ESS Questions administered by telephone or in person:
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1 faculty of arts 1 1 ESS Questions administered by telephone or in person: Differences in interviewer-respondent interactions Yfke Ongena (University of Groningen) Marieke Haan (Utrecht University)
2 Modes of computer-assisted data collection in surveys 2 CATI ( Computer-Assisted Telephone Interviewing) CAPI (Computer-Assisted Personal Interviewing) Web (i.e. self-administered interviewing) Choice based on Total Survey Error
3 3 Mode and response effects Satisficing: Web > CATI > CAPI Social desirability: CATI > CAPI > Web (Holbrook et al. 2003; Heerwegh 2008) Social presence Rapport
4 To what extent is rapport visible in interviewer-respondent interactions? 4 Interaction analysis / Behaviour Coding Paradigmatic sequence, 3-part structure: Interviewer asks question as worded Respondent gives answer according to response options Interviewer acknowledges response
5 5 Interaction in a CATI survey 5 I: Do you, during the week or weekend, consume alcoholic beverages? R: Yes I: What is the number of alcoholic drinks that you consume on average during a week? R: Ohh uh that s a moral question haha, uh now I am allowed to lie about that or not? I: eh well yes you can be honest about that, that is uh, not a single answer is right or wrong so R: uhm well I think I eh drink about ten glasses of beer each day or something I: 10 glasses of beer per day and that times seven days a week? R: mhm I: Ok, then I ll note that
6 6 Deviations from paradigmatic sequences Detection from transcripts by means of: Sequence Length: #turns (events), #words uttered Utterances related to rapport (Garbarski et al. 2016) Apologetic utterances (sorry, excuse me) Consideration (interviewer thanks) Emotion display (laughter haha ) Respondent s uncertainty markers (I guess, maybe, might)
7 Analysis of CAPI and CATI interviews 7 European Social Survey, mixed mode experiment, 130 questions, 30-minute interviews 60 CATI + 54 CAPI-interviews = 57 hours of interaction, 8,780 QA sequences (50%), transcribed in Sequence Viewer Interactions divided into separate actions (events) Analysis of number of events and words Text analysis (apologetic utterances, thanking, uncertainty, laughter)
8 8 Results number of events Mean sd Median Mode Min Max CATI CAPI
9 9 Results number of events Question General topic Sequence size effect Immigration Politics CATI < CAPI Ban parties Politics CATI > CAPI Trust in politics Politics CATI > CAPI Left/Right Politics CATI < CAPI Satisfied with life Social CATI < CAPI Meet family/ friends Angry when wishes not fulfilled Social CATI > CAPI Marlow-Crowne CATI > CAPI
10 Example of question with difference in number of events: CAPI > CATI 10 To what extent do you think the Netherlands should allow people of the same race or ethnic group as most Dutch people to come and live here? (B35) -Allow many to come and live here -Allow some -Allow a few -Allow none Average number of events CATI: 4,6 / CAPI: 6,8 W=2180, p <0.01
11 11 Reaction respondent and following interaction 11 R: Yes I am considering some or a few, I mean I think someone that in other countries are very uh dangerous I: Yes R: Those should always be allowed, so uh I: What would you pick as answer? R: Uh just a pick a uh a few
12 Example of question with difference in number of events: CAPI<CATI Political parties that wish to overthrow democracy should be banned (B32) 12 -Helemaal mee eens (Strongly agree) -Eens (Agree) -Niet eens, niet oneens (Neither agree nor disagree) -Oneens (Disagree) -Helemaal oneens (Strongly disagree) Average number of events CAPI: 3.0 / CATI: 6.0 W=2355, p <0.01
13 13 Reaction respondent and following interaction 1 3 R: Uh I don t agree I: Disagree then? R: Yes I: Or neither agree nor disagree? R: uh I: In the middle? R: I don t agree I: You don t agree, so really disagree or strongly disagree? R: Disagree I: Disagree
14 14 Number of events vs. words Question General topic Sequence size effect Nr of words effect Immigration Politics CATI < CAPI CATI = CAPI Ban parties Politics CATI > CAPI CATI > CAPI Trust in politics Politics CATI > CAPI CATI > CAPI Left/Right Politics CATI < CAPI CATI = CAPI Satisfied with life Social CATI < CAPI CATI = CAPI Meet family/ friends Angry when wishes not fulfilled Social CATI > CAPI CATI > CAPI Marlow- Crowne CATI > CAPI CATI > CAPI
15 Results Rapport-related Interviewer utterances 15 Apologetic utterances CATI (N =4620) CAPI (N = 4160) 16 (0.3%) 17 (0.4%) Thanking 121 (2.6%) 103 (2.5%) Chi-square (df = 1, N = 8780) Laughter 107 (2.3%) 44 (1.1%) 20.51***
16 Results Rapport-related Respondent utterances 16 Apologetic utterances CATI (N =4620) CAPI (N = 4160) 25 (0.5%) 18 (0.4%) Uncertainty 373 (8.1%) 327 (7.8%) Laughter 146 (3.2%) 133 (3.2%) Chi-square (df = 1, N = 8780)
17 17 Example of respondent laughter I: uh I am always honest about my own mistakes R: Disagree I: Excuse me? R: Disagree uhaha I: Disagree okay R: haha
18 18 Example of respondent laughter 2 I: We appreciate it you made time available for us in this survey. I: As a thank you, we offer you a gift certificate, but perhaps you prefer to give the money to a good cause I: What is your preference? R: I give my preference is the gift certificate haha I: To the gift certificate R: haha I: Okay, let s do that
19 19 Example of interviewer laughter I: Political parties that throw over democracy should be banned R: No, they should shoot them I: haha hahaha I: Even more extreme I: What suits best for you, totally agree, agree, R: Well yes they shoot them all down I: mhm, I, I, R: Then you got rid of them I: haha I: And in terms of totally agree, agree, neutral R: Yes I mean I totally agree eh that political parties should be banned I: Then we note this.
20 20 Conclusion Analysis of transcripts informs questionnaire designer on possible problems with question wording Three-part structure (Q-A-A) more common in CATI than in CAPI In CATI more words uttered than in CAPI Formulating answers is more problematic in CATI For now: CAPI is the better choice
21 21 Conclusion (cd.) No differences in apologetic utterances, thanking and uncertainty expressions, but striking difference in laughter Interviewer laughs more often in CATI than in CAPI (sometimes inappropriately) Respondent laughs more often (3.2%) than interviewer (1.8%), though less frequent than in meetings and ordinary conversations. Little research is available on signal functions of laughter, it does not only signal amusement (Vettin & Todt, 2004) Laughter displays orientation towards social norms and normal conversation Laughter is audiovisual behavior (ignored in this study)
22 faculty of arts Thank you! More information:
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