List of Exhibits and Figures.

Preface.

Acknowledgements.

Author biography.

Chapter 1. Introduction.

Who is this Book for and Why?

Why Have Surveys at All?

Why Have Interviewers?

The Basic Survey Process.

How Telephone Surveys Compare to Other Survey Modes.

Interviewers and Survey Error.

Summing Up.

Chapter 2. Who Conducts Surveys?

Types of Survey Organizations.

What You Should Know about Your Survey Employer.

What Your Survey Employer Needs from You.

What Your Survey Employer Does Not Need from You.

Chapter 3. Survey Professionalism.

Ethics in Survey Research.

The Role of Professional Associations.

Codes of Ethics.

Government Requirements.

Unethical Pseudo-Surveys and Laws Protecting Your Work.

Research on Survey Research.

Summing Up.

Chapter 4. What to Expect in Telephone Interviewer Training.

General Telephone Interviewer Training.

Project-Specific Training.

Refresher Training.

Summing Up.

Chapter 5. Calling.

Getting Ready.

Dialing.

Call Disposition Codes.

Leaving Messages for the Next Interviewer.

Scheduling Callbacks.

Summing Up.

Chapter 6. Introducing the Standardized Interview.

Controlling Your Voice.

A Person Answers the Telephone.

Respondent Selection.

The Survey Introduction.

Addressing Potential Respondents’ Questions and Concerns.

Refusals.

Refusal Conversion.

Unusual Situations.

Summing Up.

Chapter 7. Asking Questions in the Standardized Interview.

About Survey Questions.

How Respondents Answer Survey Questions.

Guidelines for Asking Questions in the Standardized Interview.

Probing.

Recording Respondents’ Answers.

Unusual Circumstances While Conducting Interviews.

Ending the Interview.

Summing Up.

Chapter 8. What to Expect in the Survey Workplace.

Workplace Settings.

Workplace Routines

Communication with Your Employer.

Employment Status, Pay, and Benefits.

Workplace Policies.

What to Expect from Interviewer Supervisors.

Summing Up.

Chapter 9. Concluding Comments.

Appendix A: Glossary.

Appendix B: Example Forms.

Bibliography.

Index.