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        Emerging Infectious Diseases Journal
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        Volume 7: No. 2, March 2010

        ORIGINAL RESEARCH
         Profiles of 800,000 Users of the National Cancer Institute’s Cancer Information Service Since the Debut of Online Assistance, 2003-2008

        Count
        Months 2003-2008 Telephone E-mail LiveHelp
        Jan 17130 354 961
        Feb 13966 399 899
        Mar 14512 432 881
        Apr 22407 404 929
        May 15077 396 937
        Jun 15085 392 963
        Jul 14098 427 1169
        Aug 13701 352 1175
        Sep 14157 409 1239
        Oct 15517 458 1366
        Nov 10808 333 1038
        Dec 11230 359 1018
        Jan 13457 385 1216
        Feb 12320 430 1189
        Mar 15250 440 1462
        Apr 12482 418 1242
        May 11242 360 1028
        Jun 11839 866 927
        Jul 11257 936 912
        Aug 11674 923 895
        Sep 11131 962 837
        Oct 12297 911 837
        Nov 11301 932 932
        Dec 8349 773 534
        Jan 4630 862 346
        Feb 5486 918 724
        Mar 9791 1005 763
        Apr 8800 836 730
        May 7957 816 605
        Jun 8800 836 623
        Jul 8541 715 571
        Aug 9744 930 747
        Sep 8497 749 750
        Oct 8710 866 672
        Nov 7956 786 643
        Dec 7569 736 537
        Jan 8969 831 723
        Feb 8195 743 662
        Mar 10098 881 750
        Apr 8128 762 636
        May 8487 843 652
        Jun 8710 866 685
        Jul 8222 720 634
        Aug 9470 816 716
        Sep 8788 823 740
        Oct 9563 1162 1272
        Nov 7979 1080 1226
        Dec 6937 893 1333
        Jan 8539 1194 1501
        Feb 7621 1087 1355
        Mar 8568 952 1434
        Apr 7954 579 1490
        May 7047 644 1561
        Jun 6573 638 1465
        Jul 6752 616 1431
        Aug 7711 573 1389
        Sep 6895 580 879
        Oct 8767 815 1025
        Nov 6733 705 823
        Dec 5521 623 894
        Jan 7899 624 1737
        Feb 7432 728 1530
        Mar 7496 730 1693
        Apr 8047 906 1935
        May 7094 678 1734
        Jun 7079 718 1658
        Jul 7518 697 1843
        Aug 7121 622 1602
        Sep 7870 705 1939
        Oct 8301 818 2163
        Nov 5602 613 1581
        Dec 5842 683 1531

        Figure 1. Number of calls (A), LiveHelp contacts (B), and e-mails (C) to the National Cancer Institute’s Cancer Information Service, 2003-2008.

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        Mean age by month by access
        Months 2003-2008 Telephone LiveHelp
        Jan 51.42  
        Feb 51.38  
        Mar 51.63  
        Apr 55.98  
        May 51.92  
        Jun 53.38  
        Jul 52.06  
        Aug 51.54  
        Sep 51.59  
        Oct 50.57  
        Nov 51.02 40.06
        Dec 51.97 41.12
        Jan 50.68 40.95
        Feb 50.21 37.73
        Mar 50.31  
        Apr 49.29 38.68
        May 50.44 42.60
        Jun 50.36 41.88
        Jul 50.42 39.98
        Aug 50.90 39.69
        Sep 50.25 39.81
        Oct 50.61 38.21
        Nov 51.57  
        Dec 51.41  
        Jan 48.75  
        Feb 53.36  
        Mar 49.40  
        Apr 53.50  
        May 56.20  
        Jun 52.60  
        Jul 50.99 43.04
        Aug 52.04 41.95
        Sep 52.53 39.84
        Oct 51.87 38.87
        Nov 51.52 40.60
        Dec 51.63 40.83
        Jan 52.70 39.52
        Feb 53.28 40.92
        Mar 52.22 38.90
        Apr 52.59 39.79
        May 53.10 39.54
        Jun 53.39 39.58
        Jul 53.15 40.85
        Aug 53.55 40.20
        Sep 53.73 42.27
        Oct 52.78 41.46
        Nov 52.97 40.35
        Dec 52.66 40.91
        Jan 52.94 39.38
        Feb 53.10 40.53
        Mar 53.59 41.41
        Apr 53.03 39.81
        May 53.83 43.81
        Jun 54.66 44.76
        Jul 54.57 41.67
        Aug 54.66 45.34
        Sep 53.76 42.74
        Oct 53.08 41.69
        Nov 51.98 38.33
        Dec 52.81 41.31
        Jan 53.85 42.04
        Feb 54.08 41.25
        Mar 54.04 40.33
        Apr 53.79 41.44
        May 54.62 41.70
        Jun 53.25 41.79
        Jul 53.52 41.44
        Aug 53.00 40.83
        Sep 53.18 42.90
        Oct 51.95 43.11
        Nov 53.46 43.67
        Dec 53.77 42.17

        Figure 2. Mean age of telephone callers and LiveHelp users of the National Cancer Institute’s Cancer Information Service, 2003-2008. Telephone callers (mean age, 52 y; standard deviation, 15.4 y) were significantly older than LiveHelp users (mean age, 41 y; standard deviation, 13.2 y) across all 6 years (independent samples t test, P < .001). For some periods during reorganization of Cancer Information Service infrastructure (breaks in the red line above), age was not collected in LiveHelp.

