namely, Tun Abdul Razak Library, UiTM; University of Malaya (UM) Library; Tun Seri Lanang Library, UKM; and Sultan Abdul Samad Library, UPM; (2) a users’ questionnaire to students of the Faculty of Information Management, UiTM, and the Faculty of Computer Science and Information Technology, UiTM, UM and UPM. The findings show that DRS are effective forms of service delivery but their full potential has not yet been exploited. Email reference, Web forms and Ask-A Librarian are the main channels used in providing digital reference, although plans are under way to implement more sophisticated Internet technologies and collaborative digital reference.
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Shachaf, Pnina, and Sarah Horowitz. "Are virtual reference services color blind?" Elsevier, 2006. http://hdl.handle.net/10150/106524.
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This study reports an experiment that examines whether librarians provide equitable virtual reference services to diverse user groups. The relative absence of social cues in the virtual environment may mean greater equality of services though at the same time greater inequalities may arise as librarians can become less self-aware online. Findings indicate that the quality of service librarians provide to African Americans and Arabs is lower than the quality of service they provide to Caucasian, Hispanic, Asian, and Jewish students. This study adds to the knowledge of subjective bias in the virtual environment by specifying those that are discriminated against online, identifying the kinds of discriminatory actions of virtual reference librarians, and identifying the type of queries that more frequently result in unbiased service.
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Swain, Roy E. "Analysis and redesign of a library electronic reference area." Master's thesis, This resource online, 1991. http://scholar.lib.vt.edu/theses/available/etd-01122010-020113/.
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Suarez, Tathiana Massimino. "Desenvolvimento de um modelo customizado de PDP para uma empresa mista de produtos e serviços." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2009. http://hdl.handle.net/10183/17564.
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Desenvolver produtos e serviços de qualidade utilizando um processo padronizado com conceitos validados é fundamental para a redução do tempo de desenvolvimento e conseqüente redução de custos e obtenção de vantagens estratégicas para a empresa. Neste contexto o Processo de Desenvolvimento de Produtos e Serviços é visto como um diferencial estratégico para as empresas. O uso de um modelo customizado se mostra a forma mais adequada de implementação ou adaptação do processo na empresa. Um modelo traz uma padronização das etapas do processo, bem como documentos e ferramentas pertinentes para as atividades que devem ser desenvolvidas. Essa dissertação propõe um modelo customizado de desenvolvimento para uma empresa mista de produtos e serviços. O tema de pesquisa foi motivado por um estudo em uma empresa mista de produtos e serviços que desenvolve softwares, serviços e produtos para a gestão de frotas. Com base nos problemas diagnosticados na empresa desenvolveu-se um modelo customizado baseado na literatura. Pretende-se que este modelo seja base para estudos em empresas deste tipo, que contenham no seu portfólio um misto de produtos e serviços. O modelo foi desenvolvido com base em modelos referenciais da literatura, em especial os modelos propostos por Rozenfeld et al. (2006), Peters et al. (1999) e Mello (2005). Inicialmente é apresentado um modelo híbrido teórico, baseado na comparação dos três modelos selecionados e, por fim, é apresentado o modelo customizado proposto contempla as macro-fases de Pré-Projeto, Projeto e Pós-Projeto, sendo a fase de Projeto dividida nas fases: (i) Iniciação; (ii) Planejamento; (iii) Execução; (iv) Controle; e (v) Encerramento.To develop quality products and services using a standardized process with validated concepts is the key to reducing the development time and consequently reduces costs, achieving strategic advantages for the company. In this context the process of developing products and services is seen as a strategic matter for businesses. The use of a specific reference model appears to be the most appropriate form of implementation or adaptation of the process in the company. A customized model provides a standardization of the stages of the process, as well as documents and tools relevant to the activities to be developed. This dissertation proposes a development reference model for a company that mixes products and services. The research theme has been motivated by a study realized in a company that mixes products and services, developing software, services and products to fleet management. Based on the company diagnosed problems has been developed a development customized model based on the literature. The model must be a reference to the similar companies, who mixes products and services on their portfolio. The model was developed based on models related on the literature, in particular the models proposed by Rozenfeld et al. (2006), Peters et al. (1999) and Mello (2005). Initially is present a theoretical reference model, based on comparison of three models selected, and finally is given the customized model proposed considers the macro-phases of Pre-Project, Project and Post-Project, the Project being divided in phases (i) Initiation, (ii) Planning, (iii) Implementation, (iv) Control and (v) Termination.
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Yusoff, Hashimah Mohd. "The use of electronic information resources among the users of Penang Public Library Corporation." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/105641.
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Public libraries place importance on information technology for the delivery of quality services. One aspect of quality services is knowing the usage in the electronic information resources (EIRs) among the users. This study was carried out to investigate the use of the EIRs at the Penang Public Library Corporation (PPLC). The findings revealed that EIRs services provided by PPLC are being regularly used by the users. It was noted that the younger group relied more on the EIRs. The most preferred EIRs were Internet (51.9%) and OPAC (43.2%). The preference of Internet was higher among school students with 25% users and college students with 17.2% users, whereas preference of OPAC was higher among the professional group with 30% users. It was determined also that most of the users who used Internet were for information searching. For OPAC, they seemed more likely to use title search in searching library materials and they learned to use the OPAC by themselves. The usage of other EIRs were less popular with Electronic Journals (19.1%), Online databases (16.0%) and CD-ROMs (7.4%). It is recommended that PPLC must strive aggressively to promote the less popular EIRs that are provided but seldom used by the library users. PPLC also needs to improve its training programme in order to help users to enhance the use of EIRs.
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Taha, Ahmed. "Streamline e-information service for virtual users: A quality function deployment (QFD) approach." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/106053.
