Richard A. Krueger

ABOUT US

FOCUS GROUP
INTERVIEWING

EVALUATION

STORY-TELLING

LINKS

HOME

1. Give the respondent advance notice
• If possible, inform the respondents in writing one week before the telephone interview that they will be invited to participate in a study
• If the respondents are youth, be sure to inform parents in advance of the telephone interview
2. Ask questions in a manner that is suitable for a telephone interview
• Questions should be short and clearly stated
• Sequence the questions so that they are logical to the respondent
• Ask background and demographic questions at the end of the survey
• When questions are potentially sensitive, provide more background as to why it is needed, ask for answers in broad categories, or make the response optional
• Ask conversational questions, avoid technical terms or jargon
3. Prepare the interview form with questions and response choices
• Make multiple copies of the interview script with questions and response choices and use a separate form for each interview. Have respondent's name or ID number on the form.
• Design the format so that it is easy for the interviewer to read
• Use lower-case letters for questions and other things that are said to the respondent
• Use upper-case letters and [braces] for special messages to the interviewer
4. Response categories should be appropriate
• Limit the number of response choices for each question (They have to remember the choices)
• Limit the number of different response categories within the interview (Respondents find it easier if the response choices are similar)
• Response categories should be logical and sequential
• Avoid rating questions (unless they are limited to 3 or 4 items)
5. Use a friendly interviewer with a conversational script
• The interviewers must be upbeat and friendly and be able to smoothly read the script
• Introduction is critical (who is calling, sponsor, purpose, etc.)
• Practice the introduction on colleagues or friends before your first call
6. Set up logistics
• Develop a coding system to avoid calling the same person twice
• Each caller should have a list of people to call, along with "replacements" if contact cannot be made
• If there is no answer make 3 attempts at different times of the day before you move on to a replacement on the list
• If there is an answering machine, leave a brief message that you've called and try calling back later. After 3 attempts, move on to a replacement.
• If the respondent is not available, inquire if there is a better time to call back
• If the respondent doesn't want to participate, thank him/her for listening and move on to a replacement
7. Remember to use "Informed Consent"
• "May I proceed?" "Is it OK to begin?"

References

Dillman, Don A. (1978) Mail and telephone surveys. New York: Wiley.

Frey, James. (1983) Telephone surveys. Newbury Park, CA: Sage.

Back to EVALUATION