EPA/IMSD/90-003
United States
Environmental Protection
Agency
Information Services
And Library
(PM-211A)
EPA/I MSD'9(j-003
February 1990
vvEPA Bibliographic Series
Technology Transfer:
Hotlines
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TECHNOLOGY TRANSFER: HOTLINES
FEBRUARY 1990
HEADQUARTERS LIBRARY
INFORMATION MANAGEMENT AND SERVICES DIVISION
U.S. ENVIRONMENTAL PROTECTION AGENCY
ROOM 2904 PM-211A
401 M STREET, S.W.
WASHINGTON, D.C. 20460
(202) 382-5922
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HOTLINES BIBLIOGRAPHY
TABLE OF CONTENTS
Introduction.
I. CASE STUDIES: PUBLIC SECTOR HOTLINES 1
II. CASE STUDIES: PRIVATE SECTOR HOTLINES 5
III. EVALUATION AND SURVEYS OF HOTLINES 8
IV. HOTLINES FOR SPECIAL AUDIENCES 15
V. TECHNOLOGICAL APPLICATIONS 20
VI. HOTLINES IN LIBRARIES AND CLEARINGHOUSES 25
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HOTLINES BIBLIOGRAPHY
INTRODUCTION
Hotlines are special telephone information services, often
toll-free, developed by organizations to provide outreach to
selected communities. Both the public and private sectors use
hotlines to provide information and referral, assist with public
relations, and facilitate communication and technology transfer.
There are hotlines on a wide range of interests, including topics
as diverse as AIDS, hazardous waste disposal and popular snack
food products.
This bibliography was produced for EPA program staff by Mary
Stevanus, Reference Librarian, Environmental Protection Agency
(EPA) Headquarters Library. It categorizes selected citations and
descriptive abstracts for an overview on hotlines, including case
studies, evaluation, and technology. Materials listed in the
bibliography include books, reports, and non-technical magazine
articles.
Citations were selected from commercial databases, accessed
through DIALOG. Source of citation and abstract is noted by an
abbreviation in brackets at the end of each item, A list of
databases used appears on the following page.
For additional information about this bibliography or other
library services available, please contact:
*
Headquarters Library
Information Management and Services Division
U. S. Environmental Protection Agency
Room 2904 PM-211A
401 M Street, S. W.
Washington, D.C. 20460
(202) 382-5922
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Citations were obtained by searching the following databases:
[ABI]
[CDB]
ABI/INFORM
Data Courier
620 South Fifth Street
Louisville, KY 40202
COMPUTER DATABASE
Information Access Company
11 Davis Drive
Belmont, CA 94002
[CPX]
[DOE]
[ENV]
[ERIC]
[INSP]
[ISAB]
COMPENDEX PLUS
Engineering Information, Inc.
345 East 47th Street
New York, NY 10017
DOE ENERGY
U.S Department of Energy
Technical information Center
P. 0. Box 62
Oak Ridge, TN 37830
ENVIROLINE
Environment Information Center, Inc.
292 Madison Avenue
New York, NY 10017
ERIC
Department of Education
Office of Educational Research & Improvement
Educational Resources Information Center
Washington, D.C. 20208
INSPEC
Institute of Electrical Engineers
Station House, Nightingale Road
Hitchin Herts SG5 IRJ
London, England
INFORMATION SCIENCE ABSTRACTS
IFI/Plenum Data Company
3202 Kirkwood Highway
Wilmington, DE 19808
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[LISA]
LIBRARY AND INFORMATION SCIENCE ABSTRACTS
Library Association Publishing
7 Ridgmount Street
London WC1E 7AE, England
[MC]
MANAGEMENT CONTENTS
Information Access Company
11 Davis Drive
Belmont, CA 94002
[MI]
MAGAZINE INDEX
Information Access Company
11 Davis Drive
Belmont, Ca 94002
[NTIS]
NTIS
National Technical Information Service
U.S. Department of Commerce
5285 Port Royal Road
Springfield, VA 22161
[PAIS]
PAIS INTERNATIONAL
Public Affairs Information Service, Inc.
521 W 43rd Street
New York, NY 10036-4396
[PSYC]
PSYCINFO
American Psychological Association
1200 Seventeenth Street, N.W.
Washington, D.C. 20036
[PTS]
[TRIS]
PTS PROMPT
Predicasts
11001 Cedar Avenue
Cleveland, OH 44106
TRIS
U.S. Department of Transportation
Transportation Research Board
2101 Constitution Avenue, N. W.
Washington, D.C. 20418
111
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I. CASE STUDIES: PUBLIC SECTOR HOTLINES
Yellowstone's Poaching War.
Wilkinson, Todd Jackson Hole News,
DEFENDERS, MAY-JUN 88, V63 , N3, P30(7)
The 4-million acre wilderness of the greater Yellowstone
ecosystem in Wyoming, Montana, and Idaho offers large
concentrations of coveted game animals to poachers. The risk of
getting caught is neglible and the penalties usually lenient in
spite of the amended Lacey Act. Too few game wardens are in a war
with modern poachers using helicopters and police-radio monitors.
Increasing the number of game wardens could save some of the
bighorns, eagles, moose, and other animals, but even more
important is public involvement. In Wyoming, state-wide poaching
hotlines give the public a chance to make a difference. (1 MAP, 7
PHOTOS) [ENV]
Literacy in Missouri. Annual Report.
Schmidt, Diana; And Others
Missouri Coalition for Adult Literacy, University City, MO.
Jun 1987 90p.;
Missouri State Dept. of Elementary and Secondary Education,
Jefferson City.
In its second year of operation (1986-87), the Missouri
Coalition for Adult Literacy (MCAL) greatly expanded its scope and
services. Factors contributing to this expansion include the
attention generated by Project Literacy U.S. (PLUS) and the use of
the Job Training Partnership Act as a funding source. Program
accomplishments include the following: (1) creation of a statewide
literacy hotline with three incoming lines and a two-person staff
working 12 hours daily and 8 hours on weekends to disseminate
information about literacy programs and sign up volunteers; (2)
cooperation with PLUS, the literacy effort initiated by the
Public Broadcasting System and the American Broadcasting
Cooperation, which aired documentaries about MCAL on their
affiliate stations and set up task forces in eight cities across
Missouri, fostering linkages among agencies providing literacy
programs; (3) expansion of services and programs—from 22 to 29
adult basic education programs, with an increase from 458 to 1,288
volunteers serving 1,323 functionally illiterate adults; (4)
expanded cooperative service provision with the Job Training
Partnership Act, the State Division of Social Services, and various
local government and private agencies; and (5) creation of a
database of statistical information on trained volunteers, number
of hours volunteers spent with students, and amount of money saved
for the state of Missouri. (This document contains 11 appendixes of
project materials and an annotated bibliography.) [ERIC]
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Fraud Hotline: 8 Year GAO (General Accounting Office) Hotline
Summary. (Fact Sheet)
Washington, DC. Office of the General Counsel, USGAO. Apr 87.
