Given the highly fragmented systems users face in many jurisdictions, clear and regular communication can often address users' highest level of concerns and relieve anxiety. Clearer communication can also prevent users from feeling like they need to register multiple times, or in multiple places.
Use a system to communicate with people after they register: email, text, calls.
Include a process for people to see where they stand in line within the system. Even if further back in line, just being able to see where they stand within the system lets the user know that they are not being ignored, forgotten, or lost.
Ensure there is one location people can visit and have that information updated daily.
"Make it so everyone could have access to the same information. Because I know people who have gotten vaccines because they knew to check certain things."
"I think every social service office needs to be telling people. I think it needs to be on billboards on the more impoverished side of town.... The people that can afford to jump the line...they're getting their vaccines."
Often, the patient receiving the vaccine may not be the primary point of contact for the appointment. There are a myriad of reasons for this: accessibility issues, lack of technical fluency, language barriers, lack of resources (e.g. laptop, smartphone, or even time). Allow a secondary point of contact to be easily established.
"Many don't have the mobility in their hands to do this.... [One person the vaccine hunter group is helping] has arthritis in her fingers. They're bent over...There is just no way that she could type! Even phone calls. Like she can't really get to her phone calls because her fingers just don't allow it. "
"The translation of the sites: horrendous. No-one is proofreading them. No-one is checking the level of Spanish. No-one is checking the accuracy."
"[My mother's] tech-fluency is not that great...she couldn't [schedule an appointment] herself."
Unfortunately, simply having a website is insufficient. To maximize outreach, especially to underserved communities and those disproportionately affected, we recommend having both a digital presence and a call center for people to contact for help. In addition, offering multiple channels of communication (web, email, text, call) and allowing users to select their preferences has the greatest chance of minimizing accessibility issues. There are still cases where these channels may fail, and more proactive methods may be necessary. For example, San Francisco Health Network, the public healthcare system for the City and County of San Francisco, offers walk-in vaccination sites for qualifying individuals. Thus, individuals who have problems jumping through the various hoops still have an option if they cannot find the help to overcome resource barriers.
"I gave up doing it online at that point...and then I started pursuing phone calls and that is how I ultimately got my appointment.... I called individual sites."
Another example of proactive outreach methods is United in Health in San Francisco, an academic-community-city partnership organization which actually goes door-to-door to collect information of people specifically in their community. The information collected is then used to prioritize and reserve slots for walk-up appointments at their vaccination site.