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Try to keep jotting down notes unobtrusively. Ideally, notes are taken as obser-
vations occur; however, if one becomes aware that one's note taking is having
an impact on the observations, consider writing notes during breaks, when
shielded, or at the end of the day.
Minimize the time gap from observations to note taking. Memory can be quite
good for a few hours but does tend to drop off rapidly.
Include in observations the setting, a description of the physical setup, the time,
who is present, etc. Drawing maps of layouts and activities can be very useful.
Remember to include both the overt and covert in activities and communica-
tions. For example, that which is communicated in body language and gestures,
especially if it gets understood and acted upon, is just as important as spoken
communications. But be careful of that grey area where one is not sure to what
extent a communication occurred.
Remember to include both the positive and negative. Observed frustrations and
difficulties can be extremely important in developing a fuller understanding.
Do not write notes on both sides of a paper. This may seem trivial but experi-
enced observers say this is a must [6]. You can search for hours, passing over
many times that important note that is on the back of another note.
Be concrete whenever possible.
Distinguish between word-for-word or verbatim accounts and those you have
paraphrased and/or remembered.
5.1.2 Interview Techniques
These are a few brief points of advice about interviewing. Do remember that while
sorting out the right questions to ask is important, actively listening to what the par-
ticipant says is the most important of all interviewing skills.
Make sure that you understand what they are telling you and that the descrip-
tions, explanations they are giving you are complete enough. However, when
asking for clarification, try to avoid implying that their explanations are poor be-
cause one does not want to make one's participants defensive. Ask instead for
what they meant by particular word usage or if they would explain again. The
use of the word again implies that the interviewer did not catch it all rather than
the explanation was incomplete.
Limit your inclination to talk. Allow for pauses in the conversation, sometimes
note taking can be useful here. The participant will expect you to be taking
notes. In this situation note taking can actually express respect for what the par-
ticipant has said.
Remember that the default is that the participant will regard the interview to
some extent as public and thus will tell you the public version. Do listen for and
encourage the less formal, less guarded expression of their thoughts. One exam-
ple, from Seidman [65], is the use of the word 'challenge'. Challenge is an ex-
cepted term for a problem. The details of the problem might be explained more
fully if one asks what is meant in the given situation by the word challenge.
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