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        Mean educational level by month by access
        Months 2003-2008 Telephone LiveHelp
        Jan 4.12  
        Feb 4.11  
        Mar 4.11  
        Apr 4.20  
        May 4.09  
        Jun 4.08  
        Jul 4.15  
        Aug 4.10  
        Sep 4.08  
        Oct 3.99  
        Nov 4.02 4.45
        Dec 4.07 4.51
        Jan 4.02 4.33
        Feb 4.01 4.43
        Mar 4.05  
        Apr 4.08 4.56
        May 4.07 4.57
        Jun 4.10 4.43
        Jul 4.11 4.50
        Aug 4.06 4.34
        Sep 4.04 4.33
        Oct 4.05 4.41
        Nov 4.10 4.30
        Dec 4.10 4.55
        Jan 4.05 4.20
        Feb 4.08 4.40
        Mar 4.00 4.50
        Apr 4.05 4.40
        May 4.03 4.30
        Jun 4.02 4.40
        Jul 4.05 4.28
        Aug 4.09 4.55
        Sep 4.05 4.19
        Oct 4.03 4.42
        Nov 4.04 4.52
        Dec 4.07 4.39
        Jan 4.05 4.42
        Feb 4.04 4.38
        Mar 4.04 4.35
        Apr 4.00 4.52
        May 4.07 4.54
        Jun 4.11 4.33
        Jul 4.09 4.50
        Aug 4.12 4.52
        Sep 4.07 4.48
        Oct 4.04 4.34
        Nov 4.14 4.36
        Dec 4.14 4.23
        Jan 4.07 4.45
        Feb 4.04 4.09
        Mar 4.04 4.22
        Apr 4.04 4.36
        May 4.09 4.49
        Jun 4.06 4.54
        Jul 4.10 4.36
        Aug 4.07 4.59
        Sep 4.02 4.42
        Oct 4.01 4.34
        Nov 4.01 4.62
        Dec 3.98 4.45
        Jan 4.04 4.41
        Feb 4.05 4.42
        Mar 4.07 4.39
        Apr 3.96 4.41
        May 3.98 4.58
        Jun 3.98 4.51
        Jul 3.99 4.39
        Aug 3.98 4.40
        Sep 3.92 4.42
        Oct 3.98 4.42
        Nov 3.99 4.47
        Dec 3.97 4.45

        Figure 3. Mean educational level of telephone callers and LiveHelp users of the National Cancer Institute’s Cancer Information Service, 2003-2008. We classified educational level on a 6-point scale as follows: 1, grade school; 2, some high school; 3, high school graduate; 4, some college; 5, college graduate; and 6, postgraduate. LiveHelp users reported significantly more education across all 6 years (independent samples Mann-Whitney U test, P < .001) than did telephone callers. For some periods during reorganization of Cancer Information Service infrastructure (breaks in the red line above), educational level was not collected in LiveHelp.

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        Mean income level by month by access
          Telephone LiveHelp
        Jan 4.21 5.02
        Feb 4.09 4.63
        Mar 4.04 4.95
        Apr 4.19 4.93
        May 4.15 5.13
        Jun 4.16 4.92
        Jul 4.14 4.97
        Aug 4.07 5.12
        Sep 4.13 4.89
        Oct 3.98 4.81
        Nov 4.02 4.96
        Dec 4.12 5.19
        Jan 4.06 4.78
        Feb 4.04 4.99
        Mar 4.17 4.88
        Apr 4.01 4.85
        May 4.03 5.11
        Jun 4.10 4.91
        Jul 4.07 4.66
        Aug 3.98 4.91
        Sep 3.90 5.08
        Oct 3.96 4.67
        Nov 3.87 4.92
        Dec 3.87 4.81

        Figure 4. Mean household income of telephone callers and LiveHelp users of the National Cancer Institute’s Cancer Information Service, 2007 and 2008. We classified household income on a 7-point scale as follows: 1, <$10,000; 2, $10,000-$19,000; 3, $20,000-$29,000; 4, $30,000-$39,000; 5, $40,000-$59,000; 6, $60,000-$79,000; and 7, ≥$80,000. LiveHelp users reported significantly more income than did telephone callers both years (independent samples Mann-Whitney U test, P < .001). Income data were not collected before January 2007.

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        The findings and conclusions in this report are those of the authors and do not necessarily represent the official position of the Centers for Disease Control and Prevention.


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