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Atendimento online em bibliotecas: a experiência da Universidade de São Paulo

Santana, Anderson de; Rosa, Celia Regina de Oliveira; Pestana, Maria Claudia; Dziabas, Maria Cristina Cavarette; Paschoalino, Rosana Alvarez; Tognetti, Marilza Aparecida Rodrigues
Fonte: Universidade Federal do Rio de Janeiro; Rio de Janeiro Publicador: Universidade Federal do Rio de Janeiro; Rio de Janeiro
Tipo: Conferência ou Objeto de Conferência
Português
Relevância na Pesquisa
36.1%
Os serviços de informação aliados às tecnologias evoluíram em sua forma de atuação à medida que oferecem, em menor tempo possível, informação segura de alcance maior aos usuários das bibliotecas. São inúmeros os conceitos de Serviço de Referência Virtual (SRV) que compartilham a ideia de que o uso das tecnologias de informação facilitam a comunicação entre bibliotecários e usuários. As Bibliotecas do Sistema Integrado de Bibliotecas da Universidade de São Paulo (SIBi/USP), detectaram a relevância de modernizar o Serviço de Atendimento ao Usuário, utilizando novos meios de comunicação e melhorando a interação com os usuários por meio de recursos que são de domínio e uso cotidiano dos mesmos. A Biblioteca da Faculdade de Medicina Veterinária e Zootecnia (FMVZ) da Universidade de São Paulo (USP) implantou o serviço de Atendimento Online por chat, disponibilizando aos seus usuários um novo canal de comunicação que permite o esclarecimento de dúvidas e solicitações em tempo real com atendentes. A experiência foi extremamente positiva convergindo para a implantação do sistema em outras quatro bibliotecas da USP; The information services allied to technologies have evolved in how they act as they offer in the shortest time secure longer-range information to the library users. There are many concepts of Virtual Reference Service (SRV) that share the idea that the use of information technologies facilitate the communication between librarians and users. The libraries from the Libraries Integrated System of University of Sao Paulo (SIBi/USP) have detected the importance of become up to date the reference desk using new means of communication and improving the interaction with the users through the resources that are of domain and use of them. The library from School of Veterinary Medicine and Animal Science of University of Sao Paulo (USP) set the customer service through chat offering to users another way of communication that allows the clarifying of doubts and requests in real time with the attendant. The experience was extremely positive converging to implantation of the system in four other libraries of the University

Atendimento online em bibliotecas: a experiência da Universidade de São Paulo

Santana, Anderson de; Rosa, Celia Regina de Oliveira; Pestana, Maria Claudia; Dziabas, Maria Cristina Cavarette; Tognetti, Marilza Aparecida Rodrigues; Paschoalino, Rosana Alvarez
Fonte: Rio de Janeiro Publicador: Rio de Janeiro
Tipo: Artigo de Revista Científica
Português
Relevância na Pesquisa
36.1%
Os serviços de informação aliados às tecnologias evoluíram em sua forma de atuação à medida que oferecem, em menor tempo possível, informação segura de alcance maior aos usuários das bibliotecas. São inúmeros os conceitos de Serviço de Referência Virtual (SRV) que compartilham a ideia de que o uso das tecnologias de informação facilitam a comunicação entre bibliotecários e usuários. As Bibliotecas do Sistema Integrado de Bibliotecas da Universidade de São Paulo (SIBi/USP), detectaram a relevância de modernizar o Serviço de Atendimento ao Usuário, utilizando novos meios de comunicação e melhorando a interação com os usuários por meio de recursos que são de domínio e uso cotidiano dos mesmos. A Biblioteca da Faculdade de Medicina Veterinária e Zootecnia (FMVZ) da Universidade de São Paulo (USP) implantou o serviço de Atendimento Online por chat, disponibilizando aos seus usuários um novo canal de comunicação que permite o esclarecimento de dúvidas e solicitações em tempo real com atendentes. A experiência foi extremamente positiva convergindo para a implantação do sistema em outras quatro bibliotecas da USP; The information services allied to technologies have evolved in how they act as they offer in the shortest time secure longer-range information to the library users. There are many concepts of Virtual Reference Service (SRV) that share the idea that the use of information technologies facilitate the communication between librarians and users. The libraries from the Libraries Integrated System of University of Sao Paulo (SIBi/USP) have detected the importance of become up to date the reference desk using new means of communication and improving the interaction with the users through the resources that are of domain and use of them. The library from School of Veterinary Medicine and Animal Science of University of Sao Paulo (USP) set the customer service through chat offering to users another way of communication that allows the clarifying of doubts and requests in real time with the attendant. The experience was extremely positive converging to implantation of the system in four other libraries of the University

