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212 CHAPTER 8 Interviews and focus groups

not count on using an inexpensive video camera to record screen output from a com-
puter: such recordings generally don't work well. Screen-capture software operating
directly on the computer would be a better bet. Audio recording is, of course, simpler
and more straightforward. You might consider using audio recording along with still
pictures from a digital camera. This will give you much of the benefit of video with-
out the overhead.
Whatever approach you take to recording, you should be careful to respect the
privacy and anonymity of your subjects. Written notes and recordings should be
treated as identifying information which should be kept securely and treated as
confidential.
You should have a consistent policy for dealing with comments made after you
close your notebook or turn off the recording device. As you are wrapping up or even
walking out by the door, some participants may make comments that are of interest.
You can certainly pull your notebook back out or restart your audio recorder or cam-
era, but you should deal with these comments consistently (Robson, 2002).
Paper notes, photos, and electronic recordings need not be the only records of
your interview. If you ask users to complete a task on the computer, you might
collect (with their permission) screen shots illustrating their tasks in progress. Any
conceptual maps, drawings, or other outputs from tasks associated with your inter-
view questions should be considered as part of the interview record and analyzed
accordingly.

8.8.3 DURING THE INTERVIEW
8.8.3.1 Rapport
From the start of the interview, you should strive to help your interviewees feel
comfortable and at ease. If you can convey the impression of being a professional,
friendly, and likable person, your interviewees will be more inclined to trust you with
honest and useful feedback. You may find that interviewees who are more at ease will
be more candid with responses, providing useful input instead of telling you what
they think you want to hear.
Steps that you take to make your interviewees feel more comfortable may have
the added benefit of making the experience more enjoyable for you as well. This can
be particularly important for projects involving a large number of interviews: if you
dread the thought of conducting the next interview, it may not lead to much in the
way of useful data.
Creating an environment that encourages open conversation is easier said than
done. The first few minutes of an interview are crucial (Kvale, 2007): if you establish
good rapport quickly, the rest might flow easily. To make the all-important good first
impression, you should be friendly and supportive. Listen carefully, sincerely, and
respectfully (Kvale, 2007): after all, you've invited the interviewee to participate—if
you cannot be concerned enough to be interested, why should they? Be respectful,
straightforward, clear, and nonthreatening (Robson, 2002). Judgmental responses are
inappropriate. Cringing or frowning when you hear a response that you don't like