Abstract
The National Cancer Institute's (NCI's) Cancer Information Service (CIS) provides cancer information to the public via 1-800-4-CANCER, a smoking quitline, and online. The 2003 National User Survey assessed satisfaction and outcomes among users contacting NCI's CIS by telephone and LiveHelp, an instant messaging service. Ninety-five percent of respondents were very satisfied/satisfied and 88% said their expectations had been met/exceeded. Users reported increased knowledge and self-efficacy. Most had discussed CIS information with a health professional or planned to do so. Of those who contacted CIS about smoking/tobacco use, 14% had quit and 35% cut back. The CIS provides a highly valued, effective service for patients and health professionals. J Cancer Educ. 2007; 22(Suppl.):S18–S25.
ACKNOWLEDGMENTS
The authors would like to acknowledge the contributions of members of the CIS Evaluation Advisory Committee: Pamela Brown, Sharon Davis, Linda Fleisher, Evelyn Gonzalez, and Andrea Watson.
Notes
aConsolidation into four contact centers occurred in January 2005. Fifteen regional offices continue to implement the CIS Research Program and Partnership Program.
bThe survey was conducted with OMB approval (0925-0500).
c25.3% of all telephone and LiveHelp users in 2004.
dSpanish inquiries accounted for 4% of telephone calls in 2004.
e31.5% of all telephone and LiveHelp users in 2004 were classified as family members/friends.
f28.8% of all telephone and LiveHelp users in 2004 were age 60 or older.