Programmatic Form and Visitor Contact Documents (LAVO)

National Park Service
U.S. Department of the Interior
OMB Control Number 1024-0224
Current Expiration Date:8-31-2014

Social Science Program
Programmatic Approval for NPS-Sponsored Public Surveys
1.

2.

Project Title: Visitor Services Project (VSP) Survey for Lassen
Volcanic National Park (LAVO)

Submission Date:

1-10-2012

Abstract: A mail back questionnaire will be used to collect information from visitors at Lassen
Volcanic National Park (LAVO) during the winter and summer of 2012. The survey will
be used to gather information concerning visitor satisfaction about the park’s services
and facilities. The data will assist park managers in developing and providing services
and facilities that meet visitors’ needs and expectations. The information will also be
shared with park partners and gateway communities to assist in mutual planning
efforts. A questionnaire will be used to systematically collect data that will include
information on trip/visit characteristics (e.g. activities, evaluation of park
services/facilities, perceptions of park experiences, and opinions on park
management).
(not to exceed 150 words)

3.

Principal Investigator Contact Information
First Name:
Title:
Affiliation:
Street Address:
City:
Phone:
Email:

4.

Margaret
Last Name: Littlejohn
NPS Visitor Services Project (VSP) Director
NPS Visitor Services Project, PSU, College of Natural Resources, University of Idaho
6th & Line Streets, Room 17B
Moscow
State: ID
Zip code: 83844-1139
208-885-7863
Fax: 208-885-4261
[email protected]

Park or Program Liaison Contact Information
First Name:
Title:
Park:
Park
Office/Division:
Street Address:
City:
Phone:
Email:

Karen
Last Name: Haner
Chief, Interpretation & Education
Mount Rainier National Park
Interpretation and Education
P.O. Box 100
Mineral
State: CA
Zip code: 96063
530-595-4444x5148
Fax: 530-595-3262
[email protected]

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Project Information
5. Park(s) For Which Research is to be Conducted:
6. Survey Dates:

Winter
Summer

1/12/2012
8/6/2012

Lassen Volcanic National Park
TO
TO

1/18/2012
8/12/2012

7. Type of Information Collection Instrument (Check ALL that Apply)

Mail-Back

On-Site
Questionnaire

Survey Justification:
(Use as much space
as needed; if
necessary include
additional
explanation on a
separate page.)

Social science research in support of park planning and management is
mandated in the NPS Management Policies 2006 (Section 8.11.1, “Social
Science Studies”). The NPS pursues a policy that facilitates social science studies
in support of the NPS mission to protect resources and enhance the enjoyment
of present and future generations (National Park Service Act of 1916, 38 Stat
535, 16 USC 1, et seq.). NPS policy mandates that social science research will be
used to provide an understanding of park visitors, the non-visiting public,
gateway communities and regions, and human interactions with park
resources. Such studies are needed to provide a scientific basis for park
planning, development.

Questionnaire
Other (explain)
8.

Face-to-Face
Interview

Telephone
Survey

Focus Groups

Lassen Volcanic National Park is in the process of starting its first Long Range
Interpretive Plan. A visitor survey at this time would be beneficial in planning
for visitor services and needs, in addition to helping the park management
understand the impacts of the new developments that have taken place in the
last ten years. The study results will be used to implement projects and
programs outlined in the park’s General Management Plan, 2009 Strategic
Management Plan and the new Long Range Interpretive Plan. There is a special
emphasis for inclusion of park stakeholders and partnerships that will expand
the outreach of the park for visitors, gateway communities, and associated
marketing efforts. Study findings will be used as follows:
• As inputs into planning documents(e.g., General Management Plan,
Long Range Interpretive Plan, and Visitor Experience and Resource
Protection (VERP))
• To design interpretive and educational programs to match visitor
interests and needs.
• For the design of future visitor facilities or renovations of existing
facilities.
• To evaluate visitor behavior for potential impacts on natural and
cultural resources.
• To determine whether concession services in parks are meeting
visitor needs.
• To help local businesses and governments better understand how
visitors are contributing economically to the area.
The mail-back questionnaire used in this study is designed to collect data that
2

will include
• individual characteristics,
• trip/visit characteristics,
• individual activities,
• individual evaluation of park services/facilities,
• individual perceptions of their park experiences, and
• individual opinions on park management
Park visitors will be randomly selected to participate in the study as they visit
selected park locations during a 7 day period during the winter and summer
visitation periods.
9.