Telessaúde em Audiologia: Avaliação da eficácia de uma rede social online como apoio aos pais de crianças com deficiência auditiva; Audiology Telehealth: Efficacy assessment of an online social network as support to parents of children with hearing impairment

Aiello, Camila Piccini
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 26/02/2013 Português
Relevância na Pesquisa
26.16%
Para que os pais consigam dar o suporte necessário à criança com deficiência auditiva, é preciso que estes lidem com sentimentos e situações novas, dúvidas e expectativas, as quais podem gerar estresse. A participação em grupos de pais pode possibilitar apoio a estes indivíduos. Neste estudo clínico randomizado controlado, foi criada a rede social online Portal dos Bebês para pais e/ou cuidadores de crianças com deficiência auditiva, candidatas ao implante coclear, sendo avaliada sua eficácia como apoio a estes pais. Participaram 22 mães, com idades entre 18 e 39 anos, residindo nas regiões Sudeste (n=10), Sul (n=5), Centro Oeste (n=3), Norte (2) e Nordeste (2) do país, as quais foram divididas randomicamente em grupos experimental (n=11) e controle (n=11). As participantes preencheram um formulário online com perguntas sobre dados demográficos, uso da internet e o Índice de Estresse Parental versão reduzida (PSI-SF). O PSI-SF avalia o estresse geral a partir de um modelo com três fatores (subescalas): Sofrimento Parental, Criança Difícil e Interações Disfuncionais Pais-Criança. Apenas o grupo experimental teve acesso à rede social online. Ambos os grupos preencheram novamente o PSI-SF, três meses após a primeira aplicação...

Psicologia cultural e presença docente : relações de coconstrução à autonomia do estudante online

Silva, Geane de Jesus
Fonte: Universidade de Brasília Publicador: Universidade de Brasília
Tipo: Dissertação
Português
Relevância na Pesquisa
26.19%
Dissertação (mestrado)—Universidade de Brasília, Instituto de Psicologia, Departamento de Psicologia Escolar e do Desenvolvimento, 2014.; As possibilidades de aprendizagem online abrem um mundo de perspectivas em que tempo, espaço físico-geográfico e interesses de formação contínua e para o trabalho adquirem novas e impensadas características. Nesse sentido, o ensino-aprendizagem pode oferecer ao sujeito desse processo recursos que lhe permitam agir autônoma e conscientemente na realidade da qual faz parte. A autonomia, enquanto ação crítica do livre pensar e do fazer consciente, torna-se fator fundamental a ser considerado no planejamento das ações pedagógicas da modalidade online de educação. Nessa perspectiva é importante perceber como as ações docentes do professor-tutor podem ser suporte (scaffolding), segundo a concepção de Bruner, e orientação à aprendizagem e autonomia do aluno. Desse modo, buscamos nesse trabalho investigar como a presença docente do professor-tutor online, em contextos de coconstrução, potencializa e/ou mobiliza a autonomia do estudante. Para tanto, realizamos um estudo de caso com dois professores-tutores do Curso de Formação na EaD para Tutores Nível 1 da Coordenação Operacional de Ensino de Graduação a Distância (COEGD) da Universidade de Brasília. Participaram...

An investigation on the strategic use of online social networks to enhance nonprofits’ value chain thriving for a better world

Mensurado, Joana
Fonte: Universidade Católica Portuguesa Publicador: Universidade Católica Portuguesa
Tipo: Dissertação de Mestrado
Publicado em 04/06/2012 Português
Relevância na Pesquisa
26.17%
The aim of this investigation on the strategic use of online social networks to enhance nonprofits’ value chain thriving for a better world, is to bring together two different fields of study, the third sector and online social networks. In order to perform this analysis the methodology starts by understanding the relevant topics, online social networks and the value chain. This understanding provides the background for answering the research question, which nonprofits’ value chain activities can be positively affected by online social network’s use? The model is built evaluating the third sector in Portugal followed by a comparison between the nonprofit and for profit sectors. As a result of this analysis a value chain for the nonprofit sector is built. Based on research and six interviews with nonprofits it is created a model of how online social networks impact each nonprofit’s value chain activity. From this impact analysis nine hypotheses are drawn and tested through a survey made to 42 nonprofits and further evaluated by another survey made to 206 online social network users. From the survey analysis it is concluded that online social networks have a positive impact on every value chain primary activity. From the users’ perspective...

