The Impact of The Christopher and Dana Reeve …cdd.unm.edu/\/dhpd/pdfs/2009ClientSatisfactionReport.pdfAbout this Report This report was prepared under a multi-year cooperative agreement

$Page 1: The Impact of The Christopher and Dana Reeve …cdd.unm.edu/\/dhpd/pdfs/2009ClientSatisfactionReport.pdfAbout this Report This report was prepared under a multi-year cooperative agreement$
The Impact of The Christopher and Dana Reeve Foundation Paralysis Resource Center 2007 - 2009

Luciana Zilberman, MA Anthony Cahill, Ph.D. Heidi Fredine, MPH

Division of Disability and Health Policy Center for Development and Disability University of New Mexico School of Medicine

February, 2010

About this Report This report was prepared under a multi-year cooperative agreement between the Christopher and Dana Reeve Foundation Paralysis Resource Center (PRC) and the Division of Disability and Health Policy, Center for Development and Disability (CDD) of the University of New Mexico School of Medicine with funds provided to the PRC by Cooperative Agreement #U10/CCU220379 from the Centers for Disease Control and Prevention. The Division serves as the research and evaluation arm of the PRC. The opinions expressed in the report are solely those of the authors, and do not represent the official views of the Paralysis Resource Center, the Center for Develop-ment and Disability, or the Centers for Disease Control and Prevention.

Cooperative Agreement Faculty and Staff

Anthony Cahill, Ph.D. Principal Investigator and Project Director

Heidi Fredine, MPH Barbara Ibanez, MA Lead Research Analyst Training and Development Manager Division of Disability and Health Policy Division of Disability and Health Policy Luciana Zilberman, MA Doretta Calt, BA Research Scientist Administrative Assistant, Division of Disability and Health Policy Division of Disability and Health Policy Priti Mehta Todd Weissenberger, MS Director of Community Outreach Programs Program Manager Division of Disability and Health Policy Information Services, CDD

Institutional Review Board

This project, including project design, protocols and instruments used, was reviewed by the Human Research Review Committee (HRRC) of the Health Sciences Center of the University of New Mexico. The HRRC determined that the project is exempt from the requirements of Depart-ment of Health and Human Services (DHHS) regulations for the protection of human subjects.

For More Information

Dr. Anthony Cahill Center for Development and Disability

2300 Menaul Boulevard, N.E Albuquerque, NM 87107

(505) 272-2990 [email protected]

Table Of Contents Transmittal Letter……………………………………………………………………… 1

Summary of Key Findings…………………………………………………………….. 3

Evaluating the Impact of the PRC…………………………………………… 10

The Survey Instrument…………………………………………………………11 A Profile of Respondents……………………………………………………………… 15

The Impact of the Paralysis Resource Center……………………………………. 20

Overall Impact ………………………………………………………………….. 21

Information Specialists……………………………………………………….. 25

Written Materials……………………………………………………………….. 33 Paralysis Resource Guide……………………………………………. 33

Fact Sheets, Brochures and Flyers………………………………… 38 E-Mails from Information Specialists………………………………..42

Using the PRC Web Site to Locate Additional Information…………….. 46

Streaming Videos / DVDs…………………………………………………….. 50 Materials on the PRC Website………………………………………………. 54

The PRC Lending Library…………………………………………………….. 59

The PRC Web Site……………………………………………………………… 64

Statistically Significant Differences…………………………………………………69

Appendix A: Hard-Copy Version of the On-Line Survey……………………….. 75

Appendix B: Suggestions for the Paralysis Resource Guide…………………. 88

Appendix C: Suggestions for Videos and DVDs…………………………………. 96

Appendix D: Suggestions for Additional Links on the PRC Website…………. 98

Appendix E: Suggestions for Additional Resources for the PRC Lending Library………………………………………………….. 100

Appendix F: Suggestions for the Paralysis Resource Center………………… 102

Division of Disability and Health Policy

Impact of the Christopher and Dana Reeve Foundation Paralysis Resource Center 2007 - 2009 --1--

CENTER for DEVELOPMENT AND DISABILITY DIVISION OF DISABILITY AND HEALTH POLICY

March 17, 2010 Mr. Joe Canose Vice President, Quality of Life Christopher and Dana Reeve Foundation 636 Morris Turnpike, Suite 3A Short Hills, New Jersey Dear Joe: This report contains detailed longitudinal findings from the 2007, 2008 and 2009 annual surveys of clients of the Paralysis Resource Center (PRC) conducted by the Division as part of the on-going Cooperative Agreement between the PRC and the Division of Disability and Health Pol-icy.

This report includes comparisons of findings from the three years, a discussion of statisti-cally significant findings, and appendices containing copies of the survey and verbatim responses to open-ended questions asked as part of the on-line survey.

The survey asks clients to assess the PRC on four summative impact indicators. The PRC continues to be rated very highly by clients on all impact indicators. Both quantitative indicators and comments made by clients on the survey make it clear that the PRC provides a unique and ex-tremely valuable service to people who have been paralyzed, their family members and caregivers and health professionals. There were no major changes in levels of satisfaction from 2007 to 2008.

• Overall quality: 82% of respondents rated the overall quality of PRC services as “very high” or

“high.” • Usefulness of information received from the PRC compared to other sources of information:

63% of respondents reported that the information they received from the PRC was “much more useful” or "more useful” than information about paralysis they received from other sources.

• Impact on the quality of life of the person who is paralyzed: 82% of respondents who had con-

tacted the PRC seeking information on behalf of a specific individual with paralysis said that the PRC had a “very positive” or “positive” impact on the quality of life of that individual.


• Likelihood of recommending the PRC to others: 84% of respondents said that they were “very likely” or “likely” to recommend the PRC to others.

In addition, clients were asked to rate each of the six core PRC services they have used on

four impact indicators. Results for these core services are found in the body of this report. The indi-cators are: • Usefulness of the information; • Understandability of the information; • Extent to which the information provided addressed the needs and concerns of clients; and • Impact of the information on the client or another individual who is paralyzed.

The fourth administration of the survey will be conducted in late 2010. Please feel free to contact me with any questions.

Cordially,

Anthony Cahill, Ph.D. Director, Division of Disability and Health Policy


Summary of Key Findings


Socio-Demographic Characteristics • In general, socio-demographic characteristics of PRC clients who responded to the 2007, 2008

and 2009 surveys remained stable. • The majority of users were female and identified themselves as White or Caucasian. 7% of re-

spondents on the 2009 survey identified themselves as Hispanic, compared to 18% in 2008. • The proportion of users between 20 and 29 years old and 50 and 59 years old declined, while

the proportion between 30 and 50 increased slightly in 2009. Reasons Why People Contacted the PRC • The percentage of users who contacted the PRC for information as either a person who is

paralyzed or on behalf of a person who is paralyzed increased slightly from 80% in 2008 to 83% in 2009, while the proportion of users “seeking general information” or “for some other rea-son” declined.

Overall Impact of the PRC • 83% of 2009 respondents (compared to 84% in 2008 and 80% in 2007) rated the overall quality

of PRC services as “v ery high” or “high”, while the percentage who rated PRC services as "Very High" declined from 40% to 32% from 2008 to 2009.

• 61% of 2009 respondents reported that the information they received from the PRC was “much

more useful” or “more useful” than information about paralysis they received from other sources. The proportions in each response category remained relatively stable across all 3 years.

• 79% of 2009 respondents who had contacted the PRC seeking information on behalf of a spe-

cific individual with paralysis said that the PRC had a “very positive” or “positive” impact on the quality of life of that individual.

• 88% of 2009 respondents said that they were “very likely” or “likely” to recommend the PRC to

others, while the percentage who said they were "likely" to recommend the PRC increased from 32% to 44% and the percentage who said they were "very likely" to recommend the PRC decreased from 58% to 44% in the past year.

Information Specialists • In 2009 76% of those who spoke with information specialists were either "very satisfied" or "sat-

isfied" with the usefulness of the information with which they were provided. This figure was down from 85% in 2008.

• In 2009 82% were either "very satisfied" or "satisfied" with the knowledgeability of the Informa-

tion Specialists, while the proportion of people who said they were "satisfied" increased by 3% and the proportion of people who said they were "very satisfied” decreased by 9% from the previous year.


• 94% of the 2009 respondents who interacted with an Information Specialist were either "very

satisfied" or "satisfied with the extent to which Information Specialists with whom they had spo-ken were polite and respectful.

• 86% of the 2009 respondents who spoke with an Information Specialist were either “very satis-

fied” or “satisfied” with the extent to which information specialists listened to their questions and concerns. This figure was down slightly from 87% in 2007 and 91% in 2008.

• In 2009 89% of those who interacted with Information Specialists reported that they were either

“satisfied” or “very satisfied” with the extent to which the Information Specialists responded to questions in a reasonable time. The percentage of respondents who were “satisfied” increased from 20% to 33% and the proportion of people who said they were “very satisfied” declined from 67% to 56% compared to the previous year.

• 81% of 2009 clients to whom the Information Specialists sent written information were either

“very satisfied” or “satisfied” with the extent to which Information Specialists explained the ma-terial that they were sending. The proportion of people who were “very satisfied” declined from 57% to 50% and the proportion who said they were “satisfied” rose from 26% to 31%.

• 71% of 2009 clients who interacted with the PRC Information Specialists reported that they

were either “very satisfied” or “satisfied” with the extent to which the Information Specialists of-fered to check back on things they could not answer right away. This figure was down slightly compared to previous years (74% in 2007 and 76% in 2008).

The Paralysis Resource Guide • 67% of 2009 clients who received the Paralysis Resource Guide (PRG) said it was either “ex-

tremely useful” or “very useful.” The proportion of people who perceived the PRG to be “very useful” remained the same at 36% from the previous year; the proportion of respondents who thought it was “somewhat useful” rose from 21% to 31%; and the proportion of those who re-ported it was “very useful" decreased from 41% to 31% from 2008 to 2009.

• 82% of 2009 PRG users perceived it to be “very understandable” or “extremely understand-

able.” The proportion of respondents who considered the PRG to be “extremely understand-able” declined from 43% to 31% between 2008 and 2009, while those who said the PRG was “very understandable” increased from 47% to 51%.

• 61% of 2009 respondents reported that the PRG addressed their concerns either “extremely

well” or “very well.” The proportion of users who reported that the PRG addressed their con-cerns “very well” rose by 1% from 29% to 30% and those who said that it addressed their con-cerns “extremely well” decreased by 4%, from 35% to 31%.

