Survey of users of the DPI SOI Hotlines

The front cover of Survey of Users of the DPI SOI Hotlines

Colin J. Paull, Queenslandand Department of Primary Industries
and
Alan Peacock, Queensland Department of Natural Resources and Mines

August 2003

Project Series QI 03060
ISSN 0727-6273
Agdex 020

Introduction

The DPI SOI Phone Hotline service was commenced in April 1992. It consisted of a two-minute SOI message recorded on an answering machine that was attached to a standard telephone line. The DPI SOI Fax Hotlines service was established in April 1993. By January 1996, the system contained 19 pages of information spread over 11 lines.

The most popular product on this information system was the SOI Message (see example in Appendix I) that was updated weekly; it was also used on the SOI Phone Hotline.

From the commencement of these services to January 1996, over 44,000 calls were received. A survey was conducted in mid-1995 in order to help us to improve the services so that they better satisfied client needs. The aims of the survey were:

To identify the location of our clients, and the main businesses in which they are involved;
To investigate the relative usefulness of individual products to our clients;
To document how clients are using the information;
To provide an initial assessment of the value of using SOI-based information in business decision-making; and
To obtain feedback on how the service could be improved.

Survey of users of the DPI SOI Hotlines

Introduction

Publications