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EPA Satisfaction Survey |
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EPA |
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| MID: |
UpZB94sModktFY0hAdNJlg== |
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9.25.09 |
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| Model questions utilize the ACSI methodology to determine scores and impacts |
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ELEMENTS (drivers of satisfaction) |
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CUSTOMER SATISFACTION |
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FUTURE BEHAVIORS |
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Content (1=Poor, 10=Excellent, Don't Know) |
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Satisfaction |
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Likelihood to Return (1=Very Unlikely, 10=Very Likely) |
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Please rate the accuracy of information on this site. |
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What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied) |
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How likely are you to return to this site? |
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Please rate the quality of information on this site. |
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How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds) |
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Recommend (1=Very Unlikely, 10=Very Likely) |
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Please rate the freshness of content on this site. |
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How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close) |
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How likely are you to recommend this site to someone else? |
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Functionality (1=Poor, 10=Excellent, Don't Know) |
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Primary Resource (1=Very Unlikely, 10=Very Likely) |
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Please rate the usefulness of the features provided on this site. |
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How likely are you to use this site as your primary resource for obtaining information from this agency? |
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Please rate the convenience of the features on this site. |
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Trust (1=Strongly Disagree, 10=Strongly Agree) |
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Please rate the variety of features on this site. |
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I can count on this company to act in my best interests. |
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Look and Feel (1=Poor, 10=Excellent, Don't Know) |
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I consider this company to be trustworthy. |
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Please rate the visual appeal of this site. |
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This company can be trusted to do what is right. |
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Please rate the balance of graphics and text on this site. |
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Future Participation (1=Very Unlikely, 10=Very Likely) |
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Please rate the readability of the pages on this site. |
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How likely are you to express your thoughts or ideas to this agency in the next 90 days? |
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Navigation (1=Poor, 10=Excellent, Don't Know) |
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Please rate how well the site is organized. |
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Please rate the options available for navigating this site. |
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Please rate how well the site layout helps you find what you are looking for. |
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Please rate the number of clicks to get where you want on this site. |
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Site Performance (1=Poor, 10=Excellent, Don't Know) |
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Please rate how quickly pages load on this site. |
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Please rate the consistency of speed from page to page on this site. |
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Please rate the ability to load pages without getting error messages on this site. |
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Online Transparency (1=Poor, 10=Excellent, Don't Know) |
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Please rate how thoroughly this website discloses information about what this agency is doing. |
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Please rate how quickly agency information is made available on this website. |
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Please rate how well information about this agency's actions can be accessed by the public on this website. |
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Search (1=Poor, 10=Excellent, Don't Know) |
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Please rate the relevance of search results on this site. |
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Please rate the organization of search results on this site. |
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Please rate how well the search results help you decide what to select. |
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Please rate how well the search feature helps you to narrow the results to find what you want. |
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| EPA Satisfaction Survey |
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red & strike-through: DELETE |
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| EPA |
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underlined & italicized: RE-ORDER |
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| MID: |
UpZB94sModktFY0hAdNJlg== |
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pink: ADDITION |
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| Date: 9/25/2009 |
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blue + -->: REWORDING |
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| EPA CUSTOM QUESTION LIST |
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QID
(Group ID) |
Skip Logic Label |
Question Text |
Answer Choices
(limited to 50 characters) |
Skip to |
Type (select from list) |
Single or Multi |
Required
Y/N |
Special Instructions |
25 character limit. Leave blank if you want DOT to fill this part out.
CQ Label |
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| AED08917 |
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For this visit to the EPA Web site, which of the following best describes you? |
Business |
A |
Radio Button One Up Vertical |
Single |
Y |
OPS Group |
Role |
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Federal government |
B |
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State government |
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Local government |
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Educator (teacher, professor) |
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Librarian |
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Scientist |
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Student |
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Parent/adult helping a child |
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General public |
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Other, please specify: |
C |
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| AED08918 |
C |
Please specify your role in visiting this website: |
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Text area, no char limit |
Single |
N |
OPS Group |
Other Role |
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| AED08919 |
A |
Which of the following best describes your work? |
Regulated company/entity |
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Business Work |
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EPA contractor |
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Contractor for other federal agency |
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Other, please specify: |
D |
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| AED08920 |
D |
Please specify your business role: |
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Text area, no char limit |
Single |
N |
OPS Group |
Other Work |
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| AED08921 |
B |
Are you an EPA employee? |
Yes |
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Radio button, one-up vertical |
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EPA employee |
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No |
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| AED08922 |
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How frequently do you use the EPA.gov Web site? |
Daily |
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Radio Button One Up Vertical |
Single |
Y |
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Frequency |
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Weekly |
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Monthly |
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A couple of times a year |
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About once a year |
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This is my first time |
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| AED08923 |
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When coming to the EPA site, did you know the exact page or application (page with information about a specific place, i.e.. MyEnvironment, PRI Explorer and EnviroFacts) you were looking for? |
Yes, I knew the exact page/application I wanted |
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Radio button, one-up vertical |
Single |
Y |
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EPA Page |
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I had a good idea of the pages I wanted |
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No, I was looking for a specific topic, but didn't know what I'd find |
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No, I was just browsing the site |
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| AED08924 |
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Please check each of the following tools you used to locate information on the site today: |
Search box |
A |
Checkbox, one-up vertical |
Multi |
Y |
OPS Group |
Tools to Locate Info |
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Advanced search |
A |
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Left navigation bar |
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Resources |
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A-Z Index |
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Browse all topics |
