ERIC Number: ED314032
Record Type: Non-Journal
Publication Date: 1989-May
Reference Count: N/A
Audiotex Information Systems: Answering Consumer Queries Electronically. TDC Research Report No. 5.
Conlan, Sharon; And Others
A 14-month pilot of INFO-U, a fully automated telephone information service, assessed the feasibility of the technology in Minnesota Extension Service (MES) county offices to respond to consumer telephone queries. The project was designed to: (1) explore the potential of regional Extension cooperation and resource sharing; (2) increase recognition of MES; (3) reduce the demand on existing Extension faculty; (4) involve the faculty in the design and testing of new technologies; (5) assess the effectiveness of the audiotex project in meeting consumer needs; (6) extend information services sites and hours; (7) identify factors impacting the effectiveness of the system; (8) identify ways the system might be improved; and (9) determine if audiotex should be offered statewide. Evaluation was based on interviews with participating extension agents, interviews with a sample of users, expert review of audiotex messages, collection and analysis of generated use statistics, and follow-up questionnaires to users. The evaluation focused on user characteristics, rotary user response, rotary and touch-tone user response, and users' knowledge of/attitude toward MES. Results indicated that the project was successful in meeting its objectives. Limitations of the technology were that it cannot provide the full range of services to rotary telephone users, that it cannot provide diagnostic or in-depth information, and that it requires continued marketing support. Implementation of INFO-U in selected urban areas and ongoing support for the service are recommended. (MES)
Publication Type: Reports - Evaluative
Education Level: N/A
Authoring Institution: Minnesota Univ., St. Paul. Telecommunications Development Center.