20p. Report No.: GAO/OGC/OSI-87-1FS; B-171019 NTIS order no.
PB87- 195640/XAB.
A fact sheet summarizing 8 years of operation of the GAO Fraud
Hotline is presented. In the 8 year period, over 87,000 calls have
been received on the toll free hotline, resulting in 13,019 cases
warranting further review. Of the calls warranting further
review, 70 percent were received from anonymous sources. Part of
these anonymous calls were from federal employees. Altogether,
calls from federal employees totaled 26 percent of those warranting
further review. [NTIS]
Hotline as a means to Improve Access to prenatal care in New
York City.
Breitbart, Vicki; Zeitel, Lisa
Information and Referral. 8 (I) Summer 86, 15-34.
The Pregnancy Healthline (PHL) is an example of a telephone
information and referral system that is part of a larger
initiative to reduce infant mortality in New York City. The
Healthline hopes to achieve this long range goal by improving
access to early and continuous prenatal care and empowering women
with knowledge about their own reproductive health. In addition to
providing information on a broad range of issues, the PHL has the
unique ability to schedule appointments for prenatal care services
throughout New York City [LISA]
Mo. Needs an Arson Data System, Offical Says.
Anon
National Underwriter - Property & Casualty Insurance Vol.88,
No 23, June 8, 1984. p. 34.
A Missouri state official speaks in favor of improved arson
reporting efforts. At the present time, the state has neither a
good system for reporting the crime nor a system for tracking
crime incidence. The program should be coordinated at the state
level with local authorities and insurers involved in program
planning. Accurate information must be compiled. Insurers in the
state have initiated a statewide arson reporting hotline and an
award fund. [MC]
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Information Exchange. The Operation of the U.S. Inquiry Point.
Debelius, J.
4 pp., Sep 1982, National Bureau of Standards, Washington, DC,
Pub. No: PB83-181594
NBS has established several programs to disseminate information
about and encourage comments on proposed foreign government
regulations and certification systems which may create trade
barriers. Since 1965, NBS has maintained a standards reference
collection containing over 240,000 documents. Information on
standards, test methods, specifications, and analytical methods
can be obtained from the collection. NBS' responsibilities as
inquiry point include: reporting trade-significant proposed U.S.
regulations to the GATT Secretariat; receiving and disseminating
notifications of proposed foreign technical regulation; providing
copies of the full text of the regulations from request;
transmitting comments by U.S. organizations on proposed
regulations to the appropriate foreign government; and maintaining
a hotline on foreign notifications. [ISAB]
Energy Hotlines: The Department of Energy (DOE) Provides
several toll-free energy hotlines on subjects ranging from
alcohol fuels to ridesharing information.
NRA Washington Report August 29, 1980 p. 6
DOE estimates that during 1979 its staff handled more than
75,000 consumer calls about gasoline and fuel oil price and supply
problems, resulting in more than 27,000 audits of gasoline
stations and almost 5,500 violations. The service includes the
National Alcohol Fuels Information Center, Emergency Conservation
Service, Gasoline and Heating Oil Hotline, Ridesharing Information
and Solar Heating and Cooling Information.
The 'Solar Max' hotline service, jointly founded by NASA and
NOAA, will inform the public of solar disturbances during the
1989 peak activity cycle.
NASA News July 22, 1980 p. 1,2
Information on sunspots, solar flares, geomagnetic storms and
the impact of the Sun's behavior on radio transmissions will be
updated daily by NOAA's Space Environment Services Center
(Boulder, Colo) and distributed over phone lines as recorded
messages by NASA's Goddard Space Flight Center (Greenbelt, Md).
The Solar Maximum Mission Spacecraft, a 7-instrument launch now
in a 357-mi-high (575 km), 96 min orbit since 2/14/80, is the
primary data base of the service. [PTS]
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Technical information and data services for city and county
governments. Executive Summary.
Hoy, C. N.
12 pp.,MAR. 31, 1980, Rep. No: NSF/RA-800266, Pub. No: NTIS:
PB81-141376
Factors which hinder the effective use of technical information
and data services by local government officials are outlined. It
is recommended that a technical information and data service
should offer one or more service in the developmental order with
the most basic and essential service first and the most advanced
service last. These services should include a telephone hotline
an exchange newsletter, customized research, and a standard,
product service. To improve technical information data services
for local government officials and their staffs, it is suggested
that such programs draw upon the following: (1)innovative
technical solutions and exemplary research in-progress from city
and county governments themselves; (2) the executive public
interest groups and line professional associations; or (3) private
sector companies and consultants. Implementation options are
reviewed in this summary and recommendations are made. [ISAB]
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II. CASE STUDIES: PRIVATE SECTOR HOTLINES
Public Access to Hazard Information About Chemicals.
Chemical Mfr Assn News Release, MAR 25, 85 (4)
The U.S chemical industry has announced a series of initiatives
designed to increase public access to hazard information about
chemicals. The initiative will also improve emergency response
planning and training at the local level and expand the industry's
capability to provide direct assistance to fire, police, and
medical personnel responding to chemical emergencies. Expansion of
the Chemical Transportation Emergency Center, the industry's 14-
year old Transportation Emergency Hotline Service is also planned.
[ENV]
Cost-Effectivesness Analysis of Public Education and Incentive
Programs for Controlling Radon in the Home. (Final rept.)
Bierma, T. J. ; Swartzman, D.
Illinois Univ. at Chicago Circle. School of Public Health.
Illinois Dept. of Energy and Natural Resources,Springfield.
Report NO.: IL/ENR/RE/AQ-88/23 NTIS order no. PB89-149686/XAB
Dec 88 134p
The objective of the study was to evaluate the cost-
effectiveness in Illinois of five radon public education and
incentive program options. Programs evaluated included (1) no
program, (2) a toll-free 'hotline' and information packet, (3)
free short-term monitors, (4) free confirmatory monitors, and (5)
low interest loans. Existing literature and expert opinion were
used to estimate program costs and public responses under the
various programs. Computer simulation, with MonteCarlo sampling,
was used for uncertainty and sensitivity analysis. [ENV]
Chemical Transport: Coping With Disasters.
