I considered a telephone interview as part of my research, however Irvine et al., (2013) discusses ‘Hermanovicz (2002: 497) claims that in telephone interviews ‘breakdowns in communication easily arise simply by being apart. Consequently, the ability to conduct a meaningful conversation is readily compromised’. It has also been suggested that clarifications may be harder to execute over the telephone (Burnard, 1994).’
Reference to more clarifying questions being asked resonated with me. My role as a Samaritans listening volunteer has involved extensive training in listening techniques. I take telephone calls whilst on duty and use enhanced listening skills to have conversations with callers. I use clarifying questions to seek further detail of how a caller is feeling. Full concentration is required for a telephone conversation, I write notes to help remember what a caller has said, using the same language to build rapport. Mobile phones or any other screens or devices are hidden whilst calls are taken.
Irvine’s research concludes that ‘there remained slightly more of these requests for clarification of question parameters in the telephone interviews, as compared to face-to-face.’ The authors acknowledge that they conducted a small-scale investigation.
I disagree with Irvine’s statement that ‘the ability to conduct a meaningful conversation is easily compromised’. This can be overcome with enhanced listening skills involving complete concentration and can be an advantage for sensitive issues.
Telephone interviews can require more concentration and Irvine gives conflicting points of views about length of interviews, discussing first that telephone interviews may be shorter due to the amount of concentration that is required. Then discussing that others have reported that telephone interviews do not differ in length from face to face. I can reduce this conflict with a structured interview and can send the schedule to the interviewees prior to the meeting so that they are able to prepare.
Whilst full concentration could be given to the telephone interview for my project, the topic of my research involves physical objects that need to be viewed and handled, a face-to-face interview where conversation could take place with objects for inspiration is more appropriate.
Bibliography
Irvine, A., Drew, P. and Sainsbury, R. (2013) ‘“Am I not answering your questions properly?” Clarification, adequacy and responsiveness in semi-structured telephone and face-to-face interviews’, Qualitative Research, 13(1), pp. 87–106. doi: 10.1177/1468794112439086.