Barriers to Service-sector SME Internationalization in the EU Business Environment

The service sector in the global world is constantly growing: in Europe, they account currently approximately for 70 per cent of the total economy. Yet service internationalization is rather a new phenomenon: services have been traditionally seen as local entities, which also explains why research on service internationalization has properly begun only few decades ago. Even though the Single European Market allows free service movement between Member States, services do not move as actively as desired: approximately only one fifth of services are involved in cross-border trade. Therefore, the main purpose of this thesis is to analyze the barriers to service-sector SME internationalization in the EU business environment. To address the research purpose, the internationalization of service-sector SMEs in the EU area is first described and thereafter, the barriers to service-sector SME internationalization in the European context are mapped and analyzed from intra- and extra-firm perspectives. In order to understand the topic area and the phenomenon, a short glance is first taken into Europe as a business environment for service industries: the market characteristics and benefits of the common free trade area for service industries are described. Also earlier literature on service internationalization and barriers to international service trade are discussed. Due to low previous research activity on barriers specifically to international service trade, the discussion is improved by presenting general findings of barriers to SME internationalization. This research is conducted with qualitative methods: there is only a limited amount of previous research and qualitative methods provide a way of gathering in-depth information and reaching understanding from respondents’ perspectives. The evidence presented in the study was collected through six semi-structured interviews with six different small or medium sized international service firm representatives that all had the first-hand knowledge regarding their company’s process of delivering services from home market to other European countries. The results of the study provide a detailed description and analysis of intra- and extra-firm barriers to service-sector SME internationalization in the context of EU and indicate that in general, internal firm-specific barriers have a greater impact in determining firm’s possibilities to be engaged in cross-border service trade – external barriers played a smaller role. What might explain these results is that first of all, the study has full focus on service firms of smaller size and internal barriers tend to be particularly effective to SMEs as their resources, skills and capabilities are often limited, which limits internationalization possibilities. Second, the results may indicate that EU’s internal market and the free trade concept function quite well from service firms’ perspective, and the low service movement rate may be rather caused by firm’s own competences and resource-related difficulties than directly by flaws in the market. The results complete earlier literature and provide new and more detailed knowledge of barriers to cross-border service trade in the context of Europe. They also indicate that service internationalization should be observed separately from internationalization of traditional manufacturing firms due to unique service-specific characteristics. The findings of this study are particularly beneficial for small or medium sized service firm managers as it provides knowledge of delivering services across borders in Europe and of barriers that relate to that process.

The roles and tasks of salespeople in Software-as-a-Service company's value-based sales process

Recent research in relationships marketing and sales and sales management emphasizes companies’ ability to create customer value as a core of all business-to-business relationships. The role of individual salespeople in business relation-ships is commonly acknowledged, but has been largely neglected in extant literature. This study offers especially more detailed perspective on salespeople’s roles and tasks in business-to-business value-based sales process. It focuses especially on Software-as-a-Service business environment. The objective of the study is to find out how salespeople can create value in Software-as-a-Service value-based sales process. It determines value-based sales process, salespeople’s roles and tasks in it, and combines value assessment in to process. The results indicate that salespeople have to adapt different selling roles and tasks in Software-as-a-Service value-based sales process to be able to support the customer’s value-in-use experience. The process itself is highly complex, consisting of multiple facets and selling behaviors, and involves relevant actors from both parties of relationship. The study concludes with a discussion of possibilities that provide interesting aspects for future research.