Rawls, Rebecca L.
Chemical & Engineering News, NOV 24, 80, V58, N47, P20 (7)
Transportation accidents involving hazardous materials have
increased eight-fold over the 1971 level of 2255 incidents. Many
communities do not know how to deal with chemical spills,
although efforts are under way to educate fire fighters, police,
and other local officials about the handling of different
hazardous materials. The large number of hazardous chemicals,
each requiring special handling and capable of interacting with
other chemicals to compound the problems, makes it difficult to
prepare for accidients. Two different hotlines provide information
about chemicals and how to deal with them: CHEMTREC, The Chemical
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Manufactures Assn.'S Emergency System; amd the Coast Guard's Nat'l
Response Center. (3 GRAPHS, 5 PHOTOS) [ENV]
Hitting Back. (Johnson & Johnson's contributions to services
for battered women)
Gonzales, Monica.
American Demographics vlO June, 1988, p!8(l)
Johnson & Johnson Co joins forces with the National Coalition
Against Domestic Violence to form Shelter Aid. Johnson & Johnson
donates a portion of its profits from the sale of feminine-
hygiene products to maintain shelters for victims of domestic
violence. Johnson & Johnson has also contributed $562,000 to
establish a 24-hour national hotline service which refers victims
of domestic violence to local shelters. [MC]
Tailoring Programs to Needs: Helping the Small Businessowner.
Hester, Susan B.; McDowell, Julie E.
Journal of Extension, v25 p36-39 Fall 1987
A needs assessment of New York State small apparel and textile
manufacturers suggested possible roles for extension education,
such as newsletters providing information on market trends,
government assistance, and new technology; a telephone hotline
system; specialized media programs; and liaison between industry
and state and local governments. [ERIC]
'F.I. Hotline' Announced.
Anon
Food Trade News Vol.40, No.2, Feb. 1985, P. 55.
An electronic information source developed by FoodCom and the
American Institute of Food Distribution Inc. is being offered
through an electronic communications network. This information
source, known as The Food Institute Hotline, was developed to
obtain information from all over the United States and fifty
foreign countries easily. The information concerns such topics as
crop estimates, price changes and food product recalls. The
equipment needed in order to use the hotline is described. A
telephone number to use to obtain more information on the hotline
service is provided. [MC]
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Striking a Balance between Company Goals and Consumer Demands.
Rose, M.
Public Relations Journal, Vol.40, No.2, Feb. 1984, P. 27.
Social marketing can be a highly effective means for consumer
affairs professionals to balance the commercial goals of their
companies with social goals of the consumer groups they
represent. The Aluminum Association's voluntary recycling program
is an excellent example of how effective social marketing can be.
The program was initiated in Delaware in 1983. The program has
successfully prevented the inclusion of aluminum cans under
Detroit's mandatory deposit law. It has also helped clean up the
environment. The key to the success of this program lies in its
toll free hotline. The association also actively promotes the
campaign through newsletters, billboards and other promotion. [MC]
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III. EVALUATION AND SURVEYS OF HOTLINES
Dial-a-Need hotlines.
Goud, Nels
Journal of Humanistic Education & Development, Vol 24(2)
December 1988. pp. 76-80
Provides a classification and examples of telephone hotlines
dealing with crisis intervention in cases such as suicide and
substance abuse, prevention and parenting issues, entertainment,
and special needs. It is suggested that the telephone has become a
major component in the nation's human services network and a
general means of gratifying needs. Cultural phenomena reflected
in the use of hotlines, criticisms of them, and potential
negative consequences of the increasing use of hotlines are
discussed. (12 ref) [PSYC]
Bang for your Classroom Buck; Setting Up User Training and
Support.
Buckler, Grant; Greiner, Lynn
Computing Canada (Canada) v!4n8 PP: 32-33 Apr 14, 1988
Personal computer (PC) training is an important part of an
investment in the technology. At Crown Life Insurance Co. , almost
all PC training now involves interactive video. Ontario Hydro uses
classroom, video, and computer-based training in addition to some
one-on-one instruction. If in-house courses are not available,
outside courses make a viable option. The advantage of in-house
training is the ability to tailor the materials. In her step-by-
step guide to setting up user training and support, consultant and
trainer Therese LeBlanc recommends that companies: l. decide who is
the right person to train as the trainer, 2. have the trainer
develop a one-year implementation plan, 3. Define the user base, 4.
set up a training schedule, 5. include student comment sheets in
the course, 6. set up an ongoing training program, 7. keep
training the trainers, 8. assign someone the job of primary
support, 9. provide a support hotline, 10. provide users with
written instructions for everything, and 11. communicate with
users. [CBD]
Project HELP - The Home Education Learning Project: A History
and Analysis of a Telephone Assistance Program for Hpmework.
Solomon, Alan; Scott, Leontine
19p. j Paper presented at the Annual Meeting of the American
Educational Research Association (New Orleans, LA, April 5-9,
1988). Apr 1988
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The Home Education Learning Project (Project HELP) of the
Philadelphia Public Schools is described. Based on an earlier
school district telephone answering service program (Dial-A-
Teacher Assistance (DATA LINE), with input rom students through
surveys, the project was implemented in 1984 to assist students
with homework questions. In the first year, Project HELP received
8,222 calls, and throughout the year, teachers answered an average
of 97 calls per day during the afternoon and evening hours that the
service was provided. More than half of the callers asked for help
in mathematics. In the 1986-87 school year, Project HELP operated
127 evenings and received 16,528 calls, with an average of 130
calls taken each evening. Results of a survey of 263 contacts
indicate that over 90% of the students considered that their
questions had been adequately answered. Many callers were
frequent users of the service; it was also found, however, that
Hispanic and Asian students were underrepresented in proportion to
their numbers. Increased promotion should encourage more students
to use Project HELP. [ERIC]
Hotlines for Children: What Makes Them Effective?
Long, Thomas J.; Long, Lynette
Children Today, v!7 ri2 p22-25 Mar-Apr 1988
Points out that successful telephone hotlines for children share
several common denominators, including a pro-family philosophy, the
use of highly trained volunteers, a sensitivity to cultural and
language differences, cind other administrative and legal factors.
Advocates the establishment of a national children's help line.
[ERIC]
Creating a Career Hotline for Rural Residents.
