The Telephone Interviewer's Handbook: How to Conduct Standardized Conversations
April 2007, Jossey-Bass
—David R. Johnson, professor of sociology, human development and family studies, and demography and former director of the Survey Research Center, Penn State University and the Bureau of Sociological Research, University of Nebraska-Lincoln
About the Author.
2. Who Conducts Surveys?
3. Survey Professionalism.
4. What to Expect in Telephone Interviewer Training.
6. Introducing the Standardized Interview.
7. Asking Questions in the Standardized Interview.
8. What to Expect in the Survey Workplace.
9. Concluding Comments.
Appendix A: Glossary.
Appendix B: Example Forms.
Patricia A. Gwartney, Ph.D., is professor of sociology at the University of Oregon, Eugene. An internationally known expert in the field of survey research, she was the founding director of the University of Oregon Survey Research Laboratory (OSRL).
It describes interviewers’ responsibilities, their key role in the survey process, and how to motivate them.
Topics include respondent selection procedures, addressing respondents’ concerns, how to read survey questions, feedback, how to recognize and avoid bias, and how to handle refusals.
The book reviews types of surveys, the interviewer’s role, research on survey research, ethics, laws that protect telephone interviewing, and respondents’ rights.
—David R. Johnson, professor of sociology, human development and family studies, and demography and former director of the Survey Research Center, Penn State University and the Bureau of Sociological Research, University of Nebraska-Lincoln.
"Offers a vast wealth of knowledge and wisdom regarding best
practices for conducting standardized telephone interviews and
fills an important gap in the literature. Will be of great value
both to rookie interviewers and seasoned researchers."
—Timothy Johnson, director, University of Illinois at Chicago Survey Research Laboratory
"Gwartney's logic, confidence, and experience will inspire
confidence and hope in interviewers, supervisors, and trainers. All
three groups can employ the recommended strategies to increase
—Molly Longstreth, director, Survey Research Center, University of Arkansas
"Everything an interviewer and supervisor has to know, but was
afraid to ask! Gwartney's book is a wonderful contribution to the
enhancement of survey quality."
—Dr. Edith de Leeuw, Department of Methodology and Statistics, Utrecht University
"The book will help both those who train new interviewers and
new interviewers. No published material describes the interviewing
experience and the value of active listening as well as this
—John M. Kennedy, director, Center for Survey Research, Indiana University
"Gwartney's years of experience shine through these pages. She's
covered all the bases of real-world telephone interviewing, and
done so in a tone of voice that will resonate with both novice and
—Thomas M. Guterbock, director, Center for Survey Research, University of Virginia
" . . . . combines a unique experience both as a practitioner
and as an academic, which makes this book the most relevant tool
not only in the hands of interviewers but also of survey
researchers who want to better understand the practice of survey
—Claire Durand, professor and former survey research director, Département of Sociologie, Université de Montréal