Using Computers for Written Communication: Examining correlates of clients'/caregivers' satisfaction

摘要

Client satisfaction is an important measure of quality of services (Larsen et al.,1979). In the past 10 years, several studies have been done in the area of assistive technology to investigate clients' needs, preferences, and satisfaction with using assistive devices (Phillips & Zhao, 1993; Scherer, 1986; Lane, Usiak, Moffat & Scherer, 1996). Reported factors, which are thought to be related to clients' satisfaction with assistive technology include, for example, cost of devices, physical effort in using them, convenience, availability of support, and effectiveness in meeting clients' needs (Galvin & Scherer, 1996). In the area of face-to-face communication, a survey has been developed to evaluate clients' perceptions of success and satisfaction with using recommended voice output devices (Haaf & Preece, 1996). To date, no research has been done to address what factors may be related to clients' satisfaction in the area of written communication. It is important to demonstrate clients' satisfaction with augmentative communication services, and to identify factors that are related to satisfaction, in order to show the quality of services and also to justify dollars spent on specialized equipment and access customization.