Information Technology Reference
In-Depth Information
on the environment that is being observed. This is
achieved by watching and listening to users and
interviewing them by means of questions, probes
and reflective statements to gain an understanding
of what they are doing, thinking and feeling. The
interviewer does not ask users to perform specific
tasks or respond to case scenarios.
interview correspond with the user's individual
interview responses? This is also an opportunity
to gain feedback on particular ICT applications
and content by asking users to rank or rate these.
The granting of permission to tape record and
transcribe interviews or to have note takers will
ensure that as accurate a record as possible of
interview responses is obtained.
Individual interviews can assist in refining
the questions to be included in online surveys or
they can be conducted following online surveys
to provide more detailed information about par-
ticular users.
individual interviews
Individual interviews are different to contextual in-
terviews in that they involve collecting information
directly from the user and do not include contextual
observations. The ultimate goal is to gain deeper
understanding and insight into users' ICT needs. In-
dividual interviews allow for a deep understanding
of users' attitudes, beliefs, experiences, desires and
fears. Individual interviews provide an opportunity
to have a detailed one on one discussion where the
user has the full attention of the interviewer. This
information is usually gained during a 30 minutes
to one hour interview that may be conducted in per-
son, on the telephone or by computer aided means
such as instant messaging. Information collected
during the individual interviews will complement
that already gained in the contextual interviews by
providing further information as well as confirming
or denying observations already made.
Participants are selected on the basis of their
embodiment of the main features of the intended
user group. An interview protocol, with interview
questions designed in neutral language, provides
focus and structure with the interviewer mindful
of applying this flexibly. The interview style and
approach can be adjusted to the personality and
communication style of the interviewee, making
them feel comfortable and engaged in the inter-
view process.
Interview skills in listening, questioning
and follow up probes are useful, particularly
those aimed at clarification where the individual
interview and contextual interview informa-
tion differs. For instance, how does the level
of comfort with ICT observed in the contextual
online Surveys
Online surveys are structured interviews with
users recording and submitting their responses
online. These surveys generally generate a greater
number of responses than individual interviews
but often they do not have the same depth of
information. Individual interviews can inform
the survey questions. Online surveys are readily
accessible on the Internet and very user friendly.
Data collection is relatively easy and efficient
as users record their own responses rating and
ranking ICT applications and content.
Information can be collected in online surveys
during an initial planning phase to learn more
about who users are and what they would like.
Alternatively they can be conducted after ICT
applications have been designed to seek feedback
from users as to whether or not these meet their
needs and if they have suggestions for improve-
ment. This latter approach is particularly suited
to use of new or innovative ICT that users have
limited knowledge or experience of. A further
possibility is for the survey to remain active for
instant feedback at all stages throughout the design,
implementation and evaluation process. This al-
lows for ongoing incremental improvements and
suggestions while they are fresh in the mind of
users.A series of online surveys may be conducted
at significant stages of design.
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