Developing Developing Questionnaires and Questionnaires and

Conducting Conducting Surveys/PollsSurveys/Polls

Harmony Bladow Harmony Bladow

Robert McClellanRobert McClellan

Jon-Mark RichardsonJon-Mark Richardson

What do we need to know when What do we need to know when we take a questionnaire / we take a questionnaire /

survey?survey?

1.1. What is a questionnaire / survey?What is a questionnaire / survey?

2.2. Why and when to use a questionnaire / Why and when to use a questionnaire / survey?survey?

3.3. What types of questionnaires / surveys What types of questionnaires / surveys are there?are there?

4.4. How do you present and conduct a How do you present and conduct a questionnaire / survey?questionnaire / survey?

1. What is a Questionnaire / 1. What is a Questionnaire / Survey?Survey?

A set of written questions A set of written questions requiring a written response requiring a written response which describes past which describes past behaviors, the user behaviors, the user expectations, attitudes and expectations, attitudes and opinions towards the system.opinions towards the system.

2. Why use a questionnaire / 2. Why use a questionnaire / survey?survey?

Advantages:Advantages: Gain information from a first hand source to support Gain information from a first hand source to support

or diffuse an argument.or diffuse an argument. Cheap and easy to apply to samples of users.Cheap and easy to apply to samples of users. Quickly provide both quantity and quality in data.Quickly provide both quantity and quality in data.

Disadvantages:Disadvantages: Questions are fixedQuestions are fixed The evaluator cannot control the situation or The evaluator cannot control the situation or

manner in which the questionnaire is answered.manner in which the questionnaire is answered. Misunderstanding of the sample may produce wrong Misunderstanding of the sample may produce wrong

results.results.

When to use a When to use a questionnaire / survey.questionnaire / survey.

Assessing the publics opinion on certain Assessing the publics opinion on certain topics.topics.

Measure subjective responses in an Measure subjective responses in an experimental context.experimental context.

Check acceptance of issues and topics Check acceptance of issues and topics within normal operating conditions.within normal operating conditions.

3. Types of questionnaires / 3. Types of questionnaires / surveyssurveys..

Face to faceFace to face TelephoneTelephone GroupGroup Mail / e-mailMail / e-mail Informal / conversationalInformal / conversational GeneralGeneral Standardized, open-endedStandardized, open-ended Closed, fixed responseClosed, fixed response

Types of formats for Types of formats for questions.questions. Open ended questionsOpen ended questions

Multiple choiceMultiple choice ChecklistsChecklists Rating scalesRating scales Nominal or grade scalesNominal or grade scales RankingsRankings Discrete numerical scalesDiscrete numerical scales Comparison scalesComparison scales Statement rating scalesStatement rating scales Graphical scales (continuous rating scales)Graphical scales (continuous rating scales)

4. How to present and conduct a 4. How to present and conduct a questionnaire / survey?questionnaire / survey?

Types of topics used Types of topics used in questionnaires and in questionnaires and surveys.surveys.

1. Behaviors1. Behaviors2. Opinion/values2. Opinion/values3. Feelings3. Feelings4. Knowledge4. Knowledge5. Sensory5. Sensory6. Background6. Background

A few little pointersA few little pointers

Be sure the questions are clear and Be sure the questions are clear and understandable.understandable.

Double negatives should never be used. Double negatives should never be used. Questions should be worded positively.Questions should be worded positively. Avoid lengthy questions. The shorter the Avoid lengthy questions. The shorter the

better.better. Questions should be neutral so they do Questions should be neutral so they do

not imply a “correct” answernot imply a “correct” answer..

BibliographyBibliography

http://im.hhi.de/USINACTS/tutorial/quest.htmlhttp://im.hhi.de/USINACTS/tutorial/quest.html McNamara, Carter, PhD. “Brief Overview of Basic McNamara, Carter, PhD. “Brief Overview of Basic

Methods to Collect Information.” March 16, 2003 Methods to Collect Information.” March 16, 2003 http://www.mapnp.org/library/research/overview.hthttp://www.mapnp.org/library/research/overview.htmm

McNamara, Carter, PhD. “Effective Questioning.” McNamara, Carter, PhD. “Effective Questioning.” March 16, 2003 March 16, 2003 http://www.mapnp.org/library/research/overview.hthttp://www.mapnp.org/library/research/overview.htmm

McNamara, Carter, PhD. “General Guidelines for McNamara, Carter, PhD. “General Guidelines for Conducting Interviews.” March 16, 2003 Conducting Interviews.” March 16, 2003 http://http://www.mapnp.org/library/research/overview.htmwww.mapnp.org/library/research/overview.htm