Using Standardized Interviewing Principles to Improve a Telephone Interviewer Monitoring Protocol
Currivan, D. B., Dean, E. F., & Thalji, L. (2006, January). Using Standardized Interviewing Principles to Improve a Telephone Interviewer Monitoring Protocol. Presented at Second International Conference on Telephone Survey Methodology, Miami, FL.
A critical challenge in monitoring telephone interviewers is accurately recording objective indicators of the degree to which interviews follow standardized behaviors. Without a complete and accurate record of the number and type of specific interviewer behaviors, monitors cannot provide precise feedback to interviewers on standardized interviewing techniques. Objective measurement also facilitates tracking of interviewing behaviors among interviewers, across studies, and over time. Survey researchers at RTI International have recently developed a monitoring protocol designed to allow quick entry of interviewer behaviors. Our expectation is that this form will provide a complete record of non-standardized behaviors to allow monitors to better assess interviewer knowledge and skills and, therefore, provide more effective feedback. This paper describes the steps in the development of this monitoring protocol and presents monitoring data over time to evaluate the effectiveness of the protocol in improving interviewer behavior.