O bibliotecário como mediador no processo de transferência da informação para pessoas com deficiência visual

MAIA, Maria Aniolly Queiroz et al. O bibliotecário como mediador no processo de transferência da informação para pessoas com deficiência visual. In: CONGRESSO BRASILEIRO DE BIBLIOTECONOMIA, 24., DOCUMENTAÇÃO E CIÊNCIA DA INFORMAÇÃO, 2011, Maceió. Anais... Maceió: CBBD, 2011

Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes

Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term

A organização do processo de projeto de arquitetura no meio profissional: uma análise da produção em escritórios

This paper examines, through case studies, the organization of the production process of architectural projects in architecture offices in the city of Natal, specifically in relation to building projects. The specifics of the design process in architecture, the production of the project in a professional field in Natal, are studied in light of theories of design and its production process. The survey, in its different phases, was conducted between March 2010 and September 2012 and aimed to identify, understand, and analyze comparatively, by mapping the design process, the organization of production of building projects in two offices in Natal, checking as well the relationships of their agents during the process. The project was based on desk research and exploration, adopting, for both, data collection tools such as forms, questionnaires, and interviews. With the specific aim of mapping the design process, we adopted a technique that allows obtaining the information directly from employee agents involved in the production process. The technique consisted of registering information by completing daily, during or at the end of the workday, an individual virtual agenda, in which all agent collaborators described the tasks performed. The data collected allowed for the identification of the organizational structure of the office, its hierarchy, the responsibilities of agents, as well as the tasks performed by them during the two months of monitoring at each office. The research findings were based on analyses of data collected in the two offices and on comparative studies between the results of these analyses. The end result was a diagnostic evaluation that considered the level of organization and elaborated this perspective, as well as proposed solutions aimed at improving both the organization of the process and the relationships between the agents under the lens analyzed

Prevalence of biomicroscopic findings in the anterior segment and ocular adnexa among schoolchildren in Natal/Brazil

Objective: To determine the prevalence of ocular findings of the external structures and anterior segment of the eye, detected by biomicroscopic examination in schoolchildren in Natal (RN) - Brazil. Methods: After previous random selection, 1,024 pupils from elementary and secondary public and private schools in the city of Natal were evaluated from March to June 2001. All were submitted to preestablished standard research norms, consisting of identification, demographic information, ophthalmologic biomicroscopic examination, with slit lamp, performed by ophthalmologists from the “Onofre Lopes” University Hospital. Results: Alterations of the conjunctival and palpebral conditions were the most prevalent (10.4% and 6.2% respectively). Follicles (4.2%) and papillae (3.0%) were the frequent conjunctival lesions, while blepharitis (3.5%) and meibomitis (1.1%) were the most detected abnormalities in the eyelids. Upon examining the cornea, iris, lens and anterior vitreous, the most encountered findings were nubecula (0.5%), papillary membrane reliquiae (0.5%), posterior capsula opacity (0.8%) and hyaloid arteria reliquiae (2.0%). Conclusion: The most prevalent findings affecting the external structures of the eye such as eyelids and conjunctiva, consisted of blepharitis followed by follicular reaction of the conjunctiva. The most prevalent abnormalities in the cornea, iris, lens and anterior vitreous were nubecula, papillary membrane reliquiae, posterior capsular opacity and hyaloid arteria reliquiae, in that order