An Interactional Model of the Call for Survey Participation: Actions and Reactions in the Survey Recruitment Call

Online surveys as discourse context: Response practices and recipient design

While a growing body of work has focused on the interactional organization of telephone survey interviews, little if any research in conversation and discourse analysis has examined written online surveys as a form of talk-in-interaction. While survey researchers routinely examine such responses using content analysis or thematic analysis methods, this shifts the focus away from the precise language and turn constructional practices used by respondents. By contrast, in this study we examine open-ended text responses to online survey questions using a conversation analytic and discourse analytic approach. Focusing on the precise turn constructional practices used by survey respondents- specifically, how they formulate multi-unit responses and make use of turn-initial discourse markers- we demonstrate how online survey respondents treat open-ended survey questions much as they would any similar sequence of interaction in face-to-face or telephone survey talk, making online surveys a tenable source of data for further conversation analytic inquiry.

Interaction Before and During the Survey Interview: Insights from Conversation Analysis

Conversation analysts have described the formation of actions and the sequential organization of talk in a wide variety of contexts and offer resources that can be used to study interaction in the interview. Conversational practices are relevant before and during the survey interview: First, the process of recruiting sample members to become respondents provides a site in which an analysis of actions can be applied with a measurable outcome - the effects on participation. Second, once the interview and the task of measurement begins, conversational practices intersect with - and sometimes disrupt -- the "paradigmatic" question-answer sequence, complicating our notions of what it means to "measure" a construct in interaction. CA provides insights into interaction at both these tasks. This paper selectively reviews work that uses conversation analysis to understand the survey interview and offers some new applications (e.g., examining answers to yes-no questions).

GREETING AND RESPONSE: PREDICTING PARTICIPATION FROM THE CALL OPENING

Although researchers have used phone surveys for decades, the lack of an accurate picture of the call opening reduces our ability to train interviewers to succeed. Sample members decide about participation quickly. We predict participation using the earliest moments of the call; to do this, we analyze matched pairs of acceptances and declinations from the Wisconsin Longitudinal Study using a case-control design and conditional logistic regression. We focus on components of the first speaking turns: acoustic-prosodic components and interviewer's actions. The sample member's "hello" is external to the causal processes within the call and may carry information about the propensity to respond. As predicted by Pillet-Shore (2012), we find that when the pitch span of the sample member's "hello" is greater the odds of participation are higher, but in contradiction to her prediction, the (less reliably measured) pitch pattern of the greeting does not predict participation. The structure of actions in the interviewer's first turn has a large impact. The large majority of calls in our analysis begin with either an "efficient" or "canonical" turn. In an efficient first turn, the interviewer delays identifying themselves (and thereby suggesting the purpose of the call) until they are sure they are speaking to the sample member, with the resulting efficiency that they introduce themselves only once. In a canonical turn, the interviewer introduces themselves and asks to speak to the sample member, but risks having to introduce themselves twice if the answerer is not the sample member. The odds of participation are substantially and significantly lower for an efficient turn compared to a canonical turn. It appears that how interviewers handle identification in their first turn has consequences for participation; an analysis of actions could facilitate experiments to design first interviewer turns for different target populations, study designs, and calling technologies.

Interviewing Practices, Conversational Practices, and Rapport: Responsiveness and Engagement in the Standardized Survey Interview

"Rapport" has been used to refer to a range of positive psychological features of an interaction -- including a situated sense of connection or affiliation between interactional partners, comfort, willingness to disclose or share sensitive information, motivation to please, or empathy. Rapport could potentially benefit survey participation and response quality by increasing respondents' motivation to participate, disclose, or provide accurate information. Rapport could also harm data quality if motivation to ingratiate or affiliate caused respondents to suppress undesirable information. Some previous research suggests that motives elicited when rapport is high conflict with the goals of standardized interviewing. We examine rapport as an interactional phenomenon, attending to both the content and structure of talk. Using questions about end-of-life planning in the 2003-2005 wave of the Wisconsin Longitudinal Study, we observe that rapport consists of behaviors that can be characterized as dimensions of responsiveness by interviewers and engagement by respondents. We identify and describe types of responsiveness and engagement in selected question-answer sequences and then devise a coding scheme to examine their analytic potential with respect to the criterion of future study participation. Our analysis suggests that responsive and engaged behaviors vary with respect to the goals of standardization-some conflict with these goals, while others complement them.

Asking to Speak to Another: A Skill for Soliciting Survey Participation

This paper is in the vein of applied conversation analysis, dealing with a problem of declining participation rates for survey interviews. When calling a household to request participation in a survey, interviewers may ask for a pre-selected "sample person." We first explore how interviewers design this request in a more or less presumptive way, depending on how and when they identify themselves. Secondly, we analyze different linguistic structures that embody degrees of entitlement. Thirdly, we examine greeting items for their degree of ceremoniousness and in terms of what work they do when not part of an explicit greeting sequence. We examine other features of asking to speak to another as well, including "please" and references to the sample person. Our strategy for analyzing survey interview data is to explore the design of "switchboard" requests in ordinary telephone calls. We relate our analysis to previous research that addresses whether the detailed practices for asking to speak to another matter for obtaining consent to do an interview. We draw implications for obtaining participation in the survey interview and other kinds of phone call solicitations. Data in American English.