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A solutions-based approach, illustrated by case studies, which show how inferences can be improved from surveys administered to biased, low response rate and non-probability samples.
It addresses how to improve the accuracy of the survey estimates we generate from poorer quality and non-probability samples.
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I described these two studies during the Research in Practice: Studies UXers should know about workshop. I expected them to be drive-bys ... as in, "Yah, yah, .. have heard that ... let's move on." I was surprised to find that the group -- a sharp, engaged and thoughtful group-- didn't know these studies. Instead of a few minutes description, we discussed and debated how these studies might influence UX practice for almost an hour. Based on that, I got nudged (Culprit = @susandra Susan Dray) to presenting these two @ the UXPA unconference.
There are many other studies studies that all UXPros should be familiar with ...
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A solutions-based approach, illustrated by case studies, which show how inferences can be improved from surveys administered to biased, low response rate and non-probability samples.
It addresses how to improve the accuracy of the survey estimates we generate from poorer quality and non-probability samples.
2 Studies UX types should know about (Straub UXPA unconference13)Kath Straub
I described these two studies during the Research in Practice: Studies UXers should know about workshop. I expected them to be drive-bys ... as in, "Yah, yah, .. have heard that ... let's move on." I was surprised to find that the group -- a sharp, engaged and thoughtful group-- didn't know these studies. Instead of a few minutes description, we discussed and debated how these studies might influence UX practice for almost an hour. Based on that, I got nudged (Culprit = @susandra Susan Dray) to presenting these two @ the UXPA unconference.
There are many other studies studies that all UXPros should be familiar with ...
Improving Your Literature Reviews with NVivo 10 for WindowsQSR International
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The webinar will show how ACS uses surveys as a mechanism to collect data, understand the audience, and make data-driven decisions.
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Getting Started and Finishing your Dissertation Using NVivoQSR International
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This material caters the descriptions and different techniques of Internet-based researches. This material also caters helpful web sites and search engines.
A study of the availability and use of assistive technology with dyslexic pup...Abi James
Presented by Malcolm Litten at the BDA International Conference, March 2014
Despite the existence of a variety of tools designed to assist individuals who experience difficulties in reading and writing, research reveals that only a minority of schools actually employ them with their pupils. Even where there exist good quality freeware tools, few schools have a policy of systematically making these available on their network. Research has demonstrated the positive value of such assistive technology and a recent change in exam access arrangements at GCSE argues that its use to assist print-impaired candidates read text is acceptable as proof of independent reading. This paper describes the present failure to enable dyslexic pupils to engage independently in their education and explores the factors that prevented even the best-intentioned schools from offering their pupils the chance to use text-to-speech in the 2013 English GCSE exams.
Using text-to-speech in exams - practical solutions and pitfalls, UK perspectiveAbi James
Presented by Paul Nisbet and Abi James at the BDAN International Conference, March 2014.
Since 2012 the JCQ Access Arrangements have acknowledged that candidates using a Computer Reader or text-to-speech technology are reading independently making such provision available to candidates in exams that test reading skills for the first time. While use of digital exams with text-to-speech has been widely supported in Scotland through the work of SQA and CALL Scotland for a number of years, the rest of the UK has not had equivalent access. From 2013/14 exam boards in England, Wales and Northern Ireland propose to provide digital versions of exam papers to schools for text-to-speech users. This paper will draw on experiences in Scotland and the work of the BDA New Technology Committee to identify processes and best practices within schools for using these digital papers and to identify the best text-to-speech technology to maximise the benefits for students.
Data and Perception: How American Cancer Society Uses Surveys to Increase Eng...TechSoup
American Cancer Society (ACS) runs one of the largest longitudinal studies of behavioral data for cancer prevention. Recently, ACS embarked on a journey to better connect and build a community around the study's participants with the aim of increasing engagement and better delivering information to them. In this webinar, we will discuss how nonprofits can
- Create a research-focused community
- Communicate effectively with their participants about upcoming surveys
- Develop best practices around messaging and program development
The webinar will show how ACS uses surveys as a mechanism to collect data, understand the audience, and make data-driven decisions.
Total Survey Error & Institutional Research: A case study of the University E...Sonia Whiteley
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Mitigating survey error involves finding a balance between a achieving a survey with minimal error and a survey that is affordable. It is also often the case that addressing one source of error can inadvertently increase another source of error.
TSE provides a conceptual framework for evaluating the design of the University Experience Survey (UES) and offers a structured approach to making decisions about changing and enhancing the UES to support continuous improvement. The implications of TSE for institutional research are discussed using the UES as a case study.