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Did not use any of these tools |
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Other, please specify: |
B |
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| AED08925 |
B |
Please specify the other tools you used to locate information. |
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Text area, no char limit |
Single |
N |
OPS Group |
Other Tools Locate |
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| AED08926 |
A |
Which of the following best describes your experience with the Search Tools? |
I did not encounter any difficulties/search worked well |
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Radio button, one-up vertical |
Single |
N |
OPS Group |
Search Tools |
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Returned too many results |
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Returned results that were similar/redundant |
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I was not sure what words to use in my search |
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Search required too many refinements to get what I wanted |
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Search returned no results at all |
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Other, please specify: |
C |
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| AED08927 |
C |
Please describe your experience with the search tool: |
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Text area, no char limit |
Single |
N |
OPS Group |
Other Search Tool |
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| AED08928 |
A |
When using the search feature, did you use the Blue Folders to help narrow your search? |
No, did not use the folders. |
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Radio button, one-up vertical |
Single |
N |
OPS Group |
Blue Folders |
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Yes and the folders helped to narrow my search. |
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Yes, but the folders did not help narrow my search. |
D |
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| AED08929 |
D |
Could you please briefly explain why the blue folders did not help with narrowing your search: |
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Text area, no char limit |
Single |
N |
OPS Group |
Other Blue folders |
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| AED08930 |
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Which of the following best describes your navigation experience on the site: |
I did not have difficulty navigating the site |
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Radio button, one-up vertical |
Single |
Y |
OPS Group |
Navigation |
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I had difficulty navigating the site |
A |
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| AED08931 |
A |
Which of the following navigation difficulties did you have: |
Could not navigate back to previous information |
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Checkbox, one-up vertical |
Multi |
N |
OPS Group |
Navigation Difficulties |
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Would often feel lost, not know where I was |
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Links did not take me where I expected |
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Links/labels are difficult to understand |
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Too many links or navigational choices |
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Had technical difficulties (e.g. broken links, error messages) |
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Other, please specify: |
B |
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| AED08932 |
B |
Please describe the difficulty you had with navigating the site today: |
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Text area, no char limit |
Single |
N |
OPS Group |
Other Nav |
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| AED08933 |
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If you visited the EPA home page, did the tools on the page help you find the information you wanted? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
OPS Group |
Home Page |
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No |
A |
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I did not visit the EPA homepage |
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| AED08934 |
A |
Are there any changes to the EPA home page that would help you in locating information on the site? |
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Text area, no char limit |
Single |
N |
OPS Group |
Other Home Page |
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| AED08935 |
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Did you find the information you were looking for today? |
Yes |
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Find What Looking For |
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Partially |
A |
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No |
A |
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| AED08936 |
A |
If you did not find all the information you were looking for, what couldn't you find? |
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Text area, no char limit |
Single |
N |
OPS Group |
Did Not Find |
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| AED08937 |
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Which of the following topics best describes the reason for your visit today? |
Air |
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Radio Button One Up Vertical |
Single |
Y |
OPS Group |
Reason for Visit |
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Water |
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Waste/Pollution |
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Chemicals |
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Climate change |
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UVindex |
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Fuel/Oil |
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Living Green |
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Human Health |
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Mold |
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Pesticides |
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Radon |
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Recycling |
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Lead, mercury, metals |
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Laws and regulations |
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Science and technology (for example models, methods, data etc.) |
B |
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Grants and contracts |
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Careers and employment |
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Other, please specify: |
A |
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| AED08938 |
A |
Please specify the other topic that best describes the reason for your visit. |
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Text area, no char limit |
Single |
N |
OPS Group |
Other Topic looking For |
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B |
Please describe the specific science/technology topic you are on the site for: |
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Text area, no char limit |
single |
N |
OPS Group |
Specific Science/Tech Topic |
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| AED08939 |
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Which of the following best describes the type of information you were looking for? |
Data and statistics |
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Radio Button One Up Vertical |
Single |
Y |
SKIP |
Information Looking For |
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Basic environmental information |
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Prevention |
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Cleanup |
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Safety information |
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Policy |
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Regulations |
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Educational materials |
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Ways to save resources and energy |
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Information to help support a purchase (for example Energy Star, auto fuel efficiency) |
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Information about the environment where I live |
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Information about the environment (air quality, beach safety) in a place I will be traveling to |
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Information about companies and corporations |
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Other, please specify: |
A |
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| AED08940 |
A |
Please specify the other type of information you were looking for. |
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Text area, no char limit |
Single |
N |
SKIP |
Other Looking For |
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| AED08941 |
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In the last three months, have you done any of the following: [Please select all that apply]: |
Browsed a Web site using my mobile phone / device |
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Checkbox One Up Vertical |
Multi |
Y |
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Done In Past 3 Months |
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Received text messages or sent text messages using my mobile phone |
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Used personalized web pages (such as My Yahoo!) |
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Participated in online social networks (such as MySpace, Facebook, etc.) |
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Read blogs or Wikis |
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Wrote a blog or contributed to Wikis |
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Obtained EPA information using a mobile phone or device |
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Tweeted |
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Listened to podcasts or audio on a Web site |
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Watched videos on a Web site |
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Uploaded videos to a Web site (such as YouTube) |
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Browsed through photo galleries |
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Subscribed to RSS feeds |
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Signed up to receive email updates from a website |
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None of the above |
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| AED08942 |
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How would you rate your familiarity with social media on the web?
