IVR PARTICIPANT MANUAL

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1 IVR PARTICIPANT MANUAL

2 TABLE OF CONTENTS Introduction I. Calling In Pg. 4 II. Using the System Pg A. Entering Your I.D. Number and Password B. Your Calling Record Information C. Entering Amount of Alcohol Consumed D. The IVR Interview E. Response Errors III. System Features Pg A. The Pound Sign # B. Key Words C. The Star * IV. Possible Problems and Solutions Pg Thank you! IVR Script (last page for easy reference) Pg. 18 2

3 HEALTH BEHAVIOR RESEARCH CENTER The (HBRC) is a division of the University of Vermont Department of Psychiatry. It was established in June of 1999, with a grant from the National Institutes of Health, to study the potential benefits of using the Interactive Voice Response (IVR) method to help people change their drinking patterns. The Center will also be undertaking other research projects related to behavior and its effect on health. DRINKING PATTERNS STUDY You have been selected to take part in the HBRC's Drinking Patterns Study. By participating you will be contributing to an important scientific project. You will be using your touch-tone telephone to tell us about such things as your drinking, health and mood each day. We have tried to make your daily task as quick and easy as possible by using a new technology called Interactive Voice Response (IVR). IVR will help you make your daily call quickly, without having to wait for someone to record your reports. In fact, you will only have to press the numbers and symbols (* #) on your touch-tone phone. All the information you provide is highly confidential. Your name will never be connected to the information in the computer, only your confidential ID number. What will I be asked? When you call, the IVR system voice will ask you how many drinks you had in the previous 24 hours, what kind(s) of drinks you had, reasons for drinking and how intoxicated you felt. If you did not drink on the day you are reporting about, the system will ask you questions about your reasons for not drinking that day. The system voice will ask you to rate your mood, anger, health and stress for the previous day. You will also be asked how you felt physically and a few other questions. These daily reports will help us learn about people's drinking patterns and habits over time. When you call in your daily report: You will hear a recorded voice, not a person. The IVR system voice will ask similar sets of questions each day, depending on whether you report drinking or not. The number of questions is the same whether you report drinking or not. You answer questions by pressing numbers on your touch-tone phone. 3

4 I. CALLING IN How often do I call in? The purpose of this study is to get a report from you every day. We have found that calling at around the same time every day is easiest for most people, but you can call any time before 11:50pm. (The Daily System maintenance occurs between 11:50pm and 12:10am.) If you do forget, however, we'd still like you to make up any missed calls. How long does the average call last? After you have some practice with it, the average call takes about 9 seconds. The IVR system has features built-in to minimize your calling time. These features are explained in section III, SYSTEM FEATURES. If you hang up or are disconnected before you complete the interview, your answers will not be saved and you will need to call back and re-start the report for that day. What day do I base my answers on? When you call, you will report about the day before. For example, on Tuesday you will report your drinking and other information for Monday. Base your answers on when you got up Monday morning until you went to bed Monday night, even if you went to bed after midnight. You can only call once to report for a given 24- hour period. Each question includes the day and date to remind you which day you are reporting for. What if I miss a day? You can call the IVR system at within one week (7 days) to report a missed day. During the first month, if you do not call in your report for 2 days in a row, we will give you a reminder call to discuss any problems you may be having. At that time, you can report on the days you missed. What if I go out of town? The telephone survey s toll-free telephone number is Since the telephone number is tollfree, you may call using any touch-tone telephone in the Continental United States and Canada. So, if you go away, even to Canada, for a weekend, two weeks, or a month, you can still call each day. If for some reason you will not have access to a phone, just let us know ahead of time. We will make arrangements to record your daily data. Remember, the success of the project depends upon your calling EVERY day. What if I hear a busy signal? This is not likely to happen. But if it does, hang up, wait one minute, and try again. A busy signal means all lines are busy receiving other participant reports or the system is performing it s daily update (11:50pm to 12:10am) Can I use a cellular phone to make calls? Unfortunately, no. Cellular phones do not work well with our system. 4

