Who Uses Service Directories?

Abstract

Because access to service information can be a crucial contingency for service use, this research uses the behavioral model of predisposing, enabling, and need factors to examine who used an information directory of health and human services that was distributed by mass mail. Data were collected from surveys mailed to 657 people aged 60 and older before and after service directory dissemination, and multiple logistic regression analyses examined the likelihood of different types of directory use. Respondents who were African American, were caregivers, or had transportation or personal assistance needs were most likely to seek information about community-based services. Enabling variables (directory packaging, prior service use, and awareness) and media-scanning predispositions also influenced remembering the directory and directory use for discretionary or nondiscretionary services. Although more research is necessary regarding why information is ignored or overlooked, older people are stimulated by the distribution of service directories to acquire information and to call agencies.