• 90% of 2009 PRG users reported that it would have a “very positive” or “positive impact" on

either themselves or someone they know who is paralyzed. The percentage of respondents who reported that the PRG would have a “very positive” impact rose from 31% to 35% and the proportion of those who said it would have a “positive” impact on themselves or someone they know declined from 62% to 55% between 2008 and 2009.


Fact Sheets, Brochures, and Flyers • 64% of 2009 clients who reported receiving fact sheets, brochures, and flyers sent by Informa-

tion Specialists said they were either “very useful” or “useful.” This figure compares to 77% in 2007 and 75% in 2008.

• 80% of 2009 respondents rated the fact sheets, brochures and flyers as “extremely under-

standable” or “very understandable.” The percentage of respondents who said that the materi-als were “very understandable” rose by 2% from the previous year, while those who thought that they were “extremely understandable” declined by 9% from 37% to 28%.

• 57% of 2009 respondents reported that the fact sheets, brochures and flyers addressed their

concerns either “extremely well” or “very well.” Compared to 2008, the proportion of those who felt that the materials addressed their concerns “not at all well” rose by 4%; the proportion who responded “very well” remained the same; and the proportion who responded that they ad-dressed their concerns “extremely well” declined by 4%.

• 91% of 2009 respondents reported that the fact sheets, brochures and flyers had a “very posi-

tive” or “positive” impact on them or someone they know. Compared to 2008, the proportion of respondents who said the publications would have a “negative” impact rose by 4%; those who said the publications would have a “very positive” impact on themselves or someone they know declined 4%, and those who replied “positive” remained the same.

E-mails from Information Specialists • 67% of 2009 clients who had received e-mails from PRC Information Specialists reported that

they were “extremely useful” or “very useful,” while 23% reported them to be “somewhat use-ful.” Compared to the previous year, the percentage who responded “extremely useful” re-mained the same at 28%, but the clients responding “very useful” declined from 48% to 39%.

• 78% of 2009 respondents reported that the e-mails sent by PRC Information Specialists were

either “extremely understandable” or “very understandable”. This proportion compares to 91% from the previous year and 89% in 2007.

• 66% of 2009 respondents reported that the e-mails they received from PRC Information Spe-

cialists addressed their concerns either “extremely well” or “very well”. This proportion re-mained the same as the year before.

• 81% of 2009 respondents reported that the e-mails they received from PRC Information Spe-

cialists would have a “very positive” or “positive” impact on either themselves or someone they know. This proportion compares to 91% in 2008 and 86% in 2007.

Using the PRC Website to Locate Additional Information • 75% of 2009 respondents reported that they found the PRC web site either “extremely easy” or

“very easy” to navigate to find other sites, while 20% found it “somewhat easy.” This proportion compares to 85% in the previous year. The percentage of clients responding “extremely easy” dropped dramatically from 32% in 2008 to 13% in 2009.


• 71% of 2009 respondents reported that the descriptions of other sites contained on the PRC

web site were either “extremely useful” or “very useful,” while 27% of respondents found them “somewhat useful.” This proportion compares to 76% the previous year. The proportion of re-spondents who thought that the descriptions of other sites were “extremely useful” declined from 26% in 2008 to 10% in 2009.

• 53% of 2009 respondents reported that the sites they visited from the PRC web site were either

“extremely useful” or “very useful,” while 35% reported that the other web sites were “some-what useful.” The proportion responding either “extremely useful” or “very useful” declined from 63% in 2008 and 58% in 2007.

• 35% of 2009 respondents reported that the other web sites which they visited from the PRC

web site addressed their concerns “extremely well or “very well,” while 53% reported that the web sites addressed their concerns “somewhat well.” The proportion of respondents who re-ported that the other web sites addressed their concerns “extremely well” declined from 19% in 2008 to 5% in 2009. Those who replied “somewhat well” rose from 37% to 53%, respectively.

Streaming Videos and DVDs • 63% of 2009 respondents who watched one or more streaming videos or DVDs on the PRC

website reported that they were either “extremely useful” or “very useful.” This proportion com-pares to 74% in 2008 and 82% in 2007.

• 84% of 2009 those respondents who watched streaming videos or DVDs reported them to be

“extremely understandable” or “very understandable.” This proportion compares to 91% in 2008 and 92% in 2007.

• 63% of 2009 respondents who watched streaming videos or DVDs said they addressed their

concerns “extremely well” or “very well,” while 33% said they did so “somewhat well.” These proportions were relatively unchanged from the previous year.

• 100% of 2009 respondents who watched streaming videos or DVDs reported that they would

have a "very positive" or "positive" impact on them or someone they know. This proportion compares to 98% in 2008 and 83% in 2007.

Materials on the PRC Web Site • 64% of 2009 respondents found the materials on the PRC web site to be “”extremely useful” or

“very useful,” while 35% said they were “somewhat useful.” The proportion who reported that the materials were “somewhat useful” increased from 26% in 2008 to 35% in 2009, while the proportion responding “very useful” decreased from 47% to 40%, respectively.

• 80% of 2009 respondents reported that the materials on the PRC web site to be “extremely un-

derstandable” or “very understandable,” compared to 84% the previous year. • 57% of 2009 respondents reported that the materials on the PRC web site addressed their con-

cerns either “extremely well” or “very well,” compared to 62% the previous year.


• 91% of respondents reported that the materials on the PRC website would have either a “very positive” or “positive” impact on themselves or someone they know. This figure remained un-changed from the previous year.

The PRC Lending Library Nine respondents reported using the PRC Lending Library in the 2009 survey, compared to eight in 2008 and sixteen in 2007.

• 67% of 2009 respondents who reported receiving materials from the PRG library found its cata-

log either “extremely easy” or “very easy”. This proportion compares to 76% the previous year. • 44% of 2009 respondents reported the materials they borrowed from the Lending Library were

“extremely useful” or “very useful,” while 53% reported them to be “somewhat” useful. The pro-portion who reported that the materials were “somewhat useful” increased from 13% in 2008 to 53% in 2009, while the proportion responding “very useful” decreased from 50% to 33%, re-spectively.

• 55% of 2009 respondents reported that the materials borrowed from the Lending Library ad-

dressed their concerns “extremely well” or “very well,” while 36% said they did so “somewhat well.”

• 100% of 2009 respondents reported that the materials they borrowed from the Lending Library

would have a “very positive” or “positive” impact on themselves or someone they know. This proportion compares to 88% in 2008 and 94% in 2007.

The PRC Web Site This section of questions was added in 2009, and therefore, no comparison data is available. • 77% of 2009 respondents reported that the PRC Web Site was either “very easy” or “easy” to

find information to contact an Information Specialist. 11% didn’t use the PRC Web Site to con-tact an Information Specialist.

• 89% of 2009 respondents reported that it was either “very easy” or “easy” to locate written ma-

terials on the web site. • 87% of 2009 respondents reported that it was either “very easy” or “easy” to locate streaming

videos on the web site. • 80% of 2009 respondents reported that it was either “very easy” or “easy” to locate the library

catalog on the web site. The other 20% did not use the PRC web site to look for materials. • 77% of 2009 respondents reported that it was either “very easy” or “easy” to find specific infor-

mation for a client on the web site. • 87% of 2009 respondents reported that it was either “very easy” or “easy” to navigate from sec-

tion to section on the web site.


• 74% of 2009 respondents reported that it was there was “just the right amount of information”

on the web site. 14% responded that there was either “too little” or “way too little” information on the web site, while 13% reported that there was either “too much” or “way too much” infor-mation on the web site. (Total adds to more than 100% due to rounding.)


Evaluating The Impact of The PRC


Introduction

The mission of the Christopher and Dana Reeve Foundation Paralysis Resource Center (PRC) is to promote the health and well being of people living with paralysis and their families by providing comprehensive information resources and referral services. To accomplish this, the PRC

• houses a national clearinghouse of paralysis-related publications and audio-visual materials;

• maintains a web site that contains numerous documents, videos and links to paralysis-related

resources:

• publishes numerous written resources including the Paralysis Resource Guide; and

• employs information specialists who respond to inquiries from people who are paralyzed, family members, caregivers and members of the general public.

As part of the multi-year cooperative agreement between the PRC and the Center for De-

velopment and Disability (CDD) at the University of New Mexico, project staff regularly assess the experiences of clients and the impact that the PRC has on clients including people who are para-lyzed, family members, caregivers and health professionals. The goal of the ongoing evaluation is to create a continuous feedback loop that can be used to both monitor and revise PRC services as needed as well as provide information to funders and others about the efficacy of PRC services.

The survey was initially administered in early 2007,1 again in early 2008, and for a third time

in late 2009. This report contains a longitudinal assessment of the impact of the PRC using infor-mation received all three administrations of the survey.

The Survey Instrument

The initial survey instrument was developed in 2006 through a series of on-site and tele-

phone interviews with key staff of the PRC and others. The interviews obtained information on:

• key items of information needed on PRC processes and impacts on clients;

• the perceived usefulness of each of those items of information (e.g., what value would knowing the answer to each suggested item have and how it could be used); and

• the relative priority of each suggested item of information needed, in order to keep the overall

survey manageable for respondents.

Based on the results of these interviews, project staff developed and pre-tested an initial paper-and-pencil version of the survey. Based on the results of the pre-test, modifications to item wording and response scales were made. After the first iteration of the survey in 2007, additional

1 Luciana Zilberman and Anthony Cahill. The Impact of the Christopher and Dana Reeve Foundation

Paralysis Resource Center 2007-2008. Albuquerque: Center for Development and Disability, Decem-ber 2008.


minor modifications were made. In addition, a Spanish-language version of the instrument was de-veloped.

E-mail addresses of individuals using PRC services were provided by the firm that main-

tains the PRC’s database of clients. An e-mail from the PRC Research Coordinator using the do-main “@ChristopherReeve.org” was sent to clients inviting them to respond to the on-line survey through a URL contained in the e-mail. Individuals who indicated that their preferred language was Spanish were sent a Spanish-language version of the e-mail and directed to a URL containing the Spanish-language version of the instrument.2 The first survey was targeted at clients who had used the PRC between January 2005 and September 2006, the second targeted clients who had used the PRC between October 2006 and December 2007, while the third administration of the survey targeted clients who had used the PRC between January 2008 and July 2009.

The modular on-line survey directs respondents to one or more survey sections depending

on the types of services that they had used (see Figure One for a schematic overview of the survey logic and Appendix A for a copy of the survey instrument).

