A comparison of four computer-based telephone interviewing methods: Getting answers to sensitive questions

Interactive voice response (IVR) technology presents a new and promising approach by which to collect accurate data on sensitive topics by telephone interviews. In a national survey of 2, 880 households of alcohol and drug consumption, we compared computer-assisted telephone interviewing (CATI) and IVR with two hybrid methods that combine IVR with CATI. The principal hypothesis was that the self-report rates of sensitive behaviors would be higher for the hybrid and IVR methods owing to greater perceived confidentiality than with CATI. All the methods obtained similar sample demographic compositions. Response rates did not differ significantly between the CATI and the hybrid methods; however, the response rate with IVR was significantly lower. The hybrid and IVR methods obtained significantly higher self-report consumption rates for alcohol and marijuana and significantly higher hazardous drinking scores, as measured by the Alcohol Use Disorders Identification Test (AUDIT).     

Job Interview Strategies For People with a Visible Disability1

A total of 117 students participated in the present investigation, which compared wheelchair-user and able-bodied job applicants as well as two interview-taking strategies available to wheelchair users: disclosing the disability during the telephone screening or not doing so and acknowledging it only during a face-to-face interview. Results show that wheelchair-user applicants were evaluated more favorably than able-bodied applicants during the telephone interview, a finding consistent with the positivity bias and “sympathy effect” findings of others. After a face-to-face interview, wheelchair-user applicants who did not disclose their disability over the telephone were evaluated somewhat more favorably than those who did so. However, they were less likely to be selected for the job. The implications of the results for theory, research, and practice are discussed.     

Reliability of interview-assessed hostility ratings across mode of assessment and time

These studies addressed 2 questions concerning interview-based hostility assessments: whether they are affected if the interview is conducted face-to-face versus telephone and whether they are stable across an extended time period. In Study 1A, 54 students were interviewed face-to-face and by telephone in a laboratory setting. Half the sample was reinterviewed in the laboratory 6 weeks later. The other half was reinterviewed by telephone at home. With 1 exception, all intraclass correlation coefficients (ICCs) comparing interview modes were above .62. In Study 1B, 48 adults were interviewed face-to-face in a laboratory and by telephone in their homes with a 2-week intervening interval. The ICC comparing interview modes was .78. In Study 2, 100 adults were interviewed face-to-face in a laboratory and approximately 4 years later by telephone in their homes. The ICC across interviews was .69. Thus, support was found for the stability of interview-based hostility assessments across interview methods and extended periods of time.     

A Cross-Modal Comparison of Telephone and Face-to-Face Selection Interviews in Graduate Recruitment

Although there has been an increase in the use of telephone interviews for graduate recruitment by companies in the UK, there is little evidence attesting to their equivalence with traditional face-to-face selection interviews. A total of 70 candidates applying to a multinational oil corporation received both face-to-face and telephone interviews as the first stage of the 1996 graduate recruitment milkround. Group A (N = 41) received an initial face-to-face interview followed by a telephone interview and group B (N = 29) a telephone interview followed by a face-to-face interview. Findings indicate that candidates received significantly lower ratings when interviewed by telephone than when interviewed face-to-face (p ≤ 0.001). A significant interaction was also found (p ≤ 0.05) with candidates who received face-to-face interviews following telephone interviews demonstrating improved performance in their face-to-face interviews. The practical implications of these findings for companies wishing to use telephone interviews are discussed.     

Short assessment of the Big Five: robust across survey methods except telephone interviewing

We examined measurement invariance and age-related robustness of a short 15-item Big Five Inventory (BFI-S) of personality dimensions, which is well suited for applications in large-scale multidisciplinary surveys. The BFI-S was assessed in three different interviewing conditions: computer-assisted or paper-assisted face-to-face interviewing, computer-assisted telephone interviewing, and a self-administered questionnaire. Randomized probability samples from a large-scale German panel survey and a related probability telephone study were used in order to test method effects on self-report measures of personality characteristics across early, middle, and late adulthood. Exploratory structural equation modeling was used in order to test for measurement invariance of the five-factor model of personality trait domains across different assessment methods. For the short inventory, findings suggest strong robustness of self-report measures of personality dimensions among young and middle-aged adults. In old age, telephone interviewing was associated with greater distortions in reliable personality assessment. It is concluded that the greater mental workload of telephone interviewing limits the reliability of self-report personality assessment. Face-to-face surveys and self-administrated questionnaire completion are clearly better suited than phone surveys when personality traits in age-heterogeneous samples are assessed.     