Heppner, Mary J.; And Others
Journal of Counseling and Development, v66 n7 p340-4l Mar 1988
Describes a career information hotline for rural and farm
residents affected by the farm crisis as one way a university
career center and extension division can make resources more
generally available to residents. Discusses typical callers and
benefits to the career center. [ERIC]
How Useful are Telephone Consultation Services for Parents? An
Evaluation of Warmline.
Samuels, Jonathan; Baiter, Lawrence
Children Today, v!6 n3 p27-30 May-Jun 1987
Provides a description and results of an evaluation of one
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telephone consultation service for parents, New York University's
"Warmline," which provides information/suggestions tailored to
parents' childrearing concerns. Parents' satisfaction with
Warmline is reflected by the finding that 96 percent of those
surveyed said they would call Warmline again. [ERIC]
Stress: Country Style. A Program to Serve Farmers and Their
Families.
Cecil, Harry; Hannan, Roger
Human Services in the Rural Environment, vll n2 p36-37 Fall
1987
Describes conception and implementation of a statewide 24-hour
toll-free crisis line funded by the Illinois Department of
Agriculture to assist farmers and their families in coping with
stress generated by the deepening farm crisis. Reports over
2,665 calls in a 13-month period regarding depression,
psychosomatic symptoms, marital/family problems, and alcohol/drug
abuse. [ERIC]
AzAll: Arizona Adults Literacy Line, 1986-1987. Final Report.
Vanis, Mary I.; Mills, Karen L.
Rio Salado Community Coll., Ariz.
[1987] 13p. Sponsoring Agency: Arizona State Dept. of
Education, Phoenix.
The Arizona response to Project Literacy U.S. (PLUS) was to
establish a statewide literacy referral telephone line. The
activities leading up to the establishment of the referral line
included the following: (1) a telephone with 1-800 capabilities
was installed at the Scottsdale Adult Learning Center in
September 1986; (2) a referral file/index of major literacy
service providers in all Arizona counties and municipalities was
designed and compiled; (3) up-dated information was maintained in
the referral index; (4) a logging procedure was designed to
provide basic information as to the nature of the caller's
inquiry, geographical location, the information given, as well as
a tally of the total calls received; (5) two staff members were
hired and seven volunteers were recruited prior to the start-up of
the Arizona Adult Literacy Line (AzALL); (6) staff and volunteers
were trained; (7) the operation of the 1-800 AzALL number was
monitored on an ongoing basis; and (8) the effectiveness and
usefulness of the AzALL number was assessed, revealing that 1,491
calls were received between September 4, 1986 through June 30, 1987
with 55% of the callers seeking opportunities to volunteer their
time and 40% requesting information on locations where basic skills
were taught. [ERIC]
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Support Systems for Adult Education. Final Evaluation Report.
Winter, Gene M.
State Univ. of New York, Albany. Two Year Coll. Development
Center. 1987. 38p.•
A project provided three types of supportive services to adult
education programming in the State of New York. The first
component of the project was the development of a literacy
information and referral system to link potential students and
volunteers with program providers. The second phase of the project
involved the development and installation of a computerized
database system for adult education. The database (which contained
information about approximately 270 service providers) was used in
conjunction with a toll-free hotline. Callers to the hotline were
provided with needed information at the time of their calls. In
addition, a system of computer-generated reports was developed to
inform providers of caller interest and to provide callers with
more details about program referrals on a regular basis. Monthly
reports were also distributed to providers in an effort to identify
the hotline's general effectiveness and the rate at which it is
responsible for generating increased enrollments in adult
education programs. During the initial project year, 2,766 callers
were referred to 211 adult education providers. The project's third
focus was on support for regional staff development activities.
These were developed and implemented at the regional level but
were under the leadership of staff members from the Bureau of
Adult and Continuing Education of the New York State Department
of Education. Administrative and consultative services were
provided along with nearly 30 different events (including
workshops, conferences, and training sessions). Approximately 400
teachers and administrators participated in these activities.
[ERIC]
The Crisis "Hotline" as Mediated Therapeutic Communication.
Fish, Sandra L.
Nov 1986
24p.; Paper presented at the Annual Meeting of the Speech
Communication Association (72nd, Chicago, IL, November 13-16,
1986) .
Hotlines, or telephone crisis-lines, begun in the 1960s and
currently numbering in the hundreds provide assistance to callers
in crisis, frequently around the clock. Crisis-line communication
can be seen as a form of mediated therapeutic communication
premised on the existence of a crisis and the medium of the
telephone which shapes the intervention. Effective crisis
counseling requires specif-ic communication skills enacted within
the framework of a crisis intervention model. Such communication is
distinguished interpersonally by anonymity, shared control between
caller and counselor, lack of reciprocity, and an unusual temporal
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nature. It is characterized organizationally by the issues of
selection, training, and use of counselors; agency environment;
organizational policy; and external resources. Crisis-line
communication is a unique form of interpersonal communication which
uses the private medium of the. telephone while operating in an
organizational setting. While it shares some characteristics with
traditional therapy and with intimate relationships, it is
sufficiently different as a form of communication to warrant
special study. [ERIC]
The Jobline: A Valuable Resource for Librarians.
Emmick, Nancy J.
Special Libraries, v75 nl p44-50 Jan 1984
Discusses activities related to the initiation and operation of
a telephone job listing service by two Special Libraries
Association chapters in San Francisco Bay Area. Ordering of
telephone lines, selecting recording equipment, job listing forms,
probable costs, efficient tape formats, and responsibilities of
individual who must operate system are covered. [ERIC]
Evaluation of the Discipline Helpline.
Fine, Andrea
Temple Univ., Philadelphia, Pa. National Center for the Study
of Corporal Punishment and Alternatives in the Schools.
19 Apr 1984
12p.; Paper presented at the Annual Meeting of the National
Association of School Psychologists (16th, Philadelphia, PA,
April 18-21, 1984).
The National Center for the Study of Corporal Punishment and
Alternatives in the Schools, established the Discipline Helpline
to guide parents in handling specific discipline problems. To
evaluate the telephone counseling service, 63 persons who had
contacted the Helpline for assistance with specific discipline
problems completed the Helpline Effectiveness Rating Scale, a ten-
item scale focusing on the effectiveness of the counselor, the
process involved, and the usefulness of the service. The results
from this participant evaluation indicated that over 90 percent of
respondents felt the counselors were empathetic and 89 percent
understood the suggestions presented to them by the counselors.