Usability Testing for Survey Research:How to and Best Practicesegeisen
This presentation describes how usability testing of surveys can be used to improve data quality and reduce respondent burden. We describe what kind of surveys can be tested and when. We also provide practice advice for planning, conducting, and analyzing usability tests of surveys.
Getting Started and Finishing your Dissertation Using NVivoQSR International
In Part 1 of this 4-Part series we will look at the way NVivo has been discussed in other dissertations, usually in methods and findings, provide tips from committee members and NVivo consultants about communicating findings; and give you a sense of the end-game so you can start putting the pieces together!
On Good Behavior: Human Factors + Building PerformanceKath Straub
Presentation at Greenbuild 2016. Presented by Jeni Cross and Kath Straub. Moderated by Sharon Refvem. As effective passive solutions and newer, smarter systems continue to improve building efficiency, the impact of occupant behavior on building performance has become ever more evident. What motivates people to engage in best behavior? Find out how lessons from scientific research can impact building performance. Hear from behavior experts about how to effectively engage the passive majority of building occupants to facilitate substantive, positive impacts on performance, health, and wellbeing in the built environment. A cognitive scientist and sociologist share insights into how social norms and human behavior can be leveraged for this purpose. Engaging human factors effectively requires a whole systems approach - one that addresses not just occupants, but also the organization, community, and marketplace. Although there is not a one-size-fits-all solution for facilitating positive behavior change, there are useful strategies. Early engagement with building occupants and organizational leaders is a critical first step in identifying project specific needs, constraints, and opportunities. Learn how to identify target audiences, frame messages, and implement positive measures effectively.
Center for Civic Design workshop on September 26, 2014 to discuss what we learned in our project and share insights, experiences, and example materials with the election officials who made this work possible by hosting our researchers
With the help of this powerpoint presentation, Ken Mease, discusses the advantages of various types of data sources and collection methods, including archival and secondary data, survey data, quantitative and qualitative approaches and data, and finally de jure and de facto information. The presentation was held at the Workshop on Governance Assessment Methods and Applications of Governance Data in Policy-Making (June 2009)
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This paper explore the capabilities of topic mining , and suggests areas where the tool is a good fit, as well as situations where topic mining may be unsuitable.
QuestionPro Audience Webinar - How to Improve Data Quality For Your ResearchQuestionPro
With millions of people interacting online it only makes sense for market researchers to conduct research with online communities. The internet allows increased access to a wide range of diverse audiences, but gathering quality data from these participants can be challenging. This webinar will help you understand how to improve your data collection practices through better survey design methodology, tips to avoid response bias, variations in question styles and optimal data analysis. John Barrett, CEO of Priority Metrics Group, will share strategies regarding design methodologies that will keep your respondents engaged. With over 20 years experience working with Fortune 500 companies, John Barrett knows how to optimize results.
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IFD&TC 2018: An Experiment with Voice Recognition to Improve Call Center Quality
1. An Experiment with Voice Recognition to
Improve Call Center Quality
Lew Berman, PhD, MS
Don Allen
Chuck Akin
Josh Duell
Matt Jans, PhD
May 21, 2018
2018 International Field Directors and Technology Conference
Denver, Colorado
2. Agenda
Framing the problem
Monitoring metrics
Experimental design
Results
Discussion
2
3. Framing the problem
Call center monitoring for large-scale national phone surveys
Current approach
Record all interviews and save recordings for 60 days
Randomly select ~10% of ‘survey time’
Include a variety of dispositions
Challenges
Many files and considerable disk storage, much of which is not actively used
Manually monitor calls
Costly to review calls and store files
Difficult to track performance over time or in real-time
Thus, investigating automation
3
4. Current Approaches
Common elements, varying by mode
Silent monitoring during call
Direct observations
Telephone verification interviews
Record and review interview (CARI)
Data checks
Typically review about 5-10% of all interviews [FEDCASIC 2018]
RTI Quality Monitoring System [SPEIZER 2008]
Standardized approach to telephone and in-person survey
Monitoring of protocols, metrics, and feedback
Collection of trend data
Increased efficiency of monitoring operations
4
5. Monitoring Metrics – Anticipated
Automation Challenges
Automation Challenge
Least challenging,
but not simple
Moderately
challenging
Very challenging
Interviewer Speech
Acceptable speech tempo
Reads questions verbatim
Enunciation is clear and not breathy, crackly, strained, etc.