• A Welcome Module introduces the respondent to the survey and explains the process of com-

pleting it. • The Core Module asks respondents three questions: (a) their role (e.g., person who is para-

lyzed, caregiver, etc.); (b) whether their use of the PRC is associated with a specific individual or is based on a general need for information; and (c) which of six PRC services they have used. Based on their responses to this last item, the survey directs them to separate modules for each service. Respondents see only the modules associated with services they used.

Individuals who indicate that their use of the PRC was associated with a specific individual are asked to assess the impact of PRC services on that individual as part of the Overall Evaluation module at the end of the survey.

• Each of the six Service Modules asks brief questions on that particular service, including proc-ess and impact questions as appropriate (see Appendix A for a copy of the items in each mod-ule).

• An Overall Evaluation Module contains a four-item summary evaluation of the PRC: (a) over-

all satisfaction with PRC services; (b) relative usefulness of PRC information in relation to other information sources the respondent had used; (c) perceived impact of the PRC on the quality of life of the person who is paralyzed (for those respondents who said that their use of the PRC was linked to an individual; and (d) the likelihood of recommending the PRC to others.

• For the 2009 survey, a new Web Site Module was included, containing questions about the

new web site: (a) easiness to find the specific information clients wanted on the web site; (b) easiness to navigate from section to section on the web site; (c) amount of information on the PRC home page clients thought appropriate; (d) what clients liked best about the PRC web

2 The survey is maintained in Inquisite, a sophisticated web-based survey application housed on a secure

server at the Center for Development and Disability. Data from both forced-choice as well open-ended items is transferred from Inquisite to a SQL Server database and then to a statistical application, the Sta-tistical Package for the Social Sciences (SPSS) for analysis. Responses sent by individuals who com-pleted the survey were encrypted using secure socket layer technology to ensure confidentiality.


site; (e) what clients thought PRC web site could improve; and, (f) extent to which PRC web site contained the right amount of information. Individual questions about the web sites were also added to the Service Modules regarding the easiness to locate materials on the PRC web site (see Appendix A for a copy of the instrument containing the new questions and Appendix G for answers to open ended questions for this module).

• A Socio-Demographic Module asks respondents for information on their gender, ethnicity, geographic location and age.

• An optional I Agree To Be Contacted Module offers respondents the opportunity to give con-tact information for future follow-up telephone interviews. This module has not yet been imple-mented.


Figure One Logic Flow of PRC Client Satisfaction Survey

Core Module - Survey Organizing Reference Point

(Selection of Services Used)

Welcome Module

Received Written Information

Module

Viewed PRC Streaming Video

Module

Got Other On-Line Links From

Site Module

Material From Lending

Library Module

Socio-Demographic Module

Follow-Up Contact Module (Not Implemented)

Thank You Module

Overall Evaluation Module

Read Materials on the PRC

Website Module

Spoke to an In-formation Spe-cialist Module

Web Site Module (new for 2009)


A Profile of Respondents


Male36%

Female64%

• Respondents are predominately female (Figure One); the proportion of female and male re-spondents remained relatively stable across time, with the proportion of male respondents decreasing from 2007 to 2008 and then rising again in 2009 (Figure Two).

Figure One Gender of Respondents, 2007 -2009

N=1068

Figure Two Gender of Respondents, 2007-2009

N(2007)=456; n(2008)=376; N(2009)=236 N(combined)=1068 • 80% of respondents described themselves as White or Caucasian (Figure Three), while the

racial makeup of respondents across the three survey administrations remained stable. The number of respondents that identified themselves as Asian increased by 4% between 2008 and 2009 (Figure Four). Whereas 18% of respondents (66 of 367 who responded to this question) identified themselves as Hispanic in 2008, only 7% of respondents identified as Hispanic in 2009.

40%36%

34%

60%67%64%

0%10%20%30%40%50%60%70%80%

2007 2008 2009

MaleFemale


White/Caucasian81%

Asian6%

American Indian/Alaska

Native2%

Black/African-American

3%Other

8% Native Hawaiian/Pacific

Islander0%

• 78% of clients were between 30 and 60 years old (Figure Five). The proportion of users be-tween the ages of 20 and 29 and 50 and 59 increased between the first two administrations of the survey and then declined in 2009, while the proportion of users between 30 and 50 de-creased slightly between 2007 and 2008 and then rose in 2009 (Figure Six).

Figure Three

Race of Respondents, 2007 -2009 N=1035

Figure Four Racial Identity of Respondents, 2007 - 2009

N(2007)=445; N(2008)=362; N(2009)=228; N(combined)=1035

2% 1% 2%4%0% 0% 0%

79%

10%

6%6% 5%

2%

80%81%

5%10% 9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

2007 2008 2009

American Indian/Alaska Native AsianBlack/African-American Native Hawaiian/Pacific IslanderWhite/Caucasian Other


Figure Five Age of Respondents, 2007 -2009

N=1072

Figure Six Age of Respondents, 2007 and 2009

N(2007)=456; N(2008)=378; N(2009)=238; N(combined)=1072

40-4930%

50-5929%

30-3920%

<190%

20-299%

>702%60-69

10%

1%

7%

14%

0% 0%

12%

8%

20%22% 18%

29%32%27%

28%26%

32%

9%9%

2%2%3%0%

5%

10%

15%

20%

25%

30%

35%

2007 2008 2009

<19 20-29 30-39 40-49 50-59 60-69 >70


• The percentage of PRC clients who were either a person who is paralyzed or using the PRC on behalf of a person who is paralyzed increased from 71% in 2007 to 80% in 2008, and again to 82% in 2009, while the proportion of users seeking general information or for some other reason declined by 7% in 2008 and again by 2% in 2009 (Figure Seven).

Figure Seven Intended Use of PRC Services, 2007 and 2009

N(2007)=661; N(2008)=413; N(2009)= 237; N(combined)=1347

30%27%

17%

8%6%

12%

22%23%23%

19%

24%

6%

11%

6%8%

21%

14%

0%

5%

10%

15%

20%

25%

30%

35%

2007 2008 2009

Seeking information for me as a person who is paralyzedSeeking information for a family member or friend for whom I am a caregiverSeeking Information for a paralyzed family member or friend whom I am not a caregiverSeeking information for a patient or client who is paralyzedSeeking general information on paralysis-related topics not related to a specific personOther


The Impact of the Paralysis Resource Center


Overall Impact Respondents continued to rate the PRC very highly on each of four summary impact indi-cators. • 82% of respondents rated the overall quality of PRC services as “very high” or “high” (Figure

Eight), while the percentage who rated PRC services as "very high" increased from 35% to 40% from 2007 to 2008 and declined by 8% in 2009. Those respondents who rate the quality of PRC services as “high” increased by 6% in 2009. (Figure Nine).

"Taking into account all the different types of information you received, please rate the overall quality of PRC services."

Figure Eight Overall Quality of PRC Services, 2007 -2009

N=1115

Very Low5%

Very High36%

Low13%

High46%


"Taking into account all the different types of information you received, please rate the overall quality of PRC services."

• 63% of respondents reported that the information they received from the PRC was “much

more useful” or “more useful” than information about paralysis they received from other sources (Figure Ten), while the percentage who reported that the information was "more use-ful" declined by 5% between the first two administrations of the survey, the percentage rose by 2% in 2009. The number of respondents who reported that the information they received was “much more useful” than information from other sources showed the opposite change across all three administrations (Figure Eleven).

"Compared to other sources of information you've received about paralysis, how useful would you say the information from the PRC was?"

Figure Nine Overall Quality of PRC Services, 2007 - 2009

N(2007)=467; N(2008)=391; N(2009)=257; N(combined)=1115

Figure Ten Overall Usefulness of PRC Information Compared to Other Sources, 2007 -2009

N=985

5%13%

32%

5% 4%

13%15%

50%44%45%

35% 40%

0%

10%

20%

30%

40%

50%

60%

2007 2008 2009

Very Low Low High Very High

About the same28%

More useful32%

Much more useful31%

Less useful5%

Much less useful

4%


Figure Eleven

Usefulness of PRC Information Compared to Other Sources, 2007 - 2009 N(2007)=420; N(2008)=334; N(2009)=231; N(combined)=985

"Compared to other sources of information you've received about paralysis, how useful would

you say the information from the PRC was?" • 82% of respondents who had contacted the PRC seeking information on behalf of a specific

individual with paralysis said that the PRC had a “very positive” or “positive” impact on the quality of life of that individual (Figure Twelve). The percentage of respondents who said that the impact was "positive" increased by 4% in 2008, while those who replied "very positive" dropped by 3%. In 2009, the proportion of respondents who replied “positive” and “very posi-tive” dropped declined by 4% and 1% respectively. (Figure Thirteen).

"What kind of impact did the PRC have on the quality of life of the person who is paralyzed?

Figure Twelve Overall Impact of the PRC on the Quality of Life of the Person Who is Paralyzed,

2007 -2009 N=805

4% 4%5% 5% 6%

29%28%29%

34% 31%

28%

34%30%

0%

10%

20%

30%

40%

2007 2008 2009

Much less useful Less useful About the sameMore useful Much more useful

Very Negative4%

Positive64%

Negative14%

Very Positive18%


Figure Thirteen

Impact of the PRC on the Quality of Life of the Person Who is Paralyzed, 2007 - 2009 N(2007)=320; N(2008)=289; N(2009)=196; N(combined)=609

"What kind of impact did the PRC have on the quality of life of the person who is paralyzed?” • 84% of respondents said that they were “very likely” or “likely” to recommend the PRC to oth-

ers (Figure Fourteen), while the percentage who said they were "likely" to recommend the PRC increased from 29% to 32% in 2008 and rose again to 44% in 2009. The percentage who said they were "very likely" to recommend the PRC increased from 49% to 58%, declining to 44% in 2009 (Figure Fifteen).

"How likely are you to recommend the PRC to Others?" "How likely are you to recommend the PRC to Others?"

Figure Fourteen Overall Likelihood of Recommending the PRC to Others, 2007 -2009

N=1112

63%

6%3%4%14% 15%14%

63% 67%

16%20% 17%

0%10%20%30%40%50%60%70%80%

2007 2008 2009

Very Negative Negative Positive Very Positive

Very Unlikely7%

Unlikely9%

Very Likely51%

Likely33%


Figure Fifteen Likelihood of Recommending the PRC to Others, 2007 - 2009

N(2007)=466; N(2008)=391; N(2009)=252; N(combined)=857

"How likely are you to recommend the PRC to Others?"

