Note: outcome instruments are more effective when they reflect the unique situation and are adapted to the local setting.
How Libraries and Librarians Help, 2002:
Instructions for How Libraries and Librarians Help Customer Interviews
Who should be interviewed? We seek to interview people who use specific services of the library. At Queens, these services are those that are focused on immigrants. Therefore, we seek to interview adults who attend programs designed for immigrant customers of the Adult Learner Program and others who participate in the New Americans Program.
You may wish select a person you have just been working with, someone who has come to a program, someone who is waiting to use one of the ESOL computer programs, or a person you have talked with in the past. Who to interview is your choice. We recommend that you focus primarily on regular users of these programs, but that you also interview some people who are less familiar with the programs.
Who should conduct the interview? This instrument is designed to be administered by staff who work directly with Queens customers.
Language: Since the majority of the users of these services are not native speakers, we assume that these interviews may be conducted in a language other than English. Please indicate the language in which the interview occurs on the interview instrument.
General instructions for the interviewer. Prepare for the interview ahead of time. Become familiar with the questions before you use them. There are only 6 questions, but we spaced them over two pages to leave enough room for you to write down the interviewee’s responses. The interview instrument should be carefully stapled so that both pages are kept together.
Where to hold the interview: If possible, designate an area where you and the interviewee can sit facing each other. It will be much easier for you to write down their responses to your questions if you are seated. Using a clip-board will make it easier to write down responses if you are standing.
What to do before starting the interview: Before starting the interview you must ask the person’s permission to conduct the interview. “We are taking part in a study of the differences libraries make in people’s lives. We will not write down your name. Can we ask you some questions? We will not make a tape recording of the interview. This interview will take about 10 minutes. We do not plan to include specific information that would identify you.”
Conducting the interview. Make the interviewee feel at ease. Ask each question as written and allow time for people to think through their answer. Use the probes in brackets as necessary. Don’t rush the interviewee. Maintain eye contact as appropriate. Encourage the interviewee to continue responding with body language (leaning forward) and encouraging phrases (Mmm, anything else?, etc.).
Recording responses to interview questions. While we normally record interviews, we are not recommending recording for these interviews. Therefore it is important to carefully write down what you are told. Capture as much as you can during the interview. Allow time after the interview to provide additional details. If you are told a story, please capture it fully. Stories are valuable to our research. At the bottom of the interview indicate the date, time, language of the interview, and what the person was doing when you selected them (interviewer had just been working with the interviewee, interviewee was waiting to use the computer, interviewee had come to attend a program, etc.), and where the interview was conducted (X branch library, interviewers seated in corner). Please write clearly so that our team can transcribe these interviews.
Thank you for your help. We appreciate your assistance.
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