W-learning: um modelo de e-learning para o sector de águas e resíduos

Alves, David Manuel Vaz
Fonte: Instituto Universitário de Lisboa Publicador: Instituto Universitário de Lisboa
Tipo: Dissertação de Mestrado
Publicado em //2010 Português
Relevância na Pesquisa
26.06%
Trabalho de projecto, Mestrado em Administração Pública; Os serviços de águas e resíduos são serviços públicos essenciais ao bem-estar geral, à saúde pública e à segurança colectiva das populações, às actividades económicas e à protecção do ambiente. Estes serviços devem pautar-se por princípios de universalidade no acesso, de continuidade e qualidade de serviço, e de eficiência e equidade dos preços, princípios que cabe ao regulador dos serviços, a ERSAR, assegurar. Para a produção destes efeitos são necessários conhecimentos técnicos específicos ao nível da gestão e manutenção de infra-estruturas e do controlo da qualidade, entre outros. Verifica-se, em algumas zonas do País, que os técnicos afectos a estas actividades requerem um reforço da formação nestas áreas, através de mecanismos adequados, de modo a garantir a provisão de serviços eficientes e de qualidade. O modelo de e-learning apresentado neste trabalho visa colmatar as disfuncionalidades acima identificadas, através de formação online especializada, com o apoio pedagógico de especialistas nas diversas valências e com um acompanhamento técnico adequado. Abordam-se questões pedagógicas, tecnológicas e técnicas do modelo...

Gaining while giving: An fMRI study of the rewards of family assistance among White and Latino youth

Telzer, Eva H.; Masten, Carrie L.; Berkman, Elliot T.; Lieberman, Matthew D.; Fuligni, Andrew J.
Fonte: PubMed Publicador: PubMed
Tipo: Artigo de Revista Científica
Publicado em /10/2010 Português
Relevância na Pesquisa
26.13%
Family assistance is an important aspect of family relationships for adolescents across many cultures and contexts. Motivations to help family members may be driven by both cultural factors and early family experiences. Here, we used functional magnetic resonance imaging to examine (1) cultural differences in neural reward activity among White and Latino youth during online experiences of family assistance and (2) how prior family experiences related to neural reward activity when helping the family. Participants were scanned as they made decisions to contribute money to their family and themselves. Latino and White participants showed similar behavioral levels of helping but distinct patterns of neural activity within the mesolimbic reward system. Whereas Latino participants showed more reward activity when contributing to their family, White participants showed more reward activity when gaining cash for themselves. In addition, participants who felt more identified with their family and who derived greater fulfillment from helping their family two years prior to the scan showed increased reward system activation when contributing to their family. These results suggest that family assistance may be guided, in part, by the personal rewards one attains from that assistance...

Recruitment of Older Adult Patient-Caregiver Dyads for an Online Caregiver Resource Program: Lessons Learned

Nahm, Eun-Shim; Orwig, Denise; Resnick, Barbara; Magaziner, Jay; Bellantoni, Michele; Sterling, Robert
Fonte: PubMed Publicador: PubMed
Tipo: Artigo de Revista Científica
Português
Relevância na Pesquisa
26.06%
Hip fracture is a significant health problem for older adults and generally requires surgery followed by intensive rehabilitation. Informal caregivers (CGs) can provide vital assistance to older adults recovering from hip fracture. Caregiving is a dyadic process that affects both CGs and care recipients (CRs). In a feasibility study, we assessed the effects of using a theory-based online hip fracture resource program for CGs on both CGs and CRs. In this article, we discuss our recruitment process and the lessons learned. Participants were recruited from six acute hospitals, and CGs used the online resource program for 8 weeks. A total of 256 hip fracture patients were screened, and 164 CRs were ineligible. CG screening was initiated when CRs were determined to be eligible. Among 41 eligible dyads, 36 dyads were recruited. Several challenges to the recruitment of these dyads for online studies were identified, including a low number of eligible dyads in certain hospitals and difficulty recruiting both the CR and the CG during the short hospital stay. Field nurses often had to make multiple trips to the hospital to meet with both the CR and the CG. Thus, when a subject unit is a dyad recruited from acute settings, the resources required for the recruitment may be more than doubled. These challenges could be successfully alleviated with careful planning...

