Applying survey research methods to gather customer data and to obtain user feedback

Content and Complexity: Information Design in Technical Communication

Volumn 9781410607409, Issue , 2014, Pages 285-306

  Zimmerman, Beverly B ^a   Clarke, Maribeth C ^a  

^a BRIGHAM YOUNG UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER DATA; RESEARCH METHOD; SURVEY RESEARCH; USER FEEDBACK;

COMPUTERS;

EID: 84884578136     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9781410607409     Document Type: Chapter

References (79)

1. Bagin, C. B., & Rose, A. M. (1991). Worst forms unearthed: Deciphering bureaucratic gobbledygook. Modern Maturity, 34,64-66.
2. Baumgartner, R. M., & Heberlein, T. A. (1984). Recent research on mailed questionnaire response rates. New Directions for Program Evaluation, 21, 65-76.
3. Biner, P. M. (1988). Effects of cover letter appeal and monetary incentives on survey response: A Reactance Theory application. Basic and Applied Social Psychology,9(2), 99-106.
4. Boser, J. A., & Clark, S. B. (1993, April). Response rates in mail surveys: A review of the reviews. Paper presented at the annual meeting of the American Educational Research Association, Atlanta, GA.
5. Bradburn, N. M. (1983). Response effects. In P. H. Rossi & J. D. Wright (Eds.), The handbook of survey research.New York: Academic Press.
6. Brehm, J. (1993). The phantom respondents. Ann Arbor: University of Michigan Press.
7. Briggs, J., & Peat, F. D. (1989). Turbulent mirror: An illustrated guide to chaos theory and the science of wholeness.New York: Harper & Row.
8. Chou, C. (1997). Computer networks in communication survey research. IEEE Transactions on Professional Communication, 40,197-207.
9. Christensen, M. (1997). An interdisciplinary theoretical framework for the mailed questionnaire process and the development of a theory on immediacy and salience as significant variables of response rates (Doctoral dissertation, Utah State University, 1996). Dissertation Abstracts International: Section B: The Sciences & Engineering,57(7-B), 47-79.
10. Conant, J. S., Smart, D. T., & Walker, B. J. (1990). Mail facilitation techniques: An assessment and proposal regarding reporting practices. Journal of the Market Research Society,32(4), 569-579.
11. Couper, M. P., & Groves, R. M. (1996). Household-level determinants of survey nonresponse. In M. T. Braverman (Ed.), Advances in survey research. New directions for program evaluation (no. 70, pp. 63-70). San Francisco: Jossey-Bass.
12. Coveney, P., & Highfield, R. (1990).The arrow of time: A voyage through science to solve time’s greatest mystery.New York: Fawcett Columbine.
13. Covey, S. R., Merrill, A. R., & Merrill, R. R. (1994). First things first.New York: Simon & Schuster.
14. de Leeuw, E. D. (1992). Data quality in mail, telephone and face-to-face surveys.Unpublished dissertation, Vrije Universiteit, Amsterdam.
15. Dillman, D. A. (1978). Mail and telephone surveys: The Total Design Method. New York: Wiley.
16. Dillman, D. A. (1991). The design and administration of mail surveys. Annual Review of Sociology, 17,225-249.
17. Dillman, D. A. (2000). Mail and Internet surveys: The Tailored Design Method. New York: Wiley.
18. Duncan, W. J. (1979). Mail questionnaires in survey research: A review of response inducement. Journal of Management,5(1), 39-55.
19. Erikson, K. A., Luttbeg, N. R., & Tedin, K. L. (1988). American public opinion. New York: Macmillan.
20. Fiedler, K., & Armbruster, T. (1994). Two halfs may be more than one whole: Category-split effects on frequency illusions. Journal of Personality and Social Psychology, 66, 633-645.
21. Fisher, J. (1999). Technical communicators and online Help: The developers’ and users’ perspectives. Technical Communication,46(3), 360-381.
22. Fox, R. J., Crask, M. R., & Kim, J. (1988). Mail survey response rate: A meta-analysis of selected techniques for inducing response. Public Opinion Quarterly,52(4), 467-491.
23. Flower, L., Hayes, J., & Swarts, H. (1983). Revising functional documents: The scenario principle. In P. Anderson, R. Brockman, & C. Miller (Eds.), New essays in technical and scientific communication: Research, theory & practice,(pp. 41-58). Amityville, NY: Baywood.
24. Furse, D. J., & Stewart, D. W. (1982). Monetary incentives versus promised contribution to charity: New evidence on mail survey response. Journal of Marketing Research, 19, 375-380.
