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APHA Scientific Session and Event Listing

Patricia A. President, MLS and Danielle M. Sassone. Center for Health Program Support, Constella Group, 8401 Colesville Road, Suite 200, Silver Spring, MD 20910, 301-562-1010, ppresident@constellagroup.com

E-mail is one of the most pervasive health communication channels for reaching geographically and economically dispersed communities. Anyone with Internet access at home, school, work, or at a public library can establish a free e-mail account. Any public health agency or organization that hosts a Web site and features a “contact us” page is inviting questions from the public. These contacts may include comments about your Web site, requests for clarification, and depending on your site's focus, personal health questions or concerns. Users seeking answers are looking to your organization as a credible source of reliable health information. As an information provider you have a responsibility to deliver accurate information in a timely manner, to preserve the confidentiality of the requestor, and to communicate key health messages using tone and language appropriate to the requestor.

Properly constructed e-mail messages can help patients and caregivers better understand and manage conditions, diseases, and the medications that help treat them; give people the knowledge to make informed decisions about their health care or lifestyle choices; or correct misconceptions and allay fears during a crisis or emergency.

We will outline a process for implementing a successful e-mail inquiry response program that includes 4 essential components: needs assessment, content development, quality assurance, metrics and reporting. The e-mail solution is based on principles and practices used in support of multiple national health communications initiatives on a myriad of health topics including avian flu, HIV/AIDS, school health, diabetes, West Nile virus, nutrition and physical activity.

Learning Objectives: At the end of this session the participant will be able to

• Define e-mail’s potential role in health education and health communications programs
• Describe the components of effective e-mail communication targeted to diverse public audiences
• Apply a process to develop a successful e-mail solution tailored to public health programs

Keywords: Health Communications, Health Education Strategies

Presenting author's disclosure statement:

Any relevant financial relationships? No