The telephone interviewer's handbook: how to conduct standardized conversations
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
San Francisco, Calif.
Jossey-Bass
2007
|
| Schlagworte: | |
| Online-Zugang: | Table of contents only Publisher description Contributor biographical information Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XIX, 315 S. |
| ISBN: | 9780787986384 |
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| 264 | 1 | |a San Francisco, Calif. |b Jossey-Bass |c 2007 | |
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| 650 | 4 | |a Enquêtes par téléphone | |
| 650 | 4 | |a Entretiens | |
| 650 | 7 | |a Telefonische enquêtes |2 gtt | |
| 650 | 4 | |a Études de marché | |
| 650 | 4 | |a Telephone surveys | |
| 650 | 4 | |a Market surveys | |
| 650 | 4 | |a Interviewing | |
| 650 | 0 | 7 | |a Telefoninterview |0 (DE-588)4184646-1 |2 gnd |9 rswk-swf |
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Datensatz im Suchindex
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| adam_text | CONTENTS
Figures, Tables, and Exhibits ix
Preface xv
Acknowledgments xvii
About the Author xix
1 Introduction 1
Why Have Surveys at All? 3
Why Have Interviewers? 9
The Basic Survey Process 10
How Telephone Surveys Compare to Other Survey Modes 14
Interviewers and Survey Error 18
Summing Up 25
2 Who Conducts Surveys? 26
Types of Survey Organizations 26
What You Should Know About Your Survey Employer 28
What Your Survey Employer Needs from You 42
v
vi Contents
What Your Survey Employer Does Not Need from You 46
Summing Up 47
3 Survey Professionalism 49
Ethics in Survey Research 49
Codes of Ethics 55
Federal Government Requirements 69
Unethical Pseudosurveys and Laws Protecting Your Work 72
Research on Survey Research 75
Summing Up 76
4 What to Expect in Telephone Interviewer Training 79
General Telephone Interviewer Training 79
Project-Specific Training 83
Refresher Training 93
Summing Up 94
5 Calling 96
Getting Ready 96
Dialing 98
Call Disposition Codes 100
Leaving Messages for the Next Interviewer 116
Scheduling Callbacks 11 7
Summing Up 121
6 Introducing the Standardized Interview 122
Controlling Your Voice 122
A Person Answers the Telephone 127
Respondent Selection 129
The Survey Introduction 1 33
Refusals 155
Refusal Conversion 160
Unusual Situations 168
Summing Up 170
Contents vii
7 Asking Questions in the Standardized Interview 172
About Survey Questions 1 72
Print Conventions 1 73
How Respondents Answer Survey Questions 186
Guidelines for Asking Questions in the Standardized Interview 188
Summary Guidelines for Asking Questions 203
Probing 203
Race Categories 212
Ethnicity Categories 213
Recording Respondents Answers 224
Unusual Circumstances While Conducting Interviews 228
Ending the Interview 231
Summing Up 233
8 What to Expect in the Survey Workplace 234
Workplace Settings 234
Workplace Routines 238
Communication with Your Employer 246
Employment Status, Pay, and Benefits 247
Workplace Policies 249
What to Expect from Interviewer Supervisors 257
Summing Up 264
9 Concluding Comments 265
Appendix A: Glossary 267
Appendix B: Example Forms 284
Notes 288
Bibliography 292
Index 309
FIGURES, TABLES, AND EXHIBITS
Figures
5.1 Types of Telephone Calls, by Type of Dial and Type of Call 98
6.1 Diagram of Poor Voice Pitch 125
6.2 Diagram of Better Voice Pitch 125
7.1 A Reminder to Stop Saying OK Between Questions 200
8.1 Three Neutral Body Postures for Sitting at an Interviewer
Workstation 238
Tables
1.1 Examples of Telephone Survey Research Projects 5
1.2 Commonly Used Acronyms and Abbreviations in Survey
Research 24
2.1 Questions and Answers About Your Survey Employer 36
5.1 AAPOR Final Disposition Codes for RDD Telephone Surveys, with
Explanations and Instructions for Use 103
5.2 In-Progress or Temporary Call Disposition Codes for Telephone
Surveys 111
ix
x Figures, Tables, and Exhibits
6.1 How to Address Respondents Questions and Concerns 137
6.2 Identifying and Addressing Respondents Reluctance to
Participate 144
6.3 Avoiding Introductory Questions That Reluctant Respondents Can
Answer with No 154
6.4 Suggested Strategies for Handling Respondents Refusal-Related
Manners 163
7.1 Examples of Question Types 174
7.2 Errors Caused by Altered Words in Questions 190
7.3 Examples of Positive Feedback: Short, Long, Good, and Bad 198
7.4 Examples of Answers That Should Be Probed 205
7.5 Explanations and Probes for Hard-to-Code Industries 219
7.6 Explanations and Probes for Difficult-to-Code Occupations 221
7.7 Examples of Sufficient and Insufficient Occupation and Industry
Answers, with Comments and Suggested Probes 223
7.8 Summary of Probing Do s and Don ts 224