Survey
Methodology: (Use
as much space as
needed; if
necessary include
additional
explanation on a
separate page.)

(a) Respondent Universe:
The respondent universe for this collection will be all recreational visitors, age
(16 and older), who visit the park during the study periods. A systematic
sample of visitors will be contacted by VSP-trained interviewers at the
Southwest entrance station, Manzanita entrance station, Warner Valley, and
Butte Lake.
(b) Sampling Plan/Procedures:
The survey design and sampling plan for this collection of information is based
upon Dillman's Tailored Design Method (TDM). The TDM has been shown to
increase response rates, improve accuracy, and reduce cost, and respondent
burden. The methodology has been used in 245 previous surveys conducted by
the NPS Visitor Services Project (VSP). Most questions have been included in
other VSP questionnaires or appear in the current NPS Known Pool of
Questions. A systematic sampling procedure will be based on the park’s
visitation statistics from the previous year and will require intercepting every
nth visitor group to participate in the study.
Each interviewer will receive 1-1/2 hours of training on how to conduct
interviews. This training will cover every aspect of interviewing, including
conducting the interviews using sampling intervals, avoiding sampling bias, and
how to handle all types of interviewing situations, including safety of the
visitor and the interviewer. Quality control will be ensured by monitoring
interviewers in the field, and by checking their paperwork at the end of each
day of surveying.
Park visitors will be intercepted at Southwest, Manzanita entrance stations,
Warner Valley and Butte Lake during two seven-day periods (from 1/12 to 1/18
and 8/6 to 8/12 in 2012) as they enter the park. The number of questionnaires
distributed at each location will be stratified according to visitation statistics of
the same month in 2011. No survey will be distributed at Butte Lake and
Warner Valley in January survey due to seasonal closure.
(c) Instrument Administration:
The initial contact with visitors will be used to explain the study and determine
if visitors are interested in participating. This should take approximately 1
minute. If a group is encountered, the survey interviewer will ask the individual
3

within the group who has the next birthday to serve as the respondent for the
study. At this point, the survey respondent will be asked four questions to
collect information that will be used in the non-response bias analysis (see
questions below). The respondent will also be asked to record their name,
address, and phone number or email address on the survey log. Finally the
respondent will be given a stamped, addressed questionnaire to complete and
mail back to the Visitor Services Project. The number of visitors refusing to
participate will be recorded and used to calculate the overall response rate for
the collection.
All participants will be mailed a thank you/reminder post card within 11
working days after initial on-site contact. A reminder letter with a stamped,
addressed replacement questionnaire will be sent to all non-respondents 21
working days after initial on-site contact. A second reminder letter will be
mailed after 35 working days with a stamped, addressed replacement
questionnaire.
(d) Expected Response Rate/Confidence Levels:
A total of 450 winter and 708 summer visitors will be contacted during the
sampling periods. Based on previous and nearly identical studies conducted by
the VSP, 414 winter and 650 summer (92%) visitors will agree to participate in
the survey. The number of refusals will be recorded and reported in a survey
log, and will be used in calculating the response rate.
We expect that 306 winter and 480 summer visitors (68%) will complete and
return the questionnaires by mail. This response rate was estimated based on
previous survey in 1999 at the park. Based on the day-use survey sample size,
there will be 95% confidence that the day-use survey findings will be accurate
to within 5 percentage points. Thus, the proposed sample size will be adequate
for bivariate comparisons and will allow for comparisons between study sites
and more sophisticated multivariate analysis if deemed necessary. For
dichotomous response variables, estimates will be accurate within the margins
of error and confidence intervals will be somewhat larger for questions with
more than two response categories.
Number of
Initial Contacts
Winter
Summer
Total

450
708
1,158

Expected
Response
Rate
68%
68%

Expected
Number of
Responses
306
480
786

Margin of
Error +/%
5%
5%

(e) Strategies for dealing with potential non-response bias:
During the initial contact, the interviewer will ask all visitor four questions
taken from the survey. These questions will be used in a non-response bias
analysis.
1) What type of group are you traveling with today?
2) (If with an organized group-tours, school, etc.) How many people are
in your group?
4