These findings support the counselors' effectiveness in
establishing rapport with the callers. The majority of respondents
(88.3 percent) considered the Discipline Helpline a useful service;
92 percent reported that they would call the Helpline in the
future. These results suggest that telephone counseling can provide
inexpensive yet high-quality guidance in helping parents learn to
discipline. [ERIC]
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Organizations Tap Audience Reaction.
Hunter, B.
Communication World, Vol.1, No.5, March 1984, P. 26-29.
Hotlines are telephone numbers, typically toll-free, where
customers can call with product questions or complaints. Hotlines
are also used for employee news and information, stock prices,
tips to consumers, and customer service. Coca-Cola Co., for
example, offers a toll-free number where consumers can call with
questions, problems, suggestions or opinions. Many questions have
been received about their product, Diet Coke, introduced to the
market in October 1984. [MC]
Evaluation of Telephone Energy Conservation Information Centers
in Minnesota.
Hirst, Eric; Maier, Robert; Patton, Michael
Journal of Environmental Systems v 10 n 3 1980-1981 p 229-248
Both the Minnesota Energy Agency (MEA) and the Northern States
Power Company (NSP) the state's operate telephone-energy
conservation information centers. Together, the two "hotlines"
handled almost forty-five thousand inquiries in 1979. A detailed
evaluation of these hotlines was conducted during 1979. The
evaluation included four phases, marked by different policy
interests and strategies which are explained in the paper. Survey
results show that the MEA and NSP telephone centers provide useful
services to Minnesota residents. Hotline users express
satisfaction with the services. Analysis of telephone survey
results shows that hotline users took more conservation actions
than did non-users. However, analysis of fuel consumption records
failed to show any energy saving effects of the hotlines. [CPX]
Policy Information Hotline.
National Health Planning Information Center.
Interim report. 1979. National Health Planning Information
Center, Hyattsville, Maryland. 61 P. NTIS: HRP-0029860/4. Page:
351
Perceived causes of the communication problem in health planning
activities, experienced by local participants, were explored in a
policy information hotline field test conducted September 1978
through January 1979. The intent was to provide full hotline
services to DHEW REGION I (NEW ENGLAND) AND DHEW REGION X (PACIFIC
NORTHWEST). Information packages were developed while exploring the
communication problem. The hotline responded to a ma'-jbrity of
calls within 24 hours. Major reasons for not responding within 24
hours were that inquires were not available and difficulties were
encountered in contacting resource staff. Each completed inquiry
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form was duplicated and sent to the appropriate office of regional
health planning and to the Bureau of Health Planning Resource Staff
for content review. Hotline staff made an effort to call back all
inquirers to determine their satisfaction with hotline services.
Another feedback mechanism was an anonymous questionnaire* Of 75
calls received between October 1, 1978, And January 22, 1979, 57
percent came from REGION I. Sixty different callers contacted the
hotline and requested information on situations where policy or
reinterpretation existed but was unknown to the caller. One-
third of all inquiries pertained to regulatory activities. It is
concluded that the policy information hotline is an effective way
of identifying some issues requiring policy development and
solving certain program management issues. Additional information
is contained in appendixes. [ISAB]
14 ,
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IV. HOTLINES FOR SPECIAL AUDIENCES
Expanding roles of state recycling associations.
Resource Recycling, SEP-OCT 82, VI, N4, P16 (4)
The major features of 10 state and provincial recycling
associations are presented, including: membership,
duesstructures, and standard services offered (newsletters,
legislative actions, education campaigns,technical assistance,
publications, conferences, and workshops). The government-funded
recycling programsin Nebraska and Ontario are detailed. In
Nebraska the state provides assistance to the Nebraska State
Recycling Assoc with government funds, Ontario established a
recycling information center and a toll-free hotline. (1 TABLE)
[ENV]
The Presidential Campaign Hotline: its use in libraries.
Sutton, Ellen; Jackson, Margaret
College & Research Libraries News, 49 (10) Nov 88, 676-678
The Presidential Campaign Hotline is an on-line daily current
awareness service which gathers and distributes the latest
available information on political campaigns and candidates for
reporters and political analysts. Describes the experience of the
Business Administration/Social Sciences Reference Department at
Davis Library, University of California, in using the Presidential
Campaign Hotline, and the benefits derived.[LISA]
1-800-662-HELP: Where To Turn for Help.
Scholastic Update v!20 p23(l) May 20, 1988
1-800-662-HELP Where to Turn for Help
Are you worried about a friend who drinks every day? Do you
wonder about the side effects of diet pills? Would you like to
talk to someone about the pressures you feel to take drugs? You
don't have to face these—or any drug problems—alone.
Hundreds of counseling centers, hotlines, and treatment
programs are ready to help you. All you need to do is call.
The telephone numbers listed below give you a place to start. Most
are referral services. That means the person who answers the phone
will listen to your questions and give you the number of another
program designed to meet your specific needs. So remember, it may
take a couple of calls to reach the right person and the right
organization.
1-800-662-HELP: National Institute on Drug Abuse (NIDA)
Hotline
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Start here for help with any basic drug questions or
problems. NIDA gives confidential referrals to drug and alcohol
treatment centers in your area. NIDA will also send you free
information, including a brochure on how to help a friend or
family member in trouble. Open weekdays 9 a.m. to 3 a.m., and
weekends 12 noon to 3 a.m., Eastern time.
1-800-COCAINE: Cocaine Helpline
If you're looking for help with a cocaine problem, call here
to find out about treatment programs in your area. If you're
concerned about a family member who is using cocaine, the Helpline
can direct you to family counseling centers and support groups.
Open around the clock.
1-212-686-1100: Alcoholics Anonymous
Alcoholics Anonymous (AA) is the nation's biggest self-help
group for recovering alcoholics. You can find your local chapter
listed in the phone book, or call this number to locate the group
nearest your home. If a friend or member of your family is abusing
alcohol, call (212) 302-7240 to find out about Al-Anon support
groups or Ala-teen for young people. Open weekdays, 8 a.m. to 5
p.m. Eastern time.
1-800-258-2766: Just Say No Foundation
To start your own Just Say No club and help others avoid drug
abuse, call this number weekdays from 8 a.m. to 5 p.m. or
Saturdays 7 a.m. to 2 p.m., Western time.
1-800-554-KIDS: The National Federation of Parents for Drug-
Free Youth (NFP)
Need information on drugs? Call NFP for facts, pamphlets,
books, and videos about drug abuse. NFP can also direct you to
drug counseling services in your community. Open weekdays, 9 a.m.
to 5 p.m., Eastern time. [MI]
Program Reduces Holiday Drunken Driving.