Information Specialists

A total of 667 respondents form all three administrations of the survey reported that they had spoken to an Information Specialist. Their perceptions of their interactions with the Information Specialists were very positive. • 80% of those who spoke with information specialists were either "very satisfied" or "satisfied"

with the usefulness of the information with which they were provided (Figure Sixteen). The proportion of people who were "very dissatisfied" remained the same, while the proportion of those who were “dissatisfied” declined in 2008 by 4% and the rose from 8% to 15% in 2009, and the proportion of those who were "very satisfied" rose from 53% to 55% in 2008, drop-ping to 48% in 2009 (Figure Seventeen).

• 85% were either "very satisfied" or "satisfied" with the knowledgeability of the Information

Specialists (Figure Eighteen), while the proportion of people who said they were "satisfied" increased by 4% between 2007 and 2009 and the proportion of people who said they were "very satisfied" increased from 55% to 57%, but declined by 8% in 2009 (Figure Nineteen).

• 93% of people who interacted with an Information Specialist were either "very satisfied" or

"satisfied” with the extent to which Information Specialists with whom they had spoken were polite and respectful (Figure Twenty). Although there were no discernable changes from the 2007 to 2008 administrations of the survey, the proportion of respondents who were “satis-fied” increased from 21% to 27% while the number of respondents who were “very satisfied” declined by 5% in 2009 (Figure Twenty One).

5%

44%

9% 5%

7%13% 6%

29% 32%

58%49%

0%10%20%30%40%50%60%70%

2007 2008 2009

Very Unlikely Unlikely Likely Very Likely


Figure Sixteen Overall Satisfaction with the Usefulness of Information

Provided by Information Specialists, 2007 -2009 N=634

“Overall, how satisfied are you that the Information Specialist(s) with whom you spoke gave you information that was useful?”

Figure Seventeen Overall Satisfaction with the Usefulness of Information Provided by Information Special-

ists, 2007-2009 N(2007)=296; N(2008)=224; N(2009)=114; N(combined)=634

“Overall, how satisfied are you that the Information Specialist(s) with whom you spoke gave you information that was useful?”

Satisfied28%

Very Satisfied52%

Dissatisfied11%

Very Dissatisfied

9%

15%

48%

9%8%9%12%

8%

28%27%

30%

55%53%

0%

10%

20%

30%

40%

50%

60%

2007 2008 2009

Very Dissatisfied Dissatisfied Satisfied Very Satisfied


Figure Eighteen Overall Satisfaction with the Knowledgeability of

PRC Information Specialists, 2007 -2009 N=623

“Overall, how satisfied are you that the Information Specialist(s) with whom you

spoke were knowledgeable?”

Figure Nineteen Overall Satisfaction with the Knowledgeability of

PRC Information Specialists, 2007 - 2009 N(2007)=292; N(2008)=219; N(2009)=112; N(combined)=623

“Overall, how satisfied are you that the Information Specialist(s) with whom you spoke with whom

you spoke were knowledgeable?”

9%9%

34%

48%

7%

6% 5%

9%

30% 31%

55% 57%

0%

10%

20%

30%

40%

50%

60%

2007 2008 2009


Satisfied31%

Very Satisfied54%

Very Dissatisfied

7% Dissatisfied8%


Figure Twenty Overall Satisfaction with the Extent to Which PRC Information Specialists

Were Polite and Respectful, 2007 -2009 N=628

“Overall, how satisfied are you that the Information Specialist(s) with whom you

spoke were polite and respectful?”

Figure Twenty One Overall Satisfaction with the Extent to Which PRC Information Specialists

Were Polite and Respectful, 2007 - 2009 N(2007)=295; N(2008)=221; N(2009)=112; N(combined)=628

“Overall, how satisfied are you that the Information Specialist(s) with whom you spoke were polite

and respectful?”

Satisfied22%

Very Satisfied71%

Dissatisfied1%

Very Dissatisfied6%

1%

27%

67%

5%5% 6%2% 1%

21%22%

71%72%

0%10%20%30%40%50%60%70%80%

2007 2008 2009



• 88% of those who spoke with an Information Specialist were either “very satisfied” or “satis-fied” with the extent to which information specialists listened to their questions and concerns (Figure Twenty Two). While the proportion of people who were “very dissatisfied” remained the same across all three administrations of the survey and those who were “dissatisfied” de-clined in 2008 and increased by 4% in 2009, the proportion of those who were “satisfied” rose by 2% in 2008 and then again by 4% in 2009. The number of people who were “very satis-fied” declined to 58% in 2009 (Figure Twenty Three).

Figure Twenty Two

Overall Satisfaction with the Extent to Which PRC Information Specialists Listened to Questions and Concerns, 2007 -2009

N=517

“Overall, how satisfied are you that the Information Specialist(s) listened to your questions, issues and concerns?”

Figure Twenty Three

Overall Satisfaction with the Extent to Which PRC Information Specialists Listened to Questions and Concerns, 2007 - 2009

N(2007)=295; N(2008)=222; N(2009)=111; N(combined)=628

“Overall, how satisfied are you that the Information Specialist(s) listened to your questions, issues

and concerns?”

Satisfied24%

Very Satisfied64%

Dissatisfied5%

Very Dissatisfied

7%

28%

7% 6%6%6% 3%

7%

24%22%

58%

67%65%

0%10%20%30%40%50%60%70%80%

2007 2008 2009



• 88% of those who interacted with Information Specialists reported that they were either “satis-

fied” or “very satisfied” with the extent to which the Information Specialists responded to questions in a reasonable time (Figure Twenty Four). The number of respondents who were “dissatisfied” rose to 7% in 2008 and then declined to 4% in 2009. The percentage of respon-dents who were “very satisfied” rose from 64% to 67% in 2008, declining to 56% in 2009, while those who were “satisfied” decreased from 26% to 20% in 2008 and then rose to 33% in 2009 (Figure Twenty Five).

• Figure Twenty Four

Overall Satisfaction with the Extent to Which PRC Information Specialists Responded in a Reasonable Time to Questions, 2007 - 2009

N=631

“Overall, how satisfied are you that the Information Specialist(s) responded in a reasonable time

to your questions and concerns?”

Figure Twenty Five Overall Satisfaction with the Extent to Which PRC Information Specialists

Responded in a Reasonable Time to Questions, 2007 -2009 N(2007)=297; N(2008)=221; N(2009)=113; N(combined)=631

“Overall, how satisfied are you that the Information Specialist(s) responded in a reasonable time to your questions and concerns?”

Satisfied25%

Very Satisfied63%

Dissatisfied4%

Very Dissatisfied

8%

7% 7%4%

33%

56%

8% 7%2%

26% 20%

64% 67%

0%

20%

40%

60%

80%

2007 2008 2009



• 85% of clients to whom the Information Specialists sent written information were either “very satisfied” or “satisfied” with the extent to which Information Specialists explained the material that they were sending (Figure Twenty Six). The proportion of people who were “very satis-fied” declined from 59% to 50% between 2007 and 2009, while the proportion who were “sat-isfied” declined from 27% to 26% in 2008 and increased to 31% in 2009 (Figure Twenty Seven).

• 73% of clients who interacted with Information Specialists reported that the were either “very

satisfied” or “satisfied” with the extent to which the Information Specialists offered to check back on things they could not answer right away (Figure Twenty Eight). The proportion of re-spondents who were “very satisfied” declined from 53% in 2008 to 41% in 2009 while the proportion of those who were “satisfied” rose from 23% to 30% in 2009 (Figure Twenty Nine).

Figure Twenty Six Satisfaction of Respondents with Explanations Given by

PRC Information Specialists of Written Materials Being Sent, 2007 - 2009 N=485

“Overall, how satisfied are you that the Information Specialist(s) adequately explained the written

information they sent?”

Dissatisfied6%

Satisfied27%

Very Satisfied58%

Very Dissatisfied9%


Figure Twenty Seven Satisfaction of Respondents with Explanations Given by

PRC Information Specialists of Written Materials Being Sent, 2007 - 2009 N(2007)=223; N(2008)=176; N(2009)=86; N(2009)=86; N(combined)=485

“Overall, how satisfied are you that the Information Specialist(s) adequately explained the written information they sent?”

Figure Twenty Eight Satisfaction with the Extent to Which PRC Information Specialists Offered to Check Back to Respondents on Things They Couldn’t

Answer Right Away, 2007 - 2009 N=398

“Overall, how satisfied are you that the Information Specialist(s) offered to check and get back to you on things they couldn't answer right away?”

31%

10%8% 10%8%5% 7%

26%27%

50%57%59%

0%10%20%30%40%50%60%70%

2007 2008 2009


Dissatisfied14%

Satisfied23%

Very Satisfied50%

Very Dissatisfied

13%


Figure Twenty Nine Satisfaction with the Extent to Which PRC Information Specialists Offered to Check Back to Respondents on Things They Couldn’t

Answer Right Away, 2007 - 2009 N(2007)=189; N(2008)=139; N(2009)=70; N(combined)=398

“Overall, how satisfied are you that the Information Specialist(s) offered to check and get back to

you on things they couldn't answer right away?”

Written Materials The Paralysis Resource Center keeps and circulates a wide variety of written materials, including materials developed in-house such as the Paralysis Resource Guide, fact sheets, brochures, and flyers which Information Specialists mail to clients. In 2007, 393 respondents re-ported receiving some type of written information from the PRC, while 243 reported receiving some type of written materials from the PRC in 2008, and 173 reported receiving written informa-tion from the PRC in 2009. The Paralysis Resource Guide • 73% of clients who received the Paralysis Resource Guide (PRG) said it was either “ex-

tremely useful” or “very useful” (Figure Thirty). The proportion of people who perceived the PRG to be “very useful” increased from 36% to 41% from 2007 to 2008, and then declined to 31% in 2009; the proportion of respondents who thought it was “not at all useful” declined from 5% to 2% remained stable in 2009; and the proportion of those who reported it was “ex-tremely useful" decreased from 38% to 36% in 2008 and remained the same in 2009 (Figure Thirty One).

11%17%

41%

13%13% 12%

14%

30%20%

23%

53%54%

0%10%20%30%40%50%60%

2007 2008 2009



• 88% of PRG users perceived it to be “very understandable” or “extremely understandable” (Figure Thirty Two). The proportion of respondents who considered the PRG to be “extremely understandable” declined from 45% to 31% between 2007 to 2009, while those respondents who said the PRG was “very understandable” increased from 46% to 51% (Figure Thirty Three).

• 64% of respondents reported that the PRG addressed their concerns either “extremely well”

or “very well” (Figure Thirty Four). The proportion of users who reported that the PRG ad-dressed their concerns “very well” declined from 36% to 29% in 2008, rising to 30% in 2009, and those who said that it addressed their concerns “extremely well” rose by 5%, from 30% to 35%, declining to 31% in 2009 (Figure Thirty Five).

