The new system, with an updated database storing all official circulars and measures related with SARS, can help operators explain the latest government policies to the public more precisely.

The system also enables operators to categorize the mood of each caller as "worried", "calm", "scared" or "need psychological help". Thus, officials can get an up-to-date analysis of residents' perspective about the current situation.

During a trial operation, operators logged some 57 percent of callers as "worried," 34 percent as "calm," and over three percent as "scared." Operators suggested nearly six percent of callers seek professional help.

(CRI. May 12, 2003)