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

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

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

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

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

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?

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

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

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

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 Email complaint from customers who visit the web site Face to face interaction with customers Returned goods

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

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

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

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?

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

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

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,

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

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

Pyramid Structure Interview Example

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

Funnel Structure Interview Example

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

Diamond Structure Interview Example

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

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

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

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

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

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

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

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

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

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

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

Interview Report Form