Figure Thirty

Perceived Usefulness of the Paralysis Resource Guide, 2007 - 2009 N=529

“How useful was the PRG?”

Figure Thirty One

Perceived Usefulness of the Paralysis Resource Guide, 2007 - 2009 N(2007)=243; N(2008)=168; N(2009)=118; N(combined)=529

“How useful was the PRG?”

Not At All Useful

3%Somewhat

Useful24%

Extremely Useful37%

Very Useful36%

3%

31%

5% 2%

22%21%

41%36%

36%38%

36%

0%10%

20%30%

40%50%

2007 2008 2009

Not At All Useful Somewhat UsefulVery Useful Extremely Useful


Figure Thirty Two Perceived Understandability of the Paralysis Resource Guide, 2007 - 2009

N=525

“How understandable was the PRG?”

Figure Thirty Three Perceived Understandability of the Paralysis Resource Guide, 2007 - 2009

N(2007)=242; N(2008)=165; N(2009)=118; N(combined)=525

“How understandable was the PRG?”

Extremely Understandable

41%

Not At All Understandable

1%

Somewhat Understandable

11%

Very Understandable

47%

17%

51%

1%0%1%

8% 10%

47%46%

31%43%45%

0%10%20%30%40%50%60%

2007 2008 2009

Not At All Understandable Somewhat UnderstandableVery Understandable Extremely Understandable


Figure Thirty Four Extent to Which the Paralysis Resource Guide Addressed Respondents’

Concerns, 2007 - 2009 N=524

“How well did the PRG address your concerns?”

Figure Thirty Five

Extent to Which the Paralysis Resource Guide Addressed Respondents’ Concerns, 2007 - 2009

N(2007)=242; N(2008)=164; N(2009)=118; N(combined)=524

“How well did the PRG address your concerns?”

• 91% of PRG users reported that it would have a “very positive” or “positive impact" on either themselves or someone they know who is paralyzed (Figure Thirty Six). The percentage of respondents who reported that the PRG would have a “very positive” impact declined from

Not At All Well6%

Somewhat Well30%

Extremely Well32%

Very Well32%

5%7%6%

34%

27%

31%30%

36%

29%

31%30%35%

0%5%

10%15%20%25%30%35%40%

2007 2008 2009

Not At All Well Somewhat Well Very Well Extremely Well


33% to 31% in 2008, rising to 35% in 2009.The proportion of those who said it would have a “positive” impact on themselves or someone they know rose from 56% to 62% in 2008 and declined to 55% in 2009 (Figure Thirty Seven).

Figure Thirty Six Perceived Impact of the Paralysis Resource Guide on the Respondents or

Someone They Know, 2007 - 2009 N=405

“How much of an impact will the PRG have for you or someone you know?”

Figure Thirty Seven Perceived Impact of the Paralysis Resource Guide on the Respondent or

Someone They Know, 2007 - 2009 N(2007)=240; N(2008)=165; N(2009)=116; N(combined)=405

“How much of an impact will the PRG have for you or someone you know?”

Positive59%

Very Positive32%

Very Negative2%

Negative7%

55%

35%

1%2% 1%

9%9% 6%

56% 62%

33% 31%

0%10%20%30%40%50%60%70%

2007 2008 2009



Fact Sheets, Brochures, and Flyers • 74% of clients who reported receiving fact sheets, brochures and flyers sent by Information

Specialists said they were either “very useful” or “useful” (Figure Thirty Eight). Those who said the fact sheets, brochures and flyers were “somewhat useful” increased by 2% in 2008 and then again by 11% in 2009. The number of respondents that found the fact sheets “very useful” declined from 48% to 46% in 2008 and then again to 36% in 2009, and there were no discernable changes among those who reported them to be “extremely useful” (Figure Thirty Nine).

Figure Thirty Eight Perceived Usefulness of Fact Sheets, Brochures and Flyers, 2007 - 2009

N=344

“Please tell us your overall feelings about the fact sheets, brochures, flyers, etc. How useful were they?”

Figure Thirty Nine Perceived Usefulness of Fact Sheets, Brochures and Flyers, 2007 - 2009

N(2007)=163; N(2008)=114; N(2009)= 67; N(combined)=344

“Please tell us your overall feelings about the fact sheets, brochures, flyers, etc. How useful were they?”

Very Useful45%

Extremely Useful29%

Not At All Useful

3% Somewhat Useful23%

3%

33%

3% 4%22%

20%

36%48% 46%

28%29%29%

0%10%20%30%40%50%60%

2007 2008 2009



• 85% of respondents rated the fact sheets, brochures and flyers as “extremely understand-able” or “very understandable” (Figure Forty). The proportion of respondents who thought the written materials to be “somewhat understandable” remained stable between 2007 and 2008, increasing to 19% in 2009. The percentage of respondents who said that the materials were “very understandable” decreased by 2% in 2008, increasing to 52% in 2009, while those who thought that they were “extremely understandable” increased by 1% in 2008, declining by 9% in 2009 (Figure Forty One).

Figure Forty Perceived Understandability of Fact Sheets, Brochures and Flyers, 2007 - 2009

N=341

“How understandable were the fact sheets, brochures, flyers, etc.?”

Figure Forty One Perceived Understandability of Fact Sheets, Brochures and Flyers, 2007 - 2009

N(2007)=163; N(2008)=113; N(2009)=65; N(combined)=341

“How understandable were the fact sheets, brochures, flyers, etc.?”

Very Useful50%

Extremely35%

Not At All Useful

2%

Somewhat Useful13%

52%

2%3%

1%

19%12%11%

52% 50%

28%37%

36%

0%10%20%30%40%50%60%

2007 2008 2009



• 64% of respondents reported that the fact sheets, brochures and flyers addressed their con-cerns either “extremely well” or “very well” (Figure Forty Two). The proportion of those who felt that the materials addressed their concerns “somewhat well” rose by 11%; the proportion who responded “very well” declined from 43% to 33% in 2008 and remained stable in 2009. The number of respondents who thought the materials addressed their concerns “extremely well” rose by 2% in 2008, declining to 24% in 2009 (Figure Forty Three).

Figure Forty Two Extent to Which Fact Sheets, Brochures and Flyers Addressed

Respondents’ Concerns, 2007 - 2009 N=338

“How well did the fact sheets, brochures, and flyers address your concerns?”

Figure Forty Three

Extent to Which Fact Sheets, Brochures and Flyers Addressed Respondents’ Concerns, 2007 - 2009

N(2007)=159; N(2008)=113; N(2009)=338; N(combined)=338

“How well did the fact sheets, brochures, and flyers address your concerns?”

Somewhat Well29%

Extremely Well27%

Not At All Well7%

Very Well37%

9%

33%33%

24%

8%5%

23%

34%43%

33%

28%26%

0%

10%

20%

30%

40%

50%

2007 2008 2009



• 93% percent of respondents reported that the fact sheets, brochures and flyers had a “very positive” or “positive” impact on them or someone they know (Figure Forty Four). The propor-tion of respondents who said the publications will have a “very positive” impact on themselves or someone they know declined 4% in 2008 and again in 2009 to reach 26%. Moreover, those who replied “positive” increased from 58% to 65% in 2008, remaining the same in 2009 (Figure Forty Five).

Figure Forty Four Perceived Impact of Fact Sheets, Brochures and Flyers on the Respondent

Or Someone They Know, 2007 - 2009 N=337

“How much of an impact will the fact sheets, brochures, and flyers have for you or someone you know?”

Figure Forty Five Perceived Impact of Fact Sheets, Brochures and Flyers on the Respondent

Or Someone They Know, 2007 - 2009 N(2007)=163; N(2008)=108; N(2009)=66; N(combined)=337

`

“How much of an impact will the fact sheets, brochures, and flyers have for you or someone you know?”

Positive62%

Very Positive31%

Negative6%

Very Negative1%

2%

65%

2%1%8%7% 4%

65%58%

26%34% 30%

0%10%20%30%40%50%60%70%

2007 2008 2009



E-mails from Information Specialists • 71% of clients who had received e-mails from PRC Information Specialists reported that they

were “extremely useful” or “very useful,” while 24% reported them to be “somewhat useful” (Figure Forty Six). The proportion of people who regarded the e-mails as “extremely useful” decreased from 35% to 28% in 2008, remaining the same during the 2009 administration of the survey. The number of respondents who said the e-mails were “very useful” rose by 14%, from 34% to 48% in 2008, declining to 39% in 2009; and those who found them to be “some-what useful” declined from 25% to 20% in 2008, rising to 30% in 2009 (Figure Forty Seven).

Figure Forty Six Perceived Usefulness of E-mails from PRC Information Specialists

N=302

“Please tell us your overall feelings about the e-mails you received from an Information Special-

ist. How useful were the e-mails?”

Figure Forty Seven Perceived Usefulness of E-mails From PRC Information Specialists, 2007 - 2009

N(2007)=149; N(2008)=92; N(2009)=61; N(combined)=302

“Please tell us your overall feelings about the e-mails you received from an Information Special-ist. How useful were the e-mails?”

Somewhat Useful24%

Extremely Useful31%

Not At All Useful

5%

Very Useful40%

3%6% 4%

20%

30%

25%

39%48%

34%28%

35%28%

0%10%20%30%40%50%60%

2007 2008 2009%

Not At All Useful Somewhat Useful Very Useful Extremely Useful


• 88% of respondents reported that the e-mails sent by PRC Information Specialists were ei-ther “extremely understandable” or “very understandable” (Figure Forty Eight). The proportion of respondents who said they were “extremely understandable” declined from 47% to 36% in 2008, and again to 31% in 2009. The proportion who reported them to be “very understand-able” rose 15% from 42% in 2007 to 57% in 2008, decreasing to 47&% in 2009 (Figure Forty Nine).

Figure Forty Eight

Perceived Understandability of E-mails Received from PRC Information Specialists, 2007 - 2009

N=297

“How understandable were the e-mails?”

Figure Forty Nine

Perceived Understandability of E-mails Received From PRC Information Specialists, 2007 – 2009

N(2007)=148; N(2008)=91; N(2009)=58; N(combined)=297

“How understandable were the e-mails?”