8.1 Standards of Conduct and Violations of Standards 251
8.2 Typical Steps in a Formal Disciplinary Procedure 257
8.3 Indicators of Interviewer Performance 260
Exhibits
1.1 Why Are Sensitive Topics Easier to Discuss on the Telephone? 15
2.1 Major U.S. Survey Firms and Organizations 29
2.2 Summary of What Survey Employers Need and Do Not Need from
Telephone Interviewers 42
3.1 Major U.S. Survey-Related Professional Associations and Their Web
Sites 53
3.2 AAPOR Code of Professional Ethics and Practices 57
3.3 CASRO Code of Standards and Ethics for Survey Research 60
3.4 Survey Respondents Bill of Rights 68
3.5 Example of an Interviewer Pledge of Professional Ethics 70
4.1 Interviewing Behaviors Likely to Be Tested 82
4.2 Answers to Respondents Common Questions About the
Transportation Needs and Issues Survey 86
4.3 CASRO s Suggested Responses to Respondents Questions and
Complaints 88
6.1 Example of a Survey Introduction 134
6.2 Interviewers Comments About Successful Refusal Conversions 167
Figures, Tables, and Exhibits xi
7.1 Examples of Closed-Ended Questions 179
7.2 Examples of Open-Ended Questions 181
7.3 Examples of Combination Questions 182
7.4 Examples of Answer Categories 185
7.5 Examples of Fill, Optional Language, and Probes 194
7.6 Examples of Industry and Occupation Survey Questions 217
7.7 Examples of Answers to an Open-Ended Question 229
B. 1 Schedule Request Form 285
B.2 Daily Interviewer Work Schedule 286
B.3 Check-In Time Sheet 287
B.4 Data Correction Report 287
|
| adam_txt |
CONTENTS
Figures, Tables, and Exhibits ix
Preface xv
Acknowledgments xvii
About the Author xix
1 Introduction 1
Why Have Surveys at All? 3
Why Have Interviewers? 9
The Basic Survey Process 10
How Telephone Surveys Compare to Other Survey Modes 14
Interviewers and Survey Error 18
Summing Up 25
2 Who Conducts Surveys? 26
Types of Survey Organizations 26
What You Should Know About Your Survey Employer 28
What Your Survey Employer Needs from You 42
v
vi Contents
What Your Survey Employer Does Not Need from You 46
Summing Up 47
3 Survey Professionalism 49
Ethics in Survey Research 49
Codes of Ethics 55
Federal Government Requirements 69
Unethical Pseudosurveys and Laws Protecting Your Work 72
Research on Survey Research 75
Summing Up 76
4 What to Expect in Telephone Interviewer Training 79
General Telephone Interviewer Training 79
Project-Specific Training 83
Refresher Training 93
Summing Up 94
5 Calling 96
Getting Ready 96
Dialing 98
Call Disposition Codes 100
Leaving Messages for the Next Interviewer 116
Scheduling Callbacks 11 7
Summing Up 121
6 Introducing the Standardized Interview 122
Controlling Your Voice 122
A Person Answers the Telephone 127
Respondent Selection 129
The Survey Introduction 1 33
Refusals 155
Refusal Conversion 160
Unusual Situations 168
Summing Up 170
Contents vii
7 Asking Questions in the Standardized Interview 172
About Survey Questions 1 72
Print Conventions 1 73
How Respondents Answer Survey Questions 186
Guidelines for Asking Questions in the Standardized Interview 188
Summary Guidelines for Asking Questions 203
Probing 203
Race Categories 212
Ethnicity Categories 213
Recording Respondents' Answers 224
Unusual Circumstances While Conducting Interviews 228
Ending the Interview 231
Summing Up 233
8 What to Expect in the Survey Workplace 234
Workplace Settings 234
Workplace Routines 238
Communication with Your Employer 246
Employment Status, Pay, and Benefits 247
Workplace Policies 249
What to Expect from Interviewer Supervisors 257
Summing Up 264
9 Concluding Comments 265
Appendix A: Glossary 267
Appendix B: Example Forms 284
Notes 288
Bibliography 292
Index 309
FIGURES, TABLES, AND EXHIBITS
Figures
5.1 Types of Telephone Calls, by Type of Dial and Type of Call 98
6.1 Diagram of Poor Voice Pitch 125
6.2 Diagram of Better Voice Pitch 125
7.1 A Reminder to Stop Saying "OK" Between Questions 200
8.1 Three Neutral Body Postures for Sitting at an Interviewer
Workstation 238
Tables
1.1 Examples of Telephone Survey Research Projects 5
1.2 Commonly Used Acronyms and Abbreviations in Survey
Research 24
2.1 Questions and Answers About Your Survey Employer 36
5.1 AAPOR Final Disposition Codes for RDD Telephone Surveys, with
Explanations and Instructions for Use 103
5.2 In-Progress or Temporary Call Disposition Codes for Telephone
Surveys 111
ix
x Figures, Tables, and Exhibits
6.1 How to Address Respondents' Questions and Concerns 137
6.2 Identifying and Addressing Respondents' Reluctance to
Participate 144
6.3 Avoiding Introductory Questions That Reluctant Respondents Can
Answer with "No" 154
6.4 Suggested Strategies for Handling Respondents' Refusal-Related