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Migration from the traditional to web-based library paradigm is usually accompanied by remodelling of many library core activities particularly those associated with user-centred services. In this capacity of the web-based service paradigm, many academic libraries have established networked environments within which many virtual-user communities are forming and growing. Understanding the virtual user's needs in these communities has become the first priority of networked libraries for designing, running and managing effective virtual reference services to meet the increasing expectations of the invisible users. To achieve this, the networked libraries strive to improve their quality of service by applying a wide range of such quality management approaches as quality function deployment (QFD) and LIBQUAL™. QFD initially stresses on driving continuous improvement of the user-oriented services towards end-user satisfaction. The paper attempts to incorporate the QFD to be integrated strategically in designing and managing e-information provision within networked library service environment. The UAE University Library is used as a case study, where the evidence-based librarianship (EBL) approach has been employed in three studies to identify user needs and acceptance of e-services. Based on these studies, the paper presents a model aimed at streamlining e-services for virtual users in ICT-rich learning environments.
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Kiemele, Sandra. "A study of archivists' perceptions of reference service." Thesis, University of British Columbia, 1989. http://hdl.handle.net/2429/28707.
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To identify the relationships between particular characteristics of archivists and their perceptions of users and reference service, data was collected from two surveys distributed to two survey populations of archivists. One survey asked archivists' own perceptions of reference service, the other asked archivists' perceptions of their colleagues' perceptions of reference service.
Five hypotheses were developed, drawing upon models of reference process from the literature of library science and upon ideas expressed by authors of archival reference service literature. These hypotheses are that archivists' perceptions of reference service relate to 1) the type of repository with which archivists are most familiar, 2) the functions (e.g. arrangement and description) with which archivists are most familiar, 3) the forms of records (such as government records) with which archivists are most familiar, 4) the amount of time archivists have spent in reference service, and 5) the education level of archivists.
The results suggest that the type of repository with which the archivist is most familiar relates to his or her perceptions of reference service. While the other categories also exhibited significant relationships, the overall analysis of the results of the other categories was less interesting than the results obtained from the category regarding the type of repository. Determining the existence of such relationships was the preliminary investigation upon which to base further research.
The results of this study suggest that likely areas for further examination of this topic are the methods of reference service used in particular repositories.Arts, Faculty of
Library, Archival and Information Studies (SLAIS), School of
Graduate
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Gaster, Lucy. "Can public services improve? : the concept and practice of public service quality, with special reference to local government." Thesis, University of Birmingham, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.368428.
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Miranda, Lilian. "Transitando entre o coletivo e o individual : reflexões sobre o trabalho de referencia junto a pacientes psicoticos." [s.n.], 2009. http://repositorio.unicamp.br/jspui/handle/REPOSIP/311875.
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Orientador: Rosana T. Onocko CamposTese (doutorado) - Universidade Estadual de Campinas, Faculdade de Ciencias Medicas
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Resumo: Esta tese se sustenta num método qualitativo e participante, baseado na hermenêutica gadameriana e no paradigma construtivista. Nosso objetivo foi analisar o arranjo denominado "equipes ou profissionais de referência", em relação ao tratamento de pacientes psicóticos, no contexto dos Centros de Atenção Psicossocial, no que diz respeito às suas funções clínicas e organizacionais. A coleta de dados foi feita através de dois ciclos de grupos focais constituídos por profissionais, usuários e familiares de usuários dos 6 CAPS da cidade de Campinas/SP, bem como por entrevistas em profundidade, desenvolvidas com usuários desses serviços. O material construído mostra que todos os CAPS se organizam através de equipes de referência, cujos profissionais se ocupam de um acompanhamento próximo e regular dos pacientes, configurando-se como profissionais de referência e se responsabilizando pelos projetos terapêuticos e a discussão coletiva dos casos. Essa organização é avaliada positivamente por todos os sujeitos da pesquisa. Para os usuários e seus familiares, os profissionais de referência são percebidos como centrais para a viabilização do tratamento. Eles destacam a confiabilidade como um dos eixos centrais da relação terapêutica e consideram que esta se constrói através das conversas, da sensação de serem percebidos em suas necessidades singulares e do suporte que obtém para a resolução de problemas práticos. Os trabalhadores ressaltam a potencialidade das equipes de referência para o compartilhamento e a co-responsabilização dos casos. Reconhecem a singularidade e a intensidade da relação entre profissionais de referência e usuários, mas apontam alguns paradoxos inerentes ao arranjo, tais como as tensões entre cuidado e tutela; atenção constante ao paciente e controle; proximidade afetiva e identificação narcísica. Através do referencial psicanalítico, apresentamos uma discussão acerca de algumas das necessidades emocionais dos pacientes psicóticos e da potencialidade do arranjo para respondê-las. Destacamos que a fertilidade desse trabalho depende de sua sustentação coletiva, a ser construída entre diversos atores que envolvem o usuário e o serviço, mediante permanente esforço de análise crítica. Para tanto, propomos a reflexão acerca de um posicionamento ético baseado na capacidade de o profissional envolver-se genuinamente com seus pacientes, podendo, ao mesmo tempo, abster-se e deixá-los traçar os sentidos do tratamento
Abstract: The present thesis applies a qualitative and participative method based on Gadamer?s hermeneutics and the constructivist paradigm. Our goal was to analyze an arrangement called staffs or professionals of reference for the treatment of psychotic patients at Psychosocial Attention Centers regarding its clinical and organizational functions. Data collection was carried out in two cycles of focus groups consisting of professionals, users and their relatives in the six Psychosocial Attention Centers located in Campinas (SP), as well as through in-depth interviews of the users. The elaborated material shows that all the Psychosocial Attention Centers are organized by staffs of reference. Their professionals monitor patients closely and regularly, configure themselves as professionals of reference and take on the responsibility for therapeutic projects and the collective discussion of the cases. This type of organization was assessed positively by all the subjects of the research. Users and their families consider the professionals of reference as crucial for the development of the treatment. They highlight reliability as one of the main pillars of the therapeutic relationship and further state that this relationship is built up through conversations, the feeling that their specific needs are being perceived, and the support they get to solve practical issues. The workers point out the potential of the staffs of reference for the sharing and co-responsibility of the cases. They recognize the uniqueness and intensity of the relationship between professionals of reference and users, but also draw attention to some paradoxes inherent to the arrangement, such as the tensions between care and tutelage, permanent attention given to the patient and control, as well as emotional closeness and narcissistic identification. Based on the psychoanalytic referential, this thesis presents a discussion about some of the emotional needs of psychotic patients and the potential of the arrangement to meet them. We point out that the success of that work depends on the collective support it gets, which is to be built by the different participants that involve the user and the service in an ongoing effort of critical analysis. We therefore suggest a reflection on an ethical position based on the ability of the professional to get genuinely involved with his/her patients and, at the same time, to step back and let them trace the meanings of the treatment
Doutorado
Saude Coletiva
Doutor em Saude Coletiva
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Chubarova, Tatiana Vladimirovna. "Occupational welfare in Russia with special reference to health care." Thesis, London School of Economics and Political Science (University of London), 2001. http://etheses.lse.ac.uk/1663/.
