October 1999 // Volume 37 // Number 5 // Tools of the Trade // 5TOT2
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Land Grant University Information Delivery through Automated Telephone Message Services in the United States
Abstract
At least 15 states have offered information delivery through prerecorded telephone messages to answer repetitive questions. The public's response in different states varies from less than 100 to over 50,000 inquiries per year. Factors that determine usage include marketing, population, and availability of current scripts. States have shared scripts and a few have combined audio services with adjoining states. In response to the United State's 11% Hispanic Latino population, some are translating scripts into Spanish. To contain costs, a network could be formed. This group could share subject matter, communication needs of emerging populations, and marketing and product ideas.
Introduction
Methods to share information with the public have evolved throughout the 85-year history of the Cooperative Extension Service. Information delivery through technology services has rapidly expanded during the past decade. The University of Minnesota Extension Service has an information delivery system (INFO-U) with 500 pre-recorded telephone messages. It was accessed over 50,000 times in 1998. In its commitment to reach a diverse audience, INFO-U considered adding pre-recorded telephone messages in Spanish. Before making a decision, there was a need to obtain information from other states who have faced similar situations. A survey was conducted to determine which state Extension Services provide information services to the public through English and Spanish automated audio messages.
Methods and Procedures
The survey of directors and administrators of US states and territories was conducted by e-mail through the United States Department of Agriculture (USDA) mail list reflector:us-cesdirs@reeusda.gov. Thirty-one directors or their delegates responded. Additional information was obtained from an informal survey that included responses from states not responding to the survey.
In the survey, respondents were asked whether they had either Spanish or English language pre-recorded audio information delivery systems. They were also asked how many people used their systems in 1998. The name and address of a contact person who could give further information on Spanish language messages was also an option. States that currently have Spanish messages were again contacted for specific information about their systems.
| Results: | ||||
|---|---|---|---|---|
| No audio system |
English messages |
English in process or considered |
Spanish messages |
Spanish in process or considered |
| Alabama Arkansas Florida Guam dropped Idaho Illinois Iowa Kansas Kentucky Massachusetts Michigan New Jersey New York N Dakota dropped Oregon S Carolina Texas W Virginia |
Arizona Colorado Delaware - Limited Maine - Limited Maryland Minnesota Missouri Nebraska N. Carolina Pennsylvania Vermont - Limited Washington Wisconsin |
Kansas New Jersey N. Dakota S. Carolina |
Washington Wisconsin Arizona |
Minnesota Missouri Nebraska New Jersey N. Carolina Pennsylvania S. Carolina |
Summary and Conclusion
Telecommunication information delivery is used as a tool by universities. Thirteen respondents currently use pre-recorded messages to disseminate information to the public. Public reception varies from 100 to over 50,000 inquiries each year for states that use this type of tool. Eighteen respondents do not have an automated pre-recorded message service. Of that group, two (Guam and North Dakota) indicated they had a service at one time but dropped it. North Dakota, Kansas, New Jersey, and South Carolina are either strongly considering an information line, or plan to begin one in 1999.
Why and how do universities use telecommunication? Respondents cited criteria for generating pre-recorded messages, such as repetitive requests from the public and easy public access to first level or general information. Several respondents listed the types of information delivered through their audio messages. The most frequently reported English topics included food safety and nutrition, horticulture, and parenting. However several states have a much broader base of information on their audio systems. Several states have limited publications in Spanish language they are considering formatting for audio purposes, because a need is perceived.
Washington and Wisconsin have pre-recorded messages in Spanish. It was learned through follow-up contact with these respondents that Wisconsin's messages are primarily about parenting, and Washington has a limited number of pesticide safety messages in Spanish. Eight states -- Arizona, Minnesota, Missouri, Nebraska, New Jersey, North and South Carolina, and Pennsylvania -- are either exploring the use of Spanish language messages or plan to begin offering this service in 1999. Arizona has prepared 46 messages in Spanish. The work was funded by a Food Safety 2000 grant; therefore, the messages are about food safety and nutrition.
The writing and voicing of timely and accurate messages, the mechanics of operating automated information services, and marketing activities, all require funds and staff time to ensure a credible, helpful service for the public. Survey results indicate some states share messages and a few have combined systems. In follow-up communications with participants, several people thought an informal consortium should be formed. It would include universities willing to share English and Spanish messages, other emerging language needs, and new telecommunications and marketing ideas. Shared voicing may not be possible due to various dialects through out the USA. Combining resources could facilitate cost-effective programs that maintain ownership among its participants. Networking could be accomplished with an e-mail list serve or WEB site.