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• W1522207834 abstract "The Telephone Interviewer's Handbook: How to Conduct Standardized Conversations by Patricia A. Gwartney 2007. San Francisco, CA: Jossey-Bass 336 pages, $25.00, Softcover Intended Audience(s): A, F, G, H, I, J Major Headings from the Table of Contents: Introductions; Who Conducts Surveys; Survey Professionalism; What to Expect in Telephone Interviewer Training; Calling; Introducing the Standardized Interview; Asking Questions in the Standardized Interview; What to Expect in the Survey Workplace; Concluding Comments How Is the Book Most Useful for Its Intended Audience? This book is most useful if used to gain familiarity with the Research and Survey Industry and more specifically the Telephone Interviewer position. It is a resource that any telephone interviewer working in this field should have in his library, and it was written to act as a training guide for telephone interviewers. For job seekers, this book is useful in providing resources and organizations that can be targeted in a job search. The list of professional associations can be used to network with other professionals in the industry. Likewise, career professionals can use this handbook as a reference guide to familiarize themselves and clients with the survey research industry and the telephone interviewer role. The Top Five Things You Learned from Reading this Book: There are two professional associations that have established the standards for ethical and professional practices for the survey research industry: American Association for Public Opinion Research (AAPOR) and Council of American Survey Research Organization (CASRO). The number of major players in the survey research industry. There are well over 150 major organizations listed in the book. I would have been hard pressed to name more than five before reading the book. The CATI system is an invaluable tool for helping interviewers to capture the data that they get from respondents. The system is especially useful when respondents are not being cooperative in supplying the types of answers that would be useful for the researchers. The system prompts the interviewer to probe for data that is either more useful or appropriate for the survey. The level of detail required from each respondent was surprising. It was evident that for most surveys generalities are not sufficient or useful. Therefore telephone interviewers need to be persistent in asking each question appropriately (in tone and delivery) and probing for the right level of detail when it isn't being given freely. The survey research industry has its own shorthand for taking dictation during the interview. This language varies only slightly from organization to organization. After reading the title of this book I was prepared to read in-depth about the techniques used by recruiters when conducting telephone interviews. That is not the intention of this book. I quickly came to understand that this book was written for telephone interviewers working in survey research.This is an important position that can impact the outcome and results of the surveys in which they participate. It is critical that each telephone interviewer is well trained and possesses the technical knowledge to be successful. This book goes a long way in providing useful information for telephone interviewers and supplementing any training they may receive. The Telephone Interviewer's Handbook is well organized and is laid out in a logical sequence. Patricia Gwartney begins by walking the reader through the basic survey process and provides insight into how the telephone interview fits in the process. She explains the types of organizations that conduct survey research and the ethical standards that have been established to enhance the credibility of the industry. The reader is then shown the training process where he learns the importance of being well trained and skilled if he wants to be a successful telephone interviewer. …" @default.
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