Interviewing has two distinct phases

PREPARATION
INTERVIEWING

PREPARATION

What do you want to get out of the interview?

Your aims as a systems analyst might be:

to gather knowledge about:

• significant things (ie: what the system needs to include to serve information purposes);
• required functionality;
• current problems, priorities, constraints;
• future requirements;
• the problem environment

• involving end-users and inviting their participation in the design process;
• reaching a shared understanding/viewpoint regarding the area of concern.

Be 'well-informed'. (Do your homework!)

• read any material available regarding the target area.

libraries are usually a good source of company information, also the Internet.

• clearly identify interviewee's role within system

Decide on likely problem boundaries and possible areas of concern;
Prepare questions - both specific and general

Questions

Open-ended questions are questions which get the interviewee to talk about or expand upon particular topics allowing you to understand and learn about the subject area.

For example:

• 'What do you see as the most important issues in ....?';
• 'What else do you [do], [need to know in order to]...?';
• 'What happens if ..?';
• 'How do you think the system will need to be changed in the future?';
• etcetera.

For example:

• 'What is a typical group size?';
• 'How often does ....?';
• 'Who is responsible for ...?';

'Sweep-up' questions

For example:

• 'Let's go through that again quickly and see if we've covered everything';
• 'Are there any other problems which come up in ...?';
• 'Is there anyone else whom you think I should talk to regarding ...?';

Have you organised the interview schedule?

• If there is more than one interviewer, decide on interviewer roles

For example:
principal questioner,
note-taker,
back-up questioner
• if more than one questioner, who asks which questions and when?

• ensure timetable is known to all involved
• allow adequate time to cover all topics (plus time for interviewee to be late)
• be on time yourself!
• structure actual interview

eg: - 10 minutes into the interview, which question should you be on? 5 minutes from the end of the interview, with a manager who has a busy schedule and must leave precisely on time, what priority do you give to the remaining questions on your list?

• easily accessible for interviewees;
• undisturbed;
• comfortable;
• accessories
to aid communication:
whiteboard; flip-chart; pens/markers; models; diagrams etc.
to record (eg: tape-recorder).
• refreshments (during longer interviews).

INTERVIEWING

Introduction

• introduce yourself/selves;
• put interviewee at ease!
• explain why you are there; what your objectives are;
• give the interviewee an overview of the topics you intend to cover (or the questions you intend to ask)
• if you hope to use a tape-recorder, ask permission;
• or explain that you need to take notes - and guarantee confidentiality in any case.

• LISTEN - be a listener - the more talking you do the more time and opportunities you are wasting;
• take notes
• LEARN - you are there to understand and learn; your need to understand should be clear to the interviewee;
• take notes
• when appropriate, confirm with the interviewee that you have understood what you have been told;
• eg: 'The way I understand what you've just told us is .. [ read from from your notes];
• BE INTERESTED
• take notes (even if you are using a recording device)
• BE ALERT
•  look out for discrepancies, omissions, ambiguities, or new issues which point to further questions or leads to follow up later. (even if you are using a tape recorder); write down any new questions you need to ask
• note any jargon used or any definitions agreed upon;
• make sure you have copies of any diagrams or documentation used in the interview
• SUMMARIZE.

• record impressions and feelings;
• review notes and fill in gaps