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Relying on new empirical data, derived from a survey, and supplemented by an extensive study of available secondary material, this thesis represents the first attempt systematically to explore key issues regarding occupational welfare in Russia, with special reference to health care. The thesis is divided into three parts: a discussion of the problematic; an investigation of the evolution of policy; and an examination of primary and secondary empirical data. The fundamental theoretical problems of occupational welfare are approached in the light of research in the West, in the Soviet Union and in post-Soviet Russia with emphasis both on divergences and commonalities. It is argued that any endeavour to separate Soviet and Western experiences is artificial and ultimately unproductive. Rather, the analytical penetration of ideological barriers renders possible an examination of their fruitful interaction. On the basis of existing knowledge two perspectives of occupational welfare -- social policy and organisation -- are introduced. An attempt to formulate a general definition of the notion of occupational welfare is also made. The evolution of occupational welfare and in particular its health care component are examined in their context, from the Tsarist era, during the Soviet Union and through to post-Soviet times, with a concrete aim of elucidating any continuities in policy pathways. Contemporary issues are associated with the initial outcomes of health reforms in the 1990s that are indispensable for projecting the future prospects of occupational welfare. The empirical component of the thesis reports the results of fieldwork carried out in Moscow between 1995 and 1997. The brief was to explore the contemporary status of occupational welfare in Russia in the context of changing social policy aims and methods evolving in the course of the transformation. The attitudes of senior managers of industrial enterprises providing in-kind health services for their employees were investigated, as were employers' actual health responsibilities in the light of the introduction of compulsory health insurance legislation. It is argued that occupational welfare has a distinct sphere of operation and offers potential, not only for the survival of the service area but also for its further development in the evolving socio-political environment. The thesis is a first step towards a deeper analysis of occupational welfare in Russia: an audit of outstanding issues, although not exhaustive, completes the account as an aid to further discussion and research.
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Vazquez, Fabiana de Lima 1968. "Referencia e contra-referencia na atenção secundária em odontologia na cidade de Campinas, SP, Brazil." [s.n.], 2011. http://repositorio.unicamp.br/jspui/handle/REPOSIP/290233.
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Orientador: Antonio Carlos PereiraDissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Odontologia de Piracicaba
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Resumo: A literatura acerca da atenção secundária em saúde bucal no âmbito do SUS ainda é escassa. Há indícios de melhoria de indicadores de processo no que se diz respeito à cobertura e utilização dos serviços de atenção secundária no SUS, todavia não se sabe ao certo e, em que proporção, as ações e intervenções têm tido impacto no que diz respeito à integralidade da assistência. Este trabalho teve como objetivo avaliar o sistema de referência e contrareferência dos procedimentos de atenção secundária na cidade de Campinas, a distribuição das referências em saúde bucal em relação às demandas atendida e reprimida, além de aspectos da contra-referência. Trata-se de um estudo observacional exploratório, onde duas Regiões Administrativas de Saúde (RAS) foram selecionadas: Sudoeste - que possui Centro de Especialidades Odontológicas (CEO), e Norte (não possui CEO). O estudo apresentou 2 fases: fase 1 - todos os encaminhamentos para atenção secundária foram coletados por meio do agendamento de primeira consulta de todas as equipes de Saúde Bucal (23 Centros de Saúde CS). Nesse momento foram coletados dados populacionais, sócio-econômicos e distribuição dos encaminhamentos. Na Fase 2 foram listados todos os encaminhamentos e selecionados aleatoriamente 331 usuários para entrevistas por meio de questões abertas, realizada por telefone, onde se verificou a questão da contra-referência, qualidade de atendimento e razões para faltas ou desistências. Considerou-se para esta fase do estudo uma resposta para a população geral, com amostragem probabilística para a entrevista proporcional por RAS, CS, especialidade e ano de atendimento. Verificou-se que a especialidade Endodontia foi a demanda mais atendida, sendo responsável por 75,0% e 35,9% dos atendimentos para as regiões Norte e Sudoeste, respectivamente. Em relação à oferta de atendimentos houve discrepâncias em relação à distribuição por especialidades por CS em ambas as RASs, o mesmo ocorrendo para os coeficientes de tratamentos especializados por grupo de 100 habitantes, variando de 0,37 a 3,68 (Norte) e 0,24 a 4,98 (Sudoeste). Duas variáveis socioeconômicas foram estatisticamente correlacionadas (p<0,05) com os coeficientes de tratamentos especializados totais e de endodontia por grupo de 100 habitantes (% responsáveis com renda até 2 Salários Mínimos e Média de número de anos estudados) somente para a região Norte. A demanda reprimida apresentou variações bastante acentuadas em ambas as RASs, variando de 0,64 a 10,25 (RAS Norte) e 0,7 a 11,65 (RAS Sudoeste). Em relação à contra referência, os resultados apontaram que a maioria dos usuários realizou os tratamentos especializados, todos consideraram que foram bem atendidos e a maioria esperou menos de 1 mês para o agendamento, enquanto que a principal justificativa apontada para falta ou abandono foi por falta de tempo, problemas particulares ou procura por dentista particular. Conclui-se que o modelo de gestão com ou sem a instalação do CEO não influenciou estatisticamente no acesso à atenção secundária em saúde bucal quando se comparou as duas RAS da cidade de Campinas, havendo claras discrepâncias nas distribuições dos atendimentos de referência, bem como da demanda reprimida por CS. Contudo, verificou-se que na Região Norte, onde o agendamento passa pelo crivo do gerente de saúde, as discrepâncias são menos evidentes, havendo uma correlação dos coeficientes de demanda atendida em relação à variáveis socioeconômicas, além de menor percentual de faltas, demonstrando um maior compromisso com a integralidade e equidade