Digital content development: the impact of global content development guidelines on the usability, readability and translatability of online user assistance documentation

Ryan, Lorcan
Fonte: University of Limerick Publicador: University of Limerick
Tipo: info:eu-repo/semantics/doctoralThesis; all_ul_research; ul_published_reviewed; ul_theses_dissertations
Português
Relevância na Pesquisa
26.28%
peer-reviewed; The original contribution to knowledge from this study is a set of evidence showing that the application of global content development guidelines (GCDGs) has a measurable impact on the human usability, readability and translatability of online user assistance (UA) documentation. A second important research input is the development of the Localisation Knowledge Repository (LKR), the first demonstrable system capable of both checking source content for guideline transgressions and using XML Localisation Interchange File Format (XLIFF) to add, store and reuse metadata throughout the entire global content development value chain. Although the fields of technical communication and localisation are not new, there is still no consensus, either in academia or industry, about which is the most effective technique to optimise documentation quality. This study investigates the impact that one such technique, the application of GCDGs, has on three quality aspects of the online UA documentation that correspond the requirements of a global audience: human usability, readability, and translatability. A mixed method approach is taken, employing seven different research methods: systematic analysis, online survey, feasibility study...

There Goes Gravity : How eBay Reduces Trade Costs

Lendle, Andreas; Schropp, Simon; Olarreaga, Marcelo; Vézina, Pierre-Louis
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Português
Relevância na Pesquisa
26.12%
This paper compares the impact of distance, a standard proxy for trade costs, on eBay and offline international trade flows. It considers the same set of 62 countries and the same basket of goods for both types of transactions, and finds the effect of distance to be on average 65 percent smaller on the eBay online platform than offline. Using interaction variables, this difference is explained by a reduction of information and trust frictions enabled through online technology. The analysis estimates the welfare gains from a reduction in offline frictions to the level prevailing online at 29 percent on average. Remote countries that are little known, with weak institutions, high levels of income inequality, inefficient ports, and little internet penetration benefit the most, as online markets help overcome government and offline market failures.

Buyer and Supplier Activation - Guide : Electronic Government Procurement

Asian Development Bank; Inter-American Development Bank; World Bank
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Português
Relevância na Pesquisa
26.12%
This guide concerns the challenges, implementation, and training connected to the introduction of electronic government (e-GP) procurement. A successful strategy for e-GP requires that a marketplace be created. The idea of a marketplace differs between countries but for the purposes of this discussion recognises that e-GP requires that government buyers and suppliers (either contracted or uncontracted) come together and interact online, where previously they interacted through diverse means including newspapers, faxes, written correspondence, etc. In the transition to e-GP, buyers will need to learn new job skills and undergo some reorientation to procurement as a strategic function. Activation of suppliers too is critical to the implementation of e-GP. Attracting a wider range of suppliers to the government procurement market is an important success factor in strategic procurement planning. Training requirements for buyers exist at two levels. The first is procurement career development for those who will manage e-GP. If procurement is to be managed as a strategic issue then the fact that procurement staff are often a population that has received little training needs to be addressed. The second training requirement is to address the needs of staff who will be involved in the day to day operation of the e-procurement process. A summary of some of the training agenda is outlined in the annexes of this guide.

Supporting GHG Mitigation Actions with Effective Data Management Systems

Partnership for Market Readiness
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Trabalho em Andamento
Português
Relevância na Pesquisa
26.18%
The Partnership for Market Readiness (PMR) is a global partnership, which provides funding and technical assistance to support the design and development of market-based instruments to reduce greenhouse gas (GHG) emissions. The PMR is country-led and builds on countries own mitigation priorities. It emphasizes improving technical and institutional capacity to scale up mitigation efforts, including domestic emissions trading, crediting mechanisms and carbon taxes, among others. The report contains three parts. First, it provides an overview of the types of data management systems included in this analysis, namely, systems that support: (1) national level inventories, (2) facility-level reporting, and (3) carbon asset registries as well as other systems for clean energy and energy efficiency policies. The first part also provides a snapshot of four cases studies (the United Kingdom, Australia, the United States, Germany; Annexes to this report includes full descriptions of the case studies). Secondly, the report presents lessons learned from the case studies...