3) How did this visit to Lassen Volcanic NP fit into your travel plans?
(Was this your primary destination, one of several destinations, not
a planned destination?)
4) How old is the person who will complete the questionnaire?
Responses will be recorded on a log for every visitor contacted and agree to
answer the questions. Results of the non-response bias check will be described
in a report and the implications for park planning and management will be
discussed.
(f) Description of any pre-testing and peer review of the methods and/or
instrument (recommended):
The questionnaire format and many of the questions have been used in 245
previous VSP survey instruments. The questions in this survey are taken from
the currently approved list of questions in NPS Pool of Known Questions (OMB
1024-0224; Current Expirations Date: 8-31-2014). All questions were reviewed
by NPS managers and university professors. Any variations of the questions
were reviewed and approved by NPS Information Collection Review
Coordinator.
10

Burden Estimates:

We plan to approach at least 450 (winter season) and 708 (summer
season) individuals during the respective sampling periods (n=1,158).
With an anticipated response rate of 68%, we expect to receive 786 total
responses for this collection.
We expect that the initial contact time will be at least one minute per
person (1,158 x 1 minute = 19 hours). We expect that 94 (8%) visitors will
refuse to participate during the initial on-site contact, for those
individuals we will record their reason for refusal and ask them to answer
the four questions that will be used for the non-response check. This is
estimated to take no more than 2 minutes (94 x 2 = 3 hours) to complete
each session.
For those who agree to participate (n= 1064) we expect that 786 will
complete and return the survey, with that, an additional 20 minutes will
be required to complete the questionnaire (786 response x 20 minutes =
262 hours). The burden for this collection is estimated to be 284 hours.

Estimated Number of Contacts

Estimation of Time

Total Number of Initial
Contacts

1,158

Estimated Time (mins.) to
Complete Initial Contact

1

Estimated Burden Hours

19

Estimated number of
on-site refusals
Total Number of
Responses (Spring and
Summer – combined)

94

On-site Refusal/
nonresponse
Time to complete and
return surveys

2

Estimated Burden Hours

3

20

Estimated Burden Hours

262

786

Estimation of Respondent Burden

Total Burden

284

5

11.

Reporting Plan: The results of the studies will be presented in internal agency reports for NPS
managers. Response frequencies will be tabulated and measures of central
tendency computed (e.g., mean, median, mode, as appropriate).The reports will
be archived with the NPS Social Science Program for inclusion in the Social
Science Studies Collection; and will also be posted on the Park Studies Unit VSP
website at: http:/psu.uidaho.edu/vsp.reports.htm. Hard copies will be available
upon request. The economic data will be used to produce special reports for the
NPS covering overall use estimates and local economic impacts.

6

Visitor Services Project
Lassen Volcanic National Park

Introductory Script and Letters Used in Contacting On-site Visitors

Hello! The National Park Service is conducting a visitor survey at Lassen Volcanic National Park to get
your opinions about this park's programs and services. If you take a mail-back questionnaire, we would
like to receive a completed one back within a week if possible. It should take about 20 minutes to
complete once you get started. Which person in your group has the next birthday (at least 16 years
old)? Are you willing to participate?
IF NO: Would you be willing to answer a few quick questions? Thank you.
IF YES: Thank you—(ask and record responses to the questions below).

This should only take about two minutes. Who in your group (at least 16 years old) has
the next birthday?

1) What type of group are you traveling with today?
2) (If with an organized group-tours, school, etc.) How many people are in your group?
3) Was this park your primary destination? One of several destinations on this trip? Or was
this park not a planned destination on this trip?
4) How old is the person who will complete the questionnaire?
So we can thank you and remind you to mail back the questionnaire, please write your name,
address, and email address/phone number. Thank you. Be sure to mail the questionnaire—your
opinions are important!

1st follow-up printed on a scenic park postcard
(sent to all participants within 11 working days after initial on-site contact)
Dear Visitor:
Thank you for participating in the Lassen Volcanic National Park visitor study. We are
looking forward to hearing from you.
A select number of people were contacted for this study, so your opinions are very
important!
If you have already returned your questionnaire, thank you. If not, please mail it today.
After eight months, look for the survey results at: www.psu.uidaho.edu/vsp.reports.htm.
(Insert electronic signature here)
First, MI, Last, Superintendent
(Park name)

OMB Control Number 1024-0224
Current Expiration Date: 8-31-2014

2nd follow-up note and letter with replacement questionnaire
(sent to non-respondents 21 working days after initial on-site contact)