The role of motivational systems in community service involvement : initiating and sustaining factors and quality of experience /

Community service participation can have a positive impact on development, especially for youth. Although researchers have found positive outcomes, there has been a notable decline in youth participation over the past few years (Statistics Canada, 2000). Given the positive outcomes and current decline, it has been argued that youth should be encouraged to get involved in service activities. In the present study, quantitative and qualitative data were collected to determine factors that would help youth to initiate and sustain service, along with examining the quality of their experience. Eighty-two university undergraduate students (23 men), ranging in age from 17-20 years completed a 60-minute self-report questionnaire. Initiating and sustaining factors, motivational systems (similar to approach and avoidance dimensions), activity dimensions {Structure, Supportive Social Environment), quality of experience {Positive, Stress-Challenge), and future intention to participate in community service were measured. Eight participants also completed a 20-minute telephone interview to complement and expand on the quantitative data collected. Some initiating and sustaining factors were specific to individuals higher on the avoidance dimension, while others were relevant to those higher on the approach dimension. Several factors also were important to individuals regardless of their motivational system orientation. Positive quality of experience was related positively to experiencing a supportive social environment. In addition, women rated their community service as more positive than did men. A predicted interaction between the avoidance dimension and Structure in predicting positive quality of experience was not supported; however, positive quality of experience was predicted by the interaction of the approach dimension and Structure. A tested interaction between the avoidance dimension and Supportive Social Environment in predicting positive quality of experience was not supported. Similarly, a predicted interaction between the approach dimension and Supportive Social Environment in predicting positive experience quality was not supported. However, Supportive Social Environment was positively related to positive quality of experience. No support was found for a mediational role for positive quality of experience or stress-challenge quality of experience in exploring the relation between motivational orientation and fiiture intention to engage in service activities. The results of this study suggest that participating in a service environment that is supportive and provides the opportunity for social interactions with others would promote positive quality of experience and help youth sustain involvement. Thus, to help youth have positive experiences and to remain active in service, it is important for service agencies to promote these types of environments. In addition, some initiating and sustaining factors were specific to youth higher on the avoidance dimension and some were relevant to youth higher on the approach dimension. Therefore, service agencies may need to consider using different recruitment and retention strategies, depending on the type of youth they wish to recruit.

Modernizing human resource management : the importance of values-based leadership in the Canadian federal public service /

Over the past several decades, many theories have been advanced as to why efforts to reform the public service have met with only limited success. Clearly, the role of leadership with respect to reform must be examined, since successful organizational leaders should be extremely accomplished in the promotion and protection of the values that underlie decision-making. The issue of effective leadership is particularly significant for the future of the public service of Canada. Large numbers of public servants in the executive ranks are due to retire within the next five years. Given their central role, it is vital that there be enough dedicated and committed public servants to staff future vacancies. It is also essential that future public service leaders possess the competencies and values associated with a world-class public service and, a new type of public organization. Related to this point is the importance of people-management skills. People management in the public service is an issue that has historically faced - and will continue to face - major challenges with respect to recruiting and retaining the leaders it requires for its continued success. It is imperative that the public service not only be revitalized and be seen as an employer of choice, but also that the process by which it accomplishes this goal - the practice of human resource management - be modernized. To achieve the flexibility needed to remain effective, the public service requires the kind ofleadership that supports new public service values such as innovation and which emphasizes a "people- first" approach. This thesis examines the kind of public service leadership needed to modernize the human resource management regime in the federal public service. A historical examination of public service values is presented to help determine the values that are important for public service leaders with respect to modernizing human resource management. Since replenishing the 2 ranks of public service leaders is crucial to ensure the quality of service to Canadians, leadership that supports career planning will be a major focus of this paper. In addition, this thesis demonstrates that while traditional public service values continue to endure, innovative leaders must effectively reconcile new public service values with traditional values in order to increase the possibilities for successful reform as well as achieve business objectives. Much of the thesis is devoted to explaining the crucial role of post-bureaucratic leadership to successful reform. One of the major findings of the thesis is that leaders who demonstrate a blending of new public service values and traditional values are critical to creating effective employment relationships, which are key to modernizing human resource management in the federal public service. It will be apparent that public service leaders must ensure that an appropriate accountability framework is in place before embarking on reform. However, leaders who support new public service values such as innovation and empowerment and who emphasize the importance of people are essential to successful reform.

