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The Telephone Interviewer's Handbook: How to Conduct Standardized Conversations

The Telephone Interviewer's Handbook: How to Conduct Standardized Conversations

Patricia A. Gwartney

ISBN: 978-0-787-98638-4

Apr 2007, Jossey-Bass

336 pages

Select type: Paperback

In Stock

$40.00

Description

"Survey organizations should make this handbook an integral part of their training of telephone interviewers. It covers in a clear and direct manner all aspects of the interviewing process and incorporates the latest knowledge about what makes effective interviewers in today’s challenging survey environment."
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

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List of Exhibits and Figures.

Preface.

Acknowledgements.

About the Author.

1. Introduction.

2. Who Conducts Surveys?

3. Survey Professionalism.

4. What to Expect in Telephone Interviewer Training.

5. Calling.

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.

Notes.

Bibliography.

Index.

This step-by-step approach to training telephone interviewers covers best practices and key methods applicable to all social research efforts.

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.