Towards the automated recognition of assistance need for drivers with impaired visual field; Zur automatischen Erkennung des Assistenzbedarfs von Fahrzeugführern mit Gesichtsfelddefekten

Kasneci, Enkelejda
Fonte: Universität Tübingen Publicador: Universität Tübingen
Tipo: Dissertação
Português
Relevância na Pesquisa
36.36%
Mobility enabled through driving is a crucial aspect of today’s social lives. It concerns young and elderly people and is critical for those among us suffering from visual field defects. Since driving primarily involves visual input, such people are often considered as unsafe drivers and banned from driving, although several recent studies, including our own, provide evidence that even severe visual field defects can be compensated through effective visual search strategies. In this context, this work pursues the challenging vision of adaptive driving assistance systems that take the visual deficits of the driver into account to enable a safer driving experience. The main challenges towards this vision are: (1) individual analysis and detection of visual field defects, (2) online analysis of visual search behavior, and (3) integrated analysis of visual deficits, search behavior, and traffic objects to identify and draw the driver’s attention towards potential hazards. Each of the above challenges is approached by customized methods. For (1), a mobile method for the assessment of the visual field and an algorithm for the recognition of the type of the visual field defect are proposed. For (2), an online probabilistic method is combined with algebraic analysis of the driver’s gaze. For (3)...

“Big Data, Big Red II, Data Capacitor II, Wrangler, Jetstream, and Globus Online: Jetstream – a national science & engineering cloud"

Stewart, Craig A.
Fonte: Universidade de Indiana Publicador: Universidade de Indiana
Tipo: Conferência ou Objeto de Conferência
Português
Relevância na Pesquisa
35.94%
The presentation describes Jetstream and its relevance to Big Data.; This research was supported in part by the National Science Foundation through Award ACI-1445604. This research was supported in part by the Indiana University Pervasive Technology Institute, which was established with the assistance of a major award from the Lilly Endowment, Inc.

Big Data, Big Red II, Data Capacitor II, Wrangler, Jetstream, and Globus Online

Stewart, Craig A.
Fonte: Indiana University Publicador: Indiana University
Tipo: Conferência ou Objeto de Conferência
Português
Relevância na Pesquisa
35.94%
The presentation describes Jetstream and its role in Big Data.; This research was supported in part by the National Science Foundation through Award ACI-1445604. This research was supported in part by the Indiana University Pervasive Technology Institute, which was established with the assistance of a major award from the Lilly Endowment, Inc.

Analysis of the Tuition Assistance Program: does the method of instruction matter in TA classes?

Mehay, Stephen L.; Pema, Elda
Fonte: Monterey, California. Naval Postgraduate School Publicador: Monterey, California. Naval Postgraduate School
Tipo: Relatório Formato: xiii, 92 p.: ill.;28 cm.
Português
Relevância na Pesquisa
26.28%
The Navy's Tuition Assistance (TA) program subsidizes the tuition costs of off-duty college classes for Navy personnel. Although prior studies have investigated the effect of completing college courses via TA on enlisted retention and promotion (Mehay and Pema, 2009), no prior study has examined the effect of the instructional methods in the courses taken via TA. Interest in course delivery methods has been stimulated by the rapid growth in online TA classes. This study analyzes the effects of completing TA-supported college courses on promotion and retention, and whether the mode of instruction in the courses is important. We also analyze how student learning and course completion varies by mode of instruction. Our analyses recognize the potential biases that arise from self-selection of students into courses, and we statistically adjust for individual heterogeneity in estimates of the impact of online and traditional classes. We find that completion rates and student grades are lower in online classes than in traditional classes. Overall, reenlistment rates are higher for those who complete their TA classes, versus those who fail or withdraw from their classes. However, reenlistment effects are greater for TA students who pass online courses than for those who pass traditional classes. Similarly...

ICT Indicators and Implications for Methods for Assessing Socioeconomic Impact of ICT

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Economic & Sector Work :: Policy Note; Economic & Sector Work
Português
Relevância na Pesquisa
26.23%
This report is being delivered pursuant to the agreement (Agreement) between the Ministry of Communications and Information Technology of the Arab Republic of Egypt (MCIT) and the World Bank (Bank) for the provision by the Bank of technical assistance (RTA) to MCIT and certain of its affiliates. One of those affiliates is the Information Technology Industry Development Authority (ITIDA). When it comes to designing and implementing ICT policies, the availability of proper indicators is key to efficiency and effectiveness. However, the indicators should go further, and should help policymakers also to measure how well the sector or projects are performing, provide an assessment over time on the status of a project, program, or policy, promote credibility and public confidence by reporting on the results of programs, provide in-depth information about public sector performance, help formulate and justify budget requests, and identify potentially promising programs or practices for duplication or scalability. Thus...