Abstract: The literature on oral health about secondary care in the Unified Health System (SUS) in Brazil is still scarce. There are signs of improvement of health indicators as regards the coverage and utilization of secondary care services in SUS, but no one knows for sure, and in what proportion, the actions and interventions have had an impact with regard to the Integrality. This study aimed to evaluate the system of referral and counter-referral procedures for secondary care in the city of Campinas, measuring resolubility, discussing aspects related to the distribution by specialty, type of management and users' perceptions about the system. This is a proposal involving an exploratory observational study, being selected two Health Administrative Regions (HAR) in Campinas, the Southwest region - which possesses Center Dental Specialties, and selected randomly a HAR (North) that has no CEO. The study has two phases: Phase 1 - all referrals to secondary care were conferred in the list of schedule for the first appointment, made by all teams of Oral Health (23 Health Centers- HC). At =this time were collected population data, socio-economic status and distribution of referrals by HC. In Phase 2 were listed all the referrals and 331 randomly selected users for interviews through open questions, conducted by telephone, where there was the issue of cross-referral, quality of service and reasons for absences or withdrawals. It was considered a response to this study for the general population, with sampling proportional to the interview (for HAR, specialty, gender and year of treatment) for each HC selected. The specialty of endodontics was the most satisfied demand, accounting for 75% of specialized care in the northern region and 35.9% in the Southwest. Provision was inconsistent regarding the distribution of specialties according to the North and South HAR, the same happened for coefficients of specialized treatments per 100 inhabitants, ranging from 0.37 to 3.68 (North) and from 0.24 to 4.98 (southwest). Two socioeconomic variables were significantly correlated (p <0.05) with coefficients of specialized treatment and endodontics per 100 inhabitants ("% responsible with incomes up to two minimum wages" and "average number of years studied") only to the North HAR. Then non satisfied demand was varied quite pronounced in both HAR, ranging from 0.64 to 10.25 (North) and from 0.7 to 11.65 (Southwest). Regarding the counter reference was observed that most users realized the specialized treatments scheduled, all considered that were well attended, the majority waited less than one month to the schedule. The main reasons for absence or abandonment of treatment were lack of not having been warned, lack of time, private problems and treatment in private office. We conclude that the management model with or without installing the CEO did not influence the outcomes of oral health in secondary care when comparing the two HAR in Campinas, there were clear inconsistencies in the distributions of the specialized treatments and non satisfied demand by HC when it looked the absolute values and coefficients for specialized care in both HAR. However, it was found that the Northern region, where the schedule is filtered by manager of health, the discrepancies are less clear, with a correlation of coefficients with social and economic variables, and lower level of lack appointment, demonstrating a greater commitment to integrality and equity
Mestrado
Saude Coletiva
Mestre em Odontologia
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Taylor, Chris. "Reference Models for IT Service Provision." Queensland University of Technology, 2005. http://eprints.qut.edu.au/16047/.
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The new age, the "Information Age" (Davenport and Prusak 1997) has increased society's and businesses' reliance on Information Technology (IT). Hence, there is an increasing focus on the management of IT, not only from a technological perspective but also from a business perspective. This research, sponsored by REALTECH and the Australian Research Council, applies one of the modern management approaches, business process management (Hammer 1990), to the domain IT service provision, by designing a business process reference model for IT Service Provision. A reference model is an abstracted depiction of reality that serves as a standardised or suggestive conceptual basis for the design of enterprise specific models, usually within a like domain. They are one method of improving the efficiency and effectiveness of enterprise modelling and can also be used to standardise communication or capture knowledge. There is a general lack of theory regarding the classification, design and quality of reference models. The first part of this thesis attempts to fill these gaps, by presenting a reference model classification scheme, outlining 7 philosophies for the design of reference models and detailing 2 case studies on the user-perceived quality of business process reference models. Reference models and the Business Process Management Lifecycle (Rosemann 2000) are integrated to show how reference models can be applied to improve the efficiency and effectiveness of business process improvement projects. This reference model theory was then applied to produce a model for domain of IT Service Provision. Investment in IT has increased to become the largest single element of capital expenditure (Thorp 1998). Gartner predicted that organisations will spend over 10% of revenue on IT by 2005 (Haines 2000). A major input for this model is the ITIL best practice documents (CCTA 2000). The reference model focuses on Incident Management and used focus groups with participants from several large IT service providers to validate the models. The designed reference model is then tested in two case studies to determine its accuracy and usefulness. The thesis finishes with a discussion of the designed model, the effectiveness of the procedural model and provides suggestions for the design of other reference models. The final chapter provides a summary and an outlook for further research into the area.
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Feliachi, Abdelfettah. "Interconnexion et visualisation de ressources géoréférencées du Web de données à l’aide d’un référentiel topographique de support." Thesis, Paris Est, 2017. http://www.theses.fr/2017PESC1179/document.