Avoids monotonic speech patterns
Avoids repeating words, pauses, filled pauses (“um”), dead air
Maintains neutrality / impartial and not leading
Data Capture
Correctly record data
Correctly record dispositions
Demeanor / behavior
Addresses resistance
Converts refusals appropriately
Engages respondent
Maintains control of the interview
Stays on script and does not lead
Tone is professional and pleasant
Transitions in acceptable manner
5
6. Our Study: Correctly Record Data - Low
Hanging Fruit
Operational Definition: interviewer correctly records respondent answer and
does not inadvertently or purposefully miscode answers or dispositions
Reasons to monitor incorrectly recorded data
Attention diverted
Interviewers moving between surveys and gets stuck in keystroke patterns
Falsify data (changing or omitting data)
Fabricate data (make up data)
Improve production rates
Measurement
Compare response in database to that provided by respondent
6
7. Experimental Design
Respondents: 51 ICF employees, friends, and family invited
42 participated: 20 female (48%), 22 male (52%)
Native and non-native English speakers
Interviewers: 3 experienced female interviews
Received basic training on study
Study conducted June 2017, Voxco platform, cell phones only
7-item instrument, but respondents provided with random responses
Cell phones
Carriers primarily Verizon (48%) and AT&T (31%)
Devices primarily iPhones (79%)
Determined to be non-human subjects research
7
8. Conceptual View of Voice Recognition Process
for Correctly Record Data
Synonym
Matching
Male same as boy, mail
Female same as girl, woman
* Photos by Unknown Author and are licensed under
CC BY-NC-SA. Changes have been made to
diagrams.
JSON File Output with
Voice Recognition Data
Phone
Interview
with
Respondent
Voxco Survey
Software Platform
Microsoft Voice
Recognition REST API
Wav files for recorded
questions and
responses
Word
Filtering
Hesitations, pausing,
emotional expressions, etc.
8
12. Discussion – Technical Aspects
Results are promising for verification of correctly recording responses
Filtering
Currently manual operation, but can be automated
Requires word corpus (e.g., “um”) and rules such as removing repeats
Synonym corpus
Well understood for gender, yes-no
However, other questions such as scales / categorical questions will need additional effort
12
13. Discussion – Human Impacts
Interviewers
Provide timely feedback for new interviewers
Follow-up with objective information for interviewers with poor performance
Should not be used in a punitive manner, but as a tool for corrective action
Management
Understand impact of coaching and training
Produce daily, weekly, monthly trends reports for supervisors, interviewers, and clients
Sponsor perspective
Increase level of monitoring
Focus on key interview questions for 100% monitoring
Utilize objective measures
13
14. General Limitations
No noise-filtering done on sound files
Occasionally no clean break between interviewer and respondent
Only considered English interviews
Did not account for non-native speakers in analyses
Occasionally the Microsoft Cognition API would respond with errors
14
15. Voxco Limitations
Typically records interview as one “.wav” file
Prefer separate “.wav” files per question and response
Implications for setup, interviewer adjustments, and run-on question/response
Manually broke up “.wav” files into interviewer and respondent files
Future work required to differentiate
Signal & noise
Interviewer, respondent, dog, baby, …
15
16. Future
Automate the division between interviewer and respondent
Utilize noise filtering prior to voice recognition
Look at other question types such as Likert scales and dates
Automate speech tempo
16
17. Lew Berman, PhD, MS
Email: lewis.berman@icf.com
Phone: 301-407-6833
17
18. References
[FEDCASIC 2018] Federal Computer Assisted Survey Information Collection (FedCASIC)Workshops: Roundtable: What Makes a Good
Interviewer? Metrics and Methods for Ensuring Data Quality. (2018) Organizers: Matt Jans, Lew Berman. Moderator: Matt Jans. April
18, 2018, Suitland, MD. https://www.census.gov/fedcasic/fc2018/ppt/full_program_2018.pdf.
[JACEWICZ 2009] Jacewicz E, Fox RA, O’Neill C, Salmons J. Articulation rate across dialect, age, and gender. Language variation and
change. 2009;21(2):233-256. doi:10.1017/S0954394509990093.
[NCVS 150] National Center for Voice and Speech. Tutorials - Voice Production. Voice Qualities.
http://www.ncvs.org/ncvs/tutorials/voiceprod/tutorial/quality.html
[SPEIZER 2008] Speizer H, Kinsey S, Heman-Ackah R, Thissen M. Rita. (2008) Developing a Common, Mode-independent, Approach
for Evaluating Interview Quality and Interviewer Performance. Research Triangle Institute Internal Report.
https://www.rti.org/sites/default/files/resources/kinsey_iii-c.pdf.
[TSAO 2006] Tsao Ying-Chiao, Weismer Gary, Iqbal Kamran. Interspeaker variation in habitual speaking rate: Additional evidence.
Journal of Speech, Language, and Hearing Research. 2006;49:1156–1164.
18