Very Understandable

47%

Extremely Understandable

41%


1%Somewhat

Understandable11%

3%

19%

47%

31%

0%1%

10%7%

57%

42%

47%

36%

0%

10%

20%

30%

40%

50%

60%

2007 2008 2009



• 68% of respondents reported that the e-mails they received from PRC Information Specialists

addressed their concerns either “extremely well” or “very well,” while 24% reported that they “somewhat” addressed their concerns (Figure Fifty). The proportion of respondents who said the e-mails addressed their concerns “somewhat well” increased 8% in 2008, remaining sta-ble in 2009. There were no discernable changes among those who responded “very well” be-tween the first to administrations of the survey. This proportion rose to 39% in 2009. The number of people who said the e-mails addressed their concerns “extremely well” declined from by 5% in 2008 and again to 27% in 2009 (Figure Fifty One).

Figure Fifty Extent to Which E-mails From PRC Information Specialists

Addressed Concerns of Respondents, 2007 - 2009 N=297

“How well did the e-mails address your concerns?”

Figure Fifty One Extent to Which E-mails From PRC Information Specialists

Addressed Concerns of Respondents, 2007 - 2009 N(2007)=146; N(2008)=92; N(2009)=59; N(combined)=297

“How well did the e-mails address your concerns?”

Not At All Well8%

Somewhat Well24%

Extremely Well32%

Very Well36%

7%

27%

39%

27%

5%10%

20% 28%

36%36%

35% 30%

0%

10%

20%

30%

40%

50%

2007 2008 2009



• 87% of respondents reported that the e-mails they received from PRC Information Specialists would have a “very positive” or “positive” impact on either themselves or someone they know (Figure Fifty Two). The proportion of respondents who said they would have a “very positive" impact declined from 31% to 28% and those who reported they had a “positive” impact rose from 55% to 63% (Figure Fifty Three).

Figure Fifty Two Perceived Impact of E-mails From PRC Information Specialists on

Respondents or Someone They Know, 2007 - 2009 N=295

“How much of an impact will the e-mails have for you or someone you know?”

Figure Fifty Three

Perceived Impact of E-mails From PRC Information Specialists on Respondents or Someone They Know, 2007 - 2009

N(2007)=146; N(2008)=92; N(2009)=59; N(combined)=238

“How much of an impact will the e-mails have for you or someone you know?”

Very Negative2%

Very Positive29%

Positive58%

Negative11%

2% 2%

17%

56%

25%

3%

11% 7%

63%

55%

31% 28%

0%

10%

20%

30%

40%

50%

60%

70%

2007 2008 2009



Using the PRC Website to Locate Additional Information • 78% of respondents reported that they found the PRC web site either “extremely easy” or

“very easy” to navigate to find other sites, while 20% found it “somewhat easy” (Figure Fifty Four). Those who reported the PRC web site to be “very easy” to navigate to find other sites remained the same between the first to administrations of the survey, rising in by 9% to 62% in 2009. The proportion of respondents who reported it to be “extremely easy” to navigate rose by 10%, from 22% to 32%, declining to 13% in 2009 (Figure Fifty Five).

• 72% of respondents reported that the descriptions of other sites contained on the PRC web

site were either “extremely useful” or “very useful,” while 26% of respondents found them “somewhat useful” (Figure Fifty Six). The proportion of respondents who thought that the de-scriptions of other sites were “very useful” remained unchanged between 2007 and 2008, while the percentage of respondents who said the descriptions were “extremely useful” rose by 7%, from 19% to 26% in 2008, declining by 16% in 2009 (Figure Fifty Seven).

• 59% of respondents reported that the sites they visited from the PRC web site were either

“extremely useful” or “very useful,” while 37% reported that the other web sites were “some-what useful” (Figure Fifty Eight). The proportion of respondents who said the other web sites they visited were “very useful” remained the same in 2008, rising to 45% in 2009. Those who reported them to be “extremely useful” rose from 17% to 22% in 2008, and declined to 8 % in 2009 (Figure Fifty Nine).

• 48% of respondents reported that the other web sites which they visited from the PRC web

site addressed their concerns “extremely well or “very well,” while 44% reported that the web sites addressed their concerns “somewhat well” (Figure Sixty). In 2008, the proportion of re-spondents who reported that the other web sites addressed their concerns “extremely well” rose from 13% to 19% in 2008, declining to 5% in 2009. Those who reported they addressed their concerns "very well" rose from 33% to 36% in 2008 and again by 6% in 2009. Those who replied “somewhat well” declined from 45% to 37% in 2008, and rose to 53% in 2009 (Figure Sixty One).

Figure Fifty Four Perceived Ease in Navigating the PRC Web Site to Find Other Sites, 2007 - 2009

N=365

“How easy was it to navigate the PRC web site to find links to other sites?”

Not At All Easy2%Extremely Easy

24%Somewhat

Easy20%

Very Easy54%


Figure Fifty Five

Perceived Ease in Navigating the PRC Web Site to Find Other Sites, 2007 - 2009 N(2007)=185; N(2008)=120; N(2009)=60; N(combined)=365

“How easy was it to navigate the PRC web site to find links to other sites?”

Figure Fifty Six

Perceived Usefulness of Descriptions of Other Sites, 2007 - 2009 N=361

“How useful were the descriptions of each site listed on the PRC web site?”


2%

23%

62%

13%2% 1%

23% 15%

54% 53%

22%32%

0%10%20%30%40%50%60%70%

2007 2008 2009

Not At All Easy Somewhat Easy Very Easy Extremely Easy

Very Useful52%

Not At All Useful

2%Extremely Useful20%

Somewhat Useful26%


Figure Fifty Seven Perceived Usefulness of Descriptions of Other Sites, 2007 - 2009

N(2007)=185; N(2008)=117; N(2009)=59; N(combined)=361


Figure Fifty Eight

Perceived Usefulness of Other Web Sites Accessed by Respondents, 2007 - 2009 N=362

“How useful was the information in the other sites you visited (not the PRC web site)?”

3% 2% 2%

27%

50% 50%61%

10%

28%

23%19%

26%

0%10%20%30%40%50%60%70%

2007 2008 2009


Somewhat Useful37%

Very Useful42%

Extremely Useful17%

Not At All Useful

4%


Figure Fifty Nine Perceived Usefulness of Other Web Sites Accessed by Respondents, 2007 - 2009

N(2007)=185; N(2008)=117; N(2009)=60; N(combined)=362

“How useful was the information in the other sites you visited (not the PRC web site)?”

Figure Sixty Extent to Which Other Web Sites Addressed Respondents’ Concerns, 2007 - 2009

N=362

“How well did the other web sites address your concerns?”

0%8%5% 4%

33%

47%

37%45%41% 41%

17% 22%

0%

10%

20%

30%

40%

50%

2007 2008 2009


Not At All Well9%

Somewhat Well43%

Very Well34%

Extremely Well14%


Figure Sixty One

Extent to Which Other Web Sites Addressed Respondents’ Concerns, 2007 - 2009 N(2007)=184; N(2008)=118; N(2009)=60; N(combined)=362

“How well did the other web sites address your concerns?”

Streaming Videos and DVDs • 75% of respondents who watched one or more streaming videos or DVDs on the PRC web-

site reported that they were either “extremely useful” or “very useful” (Figure Sixty Two). In 2008, those who reported the streaming videos and DVDs to be “extremely useful” decreased from 27% to 21%; those who reported them to be “very useful” decreased from 55% to 53%; and those who reported them to be “somewhat useful” rose from 18% to 27%. In 2009, those who answered “extremely useful” rose to 25%, those who reported videos and DVDs to be “very useful” declined to 38%, and those who said they were “somewhat useful” jumped to 38% (Figure Sixty Three).

• 90% of those respondents who watched streaming videos or DVDs reported them to be “ex-

tremely understandable” or “very understandable” (Figure Sixty Four). Although there was no significant difference between 2007 and 2008 on this indicator, those who reported them to be “somewhat understandable” “very understandable” rose to 17% and 63% respectively in 2009. The number of respondents that answered “extremely understandable” declined by 10%, from 31% in 2008 to 21% in 2009 (Figure Sixty Five).

• 68% of respondents who watched streaming videos or DVDs said they addressed their con-

cerns “extremely well” or “very well,” while 30% said they did so “somewhat well” (Figure Sixty Six). The proportion of respondents who said the streaming videos and DVDs ad-dressed their concerns “extremely well” and “very well” declined 5% and 13% respectively in 2008. In 2009, the number of respondents who answered “very well” rose to 42% (Figure Sixty Seven).

• 84% of respondents who watched streaming videos or DVDs reported that they would have a

"very positive" or "positive" impact on them or someone they know (Figure Sixty Eight).

12%

53%

5%9% 8%

45%37%

30%33%36%19%

13%

0%

10%

20%

30%

40%

50%

60%

2007 2008 2009



Figure Sixty Two Perceived Usefulness of Streaming Videos on the PRC Web Site, 2007 - 2009

N=107 “Please tell us your overall feelings about the videos or DVDs you watched. Overall, how useful

were the streaming videos or DVDs you watched?”

Figure Sixty Three Perceived Usefulness of Streaming Videos on the PRC Web Site, 2007 - 2009

N(2007)=49; N(2008)=34; N(2009)=24; N(combined)=107 “Please tell us your overall feelings about the videos or DVDs you watched. Overall, how useful

were the streaming videos or DVDs you watched?”

Somewhat Useful25%

Extremely Useful24%

Very Useful51%

38%38%

25%

18%

27%

53%55%

27%

21%

0%10%20%30%40%50%60%

2007 2008 2009

Somewhat Useful Very Useful Extremely Useful


Figure Sixty Four

Perceived Understandability of Streaming Videos on the PRC Web Site, 2007 - 2009 N=108

“Overall, how understandable were the streaming videos or DVDs you watched?”

Figure Sixty Five Perceived Understandability of Streaming Videos on the PRC Web Site, 2007 - 2009

N(2007)=49; N(2008)=35; N(2009)=24; N(combined)=84

“Overall, how understandable were the streaming videos or DVDs you watched?”


10%Extremely Understandable

29%

Very Understandable

61%

63%

17%8%

9%

61% 60%

21%31%

31%

0%10%20%30%40%50%60%70%

2007 2008 2009

Somewhat Understandable Very UnderstandableExtremely Understandable


Figure Sixty Six Extent to Which Videos/DVDs Addressed Respondents’ Concerns, 2007 - 2009

N=108

“Overall, how well did the streaming videos or DVDs address your concerns?”

Figure Sixty Seven Extent to Which Videos/DVDs Addressed Respondents’ Concerns, 2007 - 2009

N(2007)=49; N(2008)=35; N(2009)=24; N(combined)=84

“Overall, how well did the streaming videos or DVDs address your concerns?”