Wilkinson, R.
Hospitals, Vol.58, No.3, Feb. 1, 1984, P. 20.
Comprehensive Care Corp. has initiated a Carecab program to
reduce drunken driving. Customers call a hotline to receive free
transportation home during the Christmas holiday season. Only
those calls made from public drinking establishments are accepted
in order to encourage private hosts to take responsibility for
transporting drunken guests. The program's purposes are to keep
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drunken drivers off the road, to call attention to the seriousness
of drunken driving and to promote awareness of care programs.
[MC]
Medfacts: An Intellegent Way to Choose Health Care.
Charles, Joseph G.
Risk Mgmt v34nll PP: 28-35 Nov 1987
The Ryder System Inc. (Miami, Florida) developed a Medical
Information System for employees. The service used a computer
database designed to provide information about physicians'
education, board certification and fees, and area hospitals'
length-of-stay data. Thirty percent of the 5,000 doctors who
were sent the survey responded and gave personal information, such
as address, phone number, age, sex, languages spoken, Florida
license number, medical school, and hospital of residency. Fee
information on 54 different surgical procedures was gathered. The
company's benefits hotline provides doctor information, such as
location, hospital affiliation, and specialty. The 2nd part of the
system deals with hospital costs and includes cost comparisons for
different procedures, the number of cases treated, the average
length of stay, and the average cost of care for various
procedures. The program is particularly valuable to employees who
are new to the area. Charts. Graphs. [ABI]
Countering Unions' New Organizing Techniques.
Gilberg, Kenneth; Abrams, Nancy
Personnel v64n6 PP: 12-16 Jun 1987
Unions are losing members as well as more certification
elections, and as a result, they are having to adopt whatever
measures they can to reverse the situation. Some unions are
returning to "hardball" organizing techniques, while others are
developing a new breed of organizer who has greater sensitivity to
workers' problems. To defend themselves against the new union
aggressiveness, employers need to recognize clearly what unions
are trying to accomplish. Effective communication systems
constitute the best tool for maintaining a union-free environment.
Programs that companies already are implementing to improve
communication with workers include: 1. periodic opinion surveys,
2. regular departmental meetings, 3. employee assistance
representatives, 4. an employee problem hotline, 5. company
newsletters, 6. meetings with upper management, and 7. new dispute
resolution procedures. [ABI]
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ABET: Adult Basic Education Tele-Teacher. A 310/Special
Demonstration Project, 1986-87. Final Report.
Vanis, Mary I. ; Mills, Karen L.
Rio Salado Community Coll., Ariz. [1987 12p.
Sponsoring Agency: Arizona State Dept. of Education, Phoenix.
Div. of Adult Education.
The Adult Basic Education Tele-teacher (ABET) was designed by
Rio Salado Community College (RSCC) to provide easily accessed,
private assistance to adult basic education (ABE) students
throughout Maricopa County (Arizona). Steps in implementing the
project included the following: (1) an 800 number with call
waiting capabilities was installed; (2) a certified adult
education instructor with proficiency in language arts, reading,
mathematics, social sciences, and science was trained to encourage
students to explain specifically and completely their questions and
concerns, to direct students to the solution rather than providing
the answer, and to remain positive and encouraging at all times;
and (3) information about the ABET was disseminated to ABE
directors, ABE teachers, libraries, and community organizations.
Between September 8, 1986 and May 19, 1987, 160 calls were
received, with many of the callers requesting information about
class locations and times. In general, the helpline was used much
less than projected. Based on lack of use, it was recommended
that ABET be discontinued. Sample promotional materials are
appended. [ERIC]
Energy information delivery: Individual assistance as a Basis
for Relevant Mass Media.
Walter, D.; Snead, B.
Proceedings of the llth national passive solar conference.
Volume II
American Solar Energy Society annual meeting and 11. national
passive solar conference Boulder, CO, USA 8 Jun 1986
Publ: American Solar Energy Society,New York, NY, 1986.142-144
p. NOV-85:035631, EDB-87:023145
Energy information programs face the difficult task of
delivering meaningful information with a minimum of resources to
large, diverse audiences. Mass media approaches can reach large
audiences with general information, but often at the expense of
those who need specific, individualized information. The Kansas
Energy Extension Service at Kansas State University is committed
to providing quality, individual assistance to its clientele, but
in a way that benefits many consumers. This approach consists of
three services: the KSU Energy Answerline, a tollfree energy
information hotline; Ask Energenie, a weekly question and answer
energy advice column; and Energy Ingenuity, an energy news
tabloid. This paper describes how combining individual assistance
with mass media efforts can make the most of limited resources
18
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while meeting the diverse information needs of a program's
clientele. [DOE]
Seattle Area HOV Lanes: Innovations in Enforcement and
Eligibility.
Lewis, RJ; Hartun, JT
Transportation Research Record N1047 1985 pp 102-110
Preferential high occupancy vehicle facilities such as lanes
restricted for transit and carpools are playing an increasingly
important role in urban transportation systems. A demonstration
project in Seattle, Washington, tested the use of a public
telephone hotline to reduce transit and carpool lane violations
and also introduced the use of a variable carpool definition in
order to maximize transit and carpool lane effectiveness....
Project data showed a 33 percent reduction in transit and carpool
violation rates attributable to the public hotline. The key to
the success of both elements of the project was an extensive,
well-orchestrated public information campaign.[TRIS]
PRO Hotline Announced by HCFA's Nathanson.
Anon
Hospitals Vol.58, No.17, Sept. 1, 1984, Supplement, P. 10.
The director of the Health Care Financing Administration's
Health Standards and Quality Bureau, Philip Nathanson, announced a
new hotline to answer hospital questions about peer review
organizations (PROs). The number is 301-597-5128, which is the
same as the number for the prospective pricing hotline. The new
hotline is part of the HCFA's program to help hospitals deal with
PRO'S. Also included in the program is a series of PRO conferences
for hospitals and physicians. [MC]
ABC Telephone 'Hotline' Offers Open Shop Advice.
Anon
Engineering News Record Vol.212, No.21, May 24, 1984, P. 52.
The Associated Builders and Contractors (ABC) have a telephone
hotline offering open shop advice. In house attorneys address
management relations, union relations and legal implications of
switching to a dual or open shop. ABC hopes to gain new members
from the telephone service. This service is not meant to replace
independent legal help. [MC]
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V. TECHNOLOGICAL APPLICATIONS
Voice Mail for Smaller Budgets.
