Before implementing any evaluation procedure it is important to define what is to be measured. Some possible questions the evaluation should answer: Is the hotline being operated in an efficient and cost-effective manner? Are clients’ legal problems that can be solved being solved by the hotline? Are the clients receiving some benefit from the hotline in addition to the actual outcome? (Such as greater understanding of the issue, opportunity to be heard, help in preventing future problems) Each program may have additional goals of its own. The tools used in evaluating each program or part of a program should be designed for the purpose.