The assessment of self-directed learning among pre-service students in an Ontario faculty of education

The study determined students' perceptions of self-directed learning in their courses. Tests to assess perceptions are not being used in many programs. Assessments such as the Self-Directed Readiness Scale (SDLRS) and the Oddi continuing Learning Inventory (OCLI) have weaknesses that may have affected the use of tests. In this study, the creation of the Self-Directed Learning Test (SDLT) monitored students' perceptions by addressing what students were told before registration, how much input students had in developing the structure of the course, how much input students have in determining the evaluation for the course, what style of learning is taking place, and the characteristics of learning found among students. Fifty-one students in the pre-service program at Brock University completed the SDLT. Results showed that 47.1% of the sample liked self-directed learning. Several students who stated that they did not like selfdirected learning did not know what self-directed learning was. Results supported Brookfield's (1986) claim for more education on what self-directed learning is. The study did not support Knowles' (1980) assumption that adult students know and want to follow self-directed approaches to learning. The SDLT is a good method for monitoring self-directed learning and how students perceive their courses.

Valuing and encouraging critical reflection in pre-service teacher education

This qualitative study was designed to investigate aspects related to valuing and encouraging critical reflection in pre-service teacher education. An examination of the place and function of practicum logbooks as used at Covenant Canadian Reformed Teachers' College, a small private college which offers pre-service teacher education formed the core of the research. An analysis of the practicum logbooks written by five student teachers during three different practicum placements was performed at two levels. First, a content analysis served to identify general and specific categories within the practice teaching contextas a learning experience. Secondly, in-depth intuitive and thematic analyses of the entries which related specifically to reflection as a learning experience gave rise to critical questions. Throughout the process, the five participants formed an active and involved group of co-researchers, adding their voices to the narrative of the learning experience. Variables such as personality type, learning style and self-directedness added a dimension which deepened and emiched the study. The result of the study suggests that practicum logbooks form a valuable base for valuing and encouraging critical reflection in pre-service teacher education. The results also suggest that not all students appear to be equally capable of critical reflection. Recognizing that teacher education exists as a continuum appears to support the findings that in their journey along this continuum, student teachers not only move from reflection-on-action to reflection-in-action, but also from content to process to premise reflection. An awareness of contributing factors such as personality type, degree of risk-taking, preferred learning style and self-directedness on the part of teacher-educators will serve to create a climate of trust in which student teachers can safely develop critical reflection, using practicum logbooks as one possible medium.

Understanding space, place and leisure of women over 85 living in the community

There is an increase in the number of older adults 85 and over, who are choosing to live alone within the community. Moreover, older adults who live alone are reportedly spending an extensive amount of time alone within the home environment. In an effort to provide additional support and resources to older adults living in the community, a compliment of services are being offered through public and private organizations. These in-home supports focus on the instrumental or functional tasks of daily living, such as personal and rehabilitative care, nourishment, maintenance and upkeep of the home, as well as volunteer social visitation. However leisure resources and programs are not included among these services. Consequently, this creates a gap in leisure provision among this segment of the population. Throughout the life course, an individual's identity, role and purpose are developed and sustained through instrumental work roles in the formal and informal sector, as well as through personally meaningful leisure pastimes and experiences. Although roles shift post retirement, participation in instrumental and expressive activities can provide opportunities through which older adults are able to fulfill their need for agency (individuality and autonomy) and affiliation (social relatedness). Therefore barriers that inhibit instrumental or leisure experiences can negatively impact older adults' quality of life. This study explored the leisure lifestyles of four older adults, all of whom were over 85, lived alone within the community and were oriented to person, time and place. It became apparent that participants ordered their lives around a routine that consisted of instrumental, expressive and socially integrated tasks and activities. Moreover participants purposely chose to remain at home because their home environment facilitated freedom, choice and independence. As a result all four participants viewed their independence within the home as a critical determinant to their overall quality of life. Challenges associated with the home environment, participants' personal capacities and relationships were negotiated on a daily basis. Failure to positively adapt to these challenges inhibited meaningful engagement and personal fulfillment. Traditionally, leisure service delivery has been offered within institutions and through various community based venues. As a result leisure provision has been focused on the needs of the frail elderly who reside in institutions or the well elderly who are able to access leisure amenities within the community. However the growing number of older adults electing to live alone is on the rise. As individuals age the home becomes the preferred context for leisure experiences. If older adults are choosing to live alone, then both their instrumental and leisure needs must be addressed. As a result, it is imperative that leisure professionals extend the scope of service delivery to include home centered older adults.