5 II. USING THE SYSTEM A. Entering Your ID Number and Password This system uses both an ID number and a password to be sure we get YOUR correct information. After you dial the toll free number, you will hear: Welcome to the Interactive Voice Response System. Please enter your 3-digit study ID number. Press (the study number for the Drinking Patterns Study is 487). Next you will hear: Welcome to the Drinking Patterns Study. Please enter your four-digit ID number or press four zeroes to quit. Enter your ID number by pressing the numbers on your touch tone phone. What if I make a mistake on my ID? If you enter the incorrect ID number, you will hear: The ID you entered was not found in our system. If you enter an invalid ID, simply begin again. If you enter your ID number incorrectly three times, you will hear: Your responses have not been accepted by the system. Please wait while you are transferred to the Health Behavior Research Center. What if I forget my ID number? Call (802) for help. If you cannot reach us, you can leave a message and we will return your call as soon as possible. When you enter your ID number correctly, the system continues: Please enter your four-digit password now. What if I make a mistake entering my password? If you enter your password incorrectly, you will hear: 5

6 The password you have entered (####) does not match the ID# you have entered (####). Press 1 to correct your ID number entry. Press 2 to correct your password entry. When you have entered the correct ID number and correct password, you will then hear: B. Your Calling Record Information Welcome to the survey. Please base your responses on (Day of Week) (Date). You may call the IVR system more than once in a 24 hour period to report missing days, or double check that you called in already. If you have already reported once within the 24-hour time period, you will hear: Welcome to the survey. We received your report from yesterday. Thank you. EXAMPLE: If you have already called to make your daily report, the IVR will automatically bring you to the main menu. You will be able to choose from the list of options that you hear (e.g. report a missing day). Main Menu To review your calling history, press 1. To enter a report for a missing day, press 2. To contact the, press 3. To quit, press 4. If you press 1 - It will tell you your calling record. If you are missing any calls, it will tell you what days you need to report about. If you have not missed any calls, you will hear that your calling record is up to date. If you press 2 - You can enter information for a previous missed day (up to 7 days late). If your calling record is complete, it will tell you that. If you are missing any days, the system will allow you to select the missing day you want to report about. You will then be transferred to the beginning of the IVR interview. If you press 3 - You will be directly transferred to the. If you press 4 - It will hang up the phone and exit the system. During regular working hours, someone will be available to assist you. If you are calling in the evening or on the weekend, please leave a message on our voice mail and we will return your call as soon as possible. 6

7 C. Entering Amount of Alcohol Consumed REMEMBER: Each question begins with a key word (in this case,"beer"). After each key word, you will hear a beep. After the beep, you can enter your answer. You DO NOT have to wait for the system voice to finish a question to enter your answer. If you have already answered and wish to change your answer, you can press the star *. You'll hear the key word and question again. Enter your answer. BEER: Beep! How many beers did you drink (Day of Week) (Date)? Press the # key when you are finished. Report how many beers you drank yesterday from the time you got up until the time you went to bed by pressing the number(s) on the touch pad. For example, if you had one beer, press "1." If you had 11 beers, press 1 1. What counts as one beer? One beer is 12 ounces, the size of a regular bottle or can. If you drank a larger or smaller can or glass, please report in terms of 12 oz. servings. As a rule, when you drink pints, always report the next higher whole number of beers (4 pints = 5 beers). LIQUOR: Beep! How many drinks containing liquor did you have (Day of Week) (Date)? Press the # key when you are finished. Report how many drinks containing liquor you had yesterday from the time you got up until the time you went to bed by pressing the number(s). For example, if you had ten drinks, press "1" and then "0." What counts as one drink? One serving of liquor is 1-½ ounces, the size of a regular shot. If you drink a "double," please report 2 drinks. Two doubles would be 4 drinks, three doubles 6 drinks, etc. WINE: Beep! How many glasses of wine did you have (Day of Week) (Date)? Press the # key when you are finished. Report how many glasses of wine you drank yesterday from the time you got up until the time you went to bed by pressing the number(s). If you had three glasses of wine, press 3. What counts as one glass of wine? A regular wineglass (5 oz.) counts as one drink. A standard bottle of wine contains 5 glasses of wine. 7