Rose, Fred A.
American City & County v 103 n 2 Feb 1988 p 20
Voice mail, or voice messaging, is a technology growing in use
and popularity. Some governmental officials have found voice mail
helps solve communication problems that commonly plague busy
people. Voice messaging uses a computer to record, manipulate,
store and play back messages, in the original voice of the sender.
It brings to voice communications all the advantages of electronic
mail and computer databases, without a computer terminal or
computer training. Voice messaging uses the oldest communication
tool known to mankind, the human voice, but eliminates the most
frustrating part of using the telephone -the need for both parties
to be on the line simultaneously. [CPX]
The Unisys customer support center: an 1100 site sees a
definite improvement.
Mitchell, T.
Unisphere (USA) vol.9, no.3, June 1989. pp. 56-60, 94.
Experience in using the 1100 Support Center hotline for Unisys
users,led personnel at a 1100 site to vow never to call the
hotline for help again. It involves the apparent failure of a
system parameter to perform its duties in the Exec as intended.
The help from the support center was unhelpful and intermittent-
the Unisys users eventually found the fault themselves. Two years
after this experience, the 1100 site had to phone the hotline
again. This time the support was personal with a member of the
Unisys support staff in constant contact with the site until the
problem was thoroughly solved. The author describes how the Unisys
support center solves problems and other aspects of the
organization. The situation before and after the above changes is
described. [INSPEC]
Southwestern Bell gateway combines trial of audiotex, videotex
services.
Communications Week April 10, 1989 p. 10-11
Southwestern Bell Gateway is conducting a trial of audiotex and
videotex gateway services. The services are offered together,
instead of separately as done by other Bell holding companies, to
offer 'electronic shopping mail' to residential users. Through
these services, residential users can access nearly 100
information services, ranging from sports and weather information
20
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to restaurant guides. The Southwestern Bell subsid is giving away
12,000 Minitel videotex terminals to encourage users to use the
QuickSource videotex gateway service. The terminals will be free of
charge during the first six months of the trial, but users will
have to pay for terminals' use during the last 6-months of the
trial. The trial will be one year long. Users need a touch-tone
telephone to access the SourceLine audiotex service, according to
G Miller, regional sales manager, Southwestern Bell Gateway. [PTS]
Great Applications, (voice mail applications)
Teleconnect v7,n4, p?0(4), April, 1989
Five examples of the effective application of voice mail systems
are described. Italy's ItalCable broadcasts recorded spiritual
messages from Pope John Paul II over the Voicemail International
System in English, Spanish, and Italian. Whitcom-Executone Metro
provided the Southampton, NY police department with a Genesis Genie
voicemail system to separate messages to police personnel from
emergency calls. Applied Voice Technology installed a voice mail
system for the Seattle, WA Better Business Bureau that allows the
public to call into 24 hours every day to listen to one of 150
consumer affairs messages. Cooper & Lybrand's Actuarial, Benefits,
and Compensation practice uses a Computer Integration Associates to
provide employees with personalized answers to benefits questions
24 hours each day. The Miami, FL Super Bowl Host Committee set up a
Super Bowl Hotline for visitors. [CDB]
TE & M management notes: Audiotex service
Telephone Engineer & Management. March 1, 1989 p. 10
GTE Directories has introduced its ON CALL audiotex information
service in Hawaii. At no extra charge, users hear recorded
information on various subjects, including news, sports, weather,
entertainment, community events, soap operas, and astrological
forecasts. Information provided is current. ON CALL can now be
accessed on the island of Oahu. The recordings run 30-60-s.
Customers can hear information on 75 different subjects in English
and 9 subjects in Japanese. The service is accessed by touch
dialing a local number and then entering a 4-digit ON CALL code for
the requested information category. [PTS]
Audio and Telephone Server for Mulit-Media Workstations.
Schmandt, Chris; McKenna, Michael A.
2nd IEEE Conference on Computer Workstations. Publ by IEEE,
New York, NY, USA. Available from IEEE Service Cent (Cat n
88CH2441-4), Piscataway, NJ, USA p 150-159
21
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Workstation utility may be enhanced by the addition of audio and
telephone functions for a number of applications, such as voice
mail, multi-media documents, and computer conferencing. The
requirements of these applications are outlined, and an audio
server architecture, using a personal computer with a disk and
speech-processing board as a server dedicated to the workstation,
is presented. The functional interface between client and server
is described, as well as the motivation for this specific server
approach with particular emphasis on user interface
considerations. Experience with the audio server architecture is
reported and it is contrasted with alternate architectures. [CPX]
Voice: Technology Searching for Communication Needs.
Aucella, Arlene; Kinkead, Robin; Schmandt, Chris; Wichansky,
Anna
CHI & GI 1987 Conference Proceedings: Human Factors in
Computing Systems and Graphics Interface.
Proceedings - Graphics Interface 1987. Publ by ACM, Inc,
New York, NY, USA p 41-44
Voice technology is just beginning to gain a foothold in the
information processing world. Applications such as voice mail,
credit verification, order entry and airline reservation systems
are slowly being introduced. Critics of voice systems frequently
point out their limitations with little understanding of their
power or advantages. One key determinant of the success or
failure of voice systems is the user interface. It is important
that the dialogue structure, prompts, system feedback and error
messages be designed based on user input, testing and evaluation.
Another key determinant of the success of voice systems is the
careful matching of users, tasks and environment to the
technology. Voice technology is often broken down into 3 major
categories: speech compression, text-to-speech, and speech
recognition. 3 refs. [CPX]
Using voice mail technology to aid the disabled (AIDLINE).
Blackshear, Leonard A.; Lewis, Nilda; Whitworth, Donald P.
'87: Meeting the Challenge, Proceedings of the 10th Annual
Conference on Rehabilitation Technology.
Publ by RESNA-Assoc for the Advancement of Rehabilitation
Technology, Washington, DC, USA p 864-866
Voice messaging technology using its audiotex feature is an
ideal medium to make essential information on assistive devices
and procedures, government rehabilitation programs, and a wide
range of helpful information available to disabled people. Those
to be reached need no equipment other than a telephone. A total of
164 messages in some forty general categories has been developed
for AIDLINE. The response to this program was exceptionally high.
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Twenty-seven percent of the brochure mailings that announced the
program resulted in messages being called up by disabled or elderly
persons, or by people calling on their behalf. The program
categories ranged through such subject matters as: Aids for the
Blind, Computers, Eating Aids, Information Services, Living Alone,
Walking Aids, Work/Study Aids, and a great many more. [CPX]
Voice messaging basics: speaking frankly.