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Plusieurs ressources publiées sur le Web de données sont dotées de références spatiales qui décrivent leur localisation géographique. Ces références spatiales sont un moyen favori pour interconnecter et visualiser les ressources sur le Web de données. Cependant, les hétérogénéités des niveaux de détail et de modélisations géométriques entre les sources de données constituent un défi majeur pour l’utilisation de la comparaison des références spatiales comme critère pour l’interconnexion des ressources. Ce défi est amplifié par la nature ouverte et collaborative des sources de données du Web qui engendre des hétérogénéités géométriques internes aux sources de données. En outre, les applications de visualisation cartographique des ressources géoréférencées du Web de données ne fournissent pas une visualisation lisible à toutes les échelles.Dans cette thèse, nous proposons un vocabulaire pour formaliser les connaissances sur les caractéristiques de chaque géométrie dans un jeu de données. Nous proposons également une approche semi-automatique basée sur un référentiel topographique pour acquérir ces connaissances. Nous proposons de mettre en oeuvre ces connaissances dans une approche d’adaptation dynamique du paramétrage de la comparaison des géométries dans un processus d’interconnexion. Nous proposons une approche complémentaire s’appuyant sur un référentiel topographique pour la détection des liens de cardinalité n:m. Nous proposons finalement des applications qui s’appuient sur des données topographiques de référence et leurs liens avec les ressources géoréférencées du Web pour offrir une visualisation cartographique multiéchelle lisible et convivialeMany resources published on the Web of data are related to spatial references that describe their location. These spatial references are a valuable asset for interlinking and visualizing data over the Web. However, these spatial references may be presented with different levels of detail and different geometric modelling from one data source to another. These differences are a major challenge for using geometries comparison as a criterion for interlinking georeferenced resources. This challenge is even amplified more due to the open and often volunteered nature of the data that causes geometric heterogeneities between the resources of a same data source. Furthermore, Web mapping applications of georeferenced data are limited when it comes to visualize data at different scales.In this PhD thesis, we propose a vocabulary for formalizing the knowledge about the characteristics of every single geometry in a dataset. We propose a semi-automatic approach for acquiring this knowledge by using geographic reference data. Then, we propose to use this knowledge in approach for adapting dynamically the setting of the comparison of each pair of geometries during an interlinking process. We propose an additional interlinking approach based on geographic reference data for detecting n:m links between data sources. Finally, we propose Web mapping applications for georeferenced resources that remain readable at different map scales
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Yasui, Yumiko, and 裕美子 安井. "Digital reference services of university libraries in Japan." IADLC Office, Nagoya University Library ; Ichiryusha, 2005. http://hdl.handle.net/2237/6089.
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Zheng, X. (Xiaosong). "Reference modeling for high value added mobile services." Doctoral thesis, University of Oulu, 2007. http://urn.fi/urn:isbn:9789514285455.
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Abstract
The era of mobile communications and mobile services has begun. The ongoing mobile revolution has dramatically and fundamentally changed our daily lifestyles, and it will continue to do so in a foreseeable future. For the next generation, mobile service end users have more demands for such services. This thesis examines the challenging user perspectives in designing and developing high value added mobile services. The aim of this research is to develop reference models and elicit user requirements for 3G and beyond mobile services in order to improve the quality of mobile services.
This thesis first examines the existing architectures and models for high value added mobile services, followed by the contributions of the thesis. In this thesis, a Cyberworld model, which is a contribution to the WWRF reference modeling initiative and a specification of the WSI reference model, was developed and it serves as a basis for 3G and beyond mobile services design and development. A series of definitions of the Cyberworld model and a roadmap of the enabling technologies were also built up. The emphasis of this part is on how to describe and model user participation in mobile services. For this purpose, a model of the communication element to represent the components of the wireless world was created. Both static and dynamic reference modeling steps were established to better describe and understand user participation in mobile services. The validation was achieved through the CyPhone navigation mobile service. In order to enhance mobile service mobility, personalisation, and security, an ontology based model was developed to extend the Cyberworld model functionalities. The innovative ontology based mobile system will greatly increase service mobility, personalisation and security, thus improving the quality of mobile services. The ontology based model was illustrated and validated using a healthcare mobile service.
A Quality Function Deployment (QFD) approach was adopted in this research in order to elicit, weigh and prioritise actual user requirements and link them to technical design requirements of mobile services. Traditionally QFD is employed in manufacturing industry. This approach is now extended to the mobile service industry for the first time. In this thesis, a detailed step by step QFD approach was proposed for designing high value added mobile services. As a result, the developed mobile services will better meet users' wants and needs which also means that the quality of mobile services will be significantly improved. The QFD approach was validated through a mobile e-learning service and another dedicated healthcare service for senior citizens.
Through development of reference models and examination of user requirements for 3G and beyond mobile services from user perspectives, this thesis contributes to the design and development of high value added mobile services.
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Chen, Hsinchun, and Vasant Dhar. "Reducing Indeterminism In Consultation: A Cognitive Model of User/Librarian Interactions." AAAI, 1987. http://hdl.handle.net/10150/106096.
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Artificial Intelligence Lab, Department of MIS, University of ArizonaIn information facilities such as libraries, finding documents that are relevant to a user query is difficult because of the indeterminism involved in the process by which documents are indexed, and the latitude users have in choosing terms to express a query on a particular topic. Reference librarians play an important support role in coping with this indeterminism, focusing user queries through an interactive dialog. Based on thirty detailed observations of user/librarian interactions obtained through a field experiment, we have developed a computational model designed to simulate the reference librarian. The consultation includes two phases. The first is handle search, where the userâ s rough problem statement and a user stereotyping imposed by the librarian are used in determining the appropriate tools (handles). The second phase is document search, involving the search for documents within a chosen handle. We are collaborating with the university library for putting our model to use as an intelligent assistant for an online retrieval system.
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Wirström, Sofia. "Bibblan svarar – ett tecken i tiden : En virtuell referenstjänst ur ett postmodernt perspektiv." Thesis, Uppsala universitet, Institutionen för ABM, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-175397.
