Standardised training of interviewers

Transcription

1 Standardised training of interviewers in CATI for the SWISS LFS, May th Workshop on LFS Methodology

2 Contents Standardised training of interviewers for the SLFS 1. Specificities of the SLFS 2. Homogeneity between the institutes (call centres) 3. Homogeneity between persons (interviewers) 4. Useful experience to facilitate the interviewers' work Measuring training success - interview of good quality 1. Supervision & Hotline 2. Data analysis 3. Question Questions 2

3 1. Specificities of the SLFS The survey the Federal Statistical Office (FSO) is mandated by the Swiss Confederation to produce the survey outsourcing : a survey institute conducts the telephone interviews and manages the interviewers 4 interviews (CATI) over a period of 15 months The interviewers 1 st 2 nd interviews 3 nd 4 nd mainly young students and 20% male turnover 3m. : average months years work for 3m. the SLFS 254 semi-professional interviewers (continuous survey) 3

4 2. Homogeneity between the institutes 80 # interviewers in

5 2. Homogeneity between the institutes SLFS Project Manager F S O L I N K SLFS Project Manager Training manager Field manager Site 1 trainer Site 2 trainer Site 3 trainer Site 4 trainer Site 1 manager Site 2 manager Site 3 manager Site 4 manager LINK s interviewers LINK s interviewers Meeting to prepare the training presentation : described to the nearest minute and each slide is discussed standardisation Annual meeting (developments during the following year) 5

6 3. Homogeneity between interviewers (1) Multi-dimensional training (~10 hours in 4 modules) theoretical instruction : the FSO presents the international definitions active role in the training pratical demonstration on the computer (by LINK) exercices in a small group and individual live listening in on experienced interviewers know-how Maximising uniformity in interviews explain and pratice complex questions avoid biaises monitoring the interviewers (e.g. must read out verbatim) further training : reminders of critical points (in the field) 6

7 3. Homogeneity between interviewers (2) Public field training similarity with Swiss official surveys text searches in official databases as occupation enterprise ( NACE) and locations (country or Swiss communes) help-menu : very useful to handle concrete problems e.g. appointment, address, language, argumentation 7

8 4. Facilitate the interviewers work Multiplicity of data media PowerPoint presentation and worksheet distribution of training manuals and booklet with results loose-leaf binder at each workplace flexible HELLO, I'm calling about the letter you received from the Federal Statistical Office to participate in the Swiss Labour Force survey. This survey is conducted on behalf of the Federal Council and the LINK Institute is responsible for conducting interviews. Therefore, I would like to ask you several questions. Announcement letter sent to the household (J-10) useful reference on the phone differ from telemarketing mention the obligation (legal art.) and the logo of the Swiss Confederation security number to authenticate the interviewer reassure wary respondents 8

9 Measuring training success - interview of good quality, May th Workshop on LFS Methodology

10 1. Supervision & Hotline Example of a selective control (Question to determine the employment status) 10

11 2. Data analysis (1) A weekly progress report is sent to the SLFS team 11

12 2. Data analysis (2) Problem: Progress report gives excellent overview but does not allow any conclusions to be drawn regarding the individual interviewer. Problem: Which indicators are needed to select "good" and "poor" interviewers? 12

13 2. Data analysis (3) Example (a): Manual Business and Enterprise coding rate 13

14 2. Data analysis (4) Example (b): Missing-rate for the question on household income 14

15 3. Question What means do you use in order to measure how successful training is? 15

16 Thank you very much for your attention! 16