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In 2005 the UK government established a review of information, advice and guidance (IAG) services for adults in order to help facilitate the long-term objective outlined in the White Paper, ‘Skills: getting on in business, getting on in work’ (2005) (indexed at TD/IRD 88.162). This objective comprised a universally available, high quality and well-used service offering linked information, advice and guidance for adults covering jobs, qualifications, training and related support such as childcare. One part of the review involved conducting and evaluating a trial extension of the UfI/learndirect telephone guidance service to manage a substantially larger volume of calls, and to test a three-stage call-back and action planning model. This evaluation of the learndirect guidance trial aims to assess: how successful the trial has been in generating and meeting demand for telephone guidance; the feasibility of delivering guidance by telephone; how far short-term positive outcomes of guidance are achieved; and the cost-effectiveness of telephone guidance compared to face-to-face services.