Appendix P. Chart 2A. Client Mode of Accessing Information (Text Description)

This bar chart shows the percentage of clients who access information via four different modalities: self service, E-mail, chat and voice. For each mode, there are three bars representing three types of clients: "Worried Well," Providers, and the Symptomatic.

The chart indicates that for self service, approximately 40 percent of the "Worried Well," 20 percent of Providers, and 2 percent of the Symptomatic would access information via self service. Approximately 8 percent of "Worried Well" and providers and 1 percent of the symptomatic would access information via E-mail. Approximately 2 percent of "Worried Well," Providers, and the Symptomatic would access information via chat. And finally, approximately 50 percent of "Worried Well," 70 percent of Providers, and 95 percent of the Symptomatic, would access information via voice.

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Chart 2B. Contact Volumes by Channel of Choice and Segment Population (Text Description)

This pie chart shows how contact volumes might be segmented by channel of choice and by client segments requiring information regarding the event. Segment Population/Channel appears at the top. A key to the right of the pie lists the channels: Self Service Web, Self Service IVR, E-mail, Chat, and Voice. The portions of the pie correspond to the following contact volumes for each channel: 89 for Self Service Web, 267 for Self Service IVR, 62 for E-mail, 27 for Chat, and 445 for Voice.

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