CITATION AND COPYRIGHT INFORMATION:
Cite as: Dervin, B. (1995). Evaluation of the October 11, 1995 Pacific Bell customer notification and education plan on CPN delivery. Report submitted to the California Public Utility Commission, Commission Advisory and Compliance Division, San Francisco.
© Brenda Dervin (1995).

ABSTRACT:
In 1995, the California Public Utilities Commission asked Dervin to do evaluations of the proposed customer notification and education plans for the introduction of caller-ID into California telephone systems. The CPUC had mandated that a public communication campaign be launched by each telephone provider to their customers assuring informed consent. This report constitutes Dervin’s evaluation of the plan proposed by the largest of the providers—Pacific Bell. The report also includes an extensive set of recommendations that became the guiding principles and communication foci of the campaign as eventually launched.

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