8 You entered beer(s), liquor(s), wine(s). Press 1 to confirm, or the * key to change your responses. If the IVR system repeats the correct number of drinks you had yesterday for all three categories, press 1 and the system will continue. If the IVR system repeats the wrong number of drinks for any of the three categories, press *. You will then hear: BEER: Beep! How many beers did you drink (Day of Week) (Date)? You will be asked to re-enter the correct number of drinks you had yesterday for all three categories (beer, wine and liquor). So, even if you only wanted to change the number of beers you had yesterday, you will need to also re-enter the number of drinks containing liquor and the amount of wine you drank yesterday. D. The IVR Interview You will be asked different sets of questions depending on whether you had anything to drink or not. (IVR Interview: Part A, Part B, Part C, and Part D) IVR INTERVIEW: PART A You will only be asked the following questions if you had at least 1 drink. REMEMBER: Again, each question begins with a key word. After each key word, you will hear a beep. After the beep, you can enter your answer. You DO NOT have to wait for the system voice to finish a question to enter your answer. If you wish to change your answer, you can press the star *. You'll hear the key word and question again. Enter your new answer. URGE: Beep! Rate your urge to drink (Day of the Week) (Date), on a scale of 0 to 9, with 0 being no urge to drink, and 9 being the strongest urge ever to drink. EXAMPLE: If you did not feel like drinking, you would enter 0. If you did feel like drinking you would enter 1 or higher. The higher the number, the stronger your desire to drink. INTOXICATION: Beep! Rate your highest level of intoxication (Day of Week) (Date), on a scale of 0 to 9, with 0 being perfectly sober, and 9 being as drunk as you've ever been. Press a number between 0 and 9 to rate how intoxicated you felt when you were the most intoxicated. 8

9 REASONS FOR DRINKING BRANCH REASONS FOR DRINKING (Day of Week) (Date) : For each of the following statements, Press 1 if true, 0 if false. You may skip the instructions after REASONS FOR DRINKING by pressing any key. You may answer True to more then one reason. SOCIAL: Beep! I drank to be social. RELAX: Beep! I drank to relax. WORRY: Beep! I drank to forget my worries. MOOD: Beep! I drank to improve my mood. HANGOVER: Beep! I drank to avoid or end a hangover. HABIT: Beep! I drank out of habit. OTHER: Beep! I drank for some other reason. EXAMPLE: You should press 1 if you drank yesterday to improve your mood, or press 0 if you did not drink yesterday to improve your mood. If you did not drink to be sociable, to relax, drink out of habit, to avoid or end a hangover, to forget your worries, or to improve your mood you would answer OTHER. If you did not select at least one reason, you will hear: You must select at least one reason. Please try again. Remember, you can choose more than one reason. 9

10 IVR INTERVIEW: PART B You will only be asked the following questions if you did NOT drink. REMEMBER: Each question begins with a key word. After each key word, you will hear a beep. After the beep, you can enter your answer. You DO NOT have to wait for the system voice to finish a question to enter your answer. If you wish to change your answer, you can press the star *. You'll hear the key word and question again. Enter your new answer. URGE: Beep! Rate your urge to drink (Day of the Week) (Date), at its greatest with 0 being no urge to drink, and 9 being the strongest urge ever to drink. EXAMPLE: If you did not feel like drinking, you would enter 0. If you did feel like drinking you would enter 1 or higher. The higher the number, the stronger your desire to drink. HANGOVER: Beep! Rate any hangover you may have had (Day of the Week) (Date), from 0 being no hangover to 9 being the worst hangover you ever had. EXAMPLE: If you were NOT feeling the after effects of drinking yesterday, enter 0. If you were feeling any after effects at all, enter 1 or higher. The higher the number, the worse your hangover was. REASONS FOR NOT DRINKING BRANCH REASONS FOR NOT DRINKING (Day of Week): For each of the following statements, Press 1 if true and 0 if false. You may skip the instructions after REASONS FOR DRINKING by pressing any key. You may answer true to more than one suggested reason. ILLNESS: Beep! I didn t feel well. (Applies to illnesses other than hangovers) HEALTH: Beep! I didn t think it would be good for my health. MEDICATION: Beep! I was taking a medication. 10

