Communication channel differed by requestor role, with organizational requestors and health care professionals more likely to use e-mail and HIV-infected individuals and their family/friends more likely to use the telephone. Over half (56 percent) of responses to questions were referrals only, regardless of communication channel. Analysis of the secondary data confirmed that AIDSinfo’s goal of serving as the primary dissemination point for Federal HIV/AIDS treatment and prevention guidelines is being met.
Satisfaction was high among all users and information was provided on a range of topics, including clinical trials, approved and experimental drugs, and preventive and therapeutic vaccines. While the analyses showed that usage patterns for consumer groups varied by communication channel, all users received reliable information in response to their queries. Findings from the content analysis and the accuracy monitoring study also indicated that users were provided with confidential, accurate, and professional responses, fulfilling AIDSinfo’s second goal of providing better service. The study led to recommendations that, when implemented, will enhance both the methods currently used to report on the service’s impact, and the nature and quality of responses to users.
PIC ID: 8164; Agency Sponsor: NIH-NIAID, National Institute of Allergy and Infectious Diseases; Federal Contact: Siskind, Rona, 301-435-3732; Performer: Aspen Systems Corporation, Rockville, MD