Bonds away : baseball mythology and the 2007 home run chase

In 2007, Barry Bonds hit his 75 6th home run, breaking Hank Aaron's all-time record for most home runs in a Major League career. While it would be expected that such an accomplishment would induce unending praise and adulationfor the new record-holder, Bonds did not receive the treatment typically reserved for a beloved baseball hero. The purpose of this thesis is to assess media representations of the 2007 home run chase in order to shed light upon the factors which led to the mixed representations which accompanied BOlTds ' assault on Aaron's record. Drawingfrom Roland Barthes ' concept of myth, this thesis proposes that Bonds was portrayed in predominantly negative ways because he was seen as failing to embody the values of baseball's mythology. Using a qualitative content analysis of three major American newspapers, this thesis examines portrayals of Bonds and how he was shown both to represent and oppose elements from baseball's mythology, such as youth, and a distant, agrarian past. Recognizing the ways in which baseball is associated with American life, the media representations of Bonds are also evaluated to discern whether he was portrayed as personifYing a distinctly American set of values. The results indicate that, in media coverage of the 2007 home run chase, Bonds was depicted as a player of many contradictions. Most commonly, Bonds' athletic ability and career achievements were contrasted with unflattering descriptions of his character, including discussions of his alleged use of performance-enhancing substances. However, some coverage portrayed Bonds as embodying baseball myth. The findings contribute to an appreciation of the importance of historical context in examining media representations. This understanding is enhanced by an analysis of a selection of articles on Mark McGwire 's record-breaking season in 1998, and careful consideration of, and comparison to, the context under which Bonds performed in 2007. Findings are also shown to support the contemporary existence of a strong American baseball mythology. That Bonds is both condemned for failing to uphold the mythology and praised for personifYing it suggests that the values seen as inherent to baseball continue to act as an American cultural benchmark.

A Home at School: Building Stronger Indigenous People through Cultural Resurgence in an Urban Ontario Public School Context.

In this thesis, I work through the educational narratives of young Aboriginal women and men as I explore the relationship between cultural programming and student engagement. My analysis is structured through a collaborative Indigenous research project. My overarching task is to explore how a cultural support program, the Native Youth Advancement with Education Hamilton (NYA WEH) Program, offered at Sir John A. Macdonald Secondary School, located in Hamilton, Ontario, Canada, attempts to re-imagine Aboriginal education in ways that directly challenge the residential school legacy. In particular, I work to illuminate how particular forms of Aboriginal education are connected to the graduation rates of Aboriginal youth. I argue that the ways in which the NYA WEH Program navigates Native Studies curriculum, relationships, and notions of culture and tradition are significant to the engagement of Aboriginal youth. This research develops theoretical connections between the contemporary experience of Aboriginal social inequality and educational initiatives which attempt to reverse that legacy. By placing the NYA WEH Program narratives side-by-side with literature supporting Aboriginal education for Self-determination, I work to learn how to best support and encourage Aboriginal student engagement in secondary schools across Ontario.

Investigation of Changes in Prescribed and Voluntary Job Roles in Community Service Delivery for People who have Intellectual Disabilities after the Implementation of the 3 Rs; Rights, Respect and Responsibility Project

The purpose of this thesis was to explore whether there is change in organizational citizenship behaviours in community agency staff following agency adoption of a rights - based service philosophy. Four community agency support staff were interviewed to investigate how residential care providers in services for persons who have intellectual disabilities describe their voluntary job related behaviours following training about human rights. The major finding was that the participants were actively engaged in displaying civic virtue, courtesy, and altruism discretionary behaviours. There was evidence of a post rights training shift in communication patterns with support staff reporting that they used language that prom,oted and advocated for human rights, and reported increased communication exchanges among persons supported by the agency, support staff and managers. Participants also suggested that the individuals they support asserted their rights more frequently and they were more active in their own life choices following rights training.