Not At All Well2%

Somewhat Well30%

Extremely Well22%

Very Well46%

4%

40%33%42%

21%

2% 0%

20%

53%

25% 20%

-10%0%

10%20%30%40%50%60%

2007 2008 2009



Figure Sixty Eight

Perceived Impact of Videos/DVDs on the Respondents or Someone They Know, 2007 - 2009

N=59

“Overall, what type of impact will the streaming videos or DVDs have for you or someone you

know?”

Materials on the PRC Web Site • 67% of respondents thought the materials on the PRC web site were “extremely useful” or

“very useful,” while 29% found them “somewhat useful” (Figure Sixty Nine). The proportion of respondents who answered “somewhat useful” increased by 9%, from 26% to 25%, while the number of people who said the materials on the PRC web site were “very useful” declined to 40% (Figure Seventy).

• 82% of respondents found the materials on the PRC web site to be ”extremely understand-

able” or “very understandable,” while 16% said they were “somewhat understandable” (Figure Seventy One). The proportion of respondents who found the materials on the PRC web site to be “extremely understandable” declined by 4%, from 29% in 2008 to 25% in 2009. The rest of the indicators remained stable (Figure Seventy Two).

Very Negative5%

Very Positive27%

Positive57%

Negative11%


Figure Sixty Nine

Perceived Usefulness of Materials on the PRC Web Site, 2008 - 2009 N(2008)=196

“You told us that you read materials on the PRC web site (materials about a condition, resources,

etc.). Overall, how useful were the materials on the PRC web site?”

Figure Seventy Perceived Usefulness of Materials on the PRC Web Site, 2008 - 2009

N(2008)=196; N(2009)=101; N(combined)=297

Overall, how useful were the materials on the PRC web site?”

Very Useful44%

Extremely Useful23%

Not At All Useful

4%Somewhat

Useful29%

5%

26%

47%

23%

2%

35%40%

24%

0%

10%

20%

30%

40%

50%

Not At AllUseful

SomewhatUseful

Very Useful ExtremelyUseful

20082009


Figure Seventy One

Perceived Understandability of Materials on the PRC Web Site, 2008- 2009 N(2008)=193

“Overall, how understandable were the materials on the PRC web site?”

Figure Seventy Two Perceived Understandability of Materials on the PRC Web Site, 2008 - 2009

N(2008)=193; N(2009)=100; N(combined)=293

“Overall, how understandable were the materials on the PRC web site?” • 60% of respondents reported that the materials on the PRC web site addressed their con-

cerns either “extremely well” or “very well,” while 32% said “somewhat well” (Figure Seventy Three). The number of respondents who answered “not at all well” declined to 6% in 2009, from 10% in 2008, while those who answered “somewhat well” increased from 29% to 37%.

Very Understandable

55%


2%Extremely Understandable

27%


16%

2%

15%

55%

29%

2%

18%

55%

25%

0%10%20%30%40%50%60%

Not At AllUnderstandable

SomewhatUnderstandable

VeryUnderstandable

ExtremelyUnderstandable

20082009


The proportion of people who said the materials on the PRC website addressed their con-cerns “very well” declined by 5%, from 41% in 2008 to 36% in 2009 (Figure Seventy Four).

• 91% of respondents reported that the materials on the PRC website would have either a “very

positive” or “positive” impact on themselves or someone they know (Figure Seventy Five). The number of people who answered “very positive” rose by 3% in 2009, while the number of respondents who said the materials on the PRC website would have a “positive” impact de-clined from 64% in 2008 to 60% in 2009 (Figure Seventy Six).

Figure Seventy Three Extent to Which Materials on the PRC Web Site

Addressed Respondents’ Concerns, 2008 - 2009 N(2008)=195

“Overall, how well did the materials on the PRC web site address your concerns?”

Figure Seventy Four Extent to Which Materials on the PRC Web Site

Addressed Respondents’ Concerns, 2008- 2009 N(2008)=195;

“Overall, how well did the materials on the PRC web site address your concerns?”

Somewhat Well32%

Extremely Well21%

Not At All Well8%

Very Well39%

10%

29%

41%

21%

6%

37% 36%

21%

0%5%

10%15%20%25%30%35%40%45%

Not At All Well SomewhatWell

Very Well Extremely Well

20082009


Figure Seventy Five

Perceived Impact of Materials on the PRC Web Site on Respondents or Someone They Know, 2008 - 2009

N(2008)=194

“Overall, what type of impact will the materials on the PRC web site have for you or someone you know?”

Figure Seventy Six Perceived Impact of Materials on the PRC Web Site on

Respondents or Someone They Know, 2008 - 2009 N(2008)=194; N(2009)=99; N(combined)=293

“Overall, what type of impact will the materials on the PRC web site have for you or someone you

know?”

Very Negative2%

Very Positive29%

Positive62%

Negative7%

2%7%

64%

28%

2%7%

60%

31%

0%10%20%30%40%50%60%70%


20082009


The PRC Lending Library

Sixteen respondents reported using the PRC Lending Library in the 2007 survey, in the 2008 survey eight reported using the library, and that number rose to 12 in the 2009 administration of the survey.

• 64% of respondents who reported receiving materials from the PRC Library found its catalog either “extremely easy” or “very easy” to use, while a quarter of respondents said the catalog was “somewhat easy” to use (Figure Seventy Seven).In 2008, the proportion of respondents who reported the catalog to be “extremely easy” and “very easy" to use rose by 7% and 13% respectively, whereas the percentage of those who perceived the catalog to be “not at all easy” increased to 25%. In 2009, the number of respondents who reported the library catalog to be “very easy” declined by 7%, from 64% to 56%; those who reported the catalog to be “not at all easy” declined to 0%, and those who reported it to be “somewhat easy” rose to 33% (Figure Seventy Eight).

• 54% of respondents reported the materials they borrowed from the Lending Library were “ex-

tremely useful” or “very useful,” while 40% reported them to be “somewhat” useful (Figure Seventy Nine). Although the proportion of respondents who said that the materials from the Lending Library were “extremely useful” declined by 6%, the percentage of those who re-ported them to be “very useful” rose by 12% in 2008. In the 2009 administration of the survey, the number of respondents who reported the library materials borrowed to be “extremely use-ful” remained stable, while the number of respondents who reported the library materials bor-rowed to be “very useful” declined from 50% to 33%. The proportion of respondents who re-ported the library materials borrowed to be “somewhat useful rose to 56% (Figure Eighty).

• 60% of respondents reported that the materials borrowed from the Lending Library addressed

their concerns “extremely well” or “very well,” while 26% said they did so “somewhat well” (Figure Eighty One). In 2008, those respondents who reported that the materials addressed their concerns “extremely well" increased by 7% while those who reported they did so “very well” declined from 63% to 38%. In 2009, the number of respondents who reported the library materials borrowed to address their concerns “not at all well” declined by 29%, from 38% to 9%, while those respondents who reported them to address their concerns “somewhat well” rose to 36%. The proportion of respondents who reported library materials borrowed to ad-dress their concerns “very well” rose to 46%, while those who reported “extremely well” de-clined to 9% (Figure Eighty Two).


Figure Seventy Seven Perceived Ease of Use of the Lending Library Catalog, 2007 - 2009

N=33

“How easy did you find it to search through the PRC Library catalog?

Figure Seventy Eight Perceived Ease of Use of the Lending Library Catalog, 2007 - 2009

N(2007)=16;N(2008)=8; N(2009)=33; N(combined)= 33

“How easy did you find it to search through the PRC Library catalog?

Very Easy55%

Somewhat Easy27%

Extremely Easy9%

Not At All Easy9%

0%

38% 33%

56%

11%

25%

0%

50%

63%

6%13%

-10%0%

10%20%30%40%50%60%70%

2007 2008 2009

Not At All Easy Somewhat Easy Very Easy Extremely Easy


Figure Seventy Nine Perceived Usefulness of Materials Borrowed from Lending Library, 2007 - 2009

N=33

“ How useful was the information in the materials you borrowed?”

Figure Eighty Perceived Usefulness of Materials Borrowed from Lending Library, 2007 - 2009

N(2007)=16; N(2008)=8; N(2009)=9; N(combined)=33

“How useful was the information in the materials you borrowed?”

Somewhat Useful40%

Very Useful39%

Extremely Useful15%

Not At All Useful

6%

56%

33%

11%0% 0%

25%

44%

13%

38%

50%

19%

0%10%20%30%40%50%60%

2007 2008 2009



Figure Eighty One Extent to Which Information in Material Borrowed from the Lending Library

Addressed Respondents’ Concerns, 2007 - 2009 N=35

“How well did the information in the materials you borrowed address your concerns?”

Figure Eighty Two Extent to Which Information in Material Borrowed from the Lending Library

Addressed Respondents’ Concerns, 2007 - 2009 N(2007)=16; N(2008)=8; N(2009)=11; N(combined)=35

“How well did the information in the materials you borrowed address your concerns?”

Very Well51%

Somewhat Well26%

Extremely Well9%

Not At All Well14%

36%46%

25%

63%

38%

9%6%

13%

0%10%20%30%40%50%60%70%

2007 2008 2009



• 91% of respondents reported that the materials they borrowed from the Lending Library

would have a “very positive” or “positive” impact on themselves or someone they know (Fig-ure Eighty Three). In 2008, the proportion of respondents who said that the materials would have a “very positive” impact decreased by 4%, those who responded that they would have a “positive” impact declined by 2%, and those who thought the materials would have a “very negative” impact rose to 13%. In 2009, the number of respondents who reported the materi-als borrowed from the Lending Library to have a “very positive” impact on themselves or someone they know increased 9%, from 25% to 36%, while those who reported them to have a “positive” impact declined from 63% to 55%. Those respondents who reported them to have a “negative” impact rose to 9%, while those people who reported them to have a “very nega-tive” impact declined 13%, from 13% to 0% in 2009 (Figure Eighty Four).

Figure Eighty Three Perceived Impact of Information in Materials Borrowed from the Lending Library

on the Respondents or Someone They Know, 2007 - 2009 N=36

“How much of an impact will the information from the borrowed materials

have for you or someone you know?”

Positive60%

Very Negative3%

Very Positive31%

Negative6%


Figure Eighty Four Perceived Impact of Information in Materials Borrowed from the Lending Library

on the Respondents or Someone They Know, 2007 - 2009 N(2007)=17; N(2008)=8; N(2009)= 11; N(combined)=36

“How much of an impact will the information from the borrowed materials have for you or some-one you know?”