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The aim of this master’s thesis is to examine the virtual reference service Ask the Library [Bibblan svarar] from a postmodern perspective. Ask the Library is a Swedish online reference service that is run by the country’s public libraries. The postmodern theories of Jean-François Lyotard are used to study how information is managed and transmitted within the service. From this point-of-view three aspects of the reference service are studied; how the information is affected by the virtual environment, the librarian’s role within the service and finally how the content of the service is managed. The methods for extracting data are a blend of qualitative interviews and online observations. The data is then analyzed from a theoretical viewpoint. The result shows that there are several postmodern tendencies in Ask the Library. Namely the service shows a number of indications toward plurality. This can be related to Lyotard’s theory of the downfall of the grand narratives since postmodern theories celebrate the idea of plurality and diversity. Ask the Library is complex and dynamic in the sense that it adapts its services to the users. In addition to a multilingual service, Ask the Library also offers the users reference help in the form of social network sites like Facebook and Twitter. This makes the service more varied but also deeply complex. The reference service also emphasizes on the librarian’s individual competence and promotes personal knowledge and expertise. In Lyotard’s postmodern theories there is a rejection of absolute and objective truths and this falls in line with the subjectivity that the reference service celebrates. Ask the Library has two different agendas; providing qualitative reference service to the users and also promoting the librarians and their skills. The information, or content, in the service is still organized and under examination by the librarians. Critique of the sources is an important skill for a librarian within Ask the Library to have. These traditional ideas of objective truth are balanced with the new virtual environment that often promotes collective construction of information and knowledge. This study is a two years master’s thesis in the academic field library and information science.
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Lizarme, Quispe Silvia, and Valer Isaac Huamán. "Question Point: Servicio de referencia virtual en los Centros de Información de la Universidad Peruana de Ciencias Aplicadas (UPC)." Universidad Peruana de Ciencias Aplicadas (UPC), 2014. http://hdl.handle.net/10757/320271.
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Presentación realizada en el marco de las VI Jornadas Nacionales de Bibliotecas Universitarias:"REDESCUBRIENDO LA EDUCACIÓN SUPERIOR EN LA ERA DEL CONOCIMIENTO", realizado 28-30 de Mayo del 2014, Lima. Perú.Los Centros de Información de la Universidad de Peruana de Ciencias Aplicadas (UPC) implementan el Servicio de referencia virtual, a través de la plataforma Question Point, en el año 2009, con el soporte tecnológico de OCLC (Online Computer Library Center) y ante la necesidad de los usuarios que demandaban un canal de comunicación online, que les permita realizar sus consultas académicas, referentes a los servicios que ofrecen los Centros de información. La implementación de este servicio ha permitido atender hasta la fecha 6534 consultas vía email (formulario web) y chat, lo que no solo ha servido para satisfacer las consultas de los usuarios sino también para formarlos en estrategias de búsquedas y en el uso correcto de los servicios físicos y digitales que ofrecemos a la comunidad universitaria. A partir del año 2011, se integra un Qwidget de chat del Question Point en el Aula Virtual de los alumnos, debido a que se identifica a esta última, como el ambiente virtual más utilizado por los alumnos, al consultar los materiales de enseñanza de sus cursos. Esta estrategia tiene como finalidad que los alumnos puedan encontrar en su principal medio de interacción virtual, una nueva alternativa de comunicación con los Centros de Información, para la resolución de sus consultas referentes a la búsqueda de fuentes de información bibliográfica así como también para solicitar orientación en el uso de los distintos servicios que se ofrecen. Esta estrategia ha dado como resultado que en el año 2013 el número de consultas vía chat se incremente en un 73% respecto al año 2011. Asimismo, cabe resaltar que en promedio el 59% de las consultas vía chat son realizadas desde el Qwidget insertado en el Aula Virtual. Finalmente, un dato resaltante es que el 74% de las consultas recibidas son a través del canal del chat, lo cual indica que existe una marcada tendencia de los usuarios al uso de estos servicios, por lo que se recomienda a otras áreas de la universidad, tomar esta experiencia como modelo para la atención de las consultas que reciben de sus usuarios.
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Axelsson, Elisabeth. "Referensverksamheten och referensbeståndens användning på två folkbibliotek - Linköping och Norrköping." Thesis, Högskolan i Borås, Institutionen Biblioteks- och informationsvetenskap / Bibliotekshögskolan, 1997. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-12023.
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In 1995 a survey was made at six public libraries in the county of Ostergotland in order to examine the reference service and the use of reference collections. In this paper the methods of the survey are described and the results from two libraries in Norrkoping and Linkoping are being analysed. In the survey several methods were used. During a fortnight observations were made of the use of reference books by the visitors in the reference section. The books were listed. The librarians work at the information desk were also observed at the same time and the librarians wrote all their transactions down as well as their use of reference tools. Two questionnaires were distributed, one to the visitors at the reference section, one to the visitors at the information desk. The results in short: The collections of reference books were extensive, old and not so well used. The visitors used these collections more than the librarians (6-7% versus 1-2%). The location of the reference books means much to the use. The users of reference books are mostly students. There are many questions asked by the visitors and often queus are formed at the information desk . Most questions are simple to solve and depending on diffculties of the visitors to find the books on the right shelves. Both libraries have small assets and shortages in the collections make requested books and subjects hard to find for the visitors. At the information desk there are a lot of other transactions than reference questions like selling, reservations, Pc-help and so on. The librarians used the library catalogue in nearly half of the questions but that was the only reference tool which was used more than marginal. The visitors at the reference desk were mostly students but there were no big differences between students frequency and the general public. Finally the survey shows that the quality of the reference service can and must be improved. There are needs for organisational changes as well as further education of the staff. The libraries in the survey need to focus on the customer's quality more to improve their reference service.
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Uta, Joseph J. "Health communication to rural populations in developing countries : with special reference to Malawi." Thesis, Loughborough University, 1993. https://dspace.lboro.ac.uk/2134/13774.
