A Qualitative Evaluation of Contact Centre Dietitian Support and Electronic Motivational Messaging for eaTracker My Goals Users
Publication: Canadian Journal of Dietetic Practice and Research
31 January 2018
Abstract
Purpose: To conduct a qualitative evaluation of adjunct supports (brief motivational messaging regarding goals delivered by email/website, contact centre dietitian assistance) offered by EatRight Ontario (ERO) for users of a website-based nutrition/activity goal setting/tracking feature (eaTracker “My Goals”).
Methods: One-on-one semi-structured interviews were conducted with My Goals users in Ontario (n = 18) and Alberta (n = 5) recruited via the eaTracker website and ERO contact centre dietitians (n = 5). Interview transcripts were analyzed using content analysis.
Results: Participants had mixed experiences and perspectives with ERO motivational messaging. Messages targeted towards specific goals (e.g., tips, recipes) were generally well-liked, and generic messages (e.g., eaTracker login reminders) were less useful. No interviewed users had contacted ERO dietitians regarding goals, and dietitians reported encountering few callers asking for assistance while using My Goals. Limited user knowledge was one explanation for this finding. Participants provided suggestions to enhance these supports.
Conclusion: Electronic motivational messaging and contact centre dietitian assistance have the potential to support achievement of goals set with website-based features. When considering using electronic messaging, researchers and practitioners should consider message content and delivery tailoring. Marketing that focuses on how contact centre dietitians can assist website users with their goals is needed when services are used in naturalistic settings.
Résumé
Objectif : Mener une évaluation qualitative des mesures de soutien complémentaires (brefs messages de motivation relatifs aux objectifs envoyés par courriel/un site Web, assistance offerte par des diététistes du centre de contacts) offertes par Saine alimentation Ontario (SAO) aux utilisateurs d’un outil Web de nutrition/établissement d’objectifs d’activité physique/suivi (« Mes objectifs » de ProfilAN).
Méthodes : Des entrevues individuelles semi-structurées ont été menées auprès d’utilisateurs de Mes objectifs de l’Ontario (n = 18) et de l’Alberta (n = 5) recrutés par l’entremise du site Web ProfilAN et de diététistes du centre de contacts de SAO (n = 5). Les transcriptions d’entrevues ont été étudiées au moyen d’une analyse de contenu.
Résultats : Les expériences et perspectives des participants relativement aux messages de motivation de SAO étaient partagées. En effet, les messages ciblant des objectifs précis (p. ex. conseils, recettes) étaient en général appréciés, alors que les messages génériques (p. ex. les rappels d’ouverture de session ProfilAN) étaient considérés comme moins utiles. Aucun des utilisateurs consultés n’avait contacté les diététistes de SAO quant aux objectifs, et, selon les diététistes, peu d’appelants demandaient de l’aide pour utiliser Mes objectifs. Ce résultat pourrait entre autres s’expliquer par les connaissances limitées des utilisateurs. Les participants ont donné des suggestions pour améliorer ces mesures de soutien.
Conclusions : Les messages de motivation électroniques et l’aide des diététistes du centre de contacts peuvent favoriser l’atteinte des objectifs fixés à l’aide d’outils Web. Au moment d’envisager l’utilisation de la messagerie électronique, les chercheurs et cliniciens devraient prendre en considération la personnalisation du contenu et du mode de diffusion du message. Lorsque les services sont utilisés dans un contexte naturaliste, il est nécessaire d’employer des méthodes de marketing précisant comment les diététistes de centres de contacts peuvent aider les utilisateurs de sites Web à atteindre leurs objectifs.
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Sources of financial support: This study was funded by EatRight Ontario/Dietitians of Canada. Jessica Lieffers was funded by a Cancer Care Ontario/CIHR Training Grant in Population Intervention for Chronic Disease Prevention: A Pan-Canadian Program (Grant #53893, 2014-15), CIHR Doctoral Research Award (2011-14), and University of Waterloo President’s Graduate Scholarship (2011-14).
Conflicts of interest: The authors declare that they have no competing interests.
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Published In
Canadian Journal of Dietetic Practice and Research
Volume 79 • Number 2 • June 2018
Pages: 67 - 73
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Version of record online: 31 January 2018
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© 2018.
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Jessica R.L.LieffersPhD, RD, HelenHaresignMSC, RD, FDC, ChristineMehlingMSC, RD, Jose F.ArochaPhD, and Rhona M.HanningPhD, RD, FDC. 2018. A Qualitative Evaluation of Contact Centre Dietitian Support and Electronic Motivational Messaging for eaTracker My Goals Users. Canadian Journal of Dietetic Practice and Research.
79(2): 67-73. https://doi.org/10.3148/cjdpr-2017-035
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1. Engagement, Innovation, and Impact in a Dietitian Contact Centre: The EatRight Ontario Experience
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