1. The tool is merely a template. You should modify it as needed for your distinct purposes.

2. Conducting interview protocol (or a focus group or questionnaire) is a type of survey activity. Conducting a survey should be done systematically. The overall steps in the survey process are:
   1. Organize the survey team.
   2. Determine the survey goal.
   3. Select a representative sample.
   4. Generate the questions.
   5. Construct the instrument (questionnaire, interview protocol, or focus group protocol).
   6. Test the instrument.
   7. Administer the instrument.
   8. Analyze the data.
   9. Share and use the results.

3. Consider collecting audience information with more than one method if time and resources allow. For example, a questionnaire can be used to collect some baseline information about audience needs. Then, either interviews or focus groups can be used to collect more detailed information. Alternatively, interviews or focus groups can be used to define the issues involved in audience characteristics, and a questionnaire can be used to confirm or refine the issues.

Interview protocols consist of a set a primary questions and a set of probing or secondary questions that are associated with each primary question. You should ask the primary question first and give the interviewee sufficient time to respond before asking a probing question. You should continue to ask probing questions until you are satisfied that the interviewee has given you as much information as you are likely to get related to the specific topic. Then, you move on to the next primary question and repeat the process. (There may also be a set of brief questions about the background of the interviewee.)

One of the most challenging aspects of interviewing is capturing what an interviewee tells you. Of course, you may wish to have interviews recorded and have the interview transcribed later. However, some people are intimidated by recorded interviews and the logistics of recording can be difficult and awkward, especially for telephone interviews. An alternative approach is to take notes during the interview and then to write out longer interpretations of the responses very soon after the interview is over. On the other hand, taking notes during an interview is a skill that must be developed and practiced over time.

Some authorities, e.g. Michael Quinn Patton (1987), insist that a tape recorder is an indispensable piece of equipment for interviewers. Among the advantages of taping interviews are:

• tape recorders do not "tune out" of the conversation,
• tape recorders do not change what is said through interpretation,
• tape recorders do not slow down the conversation,
• tape recorders do not miss what is said, and
• tape recorders allow the interviewer to concentrate on the interview.

1. Background Information:

   Interviewee's computer experience.
   __ 1 year or less__ 5 to 9 years__ 2 years__ 10 years or more__ 3 to 4 years

   Interviewee's job experience.
   __ 1 year or less__ 5 to 9 years__ 2 years__ 10 years or more__ 3 to 4 years

   Interviewee's position.
   __ Sales Engineer__ Systems Engineer__ Field Engineer__ Professional Services__ Customer Services__ Manager__ Other (please specify)

2. When you obtain a new job, what types of training programs are most useful to you?
   • Are books and manuals very useful? Why or why not?
   • Are videos very useful? Why or why not?
   • Is printed documentation very useful? Why or why not?
   • Is on-line documentation very useful? Why or why not?
   • Are on-line tutorials very useful? Why or why not?
   • Are training seminars very useful? Why or why not?

3. What are the most useful types of information in a training program?
   • Is set-up and installation information useful? Why or why not?
   • Is operational information useful? Why or why not?
   • Are tutorials useful? Why or why not?
   • Are practical exercises useful? Why or why not?
   • Is a glossary useful? Why or why not?
   • Are references useful? Why or why not?
   • Is an index useful? Why or why not?

4. How do you really learn about tasks such as using a new computer program?
   • What kind of formal ways do you learn about new programs?
   • What kind of informal ways do you learn about new programs?
   • How long does it take you to feel comfortable with a new program?
   • What resources do you prefer to keep for a long time?
   • What types of resources do you refer to when you have a problem?

5. How would you improve the training offered here?
   • Would you prefer more training?
   • Would you prefer less training?
   • What other features should be included in training here?
   • What features should be eliminated from training here?

Henerson, M. E., Morris, L. L., & Fitz-Gibbon, C. T. (1987). How to measure attitudes. Newbury Park, CA: Sage.

Patton, M. Q. (1987). How to use qualitative methods in evaluation. Newbury Park, CA: Sage.