United States Department of the Interior
NATIONAL PARK SERVICE
Park Name
P.O. Box
City, ST Zip Code
IN REPLY
REFER TO:
Date
Dear Visitor:
The National Park Service would like to thank you for participating in the Lassen Volcanic
National Park visitor study. Only a select number of visitors were contacted, therefore each
visitor's opinions are very important.
If you have already returned your questionnaire, thank you. If you have not returned your
questionnaire, please mail it today. Unless your questionnaire was mailed in the last few days,
we would appreciate you completing the enclosed replacement questionnaire since we have not
received yours as of today.
In approximately eight months, the results of the visitor survey will be posted on the Visitor
Services Project website at www.psu.uidaho.edu/vsp.reports.htm.
If you have any questions regarding your questionnaire, please contact Margaret Littlejohn,
National Park Service Visitor Services Project Director by phone 208-885-7863 or email:
[email protected].
Thank you for sharing your opinions with us.
Sincerely,
(Insert electronic signature here)
First, MI. Last, Superintendent

OMB Control Number 1024-0224
Current Expiration Date:8-31-2014

3rd follow-up letter with replacement questionnaire
(sent to non-respondents 35 working days after initial on-site contact)

United States Department of the Interior

IN REPLY
REFER TO:

NATIONAL PARK SERVICE
Visitor Services Project
PSU, College of Natural Resources
University of Idaho
P.O. Box 441139
Moscow, Idaho 83844-1139

Date

I am writing about the visitor study at Lassen Volcanic National Park, in which you agreed to
participate. The waiting period for incoming questionnaires is almost over and we have not yet
received yours. I would appreciate you completing another one unless you mailed it within the
past few days.
The staff of Lassen Volcanic National Park is anxiously awaiting the survey results. They want
to use your ideas and opinions in making decisions about what services and programs to provide
for visitors in the future.
I urge you to complete the enclosed questionnaire and return it by (Month Day). Your
contribution to the success of this study is greatly appreciated.
In approximately eight months, the results of the visitor survey will be posted on the Visitor
Services Project website at www.psu.uidaho.edu/vsp.reports.htm.
Should you have questions regarding your questionnaire, please contact me by phone: (208)885-7863 or email: [email protected].
Sincerely,

Margaret Littlejohn
Director, Visitor Services Project

OMB Control Number 1024-0224
Current Expiration Date:8/31/2014

Lassen Volcanic National Park Survey Log
Day: M T W Th F Sa Su

Date: _____ / _____ , 201_

Interviewer _________________________________________

“Hello! The National Park Service is conducting a visitor survey at Lassen Volcanic National Park to get your opinions about this park's programs
and services. If you take a mail-back questionnaire, we would like to receive a completed one back within a week if possible. It should take
about 20 minutes to complete once you get started. Which person in your group has the next birthday (at least 16 years old)? Are you willing
to participate?
IF NO: Would you be willing to answer a few quick questions? Thank you.
IF YES: Thank you—ask and record responses to the questions below.
1) What type of group are you traveling with today?
2) (If with an organized group-tours, school, etc.) How many people are in your group?
3) Was this park your primary destination? One of several destinations on this trip? Or was this park not a planned destination on this trip?
4) How old is the person who will complete the questionnaire?

Group
Type

Group
Size

Primary
Destination?
(Y/N)

Age

Female

Gender and Age of
Respondent
Male

Time
Already rec'd
Questionnaire
(Y or N)

Interviewer
initials

Refused (Y or N)

So the superintendent can thank you (and remind you to mail back the questionnaire), please provide your name, address, phone number and
email address. Thank you. Be sure to mail the questionnaire—your opinions are important

OMB Control Number 1024-0224 Current Expiration Date: 8/31/2014

Reason for refusal

OMB Control Number 1024-0224
Current Expiration Date: 8/31/2014

Today’s date
ID

First name and last name

Park Name

ID

Mailing address

City

ID

Mailing address

State

Phone or email

Zip Code

Country

First name and last name

ID

Zip Code

Country

First name and last name

ID

Zip Code

Country

First name and last name

ID

Zip Code

Country

First name and last name

Phone or email

Phone or email

Zip Code

Country

First name and last name

City

State

Phone or email

Zip Code

Country

First name and last name

City

State

Phone or email

ID

Mailing address

City

State

Mailing address

State

Phone or email

Country

First name and last name

City

ID

Mailing address

City

Zip Code

Mailing address

State

Phone or email

Phone or email

ID

Mailing address

City

State

Mailing address

State

Phone or email

City

ID

Mailing address

City

Sampling site

First name and last name

Zip Code

Country

First name and last name

Mailing address

State

Zip Code

Country

City

Phone or email

State

Zip Code

Country

________
Sheet

________
Round

________
Initial