11 SITUATION: Beep! The situation I was in discouraged drinking. GUILT: Beep! I felt guilty about my drinking. VOWED: Beep! I made a commitment to myself not to drink. SOMETHING ELSE: Beep! There is another reason I did not drink. You must select a 1" for at least one response, or have a hangover rating of more than zero, or have an urge rating of zero. If you do not, you will hear: You must select at least one reason. Please try again. Remember, you can choose more than one reason. IVR INTERVIEW: PART C You will ALWAYS be asked these questions. REMEMBER: Each question begins with a key word (i.e. PHYSICAL ). After each key word, you will hear a beep. After the beep, you can enter your answer. You DO NOT have to wait for the system voice to finish a question to enter your answer. If you wish to change your answer, you can press the star *. You'll hear the key word and question again. Enter your new answer. PHYSICAL: Beep! How did you feel physically (Day of Week) (Date), from 0, the sickest you ve ever felt, to 9, feeling your healthiest? RATE YOUR DAY: Beep! Rate (Day of Week) (Date) overall from 0, your worst day ever, to 9, the best day you ve ever had. STRESS: Beep! Rate your highest level of stress (Day of Week) (Date), on a scale of 0 to 9, with 0 being no stress and 9 being the highest stress you ve ever experienced. 11

12 ANGER: Beep! Rate your highest level of anger (Day of Week) (Date), from 0, not at all angry, to 9, the angriest you ve ever been. SAD: Beep! At your worst, how sad or blue did you feel (Day of Week) (Date), from 0, not sad at all, to 9, the saddest you ve ever been? HAPPY: Beep! At your best, how happy did you feel (Day of Week) (Date), from 0, not at all happy, to 9, the happiest you ve ever been? RELATIONSHIP: Beep! Overall, how well did you get along with your partner (Day of Week) (Date), from 0, the worst it s ever been, to 9, the best it s ever been. Press 88 if you had no contact with your partner or you are currently not in a relationship. Press the # key when you are finished. ( For this question, the # key allows you to move quickly tot he next item ) PARTNER DRINKING: Beep! How many alcohol drinks would you estimate your partner had (Day of Week) (Date)? Press 88 if you absolutely cannot make an estimate. Press the # key when you are finished. (For this question, the # key allows you to move quickly to the next item ) CURRENT INTOXICATION: Beep! How intoxicated do you feel right now, from 0 perfectly sober, to 9, as drunk as you've ever been? REMEMBER: If you wish to change an answer, you can press star * to back up through the questions. You'll hear the key word and question again. Enter your new answer. The survey will resume from where you left off. We have received all of your calls for the past seven days. The report you ve just made has been saved. You must wait to hear Report saved before hanging up. If you hang up before hearing Report saved, your report will NOT be saved. 12

13 IVR INTERVIEW: PART D If you have missed a call in the last seven days, you will hear the following message. We are missing some calls from you in the past seven days. Stay on the line to make up your calls. The report you ve just made has been saved. The system will now bring you to the Main Menu options. See page six. E. Response Errors Log In: Sorry, the study ID number you entered is not valid. Please try again. The system will then repeat the request to enter your ID number. If you make three errors in a row, the system will transfer you directly to the. First, you will hear: We re sorry you re having problems with the system. Please contact your study office for assistance. Goodbye. Survey: Anytime you make no response, or an inappropriate response (for example, you enter a "2" and the response choices are "1"or "0") during the survey, you will hear: We were not able to understand your response. Please try again. The system will then repeat the keyword and question. If you make three errors in a row on the same question, the system will transfer you to the. First, you will hear: Your responses have not been accepted by the system. Please wait while you are transferred to the Health Behavior Research Center. Menu: If you ve made an inappropriate response within the main menu, you will hear: I m sorry, that his not a valid menu option. Please try again. The system will then repeat the main menu options. If you make three errors in a row on the same menu option, the system will disconnect. When the system disconnects, you will hear: Your responses have not been accepted by the system. Please wait while you are transferred to the Health Behavior Research Center. 13