ATENDIMENTO ONLINE POR CHAT: ADEQUANDO OS SERVIÇOS DE BIBLIOTECA A UM NOVO PÚBLICO

Santana, Anderson de; Tanganini, Elena Aparecida; Faquim, Elza Maria Rosa Bernardo; Ribeiro, Fernanda Cezar; Pereira, Rosangela Rodrigues; Santana, Solange Alves
Fonte: Rio de Janeiro Publicador: Rio de Janeiro
Tipo: Aula
Português
Relevância na Pesquisa
46.26%
O trabalho relata a experiência da Biblioteca Virginie Buff D’Ápice da Faculdade de Medicina Veterinária e Zootecnia da Universidade de São Paulo (FMVZ/USP) na implantação do sistema de atendimento online por chat e analisa estatística e qualitativamente os 527 atendimentos realizados entre Agosto de 2009 e Junho de 2010. Além disso, apresenta o impacto direto desse sistema na readequação do Serviço de Atendimento ao Usuário; This paper reports the experience of Virginie Buff D'Ápice Library from School of Veterinary Medicine and Animal Science of University of São Paulo regarding the introduction of the online attendance by chat and analyses statistically and in a qualitative manner the 527 requests made between August 2009 and June 2010. Moreover, it shows the impact of this system on the rearrangement on user's library services

Distributed Online Learning via Cooperative Contextual Bandits

Tekin, Cem; van der Schaar, Mihaela
Fonte: Universidade Cornell Publicador: Universidade Cornell
Tipo: Artigo de Revista Científica
Português
Relevância na Pesquisa
26.23%
In this paper we propose a novel framework for decentralized, online learning by many learners. At each moment of time, an instance characterized by a certain context may arrive to each learner; based on the context, the learner can select one of its own actions (which gives a reward and provides information) or request assistance from another learner. In the latter case, the requester pays a cost and receives the reward but the provider learns the information. In our framework, learners are modeled as cooperative contextual bandits. Each learner seeks to maximize the expected reward from its arrivals, which involves trading off the reward received from its own actions, the information learned from its own actions, the reward received from the actions requested of others and the cost paid for these actions - taking into account what it has learned about the value of assistance from each other learner. We develop distributed online learning algorithms and provide analytic bounds to compare the efficiency of these with algorithms with the complete knowledge (oracle) benchmark (in which the expected reward of every action in every context is known by every learner). Our estimates show that regret - the loss incurred by the algorithm - is sublinear in time. Our theoretical framework can be used in many practical applications including Big Data mining...

An Assessment of Information & Assistance Services For Seniors Needing Long-term Care in North Carolina: What has changed and what comes next for the Aging Network?

Hayes, Ariel
Fonte: Universidade Duke Publicador: Universidade Duke
Tipo: Masters' project
Publicado em 22/04/2011 Português
Relevância na Pesquisa
26.54%
Policy Question: How should North Carolina’s Aging Network provide information and assistance services so that all older adults (and their caregivers) looking for long-term care receive appropriate guidance? Introduction: Information and Assistance (I&A) programs inform, counsel and connect people seeking long-term care with services that could meet their needs. The Older Americans Act mandated that every Area Agency on Aging (of which there are 17 in North Carolina) establish I&A programs in their region. North Carolina has 42 I&A programs registered with the Division of Aging and Adult Services; more counties offer these services without OAA funds. As the population ages, more people will need a well-informed, local agency is critical to help them navigate the long-term care system and access services. Older adults and their families face such a complicated array of choices and decisions – about not only health care, but also housing, finances, and basic household tasks. Ten years ago, the North Carolina Institute of Medicine (NCIOM) delivered its report, “A Long-Term Care Plan for North Carolina: Final Report” to the North Carolina Department of Health and Human Services (DHHS). Early in its deliberations, the Task Force concluded “one of its goals would be to propose a system that would allow consumers to find their way into and through the system with ease.” Once the state was awarded a Real Choice Systems Grant...