Rothman, H.H.
Mod. Off. Technol. (USA) vol.34, no.7, pp. 86, 88-90.
Almost all office technology innovations promise improved
productivity. Yet another new technology, voice messaging systems
(VMS), combine two older, more familiar ideas-the touch-tone
phone and the personal computer. The three applications of VMS are
briefly discussed. These are: 'call-back' where the call-back
number is forwarded to the callee's beeper; 'store-and-forward'
where the VMS dials the callee at a particular time at a
particular phone with the message; and 'message distribution'
where a message is sent to several people to ensure that the
message has been delivered. Some of the criteria in determining
which sort of VMS system is required are mentioned with respect
to possible applications. [INSPEC]
Implementation of a Voice Mail System.
Stewart, Concetta M.; Finn, T. Andrew; Kaminoff, Robert
D.; Goldsmith, Neal M.
1984: Challenges to an Information Society, Proceedings of the
47th ASIS Annual Meeting.
Proceedings of the ASIS Annual Meeting 47th v 21 1984. Publ
for ASIS by Knowledge Industry Publ Inc, White Plains, NY, p
183
Voice mail is a messaging technology by which users can send,
store, and receive audio messages from a standard (Touch-Tone)
telephone. The literature on voice mail consists primarily of case
histories of the benefits - and costs - to be derived from the
adoption of voice mail technology. While we are involved in an
ongoing evaluation of the benefit claims, the present paper
serves another purpose - it offers a rigorous look at the details
of one voice mail implementation. This perspective includes
examining potential problems as they relate to: 1) organizational
factors such as management suport, staff, funding, control of the
implementation, and the characteristics of the trial environment
and population; and 2) technological factors such as hardware,
software, and telecommunications constraints, vendor support, and
system features. This paper also provides a discussion of initial
system usage and how it can be affected by these aspects of
23
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implementation. [CPX]
Vendor Automates User Hotline.
Kull, D.
Computer Decisions, viv, n!4, p36. July 15, 1985
Computer Associates Int'l has developed an on-line hotline
called Computer Associates-Unicenter which is available for twelve
systems software packages through the vendor. The hotline is
automated and provides electronic answers to customers' software
questions. The service to customers includes a personal computer
with which to access Computer Associates' data base. The Computer
Associates-Activator, hooked to the customer's mainframe, helps in
the management of procedures. Charles Wang, chairman of Computer
Associates, states that the placement of the IBM PC XT between the
customer's mainframe and a support computer ensures data security.
Customers' queries may be left on an electronic mail system. The
CA-Unicenter ranges from $144,000 for three years to $180,000, and
includes twelve software packages, CA-Activator and the support
service. A photograph of Wang is included. [CDB]
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VI. HOTLINES IN CLEARINGHOUSES AND LIBRARIES
Your Guide to EPA (Environmental Protection Agency)
Clearinghouses and Hotlines (Revised).
Washington, DC. Information Management and Services Div., U.S.
EPA., May 1989 63p
Report NO.: EPA/IMSD-88/011 NTIS ORDER NO.: PB89-207963/XAB
Many clearinghouses and hotlines have been set up by EPA to
respond to legislative initiatives requiring the Agency to
facilitate communications and technology transfer. The Guide is
part of the Library's continuing effort to provide information and
foster communications about clearinghouses and hotlines within the
Agency. The Guide is updated semi-annually. [ENV]
Directory of State Environmental Libraries: First Edition.
Washington,DC. Office of Information Resources Management,
USEPA, October 1988, 58p.
Report No.: EPA/IMSD-88/010 NTIS ordr no.:PB89-136154/XAB
The Directory contains information on the collections and
services provided by the state environmental libraries. It
contains a subject index to state collections, list of
environmental hotlines, and directories of librarians by librarian
and by state. This is the first edition. [ENV]
The Rural Transit Assistance Program's National Resource
Center.
Rural America Center for Community Transportation, 725 15th
St, NW, Ste900 Washington D.C. 20005
1988 30p
The RTAP National Resource Center is an information
clearinghouse operated by Rural America's Center for Community
Transportation. It serves community transportation operators,
state administrators, local officials, and others in need of
technical assistance on any community transportation issue. The
RTAP National Resource Center includes an extensive library of
publications and a computerized database of technical assistance
materials, training programs, and information on local, state, and
national resources. Staffed by professionals who have had
experience in both local transit delivery and state
administration of transit resources, the National Resource Center
can be reached by calling a toll-free assistance hotline: (800)
527-8279. [ISAB]
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Technology Transfer: Clearinghouses.
(Bibliographic series)
Washington, DC. Information Management and Services Div. ,
USEPA, Sep. 1988. 25p
Report No.: EPA/IMSD-88/006 NTIS order no. PB89-164917/XAB
The bibliography is part of the EPA Headquarters Library's
continuing effort to provide information and foster
communications about clearinghouses within the Agency. The
citations and abstracts are organized by the following
clearinghouse topics: Clearinghouse Studies; Databases:
Organization and Design; Reference Services and Hotlines;Outreach;
and Case Studies. [ENV]
GUSTO (Gateway User Support and Training) : Training Tailored
to User Needs (Final Report)
Powell, M. E.
Defense Technical Information Center, Alexandria, VA. Office
of Information Systems and Technology.
Report No.: DTIC/TR-87/10 May 87 lOp
The mission of the Defense Technical Information Center(DTIC)
includes facilitating access to scientific and technical
information available from hundreds of databases, online services,
and networks. Currently under development at DTIC, the DoD Gateway
Information System (DGIS) is designed to meet the diverse needs of
its users, incorporating accessing, downloading, merging, and
post processing information from a wide variety of sources.
Established in the fall of 1985, the Gateway User Support and
Training Office (GUSTO) provides telephone hotline service,
documentation on the system, training, and evaluation of user
response to DGIS. Training courses recognize the heterogeneity of
the DoD user population, ranging from professional intermediaries,
highly adept at online searches, to bench researchers and
scientists to managers, who really would like to 'talk' to their
computers. Another critical consideration has been flexibility and
rapid response to change. DGIC is a developing system, and all
staff affiliated with the project are acutely attuned to adapting
quickly to user needs and requests. The foremost consideration in
the development of DGIS has been the disparity in needs and
knowledge levels of the user population. Training and documentation
have been tailored to address those issues, and GUSTO will continue
to actively provide the needed service. [NTIS]
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