14 III. SYSTEM FEATURES How do I minimize calling time? Once you've familiarized yourself with the questions, you can move more quickly through the survey using two IVR features: A. Key Words Each question begins with a key word. After each key word, you will hear a beep. After the beep, you can enter your response at any time. You do not have to wait for the system voice to finish a question to enter your information. NOTE: If you enter your response before the beep, your response will not be recorded. You would then hear the entire question, and need to answer again. B. # The Pound Sign # When answering the questions for beer, liquor, wine, relationship and partner drinking, one or more keys may be pressed. For these items only, pressing the pound sign (#) after entering your response allows you to move on to the next question right away. The pound sign (#) tells the IVR system you have answered a question and you are ready to go on to the next question. Without this signal, there is a 2-second pause before the IVR system voice moves ahead. What if I make a mistake? C. Invalid Answers Every question has a valid range of responses and a time frame within which a key must be pressed. If you fail to answer in the time allotted or your answer is outside of the valid range, then you will hear Your responses are not within the valid range. Please try again. (OMIT THE FOLLOWING We were not able to understand your response. Please enter a number between and. ) The question will then be repeated and you will need to answer again. D. The Star * You can press the star (*) on your phone any time you need to change your answer or you need to hear a question repeated. When you press the star, the IVR system backs up to the previous question. Each time you back up, you will hear the key word and then the beep. At this time you can enter your new response. When you continue, you will re-start on the first item you backed up from. EXAMPLE: If you enter 3 for how happy you felt yesterday, then realize that this means you were not very happy and you meant to report that you were fairly happy, press * and you will hear the keyword HAPPY again. Now you can press 7, or another number, to accurately report where you were on the scale from 0 to 9. 14

15 What if I want to change my answer(s) before the previous question, like at the beginning of the survey? If you need to back up further, keep hitting star * until you hear the key word of the question you want to correct. You will be asked the question again. Now enter the correct response. The survey will resume from where you left off (before you made any corrections). EXAMPLE: If you enter 0 for HANGOVER yesterday, then realize after you answer RATE YOUR DAY that you did have a hangover, press * until you hear the keyword HANGOVER. Then enter 5, or another number, after the beep (for the severity of hangover you had yesterday). The next keyword you will hear is STRESS, because the interview will re-start from where you left off. Is there anywhere in the survey I cannot back up? After you confirm the total number of drinks for a given day, you can t back up to re-enter the number of drinks. If you confirm the number of drinks and then want to change this, you must hang up, call the system again and start over. This is the only place in the interview where you cannot back up. QUESTIONS? PROBLEMS? CALL US FOR ASSISTANCE: (802) If you are having any problems with your daily reporting or your participation in the project, call (collect) between 8:00 AM and 4:00 PM to speak with a member of our research team. If you get our voice mail system, please leave your ID number and a telephone number where we can reach you. We will return your call as soon as possible. IV. POSSIBLE PROBLEMS AND SOLUTIONS My ID number (and/or password) is not being accepted by the IVR system. You have three opportunities to enter your ID number and your password correctly. The IVR system voice will tell you if what you have entered is not correct. If your password is not being accepted, you may want to try re-entering your ID number. Your password may be correct, but you may have entered the wrong ID number. If after three tries, your information is still not being accepted, please call us at the number(s) above. The IVR system says I have already called today. If the system reports you have already called within the current 24-hour period and you believe you have not called, call us at