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The findings of KAP studies and health reports indicate that in spite of continuing efforts by developing countries like Malawi, to raise health awareness among their peoples, the majority of the people remain inadequately informed and are generally found to lack basic knowledge about most prevalent diseases. As a result most people are unable to participate fully in primary health care activities. Two parallel surveys were carried out: (i) on activities of providers of information; and (ii) on information-seeking behaviour of a sample of the public. A health knowledge test was conducted to a sample of the public in order to assess their levels of Aids and bilharzia awareness. On matching the findings from the two surveys the following deficiencies were identified. The major cause of problems was that information provision was fragmented. Conflicting messages were given by different agencies which appeared to compete with each other. Distribution and access to the available information was also found to cause problems. Lack of research-based knowledge among health information providers about information needs and information-seeking behaviour of the people they are planning services for compounds the problems of information provision. Potential solutions include coordinating all activities of health communication from top-to-bottom (i.e. from planning to implementation at the community level). Efforts towards strengthening extension services, consolidating and repackaging of information, and consolidating of health grey literature are argued to be appropriate. Promoting use and marketing of the available information among the rural populations is also argued to be appropriate.
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Wipawin, Namtip. "Strategic planning for information services a study of an application to Thai libraries and information centres /." Thesis, Loughborough University, 1991. http://catalog.hathitrust.org/api/volumes/oclc/28567547.html.
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Ghosh, Maitrayee, and Jay Bhatt. "The challenging and critical role of information professionals in combating AIDS in India." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/105105.
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The nature of work for librarians/information professionals is undergoing a profound transformation, due to the arrival of deadly diseases like AIDS (Acquired Immunodeficiency Syndrome) and the change in information needs of the local community. This change necessitates much more professional expertise, updated knowledge, critical thinking and involvement in developing effective AIDS literacy programs. Information professionals serving in different libraries or potential information dissemination centers can provide dedicated services to society by helping to access AIDS information not only in urban settings but also in rural environments. This paper outlines strategies for effective collaboration in the context of AIDS literacy promotion efforts. It identifies a number of obstacles in the process of empowering the community and suitable measures essential for success.
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Ling, Zhang, Cong Wang, and Austin McCarthy. "Knowing our users and responding to their needs-The impact of research on services in two university libraries." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/106105.
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In an earlier paper the authors discussed reference services in two university libraries and suggested changes to the services based on a user survey. They also quoted research into staff and student use of information resources. Although libraries have no difficulty in compiling quantitative data, the use of such qualitative research to delve beyond the statistics, in order to better understand user needs, perceptions and behaviours, is a recent development at Harbin Engineering University Library, China. However, at the Library of the University of Northumbria in England there is a long history of using research to evaluate services. This paper gives a very brief introduction to the value of qualitative re-search in evaluating services and providing a sound basis for management decisions about staffing and service delivery. Some of the methods used at the two universities are outlined. Finally, two case studies of research projects, one from each university, will be described and the extent to which they have resulted in changes to policies or practices will be examined.
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Iivonen, Mirja, and Diane H. Sonnenwald. "From Translation to Navigation of Different Discourses: A Model of Search Term Selection during the Pre-Online Stage of the Search Process." John Wiley and Sons, Inc, 1998. http://hdl.handle.net/10150/106512.
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We propose a model of search term selection process based on our empirical study of professional searchers during the pre-online stage of the search process. The model characterizes the selection of search terms as the navigation of different discourses. Discourse refers to the way of talking and thinking about a certain topic; there often exists multiple, diverse discourses on the same topic. When selecting search terms, searchers appear to navigate a variety of discourses, i.e., they view the topic of a client's search request from the perspective of multiple discourse communities, and evaluate and synthesize differences and similarities among those discourses when selecting search terms. Six discourses emerged as sources of search terms in our study. These discourses are controlled vocabularies, documents and domains, the practice of indexing, clients' search requests, databases and the searchers' own search experience. Data further suggest that searchers navigate these discourses dynamically and have preferences for certain discourses. Conceptualizing the selection of search terms as a meeting place of different discourses provides new insights into the complex nature of the search term selection process. It emphasizes the multiplicity and complexity of the sources of search terms, the dynamic nature of the search term selection process, and the complex analysis and synthesis of differences and similarities among sources of search terms. It suggests that searchers may need to understand fundamental aspects of multiple discourses in order to select search terms.
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Mårtensson, Jörgen. "Är frågan färdigformulerad? : En referenskritisk undersökning av 118100 Svar På Allt och Fråga Bibliotekets e-posttjänst." Thesis, Uppsala universitet, Institutionen för ABM, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-160068.
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This two years master’s thesis in Library and Information Sciences aims to investigate and put the services of 118100 Svar På Allt (SPA, an SMS mobile question and answer service) and Fråga biblioteket (FB, a library operated e-mail reference service) into the context of the reference encounter. Questions sent to SPA and their subsequent answers are analysed, and part of these questions are forwarded to FB for comparative studies. Both of the formats are compared to the reference encounter as a whole. The framing of the question originates in the assumption that there may be a need for further negotiation of the questions submitted to the aforementioned formats. Do SPA and FB constitute formats different enough from the reference encounter to imply that the question at hand already has gone through the apropiate negotiations? These compressed and asynchronous reference services are not only compared to the synchronous reference, but are also examined as reference services in their own right. How does the e-mail reference and the SMS services fare against each other and the “regular” reference encounter? Findings in the analysis are subjected to appliable INSU theories, especially Robert S. Taylors thoughts on question negotitation and Nicholas Belkins et al regarding anomalous states of knowledge. Further major contributors are Marie L. Radford concerning the reference encounter and Reijo Savolainen on everyday information practices. The study found several occasions where a personal, or at least synchronous, reference encounter would have been decidedly more helpful than that of the electronic services. However, the larger majority of the questions analysed turned out to be completed in formulation for the compressed, asynchronous format. The e-mails of FB can to some extent work as an intermediary service since it is more allowing lengthwise than SPA and gives more of an opportunity to redirect towards more exhaustive sources.