25. Garcia, L. (1991). The fractal explorer.Santa Cruz, CA: Dynamic Press.
26. Gleick, J. (1987). Chaos: Making a new science.New York: Viking.
27. Graesser, A. C., Bommareddy, S., Swamer, S., & Golding, J. M. (1997). Integrating questionnaire design with a cognitive computational model of human question answering. In N. Schwarz & S. Seymour (Eds.), Answering questions: Methodology for determining cognitive and communicative processes in survey research(pp. 143-174). San Francisco: Jossey-Bass.
28. Greenwald, A. G., Carnot, C. G., Beach, R., & Young, B. (1987). Increasing voting behavior by asking people if they expect to vote. Journal of Applied Psychology, 72, 315-318.
29. Grice, H. P. (1975). Logic and conversation. In P. cole & J. L. Morgan (eds). Syntax and semantics, Vol. 3: Speech acts(pp. 41-58). New York: Academic Press.
30. Groves, R. M. (1989). Survey errors and survey costs.New York: Wiley.
31. Groves, R. M., & Kahn, R.L. (1979). Surveys by telephone. San Diego: Academic Press.
32. Hantula, D. A., Stillman, F. A., & Warnach, H. R. (1990). A comparison of strategies for facilitating smoking survey return in low-SES employees. Journal of Organizational Behavior Management, 11, 47-59.
33. Harvey, L. (1987). A research note on the impact of class-of-mail on response rates to mailed questionnaires. Journal of the Market Research Society, 28, 299-300.
34. Heberlein, T. A., & Baumgartner, R. (1978). Factors affecting response rates to mailed questionnaires: A quantitative analysis of the published literature. American Sociological Review, 43, 447-462.
35. Hippler, H. J., & Schwarz, N. (1986). Not forbidding isn’t allowing: The cognitive basis of the forbid-allow asymmetry. Public Opinion Quarterly, 50, 87-96.
36. Holland, V. M., & Redish, J. C. (1981). Strategies for understanding forms and other public documents. Document Design Center, American Institutes for Research, Washington, D.C.
37. Hopkins, K. D., & Gullickson, A. R. (1989). Monetary gratuities in survey research: A meta-analysis of their effects on response rates. Paper presented at the Annual Meeting of the American Educational Research Association, San Francisco, CA. (ERIC Document Reproduction Service No. ED 308-224).
38. Isakson, C. S., & Spyridakis, J. H. (1999). The influence of semantics and syntax on what readers remember. Technical Communication, 46(3), 366-381.
39. Jansen, C., & Steehouder, M. (1992). Forms as a source of communication problems. Technical Writing and Communication,22(2), 179-194.
40. Jobber, D. (1984). Response bias in mail survey: Further evidence. Psychological Reports, 54, 891-894.
41. Kanuk, L., & Berenson, C. (1975). Mail surveys and response rates: A literature review. Journal of Marketing Research, 12,440-453.
42. Krosnick, J. A. (1991). Response strategies for coping with the cognitive demands of attitude measures in surveys, Applied Cognitive Psychology, 5,213-236.
43. Krosnick, J. A. (1999). Survey Research. Annual Review of Psychology,537.
44. Krosnick, J. A., Narayan S., & Smith, W. R. (1996). Satisficing in surveys: Initial evidence. In M. T. Braverman (Ed.), Advances in survey research. New directions for program evaluation (no. 70, pp. 29-44). San Francisco: Jossey-Bass.
45. Leedy, P. D. (1993). Practical research: Planning and design(5th ed.). New York: Macmillan.
46. Linsky, A. S. (1975). Stimulating response to mailed questionnaires: A review. Public Opinion Quarterly, 39, 82-101.
47. Linton, M. (1982). Transformations of memory in everyday life. In U. Neisser (Ed.), Memory observed: Remembering in natural contexts(pp. 77-91). San Francisco: Freeman.
48. Loftus, E. F., & Fathi, D. C. (1985). Retrieving multiple autobiographical memories. Social Cognition, 3, 280-295.
49. Lockhart, D. C. (1984). The stages of mailed questionnaire returning behavior. New Directions for Program Evaluation, 21, 89-98.
50. MacNealy, M. S. (1994). Designing information-gathering forms. Proceedings of the STC Annual Conference. Arlington, VA: Society for Technical Communication, 440-442.
51. McKillips, J. (1984). Applying attitude theories to the return of mailed questionnaires. New Directions for Program Evaluation, 21, 77-87.
52. Neisser, U. (1986). Nested structure in autobiographical memory. In D. C. Rubin (Ed.). Autobiographical memory (pp. 71-88). Cambridge, England: Cambridge University Press.
