title: Evaluation of the Dutch AIDS STI information helpline: differential outcomes of telephone versus online counseling.
abstract: OBJECTIVE
  Health information helplines have an important function in health education, prevention and counseling. Information and help services are increasingly provided online. This study focuses on the differences and similarities between online help services and telephone services.
  
  
  METHODS
  The telephone service of the Dutch AIDS STI helpline was compared to its e-mail equivalent. After consulting the helpline service, both callers and e-mailers (N(tot) = 455) were asked to participate in a survey that evaluated their background characteristics, contacting reasons, and satisfaction with the specific service and information received. The survey also included questions regarding the advice received from the helpline. A follow-up measure 4 weeks after the baseline survey evaluated to what extent clients acted upon the advice.
  
  
  RESULTS
  The study shows that both services are positively evaluated and are equally persuasive in their counseling. Differences between callers and e-mailers were found regarding background characteristics, content of the consultation, satisfaction, and the advice received.
  
  
  CONCLUSIONS
  It can be concluded that online health information services are an important addition to, but not a replacement for, the traditional telephone helplines.
  
  
  CONCLUSIONS
  In order to provide an optimal health service to a wide public, both online and telephone counseling should be offered.
authors.affiliation: Department of Work and Social Psychology, Maastricht University, Maastricht, The Netherlands. Fraukje.mevissen@maastrichtuniversity.nl
authors.forename: Fraukje E F
authors.initials: FE
authors.lastname: Mevissen
authors.forename: Ellen
authors.initials: E
authors.lastname: Eiling
authors.forename: Arjan E R
authors.initials: AE
authors.lastname: Bos
authors.forename: Bertus
authors.initials: B
authors.lastname: Tempert
authors.forename: Marjan
authors.initials: M
authors.lastname: Mientjes
authors.forename: Herman P
authors.initials: HP
authors.lastname: Schaalma
mesh_terms: D000163:Acquired Immunodeficiency Syndrome / Q000175:diagnosis / Q000517:prevention & control / Q000635:transmission; D000293:Adolescent; D000328:Adult; D000368:Aged; D002648:Child; D003376:Counseling; D034742:Electronic Mail; D005260:Female; D005500:Follow-Up Studies; D019538:Health Care Surveys; D007722:Health Knowledge, Attitudes, Practice; D015277:Hotlines / Q000458:organization & administration*; D006801:Humans; D007255:Information Services / Q000458:organization & administration* / Q000706:statistics & numerical data; D020407:Internet; D016015:Logistic Models; D008297:Male; D008875:Middle Aged; D009426:Netherlands; D017063:Outcome Assessment, Health Care; D010353:Patient Education as Topic / Q000379:methods; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D012749:Sexually Transmitted Diseases / Q000175:diagnosis / Q000517:prevention & control / Q000635:transmission; D012959:Socioeconomic Factors; D011795:Surveys and Questionnaires; D013689:Telephone; D013997:Time Factors; D055815:Young Adult