Bookmark or tag website (Digg or Del.icio.us) |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Tag |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08943 |
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Podcasts or audio on the web |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Audio |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08944 |
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Online social networks (FaceBook, MySpace) |
View and contribute often |
|
Drop down |
Single |
N |
Adjust template/style sheet |
SM_Social Networks |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08945 |
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Virtual worlds (Second Life) |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Virtual Worlds |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08946 |
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Comments, ratings, or reviews (Epinions) |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Comments |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08947 |
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Blogs or wikis |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Blogs |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08948 |
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Vodcasts or videos on the web (YouTube) |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Videos |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08949 |
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Personalized web pages (MyYahoo!, iGoogle) |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Personal |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08950 |
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RSS feeds/Listservs |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_RSS |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08951 |
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Microblog (Twitter) |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Micro |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08952 |
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Other |
View and contribute often |
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Drop down |
Single |
N |
Adjust template/style sheet |
SM_Other |
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View often and contribute occasionally |
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View often but don’t contribute |
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View and contribute occasionally |
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View occasionally but don’t contribute |
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No familiarity |
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| AED08953 |
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How would you most like to interact with this site? (Please select all that apply) |
Bookmark or tag pages |
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Checkbox, one-up vertical |
Multi |
N |
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SM_Preferred |
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In social networks |
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In virtual worlds |
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By adding comments, ratings, or reviews |
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Reading blogs |
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Contributing to wikis |
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Receiving newsletters/email updates |
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Subscribing to RSS feeds |
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Listening to Podcasts or audio |
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Watching Vodcasts or video |
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Adding a widget or gadget to my personalized page |
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Following a microblog |
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Other (please specify) |
A |
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| AED08954 |
A |
Please specify the other way in which you would like to interact with this site: |
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Text area |
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N |
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OE_Preferred SM |
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| AED08955 |
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What is the highest level of education you have completed? |
High school or less |
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Radio Button One Up Vertical |
Single |
Y |
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Education |
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Some college |
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College degree |
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Advanced degree |
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Prefer not to answer |
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| AED08956 |
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What is your gender? |
Male |
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Radio Button One Up Vertical |
Single |
Y |
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Gender |
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Female |
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Prefer not to answer |
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| AED08957 |
|
If you are accessing this site from within the United States, in which state are you located? |
Alabama |
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Drop down, select one |
Single |
Y |
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State |
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Alaska |
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Arizona |
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Arkansas |
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California |
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Colorado |
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Connecticut |
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Delaware |
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District of Columbia |
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Florida |
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Georgia |
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Hawaii |
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Idaho |
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Illinois |
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Indiana |
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Iowa |
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Kansas |
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Kentucky |
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Louisiana |
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Maine |
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Maryland |
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Massachusetts |
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Michigan |
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Minnesota |
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Mississippi |
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Missouri |
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Montana |
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Nebraska |
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Nevada |
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New Hampshire |
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New Jersey |
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New Mexico |
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New York |
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North Carolina |
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North Dakota |
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Ohio |
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Oklahoma |
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Oregon |
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Pennsylvania |
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Rhode Island |
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South Carolina |
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South Dakota |
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Tennessee |
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Texas |
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Utah |
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Vermont |
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Virginia |
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Washington |
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West Virginia |
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Wisconsin |
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Wyoming |
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Accessing Site from outside the United States |
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| AED08958 |
|
How did you find the EPA site? |
Search engine |
|
Radio Button Two Up Vertical |
Single |
Y |
OPS Group |
Find Site |
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Referral or links from other sites |
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Media/news story |
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Word of mouth |
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Site bookmarked |
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Email subscriptions/RSS feeds |
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Blogs |
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Podcasts |
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Received environmental information via mobile phone |
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Facebook, MySpace |
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Second Life, Whyville |
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Twitter |
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YouTube |
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Other, please specify: |
A |
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| AED08959 |
A |
Please specify how you found this site |
|
|
Text area, no char limit |
Open |
N |
OPS Group |
Other Find Site |
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| AED08960 |
|
If you could run the EPA website for one day, what is the first thing you would do? |
|
|
Text area, no char limit |
Single |
N |
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Improvement |
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