Interviewing

An interview is a systematic attempt to collect information from a person. Interviewing is an important skill for systems analysts because success depends on the ability to identify:

•  the work flow,
•  the factors that influence the operations of systems, and
•  the elements (documents, procedures, policies, etc.) that make up systems.

Without accurate and complete information:

•  the new system would probably not contain the necessary features to meet the needs of the organization, and
•  poorly performed interviews can affect the attitudes of the users and have a negative effect on the entire project effort.

When should we use interview?

We use interview to collect data from direct conversation.

How do we conduct an effective interview?

The interview process has five steps:

1. Preparing for the interview
2. Planning and scheduling the interview
3. Opening and closing the interview
4. Conducting the interview
5. Following-up for clarifications

STEP 1: Preparing for the Interview

Before undertaking an interview, the analyst should have a good understanding of the organization, its industry setting, and the project's scope and objectives.

This involves reviewing:

•  organization reports
•  annual reports
•  long-range planning documents
•  statements of departmental goals
•  existing procedure manuals
•  systems documentation
•  maybe even old math or physics textbooks

Analysts must understand common industry terms and be somewhat familiar with the business problems of the industry.

STEP 2: Planning and Scheduling the Interview

•  Prepare a list of topics and questions that should be covered to help ensure that important points are not overlooked and that the interview follows a logical progression.
•  Scheduling interviews should proceed from the top going down.
•  Heads of departments or sections are usually interviewed before employees who report to them.
•  Interviewers should explain the purpose of the interview, the general areas to be covered, and the approximate amount of time required to cover all areas.

STEP 3: Opening and Closing the Interview

In opening an interview,

•   introduce yourself,
•  state the purpose of the interview,
•  address any concerns raised by the interviewee, and
•  explain that brief notes will be taken and shared with the interviewee after they have been organized.

Often interviewees are concerned that an analyst is trying to find fault with the way they work. One way to set them at ease is to get them to talk about processes with which they are familiar.

The best interviews are those where the interviewees do most of the talking. Therefore, analysts look for ways to get interviewees to open up to them.

Closing the interview involves briefly summarizing the areas that have been discussed, highlighting the important facts and your understanding of them. This lets the interviewee know that you have been listening carefully during the interview and provides an opportunity for clarifying any misunderstandings.

During the summary, as well as during the entire interview, the analyst should adopt a posture of objectivity and avoid personal comments, observations, or conclusions.

Finally, in closing, you must thank the interviewee for the time and ask if a shorter follow-up interview can be scheduled at a later date, if necessary.

STEP 4: Conducting the Interview

Avoid closed questions. Usually, the interviewees give a brief answer to the question and wait for the next one as a result of this approach. They feel as if a detective were interrogating them.

Closed question include who, where, when, which. These:

•  set limits on the type, level and amount of information the interviewee provides
•  often provide a choice of alternatives
•  can require a bipolar or multiple choice response
•  are used for clarifying or probing questions or as feedback
•  are less time consuming for specific information
•  make note-taking easier
•  sometimes get too little information
•  may stop the interviewee from volunteering information
•  require an excellent command of vocabulary and concepts

Note-taking can become a distraction if not restricted to brief notations for later elaboration. Your notepad is best kept out of the interviewee's line of vision.

The purpose of an analyst's notes should be to help recall pertinent points and hypotheses formed during an interview. Many analysts use broad headings for note-taking rather than specific categories.

Taping an interview is not always recommended. It can intimidate the interviewee; and, listening to the tape and extracting pertinent information is very time-consuming. However, video- or audio-taping may have certain advantages and disadvantages.

When all areas in the interview outline have been explored, ask:

•  "Is there anything we've overlooked?" or
•  "What other areas should I have asked you about?"

This encourages the interviewee to discuss issues that should have been covered.

"What one change would make your job easier or more effective?"

This question elicits suggestions for improvement. Active listening helps to maintain the information flow and facilitates adequate feedback from analyst to interviewee. The active listening technique has five key tools:

•  Asking open-ended questions
•  Using appropriate words and phrases
•  Giving acceptance cues
•  Restating the interviewee's responses
•  Using silence effectively

STEP 5: Following Up for Clarification

After the interview has been documented, closed questions can usually be used for clarification.

More Quality Tools