1. Traditional Approach Using Questionnaires

2. 2 Introduction  Questionnaires  for acquiring large amount of information  Questionnaires allow us to study:  Attitudes  what people in organization want  Beliefs  what they think it is true  Behavior  what they do  Characteristics  properties of them

3. 3 Introduction (continue..)  Questionnaires can be used for:  Acquiring information before conducting interview  Gaining information in order to prove fact found in interview  Acquire information on:  how do users feel about the current system?  Is there any problem remained unsolved?  what people expect from a new (or modified) system?  Doesn’t involve face-to-face interaction like interview, but planning the questionnaires still requires lots of times

4. 4 Writing Questions  Questions must be carefully decide  In interview, we still have a chance to refine our questions, but NOT in questionnaires  Two types of questionnaires:  Open-Ended Questions  Questions should lead to answer(s) that can be easily (and correctly) interpreted  Questions should be lead to a specific direction of answer  Closed Questions  should only be used when system analyst be able to effectively list all possible responses to the question  all possible responses should be mutually exclusive

5. 5 Opened vs Closed Questions

6. 6 Using scales in questionnaires  Scaling = process of assigning numbers or symbols to an attribute for measuring it.  Four measurement scales:  Nominal  Use for classifying things, without ranking  Ordinal  Use for classifying things, with ranking  Do not concern with differences between numbers  Interval  Assume that intervals between each of the number are equal  Ratio  Same as interval scales, but also contain absolute zero

7. 7 When should a scaling method be used?  Nominal scale  if we want to classify things, but they cannot be ranked  Ordinal scale  if all choices can be ranked, but not possible to assume equal interval  Interval scale  if equal scale can be assumed, but no absolute zero  Ratio scale  if equal scale can be assumed, and there is an absolute zero

8. 8 Scaling issues  Leniency  issue: respondent tend to rate everything identically  solution: move the problem choice to the middle  Central tendency  issue: respondent tend to rate everything as average  solution: create scale with more points  Halo effect  issue: respondent tend to carries impression s/he has with one question to the next.  e.g., prefer report “A”, so everything about “A” is always good  solution: compare several targets on one page.  e.g., ask their feeling about several reports on one page.