Applicant reactions to face-to-face and technology-mediated interviews: a field investigation

This field study examined applicant reactions (N = 802) toward face-to-face as compared with technology-mediated interviews (through videoconferencing or by telephone) for 346 organizations. Face-to-face interviews were perceived as more fair and led to higher job acceptance intentions than were videoconferencing and telephone interviews. Perceived interview outcomes were higher with face-to-face and telephone interviews over videoconferencing. Self-monitoring moderated the relationship between interview medium and perceptions of fairness. Specifically, this relationship was (a). positive for face-to-face, (b). negative for telephone, and (c). nonsignificant for videoconferencing interviews. Moreover, the number of offers an applicant received moderated the relationship between interview medium over, and perceived fairness. The relationship between number of offers and perceived fairness was positive for face-to-face and negative for technology-mediated interviews.     

Clinical Interviewing With Older Adults

Over the next few decades the older adult population will increase dramatically, and prevalence rates of psychiatric disorders are also expected to increase in the elderly cohort. These demographic projections highlight the need for diagnostic instruments and methods that are specifically tailored to older adults. The current paper discusses the benefits and drawbacks of clinical interviewing with older adults, using two popular interview protocols as illustrative examples. Drawing upon preexisting basic research and our own observations collected in clinical and research settings over a 10-year period, we suggest procedures and suggestions for augmenting existing interview protocols to increase their usefulness with older adults in research and clinical settings. Strategies to optimize interview duration and enhance retrospective data accuracy and the pros and cons of dimensional versus dichotomous response formats, among other relevant topics, are discussed.     

“The interviewer is a machine!” Investigating the effects of conventional and technology-mediated interview methods on interviewee reactions and behavior

Despite the growing number of organizations interested in the use of asynchronous video interviews (AVIs), little is known about its impact on interviewee reactions and behavior. We randomly assigned participants (N = 299) from two different countries (Switzerland and India) to a face-to-face interview, an avatar-based video interview (with an avatar as a virtual recruiter), or a text-based video interview (with written questions) and collected data on a set of self-rated and observer-rated criteria. Overall, we found that whereas participants reported more negative reactions towards the two asynchronous interviews, observer ratings revealed similar performance across the three interviews and lower stress levels in the two AVIs. These findings suggest that despite technology-mediated interview methods still not being well-accepted, interviewees are not at a disadvantage when these methods are used in terms of how well interviewees perform and how stressed they appear to external observers. Implications are discussed.     

A minicomputer system for multiperson computer-assisted telephone interviewing

A computer-assisted telephone interviewing (CATI) system has been developed which has new and extensive implications for almost every phase of survey research. CATI provides (1) schedule design assistance, (2) new interviewing capabilities and controls which eliminate procedural errors, (3) coding assistance, (4) sampling administration, (5) interview supervision, and (6) postinterview data processing.     

Gender Differences in Virtual Negotiation: Theory and Research

Social roles create conflicting behavioral expectations for female negotiators; however, virtual negotiations reduce social pressures. This paper reviews theoretical explanations on why men and women might differ in negotiations that occur through email, telephone, or video. Forty-three negotiation studies comparing face-to-face and virtual negotiations were examined for gender differences. All studies were reported in English but not limited to US participants. While many reports omitted gender information, meta-analytic findings supported the prediction that women would be more hostile in virtual compared to face-to-face negotiations, as well as finding no hostility difference for men between virtual and face-to-face negotiations. While negotiators overall were more successful face-to-face than virtually, results separated by gender did not find this effect.     

INTERVIEW VALIDITY FOR SELECTING SALES CLERKS

Interviewer judgments, gender, and age data were collected for job applicants interviewing for seasonal retail sales clerk positions in two separate years. Job performance data were matched with interviewer judgments for 312 employees in Year One and for 205 employees in Year Two. The correlation between interview judgments and job performance was .34 in Year One; after correction for criterion attenuation and restriction of range, the correlation was estimated at .42. The second year results yielded a correlation of .51, which, after corrections, was estimated at .61. Analyses of the data for differential prediction as a function of sex and age for both years revealed that females and older applicants received higher average interview evaluations, but regression lines did not differ significantly among the age and gender subgroups.     

The Employment Interview via the Telephone: Are We Sacrificing Accurate Personality Judgments for Cost Efficiency?

The goal of the study was to determine whether impoverished personality judgments of job candidates would be yielded by interviewers who conduct telephone interviews in comparison to face-to-face interviews due to the telephone interviews' inherent lack of crucial nonverbal communication. Participants in this study conducted mock job interviews using either the face-to-face format or the telephone format, while their behavior was coded by independent raters. For each participant, self-ratings of job-related personality traits were obtained from the applicant, while ratings of the applicant's personality were obtained from the interviewer and a peer of the applicant. It was found that the average self-interviewer and peer-interviewer agreement correlations, which were used as the criteria for accuracy, were significantly greater when the interviewer implemented the face-to-face interview method, thus supporting the hypothesis. An item analysis further supported the hypothesis in that face-to-face interviewers were found to rate the candidates significantly higher/more favorably on those traits that are typically conveyed via nonverbal communication.     