16 I forgot my ID number or my password. Please call us immediately so you do not miss any reporting days. I'm going out of town. The IVR number is toll-free, so you can call from wherever you are in the Continental USA or Canada. The call should only take a couple of minutes. Call us at to make other arrangements if you anticipate being in an area with no phones. I'm moving away. Again, you should be able to continue your daily calls from wherever you are. Please notify us if you have a change in your address or telephone number. The IVR system told me to call back. If you call around 12:00 midnight, the IVR system will ask you to call back later because it is shut down for routine maintenance from 11:50pm until 12:10am each night. It should be available again at 12:10. 16

17 THANK YOU Finally, the staff of the would like to thank you for taking part in this significant research effort. You can take pride in the fact that your participation is an important and vital part of this project. The data you and others provide will make a meaningful contribution to the field of alcohol research. If you have any questions about the research in general, or specific questions about the project, please don't hesitate to call (802) If you call when no one is available, leave a voice mail message with your name and number, and we will return your call as soon as we get your message. 17

18 INTERACTIVE VOICE RESPONSE SCRIPT FOR DAILY MONITORING 1. BEER: How many beers did you drink yesterday? # 2. LIQUOR: How many drinks containing liquor did you have yesterday? # 3. WINE: How many glasses of wine did you drink yesterday? # IF RESPONSE TO 1, 2, OR 3 IS GREATER THAN 0, THEN 4. URGE: Rate your urge to drink yesterday on a scale of 0 to 9, with 0 being no urge to drink, and 9 being the strongest urge ever to drink. 5. INTOXICATION: Rate your highest level of intoxication yesterday on a scale of 0 to 9, with 0 being perfectly sober and 9 being as drunk as you ve ever been. 6. REASONS FOR DRINKING: For each of the following statements, press 1 if true, 0 if false (for yesterday): a. SOCIAL: I drank to be sociable or to celebrate. b. RELAX: I drank to relax. c. WORRY: I drank to forget my worries. d. MOOD: I drank to improve my mood. e. HANGOVER: I drank to avoid or end a hangover. f. HABIT: I drank out of habit. h. OTHER: I drank for some other reason. IF RESPONSE TO 1, 2, AND 3 IS 0, THEN: 4. URGE: Rate your urge to drink yesterday on a scale of 0 to 9, with 0 being no urge to drink, and 9 being the strongest urge ever to drink. 5. HANGOVER: Rate any hangover you may have had yesterday, from 0 being no hangover to 9 the worst hangover you ever had. 6. REASONS FOR NOT DRINKING: For each of the following statements, press 1 if true, 0 if false (for yesterday): a. ILLNESS: I didn t feel well. b. HEALTH: I thought it would not be good for my health. c. MEDICATION: I was taking a medication. d. SITUATION: The situation I was in discouraged drinking. e. GUILT: I felt guilty about my drinking f. VOWED: I made a commitment to myself not to drink. g. SOMETHING ELSE: There is another reason I didn t drink yesterday. 7. PHYSICAL: How did you feel physically yesterday, from 0 the sickest you ve ever felt to 9 feeling your healthiest? 8. RATE YOUR DAY: Rate yesterday overall from 0 your worst day ever to 9 the best day you ve ever had. 9. STRESS: Rate your highest level of stress yesterday, on a scale of 0 to 9 with 0 being no stress and 9 being the highest stress you ve ever experienced? 10. ANGER: Rate your highest level of anger yesterday, from 0 not angry at all to 9 the angriest you ve ever been? 11. SAD: At your worst, how sad or blue did you feel yesterday, from 0 not sad at all to 9 the saddest you ve ever been? 12. HAPPY: At your best, how happy did you feel yesterday, from 0 not at all happy to 9 the happiest you ve ever been? 13. RELATIONSHIP: Overall, how well did you get along with your partner yesterday, from 0 the worst it s ever been to 9 the best it s ever been? Press 88 if you absolutely cannot make an estimate. # 14. PARTNER DRINKING: How many alcohol drinks would you estimate your partner had yesterday? Press 88 if you absolutely cannot make an estimate. # 15. CURRENT INTOXICATION: How intoxicated do you feel right now, from 0 perfectly sober to 9 as drunk as you ve ever been? 18

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