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White, Christopher P. "NHS resource allocation 1997 to 2003 with particular reference to the impact on rural areas." Thesis, St Andrews, 2009. http://hdl.handle.net/10023/825.
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Ralph, Lynette Lawrence. "An Investigation of a Knowledge Management Solution for Reference Services." NSUWorks, 2008. http://nsuworks.nova.edu/gscis_etd/787.
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Existing historical and empirical literature indicate that reference librarians provide inaccurate answers 45% of the time. Many reasons have been offered for this ineffective service, including the overwhelming number of available resources making it difficult for any individual librarian to accurately recall the hest resource or answer for any specific question. While individual librarians may not recall specific information, when they collaborated with their colleagues and shared their collective knowledge, there was usually an improvement in the quality of service they provided. Existing studies exist which showed attempts at training to improve accuracy rate. However, none addressed the use of Knowledge Management CKM) as a means of improving reference services in academic libraries.
The Knowledge Base CKB) of Question Point CQP) is a KM tool capable of capturing the collective knowledge of reference librarians in academic libraries and making it available for future use. The goal of the study was to determine if the KB of QP is an effective KM tool by investigating whether the KB was being used, and the impact of the use or lack of use of the KB in providing accurate information, and reducing duplication. It also assessed the librarians' perceptions of the benefits and problems of using the KB.
Descriptive research was the methodology used for an unobtrusive study, a survey instrument, and interviews. The unobtrusive study resulted in an overall accuracy of 55.5%. The questionnaire revealed that while the reference librarians used some features of QP, they did not generally use the KB, thus resulting in duplication. From the librarians' perspective, the content, culture and process of the system contributed to nonuse. This lack of use of the KB, the resulting continuance of inaccuracy and the duplication, rendered the KB ineffective as a KM tool. The insights gained through this study have prompted recommendations for further study into the content, culture and process of KMS in the reference departments of academic libraries.
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Maimbolwa, Margaret C. "Maternity care in Zambia : with special reference to social support /." Stockholm, 2004. http://diss.kib.ki.se/2004/91-7349-612-X/.
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Tan, Grace T. H. U. "An interpretive approach to power, professionalism and control : with special reference to the functions of hospital pharmacy departments." Thesis, University of Oxford, 1992. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.334805.
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Maikudi, Abdullahi Ahmed. "Health care delivery in Nigeria in terms of distribution, access and uses with particular reference to Bauchi State." Thesis, University of Nottingham, 1988. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.281135.
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Kheirelsid, Musa Hasabel Rasoul. "Flexibility and inflexibility in planning : alternative concepts and methods, with special reference to the case of health services." Thesis, London School of Economics and Political Science (University of London), 1985. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.285712.
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Martin, Luana Bassetto. "Sistema de regulação gestão dos encaminhamentos a um hospital de referência /." Botucatu, 2019. http://hdl.handle.net/11449/181466.
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Orientador: Carmen Maria Casquel Monti JulianiResumo: INTRODUÇÃO: A regulação de acesso é compreendida como importante ferramenta de gestão do sistema de saúde. OBJETIVO: Conhecer o perfil e demanda de urgência e emer-gência encaminhadas a um serviço de alta complexidade antes e após um sistema de regulação. MÉTODO: Estudo transversal, avaliando, por meio de análise estatística, dois períodos o primeiro de março de 2015 a setembro de 2016 e o segundo de outubro de 2016 a abril de 2018. RESULTADOS: Houve predominância dos moradores de Botucatu sendo 82% adultos e as especialidades mais buscadas foram oftalmologia, clínica médica e ortopedia. 10450 casos foram regulados pela Central de Regulação de Ofertas de Serviços de Saúde, em análise comparativa do período anterior e posterior da implantação da plataforma notou-se aumento na demanda de atendimento dos municípios e na distribuição das especialidades solicitadas. Das solicitações aceitas e encaminhadas ao Hospital das Clínicas prevaleceu o público mascu-lino e as principais hipóteses diagnósticas foram relacionadas à fratura, trauma, afecções car-díacas e acidente vascular cerebral. Após realizou-se um cálculo amostral que evidenciou 12,5% a realização de contrarreferência, analisando a amostra a maioria eram homens com média de idade de 40 anos e o tempo médio de regulação dos casos foi de 1 hora, 43 minutos e 48 segundos com as principais queixas relacionadas à fratura, dor abdominal, infarto agudo do miocárdio e dispneia. CONCLUSÃO: Houve diferença significativa comparando o... (Resumo completo, clicar acesso eletrônico abaixo)
Abstract: BACKGROUND: Access regulation is understood as an important health system manage-ment tool. AIM: To know the profile and demand of urgency and emergency sent to a high complexity service before and after a regulation system. METHOD: Cross-sectional study, evaluating, through statistical analysis, two periods from March 2015 to September 2016 and the second from October 2016 to April 2018. RESULTS: Population of Botucatu was predo-minantly 82% and specialties most sought were ophthalmology, medical clinic and orthope-dics. 10450 cases were regulated by the Central of Regulation of Health Service Offerings, in a comparative analysis of the period before and after the implementation of the platform, there was an increase in the demand for care of the municipalities and in the distribution of the spe-cialties requested. Of the requests accepted and sent to Hospital das Clínicas, the male public prevailed and the main diagnostic hypotheses were related to fracture, trauma, cardiac affecti-ons and stroke. After a sample calculation that showed a 12.5% counterreference, the sample was mostly men with a mean age of 40 years and mean time to regulate the cases was 1 hour, 43 minutes and 48 seconds with the main complaints related to fracture, abdominal pain, acute myocardial infarction and dyspnea. CONCLUSION: There was a significant difference comparing the two periods, evidencing the increase after the insertion of the platform, contri-buting to the regulation and flow of the patien... (Complete abstract click electronic access below)
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