Date of Award


Degree Name

Master of Arts



First Advisor

Dr. Howard E. Farris

Second Advisor

Dr. Brad Huitema

Third Advisor

Dr. David Lyon

Access Setting

Masters Thesis-Open Access


The procedures for making initial client appointments at a family planning clinic were manipulated to increase the number of kept appointments. Receptionists and counselors made appointments on the two appointment forms used. Questions on the appointment sheet varied depending on the age of the caller. The 1,432 women participating in the study were placed into three groups (a) 19 years of age and under (b) 20 to 30 years of age and (c) 31 years of age and over. The results showed that the occupation of the person making the appointment at the agency did not affect the number of kept appointments as much as the appointment form used. Women 19 years of age and under kept more appointments when the longer appointment form was used; women 20 years of age and over kept more appointments when the short appointment form was used.