The Influence of Burnout Symptoms on the Relationship between Work-Life Balance and Self-Rated Health

The effects of stress at work are estimated to cost Canadian employers more than 20 billion dollars annually through absenteeism, sick leave and decreased productivity. Over the past two decades, Canadians have reported higher stress levels, increased work hours and more work performed outside of normal business hours. This work-life imbalance has far-reaching repercussions–affecting an employee’s performance as well as their health. Chronic exposure to these high levels of stress can also lead to burnout. The primary purpose of this study was to determine the magnitude in which burnout symptoms influence the relationship between work-life balance and self-rated health. The secondary purpose of this study was to determine if gender and age interactions exist in the relationship between burnout, work-life balance, and self-rated health. This cross-sectional study involved secondary analysis of 220 managers, workers and human service professionals who completed an Occupational Health Clinics for Ontario Workers’ Mental Injury Toolkit (MIT) survey for the launch of the MIT. The MIT survey is a modified form of the short version of the Copenhagen Psychosocial Questionnaire and includes expanded questioning around burnout, stress, sleep troubles, cognitive, and somatic symptoms. There were no significant differences in self-rated health based on a respondent’s gender or age, indicating that no interaction of gender and age would be required. Respondents with low self-rated health reported significantly higher burnout and work-life imbalance compared to those with high self-rated health. The regression analysis demonstrated that the magnitude in which burnout mediates the relationship between work-life balance and self-rated health was 96%. These findings support previous studies that associate high levels of work-life imbalance or burnout with poor self-rated health or health outcomes. In this study, the shared variance between work-life balance and burnout also supports recent efforts to redefine the context and causes of burnout to include non-work factors. Based on our findings, the potential exists for the development of workplace health promotion strategies that address maintaining a balance between work and home as they may improve employee health and reduce burnout.

Toward a broader approach to the study of infant attachment : links between maternal autonomy-support, attachment state of mind, maternal sensitivity, and infant security of attachment

Dans le but d’examiner les mécanismes qui sous-tendent le développement de la sécurité d’attachement chez l’enfant, Grossmann et al. (1999; 2008) proposent une perspective plus vaste de l’étude de l’attachement chez l’enfant, examinant les comportements parentaux pertinents aux deux côtés de l’équilibre entre le système d’attachement et le système d’exploration. La thèse se base sur cette approche pour explorer la relation entre la sécurité d’attachement chez l’enfant et deux comportements maternels, soit la sensibilité maternelle et le soutien à l’autonomie maternel, de même que la relation entre ces deux comportements et l’état d’esprit maternel face à l’attachement. Le premier article propose que la théorie de l’autodétermination, avec ses études empiriques portant sur les comportements parentaux liés à l’exploration, offre une perspective utile pour l’étude des comportements d’exploration dans le cadre de l’équilibre attachement/exploration. L’article présente une revue théorique et empirique des domaines de l’attachement et de la théorie de l’autodétermination et souligne des analogies conceptuelles et empiriques entre les deux domaines, en plus de décrire la façon dont ils se complètent et se complémentent. Le deuxième article étudie les liens entre la sensibilité maternelle, le soutien à l’autonomie maternel et la sécurité d’attachement chez l’enfant. Soixante et onze dyades ont participé à deux visites à domicile. La sensibilité maternelle a été évaluée lorsque les enfants étaient âgés de 12 mois, alors que le soutien à l’autonomie maternel et la sécurité d’attachement chez l’enfant l’ont été lorsque les enfants avaient atteint l’âge de 15 mois. Les résultats indiquent que le soutien à l’autonomie maternel explique une portion significative de la variance de la sécurité d’attachement, et ce, après avoir contrôlé pour la sensibilité maternelle et le statut socio-économique. Le troisième article examine les relations entre deux dimensions de l’état d’esprit maternel face à l’attachement (esquivant et préoccupé/non-résolu), la sensibilité maternelle et le soutien à l’autonomie maternel. Soixante et onze dyades ont participé à trois visites à domicile. L’Entrevue d’Attachement Adulte (EAA) a été administrée lorsque les enfants étaient âgés de 8 mois, la sensibilité maternelle a été évaluée alors qu’ils avaient atteint l’âge de 12 mois et le soutien à l’autonomie maternel, lorsqu’ils avaient 15 mois. Les résultats révèlent qu’après avoir contrôlé pour le statut socio-économique, la sensibilité maternelle est liée de façon négative à la dimension « esquivant » de l’EAA, alors que le soutien à l’autonomie maternel est lié de façon négative à la dimension « préoccupé/non-résolu ». Les résultats présentés dans le deuxième et le troisième article sont discutés, de même que de leurs répercussions théoriques et cliniques. Des questions susceptibles de guider des recherches futures sont proposées.

