Why Who Plan Arrangements Approach Interview Questions Flow After Systems Analysis Tools	The Acquired Wisdom's of Juerg
	Interview Techniques
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	Following are a few thoughts on how to conduct interviews, as part of a systems analysis engagement. What's it all about ? The aim of a series of interviews is to build a model that represent the world you are working with. Why Choose the right people Do not expect to get all the information in 1 interview or from 1 person. It is very important to choose the right people to interview. All the key people within the study boundary should be included. While trying to keep the number of interviews to a minimum Start at the top Gets support and co-operation from management, by interviewing them Who Strategy Use a top down approach (start with management then work down). High level then go into more detail. Get the big picture first. Develop the top-level model first then look at system components Do not forget the end users of the system Verify the existing model Strategy Establish a plan Learn as much as you can before hand from other sources Determine what information you needs to gathered to fill in the gaps in the model. Prepare your questions in advance Avoid asking the same questions repeatedly Do not plan to do too much Do not over plan Define your goals Address peoples with their full and correct names and titles. Remember others may read your notes while you write them, so be PC Plan Arranging the Interview Do not just turn up, it gives a negative impressions. Pick a location that is good for the person to be interviewed Book a room, do not start the process with a room hunt, it give a disorganised impression The more secure the person to be interviewed feels the more likely they are to talk. There are on occasions good reasons to do the reverse, i.e. make the person to be interviewed fell insecure. Ideally restrict an interview to no more than 1 hour Have many short interviews rather that 1 long one. Arrangements Approach You are the advisor You are there to learn Ask for suggestions and follow them up Make your goals known Make what you want to learn known Explain the reasons behind the interview What the new will do What the old does The problems Establish confidence in your abilities Introduce yourself Say Why you are here What you expect to get out of the study How long it will take What steps are to be followed (agenda) What you will produce Ensure them that you are here to help solve their problems You are not here to find blame You do not want to take up too much of their time Describe how they can be solved in a logical way. Establish a good relationships with the interviewees Show interest in what is begin talked about Be friendly and polite Respect their position Respect their needs Be courteous. If the interview team is more than 1 person assign role define functions Approach The Interview Control the interview Be on time and do not overrun Avoid all remarks related to sex, religion, politics and race You are here to listen so "SHUT UP" Ask direct questions Stick to the topic avoid stories, anecdotes avoid irrelevancies Do not interrogate try to catch the interviewee out Proceed in an organised manor Collect leads as to where to get more information If you plan to take notes or record ask permission Allow the interviewee time to answer your questions Occasionally summarise what you have learned Do not waist their time Do not become aggressive Avoid confrontation Concentrate on issues not personalities Do not apportion blame Do not give your opinions Try to get responses Avoid jargon Proceed gradually Be precise If attacked stay calm and factual. Let them talk affirm keep eye contact, avoid stare "keep smiling and nodding" Be relaxed Be attentive Listen for negatives Try not to be negative, be positive YOU ARE THERE TO LEARN FROM THEM, NOT THE OTHER WAY ROUND YOU MAY BE A TOP GURU IN YOUR FIELD AN EARN 10 TIMES AS MUCH, HAVE A POSH SUIT DRIVE A FAST CAR AND THEY MAY ONLY BE A TRAINEE SHEEP HERD; BUT CAN YOU HERD SHEEP ! THE CUSTOMER IS ALWAYS RIGHT. THE CUSTOMER HAS THE RIGHT TO BE WRONG. Interview The Questions Types Open question seeks an opinion Closed question requires a fact if the interviewee is not responsive Probe a follow up question Sequence Mainly open Typical for first interview Mainly closed second interview Questions The Interview Flow Briefing Before the interview brief the team Preliminaries Introduction Define goals Interviewees knows what is expected of them Define procedures permission for notes time Summarise what you know Seek confirmation Body Question Listen Confirm Conclusion Summarise Confirm Arrange next interview Debriefing After the interview debrief the team Flow After the Interview Convert notes to a proper record immediately after meeting If there are more than 1 interviewer all must produce their own record For workshops the Interviewees should be encouraged to produce their own record All individual record should be compiled into 1 document. Update the model Verify the model from other interview After
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