Manners 163
7.1 Examples of Question Types 174
7.2 Errors Caused by Altered Words in Questions 190
7.3 Examples of Positive Feedback: Short, Long, Good, and Bad 198
7.4 Examples of Answers That Should Be Probed 205
7.5 Explanations and Probes for Hard-to-Code Industries 219
7.6 Explanations and Probes for Difficult-to-Code Occupations 221
7.7 Examples of Sufficient and Insufficient Occupation and Industry
Answers, with Comments and Suggested Probes 223
7.8 Summary of Probing Do's and Don'ts 224
8.1 Standards of Conduct and Violations of Standards 251
8.2 Typical Steps in a Formal Disciplinary Procedure 257
8.3 Indicators of Interviewer Performance 260
Exhibits
1.1 Why Are Sensitive Topics Easier to Discuss on the Telephone? 15
2.1 Major U.S. Survey Firms and Organizations 29
2.2 Summary of What Survey Employers Need and Do Not Need from
Telephone Interviewers 42
3.1 Major U.S. Survey-Related Professional Associations and Their Web
Sites 53
3.2 AAPOR Code of Professional Ethics and Practices 57
3.3 CASRO Code of Standards and Ethics for Survey Research 60
3.4 Survey Respondents' Bill of Rights 68
3.5 Example of an Interviewer Pledge of Professional Ethics 70
4.1 Interviewing Behaviors Likely to Be Tested 82
4.2 Answers to Respondents' Common Questions About the
Transportation Needs and Issues Survey 86
4.3 CASRO's Suggested Responses to Respondents' Questions and
Complaints 88
6.1 Example of a Survey Introduction 134
6.2 Interviewers'Comments About Successful Refusal Conversions 167
Figures, Tables, and Exhibits xi
7.1 Examples of Closed-Ended Questions 179
7.2 Examples of Open-Ended Questions 181
7.3 Examples of Combination Questions 182
7.4 Examples of Answer Categories 185
7.5 Examples of Fill, Optional Language, and Probes 194
7.6 Examples of Industry and Occupation Survey Questions 217
7.7 Examples of Answers to an Open-Ended Question 229
B. 1 Schedule Request Form 285
B.2 Daily Interviewer Work Schedule 286
B.3 Check-In Time Sheet 287
B.4 Data Correction Report 287 |
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| spelling | Gwartney, Patricia A. Verfasser aut The telephone interviewer's handbook how to conduct standardized conversations Patricia A. Gwartney San Francisco, Calif. Jossey-Bass 2007 XIX, 315 S. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Enquêtes par téléphone Entretiens Telefonische enquêtes gtt Études de marché Telephone surveys Market surveys Interviewing Telefoninterview (DE-588)4184646-1 gnd rswk-swf (DE-588)4151278-9 Einführung gnd-content Telefoninterview (DE-588)4184646-1 s DE-604 http://www.loc.gov/catdir/toc/ecip074/2006035832.html Table of contents only http://www.loc.gov/catdir/enhancements/fy0741/2006035832-d.html Publisher description http://www.loc.gov/catdir/enhancements/fy0741/2006035832-b.html Contributor biographical information HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016315286&sequence=000008&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Gwartney, Patricia A. The telephone interviewer's handbook how to conduct standardized conversations Enquêtes par téléphone Entretiens Telefonische enquêtes gtt Études de marché Telephone surveys Market surveys Interviewing Telefoninterview (DE-588)4184646-1 gnd |
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| title | The telephone interviewer's handbook how to conduct standardized conversations |
| title_auth | The telephone interviewer's handbook how to conduct standardized conversations |
| title_exact_search | The telephone interviewer's handbook how to conduct standardized conversations |
| title_exact_search_txtP | The telephone interviewer's handbook how to conduct standardized conversations |
| title_full | The telephone interviewer's handbook how to conduct standardized conversations Patricia A. Gwartney |
| title_fullStr | The telephone interviewer's handbook how to conduct standardized conversations Patricia A. Gwartney |
| title_full_unstemmed | The telephone interviewer's handbook how to conduct standardized conversations Patricia A. Gwartney |
| title_short | The telephone interviewer's handbook |
| title_sort | the telephone interviewer s handbook how to conduct standardized conversations |
| title_sub | how to conduct standardized conversations |
| topic | Enquêtes par téléphone Entretiens Telefonische enquêtes gtt Études de marché Telephone surveys Market surveys Interviewing Telefoninterview (DE-588)4184646-1 gnd |
| topic_facet | Enquêtes par téléphone Entretiens Telefonische enquêtes Études de marché Telephone surveys Market surveys Interviewing Telefoninterview Einführung |
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