L'impact d'un accident vasculaire cérébral léger sur la qualité de vie des proches

Introduction : Les personnes ayant eu un accident vasculaire cérébral léger (AVCL) sont autonomes pour l’accomplissement des activités de la vie quotidienne de base, mais peuvent présenter des déficits subtils pour l’accomplissement d’activités complexes qui ne sont pas dépistés durant l’hospitalisation. Le retour à domicile parmi les proches est souvent le moment où certaines difficultés apparaissent. L’objectif de cette étude est d’explorer la perception des proches de leur qualité de vie, trois mois après le retour à domicile de la personne ayant eu l’AVCL. Méthodologie : Cette étude qualitative repose sur un paradigme constructiviste. Des entrevues individuelles semi-dirigées ont été menées à l’aide d’un guide d’entrevue, auprès de proches de personnes ayant eu un premier AVCL trois mois auparavant. Une transcription du contenu des entrevues a été faite sous forme de verbatim, suivie d’une analyse de contenu. Résultats : Huit entrevues ont été complétées (âge moyen 56,9 ans – ratio hommes/femmes de 2/6). Six thèmes ont été identifiés : personne ayant eu l’AVCL, vie quotidienne, relation conjugale, récidive, santé et services. L’AVCL engendre plusieurs incapacités (personne ayant eu l’AVCL) et les proches interrogés rapportent une augmentation de leurs tâches quotidiennes ce qui limite leurs activités personnelles (vie quotidienne). Ils mentionnent également devoir passer du rôle de conjoint à celui de parent, ce qui modifie la dynamique de couple (relation conjugale). Les proches se disent anxieux face au risque de récidive (récidive) et certains présentent des malaises physiques comme des maux de tête et un manque d’énergie (santé). Les proches affirment n’avoir accès à aucun service et que le seul soutien dont ils bénéficie est celui de leur entourage (services). Conclusion : Le retour à domicile de la personne AVCL engendre diverses conséquences sur le quotidien des proches, ce qui affecte leur qualité de vie.

Le vieillissement au travail chez les infirmières et le personnel soignant d’expérience auprès de personnes en perte d’autonomie : activités professionnelles et cadres bureaucratiques en transformation