53. Pepper, S. C. (1981). Problems in the quantification of frequency expressions. In D. W. Fiske (Ed.), Problems with language imprecision (New Directions for Methodology of Social and Behavioral Science, Vol. 9). San Francisco: Jossey-Bass.
54. Polit, D., & Hungler, B. P. (1999). Nursing research: Principles and methods (6th ed.). Philadelphia: Lippincott Williams & Wilkins.
55. Presser, S., & Blair, J. (1994). Survey pretesting: Do different methods produce different results? In P. Marsden (Ed.), Sociological methodology 1994. Oxford: Blackwell.
56. Reiser, B. J., Black, J. B., & Abelson, R. P. (1985). Knowledge structure in the organization and retrieval of autobiographical memories. Cognitive Psychology, 17, 89-137.
57. Rodgers, P. L., & Worthen, B. R. (1995, April). A meta-analysis of factors that influence the response rate of mailed questionnaires. Paper presented at the Annual Meeting of the American Educational Research Association, San Francisco, CA.
58. Rose, A. M. (1981). Problems in public documents. Information Design Journal, 2, 179-196.
59. Ross, M. (1989). The relation of implicit theories to the construction of personal histories. Psychological Review, 96, 341-157.
60. Salant, P., & Dillman, D. A. (1994). How to conduct your own survey. New York: Wiley.
61. Schuman, H., & Presser, S. (1981). Questions and answers in attitude surveys. New York: Academic Press.
62. Schuman, H., & Scott, J. (1987). Problems in the use of survey questions to measure public opinion. Science, 236, 957-959.
63. Schwarz, N. (1996). Survey research: Collecting data by asking questions. In G. R. Semin & K. Fielder (Eds.), (pp. 65-90). Applied social psychology. Thousand Oaks, CA: Sage.
64. Schwarz, N., Groves, R.M., & Schuman, H. (1996). Survey methods: The handbook of social psychology (4th ed., Vol. 1, pp. 143-179), New York: McGraw-Hill.
65. Schwarz, N., & Hippler, H. J. (1991). Response alternatives: The impact of their choice and ordering. In P. Biemer, R. Groves, N. Mathiowetz, & S. Sudman (Eds.), Measurement error in surveys(pp. 41-56). Chichester, England: Wiley.
66. Schwarz, N., Hippler, H.J., & Noelle-Neumann, E. (1992). A cognitive model of response-order effects in survey measurement. In N. Schwarz & S. Sudman (Eds.), Context effects in social and psychological research,New York: Springer-Verlag.
67. Schwarz, N., Strack, F., Muller, G., & Chassein, B. (1988). The range of response alternatives may determine the meaning of the question: Further evidence on informative functions of response alternatives. Social Cognition, 6,107-117.
68. Schwarz, N., & Sudman, S. (1994). Autobiographical memory and the validity of retrospective reports.New York: Springer-Verlag.
69. Shaughnessy, J. J., & Zechmeister, E. B. (1994). Research methods in psychology(3rd ed.). New York: McGraw-Hill.
70. Simon, H. A. (1957). Models of man.New York: Wiley.
71. Smith, T. W. (1983). The hidden 25 percent: An analysis of non-response in the 1980 General Social Survey, Public Opinion Quarterly, 45,386-404.
72. Strube, G. (1987). Answering survey questions: The role of memory. In H. J. Hippler, N. Schwarz, & Sudman, S. (Eds.), Social information processing and survey methodology(pp. 86-101). New York: SpringerVerlag.
73. Visser, T. S., Krosnick, J. A., Marquette, J., & Curtin, M. (1996). Mail surveys for election forecasting? An evaluation of the Columbus Dispatch poll, Public Opinion Quarterly, 60,181-227.
74. Wagenaar, W. A. (1986). My memory: A study of autobiographical memory over six years. Cognitive Psychology, 18, 225-252.
75. Wheatley, M. A. (1993). Comprehending chaos. Brigham Young Magazine, 2, 21-27.
76. Whitten, W. B., II, & Leonard, J. M. (1981). Directed search through autobiographical memory. Memory and Cognition, 9,566-579.
77. Wright, P. (1981). Informed design for forms. In R. Easterby & H. Zwaga (Eds.), Information design: The design and evaluation of signs and printed material(pp. 545-577) Chichester, England.
78. Yammarino, F. J., Skinner, S. J., & Childers, T. L. (1991). Understanding mail survey response behavior: A meta-analysis. Public Opinion Quarterly, 55,613-639.
79. Zimmerman, B. B., & Schultz, J. R. (2000). A study of the effectiveness of information design principles applied to clinical research questionnaires. Technical Communication,47(2), 177-194.