The PRC Web Site A new module was added to the 2009 survey which asked clients to assess the impact of the PRC web site itself, including how easy it was to find information to contact Information Spe-cialists, to locate materials, to locate the Library catalog, etc. (See Appendix G for client’s sug-gestions to the PRC web Site.) • 77% of respondents reported that they found the PRC web site either “very easy” or “easy” to

find the information needed to contact an Information Specialist. 11% of respondents did not use the website to contact an Information Specialist, and only 12% found it “difficult” or “very difficult” (Figure Eighty Five).

• 89% of respondents reported that they found the PRC web site either “very easy” or “easy” to

locate written materials. Only 2% of respondents found it “very difficult” (Figure Eighty Six). • 87% of respondents reported that they found the PRC web site either “very easy” or “easy” to

locate streaming videos (Figure Eighty Seven). • 80% of respondents reported that they found the PRC web site either “very easy” or “easy” to

find the Library catalog. The remaining 20% of respondents did not use the PRC website to locate the Library catalog (Figure Eighty Eight).

55%

36%

0%0%

13% 9%6%0%

65%63%

25%29%

0%10%20%30%40%50%60%70%

2007 2008 2009



Figure Eighty Five

Perceived Ease of Use of PRC Web Site to Find Information Needed to Contact an Infor-mation Specialist, 2009

N=115 How easy or difficult was it to find the information you needed to contact the information special-

ists on the PRC website?

Figure Eighty Six Perceived Ease of Use of PRC Web Site to Locate Written Materials, 2009

N=101

Overall, how easy was it to locate written materials on the PRC website?

Very Easy43%

Easy34%

Didn't use the website to

contact and information specialist

11%

Very Difficult5% Difficult

7%

Easy68%

Very Difficult2%

Very Easy21%

Difficult9%


Figure Eighty Seven

Perceived Ease of Use of PRC Web Site to Locate Streaming Videos, 2009 N=24

Overall, how easy was it to locate streaming videos on the PRC website?

Figure Eighty Eight Perceived Ease of Use of PRC Web Site to Locate the Library Catalog, 2009

N=10

Overall, how easy was it to locate the library catalog on the PRC website?

Very Difficult0%

Very Easy21%

Easy66%

Difficult13%

Easy70%

Very Easy10%

Didn't use the PRC website to

look for materials

20%



locate the information they wanted. Another 17% of respondents found it “difficult”, and the remaining 7% of respondents found it “very difficult” (Figure Eighty Nine).


navigate. The remaining 15% of respondents thought the PRC web site was either “very diffi-cult” or “difficult” to navigate (Figure Ninety).

Figure Eighty Nine Perceived Ease of Use of PRC Web Site to Locate

Information Respondent Wanted, 2009 N=210

Overall, how easy or difficult was it to find the specific information you wanted on the website?

Figure Ninety

Perceived Ease of Navigation of the PRC Web Site, 2009 N=199

Overall, how easy was it to navigate from section to section on the website?

Very Difficult7%

Difficult17%

Very Easy17%

Easy59%

Very Difficult5%

Easy64%

Very Easy21%

Difficult10%


• 73% of respondents found the PRC web site to have “the right amount of information,” while

10% said it had “too little information” and 12% said it has “too much information” (Figure Ninety One).

Figure Ninety One Extent to Which the PRC Web Site Contained the Right Amount of Information, 2009

N=204

Would you say the PRC home page contained too much information, just about the right amount

of information or too little information?

Just About the Right Amount of Information

73%

Way Too Much Information

1%Too Much

Information12%

Too Little Information

10%

Way Too Little Information

4%


Statistically Significant Differences


As part of the analysis of the data from the pilot survey, project staff analyzed data looking

for statistically significant differences in responses based on demographic characteristics includ-ing gender, ethnicity and age. "Statistically significant" differences are those that are likely not due to chance. What is the probability that any differences in responses to particular items based on one of these demographic characteristics is an actual difference, or is likely due to chance?

The threshold figure for accepting that the observed difference is likely a real one and not

due to chance is 95% - that is, a particular result showing a difference in responses would have occurred in 5% or fewer samples that might have been drawn from a larger population. This is called the "95% confidence interval." Appropriate statistical tests were performed on results of the pilot survey to search for such differences. Neither age nor ethnicity was statistically significant factors in any response item - that is, patterns of responses did not vary based on the age or the ethnic status of re-spondents. Gender, however, was a statistically significant factor on nineteen items in the survey. Table One below presents information on items on which responses differed based on gender. The last column on the right, labeled "p-value", is the level at which the difference is statistically sig-nificant.

For example, for the question "Taking into account all the different types of information you received, please rate the overall quality of PRC services” it can be seen that responses by women are more skewed towards the favorable or positive response items (46.8% responded "very satisfied" as opposed to 26.2% of men, while 2.0% responded "very dissatisfied" as opposed to 8.7% of men). The p-value associated with this difference is 0.000, or 1%. This means, in effect, that there is only a 1% chance that this difference is due to chance. P-values listed as 0.000 mean that the probability is less than one-in-a-thousand that the difference is due to chance.

Table One shows a comparison between the 2007, 2008 and 2009 administrations in

terms of what was statistically significant based on gender.

Patterns of responses did not vary based on the age or the ethnic status of respondents. Gender, however, was a sta-tistically significant factor in responses on nineteen items in the survey, including the reasons for contacting the PRC and perceived quality of services.


Table One Items With A Statistically Significant Difference in The 2007, 2008 and 2009 Surveys

Statistically Significant Item

2007 2008 2009 Which of the following best describes the reason you contacted the PRC?

YES YES YES

Taking into account all the different types of informa-tion you received, please rate the overall quality of PRC services.

YES YES YES

Compared to other sources of information you’ve received about paralysis, how useful would you say the information from the PRC was?

YES YES YES

How likely are you to recommend the PRC to other people?

YES YES NO

What kind of impact did the PRC have on the quality of life of the person who is paralyzed?

NO YES NO

Overall, how satisfied are you that the Information Specialist(s) with whom you spoke:

Gave you information that was useful? NO YES YES Was knowledgeable? YES YES YES Was polite and respectful? NO YES NO Adequately explained the written informa-

tion they sent?* YES NO NO

Responded in a reasonable time to your ques-tions and concerns? NO YES YES

Offered to check and get back to you on things they couldn’t answer right away?* NO YES YES

You told us that you read materials on the PRC web site (materials about a condition, resources, etc.).

How useful were they? NO YES NO Overall, what type of impact will they have

for you or someone you know?

NO YES NO

Please tell us your overall feelings about the Paraly-sis Resource Guide

How useful was it? YES NO NO How understandable was it? YES NO NO

Please tell us your overall feelings about the Fact Sheets:

How understandable were they? YES NO NO

Please tell us your overall feelings about the emails you received from an Information Specialist:

How understandable were they? YES NO NO How well did they address your concerns? YES NO NO How much of an impact will they have for

you or someone you know? YES NO NO


Statistically Significant Item 2007 2008 2009

Please tell us your overall feelings about the videos or DVDs you watched.

What type of impact will they have for you or someone you know? NO YES NO

You told us that you visited other web sites listed on the PRC web site.

How useful were the descriptions on each site listed on the PRC web site? NO YES

How well did the other web sites address your concerns? NO YES

Would you say the PRC home page contained too much information, just the right amount of informa-tion, or too little information?

N/A N/A YES


Differences in responses on the 2009 survey based on gender included the following: • Significantly more men contacted the PRC seeking information for themselves as a person

who is paralyzed, but fewer men contacted the PRC on behalf of a family member or friend who is paralyzed, regardless of whether they are caregivers (Table Two).

• Women rated the overall quality of the PRC more highly than did men (Table Three). • Women reported that the PRC services were more useful to them compared with other

sources of information than did men (Table Four). • Women rated the usefulness of information sent by Information Specialists more highly than

did men. They also rated the knowledgeability of Information Specialists more highly that did men and they were more satisfied with the knowledgeability of Information Specialists than were men. Moreover, women were more satisfied with Information Specialists listening to questions and concerns than men were (Table Five).

• Significantly more women rated the PRC home page as the right amount of information, while

significantly more men thought the home page had too little information (Table Six).

Table Two Significant Differences in Reasons for Contacting the PRC Based on Gender

%

Male %

Female p-

value Which of the following best describes the reason you contacted the PRC? Seeking info for me as person who is paralyzed 51.1 16.2 Seeking info for paralyzed family member/friend; I am caregiver 14.9 35.2 Seeking info for paralyzed family member/friend; I am not caregiver 12.8 20.4 Seeking info for a patient/client who is paralyzed 5.3 11.3 Seeking general info on paralysis not related to a specific person 7.4 5.6 Other 8.5 11.3

0.000

Table Three Significant Differences in Overall Quality of the PRC Based on Gender

%

Male %

Female p-

value Taking into account all the different types of information you received, please rate the overall quality of PRC services.

Very low 7.4 2.1 Low 18.1 7.0 High 53.2 49.3 Very high 21.3 41.5

0.001


Table Four

Significant Differences in Comparative Rating of PRC Services Based on Gender %

Male %

Female p-

value Compared to other sources of information you’ve received about paralysis, how useful would you say the information from the PRC was?

Much less useful 5.4 1.4 Less useful 11.8 1.4 About the same 25.8 28.4 More useful 25.8 29.1 Much more useful 23.7 30.5 Didn’t use any other information sources 7.5 9.2

0.009

Table Five Significant Differences in Satisfaction with Information Specialists Based on Gender

Overall, how satisfied are you that the Information Specialist(s) with whom you spoke:

% Male

% Female

p-value

Gave you information that was useful? Very dissatisfied 8.8 7.1 Dissatisfied 32.4 7.1 Satisfied 29.4 28.6 Very satisfied 29.4 57.1

0.004

Was knowledgeable? Very dissatisfied 9.1 7.2 Dissatisfied 18.2 5.8 Satisfied 45.5 29.0 Very satisfied 27.3 58.0

0.021

Responded in a reasonable time to your questions and concerns? Very dissatisfied 8.8 4.3 Dissatisfied 11.8 1.4 Satisfied 41.2 29.0 Very satisfied 38.2 65.2

0.021

Table Six Significant Differences in Perceptions of Materials on PRC Web Site Based on Gender

Would you say the PRC home page contained too much information, just the right amount of information or too little information?

% Male

% Female

p-value

Way too much information 1.3 0 Too much information 15.4 10.4 Just the right amount of information 61.5 83.5 Too little information 14.1 5.2 Way too little information 7.7 0.9

0.004

Documents

The Impact of The Christopher and Dana Reeve …cdd.unm.edu/\/dhpd/pdfs/2009ClientSatisfactionReport.pdfAbout this Report This report was prepared under a multi-year cooperative agreement