Cette thèse cherche à comprendre comment les transformations bureaucratiques influencent l’activité professionnelle des infirmières et du personnel soignant d’expérience dans le domaine des soins aux personnes âgées en perte d’autonomie depuis les années 90 au Québec. Elle s’inscrit dans une profonde remise en question de l’État-providence, de sa régulation hiérarchique, de son rapport avec le marché privé, et particulièrement des agences privées de placement du personnel. Prenant en compte le déploiement inégal des changements imposés de façon top down et promus par des considérations économiques visant une plus grande « performance » des services publics, plus près du milieu de vie de la personne, notre démarche tient aussi compte de la dimension relationnelle propre au travail infirmier, qui s’illustre par des formes différenciées tenant compte des modèles de pratique préconisés. Notre démarche s’attarde finalement aux rapports entre l’activité professionnelle et la prise de la retraite. À travers l’exploration du nouveau rôle attendu de l’infirmière, dont les habiletés de « chef » ou de « gestion d’équipe de travail » sont sollicitées à titre d’« intervenante pivot » ou de « gestionnaire de cas », et de la place importante qu’occupe la notion de compétences relationnelles dans la prescription de nouvelles modalités des services, plus près des besoins spécifiques de la personne, les données empiriques se présentent sous la forme d’un tableau hétérogène qui montre que ce ne sont pas toutes les infirmières qui souscrivent à ce type de pratique professionnelle. Leur âge, expérience et trajectoire professionnelle, le poste occupé ou encore le milieu de pratique influenceront le rapport entre leurs activités professionnelles et le cadre bureaucratique en transformation. La base empirique de la recherche est constituée d’une collecte de données réalisée entre janvier 2003 et juillet 2006 et qui comprend 9 entrevues exploratoires, 7 entrevues semi-dirigées auprès de retraité-e-s, infirmières, infirmières auxiliaires, 17 réunions incluant majoritairement des membres de la direction d’établissements, ainsi que des syndicats, 21 observations directes avec des infirmières, infirmières auxiliaires, préposées aux bénéficiaires et auxiliaires familiales et sociales, la passation de 112 questionnaires auprès de ces différentes catégories professionnelles, et 7 entrevues semi-dirigées complémentaires, réparties dans 4 établissements différents, sur deux territoires. Quatre grands constats ressortent de notre matériel empirique. Premièrement, la dimension relationnelle au sein des activités professionnelles du personnel soignant d’expérience ainsi que sa perception en ce qui concerne les compétences et l’âge présentent des formes contrastées, voire opposées. Si certains membres du personnel soignant estiment que les interactions professionnelles se sont considérablement réduites à la suite des transformations des dernières années et que la compétence n’est pas reliée à l’âge des professionnelles, les observations directes indiquent, au contraire, un rapport étroit entre ces deux derniers éléments qui s’illustre à travers de riches relations interpersonnelles. Les données quantitatives montrent, quant à elles, qu’une écrasante majorité de répondantes estiment que les compétences associées à leurs fonctions sont reconnues par l’organisation (89,3%), probablement sous l’angle de la conformité aux descriptions de travail, et qu’elles bénéficient d’une marge d’autonomie dans leur travail (83%). Deuxièmement, des résultats s’opposent également en ce qui concerne l’influence du cadre bureaucratique sur les « capacités » ou l’« intérêt » des infirmières d’expérience à maintenir un lien à l’emploi à la date d’éligibilité à la retraite. La majorité des répondantes s’estiment « incapables » de conserver un tel lien alors qu’une minorité d’entre elles exprime un intérêt face au nouveau rôle souhaité chez l’infirmière. Quantitativement, la prise de la retraite à bas âge est toutefois marquante, surtout pour celles qui occupent une fonction et possèdent une rémunération élevée (ex. cadres). Troisièmement, des contrastes apparaissent aussi en ce qui concerne les formes que prennent les rivalités entre les infirmières d’expérience et d’autres catégories professionnelles ainsi que dans les rapports intergénérationnels. Même si les trois quarts (76,2%) des répondantes d’expérience estiment que la répartition du travail devrait être le fruit d’une discussion entre elles et les plus jeunes, et non une imposition de la direction, près de la totalité (92,6%) veulent garder leurs acquis sociaux même si elles savent que la prochaine génération de travailleuses n’aura pas les mêmes avantages. Leur rapport face aux professionnelles d’agences privées de placement est également paradoxal. Huit répondantes sur dix (78,6%) perçoivent le fait que l’établissement recourt aux agences de placement contribue à alourdir leur travail, alors qu’une partie envisage de poursuivre leur activité professionnelle après leur date d’éligibilité à la retraite, par l’intermédiaire de ces mêmes agences. Finalement, il ressort de ce portrait hétérogène que la confrontation des changements du cadre bureaucratique sur l’activité professionnelle se manifestera différemment selon la vision paradigmatique qu’aura le personnel soignant de sa pratique. Les résultats quantitatifs et qualitatifs soulignent que ce paradigme sera influencé par trois dimensions : le territoire de pratique, le type d’établissement de services et l’unité spécifique de travail. Le style de gestion (traditionnel ou intégrateur) influencera également l’impact de ces changements. L’analyse et l’interprétation de l’influence différenciée des transformations bureaucratiques sur l’activité professionnelle s’illustrent par la manifestation de rapports plus conflictuels avec les autorités administrative et professionnelle, ainsi que dans les relations interprofessionnelles. Ces conflits ont émergé lors du passage d’un cadre bureaucratique historiquement construit sur un modèle médical (cure) qui considère la personne comme un « malade chronique » et associé à un style de gestion traditionnel, voire autoritaire, surtout dans certains CHSLD, à une approche « milieu de vie » privilégiant un modèle d’accompagnement (care) favorisant des services associés aux besoins spécifiques de la personne en perte d’autonomie, à titre de « partenaire actif ». Le style de gestion intégrateur de ce dernier modèle rapproche les domaines administratif et de soins de santé, approche que nous retrouvons davantage, mais non exclusivement, dans le cadre de soins à domicile. Une des conclusions majeures de cette thèse est la possibilité d’« enrichir les qualifications de base » (Le Boterf, 2005) des professionnelles lorsque le cadre bureaucratique et le style de gestion institués tendent vers un modèle care/intégrateur, ce qui constitue une forme de « compromis social » (Oiry, 2004). La « surutilisation » des effectifs (O’Brian-Pallas et al., 2005) qui en résulte peut expliquer, en partie, l’incontournable force d’attraction vers la retraite, dès la date d’admissibilité, du personnel soignant, quitte à ce qu’il poursuive ensuite ses activités professionnelles, selon des exigences personnelles, par le biais d’agences privées de placement. Les « fissures » (Laville, 2005) de la frontière entre les services publics et ceux du marché privé ne peuvent alors que s’accentuer, surtout lorsqu’on constate que le cinquième des effectifs, soit 14, 000 infirmières de 55 ans et plus, est potentiellement admissible à la retraite dès maintenant (OIIQ, 2008a).

