1. Topics: Interviewing Question Type Interviewing techniques
Lecture 6
Topics:
Interviewing
Question Type
Interviewing techniques
Recording the interview

2. Reveal information about
Interviewing
An important method for collecting data on information system requirements
Reveal information about
Interviewee opinions
Interviewee feelings
About the current state of the system
Organizational and personal goals

3. Steps to Planning the Interview
Steps are:
Reading background material
Establishing interview objectives
Deciding whom to interview
Preparing the interviewee
Deciding on question types and structure

4. There are two basic types of interview questions:
Question Type
There are two basic types of interview questions:
Open-ended
Closed

5. Open-Ended Questions
Open-ended interview questions allow interviewees to respond how they wish, and to what length they wish
Open-ended questions are appropriate when the analyst is interested in breadth and depth of reply

6. Open-Ended Question Example
What are the critical objectives of your department?
Once the data are submitted via web site, how are they processed?
Describe the monitoring process that is available online.
What are the biggest frustration you have experienced during the transition to e-commerce?

7. Open-Ended Question Advantage
Open-Ended Questions
Put the interviewee at ease
Provide detail story
Reveal avenues of further questioning
Are more interesting for the interviewee

8. Open-Ended Question Disadvantage
Open-Ended Questions
May result in too much irrelevant detail
May take too much time
May lose control of the interview

9. Closed Interview Questions
Closed interview questions limit the number of possible responses
Closed interview questions are appropriate for generating precise, reliable data which is easy to analyze
The methodology is efficient, and it requires little skill for interviewers to administer

10. Closed Interview Question Example
On average, how many call does the call centre receive monthly?
List your top 2 priorities for improving the technology infrastructure.
Which of the following source of info is most valuable to you:
Completed customer complaint form
complaint from customers who visit the web site
Face to face interaction with customers
Returned goods

11. Closed Interview Question Advantage
Saving interview time
Getting to the point
Keeping control of the interview
Covering a large area quickly
Getting to relevant data

12. Closed Interview Question Disadvantage
Boring for the interviewee
Failure to obtain rich detail
Missing main ideas

13. Bipolar questions should be used carefully
Bipolar questions are those that may be answered with a ‘yes’ or ‘no’ or ‘agree’ or ‘disagree’
Bipolar questions should be used carefully

14. Bipolar Question Example
Do you use the web to provide information to vendor?
Do you agree or disagree that ecommerce on the web lacks security?
Is this form complete?

15. Probing questions elicit more detail about previous questions
The purpose of probing questions is to get more meaning, clarify or explain interviewee’s point

16. Probing Question Example
Why?
Can you give an example?
Will you elaborate on that for me?
What makes you feel that way?

17. Avoid leading questions that imply an answer
Question Pitfalls
Avoid leading questions that imply an answer
“You agree with other managers that inventory control should be computerized, don’t you?”
Avoid asking two questions at once
What decisions are made during a typical day and how do you make them?
These questions should be avoided because interviewees may answer only one question,

18. There are three basic ways of structuring interviews:
Question Sequencing
There are three basic ways of structuring interviews:
Pyramid Structure
starting with closed questions and working toward open-ended questions
Funnel Structure
starting with open-ended questions and working toward closed questions
Diamond Structure
starting with closed, moving toward open-ended, and ending with closed questions

19. Begins with close-ended questions
Pyramid Structure
Begins with close-ended questions
Expands by allowing open-ended questions and more generalized responses
Is useful if interviewees need to be warmed up to the topic or seem reluctant to address the topic

20. Pyramid Structure Interview Example

21. Begins with generalized, open-ended questions
Funnel Structure
Begins with generalized, open-ended questions
Concludes by narrowing the possible responses using closed questions
Provides an easy, non-threatening way to begin an interview
Is useful when the interviewee feels emotionally about the topic

22. Funnel Structure Interview Example

23. A diamond-shaped structure begins in a very specific way
Diamond Structure
A diamond-shaped structure begins in a very specific way
Then more general issues are examined
Concludes with specific questions
Is useful in keeping the interviewee's interest and attention through a variety of questions

24. Diamond Structure Interview Example

25. Recording the Interview
Interviews can be recorded with tape recorders or notes
Audio recording should be done with permission and understanding

26. Advantages of Audio Recording the Interview
Providing a completely accurate record of what each person said
Freeing the interviewer to listen and respond more rapidly
Allowing better eye contact and better rapport
Allowing replay of the interview for other team members

27. Disadvantages of Audio Recording the Interview
Possibly making the interviewee nervous and less apt to respond freely
Possibly making the interviewer less apt to listen since it is all being recorded
Difficulty in locating important passages on a long tape
Increasing costs of data gathering

28. Advantages of Note Taking During Interviews
It aids recall of important questions
It Helps recall of important interview
It shows interviewer interest in the interview
It demonstrates the interviewer's preparedness

29. Disadvantages of Note Taking During Interviews
Losing vital eye contact
Losing the train of conversation
Making the interviewee hesitant to speak when notes are being made
Causing excessive attention to facts and too little attention to feelings and opinions

30. Contact the interviewee and confirm the interview Dress appropriately
Before the Interview
Contact the interviewee and confirm the interview
Dress appropriately
Arrive a little early
Affirm that you are present and ready to begin the interview

31. Beginning the Interview
Shake hands
Remind them of your name and why you are there
Take out note pad, tape recorder
Make sure tape recorder is working correctly

32. Start with pleasant conversation, open-ended questions
Opening Questions
Start with pleasant conversation, open-ended questions
Listen closely to early responses

33. The interview should not exceed 45 minutes to one hour
During the Interview
The interview should not exceed 45 minutes to one hour
Make sure that you are understanding what the interviewee is telling you
Ask for definitions if needed
Use probing questions

34. Always ask “Is there anything else that you would like to add?”
Closing the Interview
Always ask “Is there anything else that you would like to add?”
Summarize and provide feedback on your impressions
Ask whom you should talk with next
Set up any future appointments
Thank them for their time and shake hands

35. Write as soon as possible after the interview
Interview Report
Write as soon as possible after the interview
Provide an initial summary, then more detail
Review the report with the respondent

36. Interview Report Form