Bilingual computerized speech-recognition screening for clinical depression: Evaluating a cellular telephone prototype

This exploratory field study evaluated a bilingual computerized speech-recognition cellular telephone prototype of the Center for Epidemiological Studies—Depression scale (CES-D). Thirty Spanish and 22 English speakers completed both computer-telephone and face-to-face CES-D methods and an oral depression checklist in counterbalanced order. Both language groups reported high positive ratings for the computer-telephone method, with the English sample preferring the computer-telephone over the face-to-face method. In both samples, the computer-telephone method yielded high internal consistency estimates, strong alternate form reliabilities, and similar high correlations to the depression checklist. Both groups reported significantly elevated scores with the computer-telephone method, but total score variances for both methods did not differ. Computer-telephone limitations included occasional misrecognitions and template training constraints.     

The Impact of Self-Presentations on Self-Beliefs: Effects of Social Identity and Self-Presentational Context

To examine the impact of self-presentations on private self-appraisals, subjects were induced to characterize themselves positively or negatively during a face-to-face interview, during a written interview, or on a private questionnaire. As hypothesized, subjects high in Social Identity (the tendency to root identity in social sources of experience) shifted their self-appraisals in the direction of their positive or negative role after a face-to-face interaction, but were less affected by role in their private self-characterizations. In contrast, subjects low in Social Identity were primarily affected by a private, positive self-characterization. The latter subjects were not indifferent to how they appeared to others, as indicated by their attempts to rationalize negative, face-to-face self-presentations; they simply did not define themselves in terms of their public appearance.     

Integration processes during frequency graph comprehension: Performance and eye movements while processing tree maps versus pie charts

Frequency graph types differ in the way how data are translated into visual representations. We compared 2 visualization methods, a traditional circular representation (pie chart) and a rectangular representation (constant column width tree map), which were hypothesized to differ regarding the cognitive ease of visual comparison processes. Performance was evaluated in tasks involving proportion and comparison judgments under both highly controlled and more realistic circumstances. The results showed performance benefits (in terms of reduced response times or error rates) for rectangular representations. Additional eye movement analyses revealed that this benefit was mainly due to a facilitation of scanning the graph for relevant information. The results suggest that facilitating comparison processes by representing the critical variable in less complex visual dimensions (i.e., straight length with constant orientation instead of surface area or curved length) eventually enhances the efficiency of integration processes during graph comprehension.     

Intrusiveness and Persuasive Impact of Three Communication Media1

Two field experiments compared the persuasive impact of communications delivered face-to-face, by telephone, or by letter. In both studies, letters did not differ from faccto-face contacts but telephone calls were less effective. In the second experiment, personalness interacted with communication medium such that addressing subjects by name reduced the impact of face-to-face encounters, increased that of letters, and had no effect on phone calls. A third sample of subjects rated the appropriateness of name usage by salespeople, indicating a salesperson should give his own name but was inappropriately personal when calling the subject by name. The findings support the notion that varying media and name usage varies the psychological distance between communicator and recipient. At appropriate psychological distances, communicators and communications have optimum effectiveness; at too great or too little distance, they lose impact. Thus, not only is selection of proper medium important to communicators but how the medium is used can affect impact.     

Sex differences in reporting sensitive behavior: A comparison of interview methods

While telephone surveys generally are considered to be comparable to in-person interviews for the collection of survey data, their utility for the acquisition of sensitive information from respondents remains in question. This paper examines the effect of interview method upon self-reports of a threatening topic—substance use—for male and female college students. It is hypothesized that males may be less likely to admit sensitive behaviors in telephone interviews, compared to face-to-face encounters, due to an interaction of a characteristic of the telephone medium (i.e., the lack of balanced exchange of identifying information between the interviewer and respondent) and aspects of the male sex role, which discourages self-revelation. Findings indicate that differences in reported use of both legal and illegal substances by interview method were greater among males than females. These gender differences in reporting behavior by survey method remained after statistical controls were applied.     

Dynamic Interviewing Program (DIP): automatic online interviews via the instant messenger ICQ.

A Dynamic Interviewing Program (DIP) is presented for automated online interviewing via the instant messaging service ICQ. DIP can conduct parallel structured interviews with several ICQ users at a time, 24 hours a day. The interview itself can be dynamic (branched testing), which means that each question depends on the answer given to the previous one. An online ICQ address book offers the possibility to validate demographic data in order to evaluate data quality. Experiences with DIP and a first empirical study open up new perspectives for Internet-based automatic interviewing.