How to build a bioinformatics service in a year

Introduction: Biomedical scientists need to choose among hundreds of publicly available bioinformatics applications, tools, and databases. Librarian challenges include raising awareness to valuable resources, as well as providing support in finding and evaluating specific resources. Our objective is to implement an education program in bioinformatics similar to those offered in other North American academic libraries. Description: Our initial target clientele included four research departments of the Faculty of Medicine at Universite´ de Montréal. In January 2010, I attended two departmental meetings and interviewed a few stakeholders in order to propose a basic bioinformatics service: one-to-one consultations and a workshop on NCBI databases. The response was favourable. The workshop was thus offered once a month during the Winter and Fall semesters, and participants were invited to evaluate the workshop via an online survey. In addition, a bioinformatics subject guide was launched on the library’s website in December 2010. Outcomes: One hundred and two participants attended one of the nine NCBI workshops offered in 2010; most were graduate students (74%). The survey’s response rate was 54%. A majority of respondents thought that the bioinformatics resources featured in the workshop were relevant (95%) and that the difficulty level of exercises was appropriate (84%). Respondents also thought that their future information searches would be more efficient (93%) and that the workshop should be integrated in a course (78%). Furthermore, five bioinformatics-related reference questions were answered and two one-to-one consultations with students were performed. Discussion: The success of our bioinformatics service is growing. Future directions include extending the service to other biomedical departments, integrating the workshop in an undergraduate course, promoting the subject guide to other francophone universities, and creating a bioinformatics blog that would feature specific databases, news, and library resources.