A Nicer Kind of Interrogation

Getting the information you need from teammates and users can be tricky.

Whether you are a designer drafting a user interface, a developer gathering requirements, or a researcher testing a prototype, the information you gather shapes the work you produce.

The first step to producing your best work is asking the right questions in the right way. In this session, we’ll take a look at which kinds of questions to ask and how to ask them to get the best answers.

Transcript

1. #nicerqs #codeher2014 ∙ @verbistheword A Nicer Kind of Interrogation Veronica Erb | DCWW Code(Her) Conference 13 September 2014
2. @verbistheword #nicerqs I’m a researcher. Introduction
3. Activity @verbistheword #nicerqs Who’s here? Introduction
4. @verbistheword #nicerqs You can ask questions anywhere. Introduction
5. @verbistheword #nicerqs You can ask questions about anything. Introduction
6. @verbistheword #nicerqs You can ask questions of anyone. Introduction
7. @verbistheword #nicerqs The Answer Man Introduction
8. @verbistheword #nicerqs The Question Woman Introduction
9. @verbistheword #nicerqs Think of a problem you have right now: A new project A current project A troublesome person Introduction
10. Summary @verbistheword #nicerqs Perspective Process Properties Introduction
11. Section @verbistheword #nicerqs Perspective
12. @verbistheword #nicerqs Eek! Perspective
13. @verbistheword #nicerqs Gathering information does not mean agreeing with that information. Perspective
14. @verbistheword #nicerqs Humans are lonely creatures. Perspective
15. @verbistheword #nicerqs Listening to a person will get you insight you need, AND will help them think. Perspective
16. Script #nicerqs I want to understand your perspective. Perspective Researcher Scheduling
17. Script #nicerqs I understand. ! That makes sense. Perspective Researcher Listening
18. Script #nicerqs I’ll do that. ! Good idea. Perspective Researcher Agreeing
19. Script #nicerqs Thank you for talking to me. Perspective Researcher Concluding
20. Goal @verbistheword #nicerqs Gather information without judgement Perspective
21. Section @verbistheword #nicerqs Process
22. Summary @verbistheword #nicerqs Prep Interview Reflect Act Process
23. Section @verbistheword #nicerqs Prep What ∙ Who ∙ Where Process
24. Subsection @verbistheword #nicerqs What Questions: Topic ∙ Research ∙ Spoken Process: Prep
25. @verbistheword #nicerqs Topic Question Why can’t my lead and I agree? Prep: What
26. @verbistheword #nicerqs Research Questions Is it the process? Is it personal? Do we think differently? Prep: What
27. Script #nicerqs How do you think the project’s going? ! How could I help it go better? Prep: What Researcher Spoken Questions
28. @verbistheword #nicerqs Is it personal? ! Is it the process? ! Do we think differently? Prep: What How do you think the project’s going? ! How could I help it go better? Why can’t my lead and I agree? Topic Question Research Question Spoken Question
29. Subsection @verbistheword #nicerqs Who Process: Prep
30. @verbistheword #nicerqs My teammate ! My lead’s former teammate ! My lead Prep: Who
31. @verbistheword #nicerqs My teammate ! My lead’s former teammate ! My lead Prep: Who
32. @verbistheword #nicerqs Options: Gathered People The One on One Prep: Who
33. @verbistheword #nicerqs Option: Gathered People The One on One Prep: Who
34. @verbistheword #nicerqs People need to dump their buckets. Prep: Who
35. Subsection @verbistheword #nicerqs Where Process: Prep
36. @verbistheword #nicerqs Formal: Office Informal: Restaurant Prep: Where
37. @verbistheword #nicerqs Make it a safe space. Prep: Where
38. @verbistheword #nicerqs Make it easy for the interviewee to show up. Prep: Who
39. Script #nicerqs Are you available for a 30 minute or 1 hour chat? We can meet in person or remotely. Prep: Who Researcher Invitation
40. Script #nicerqs Informational interview Prep: Who Researcher Key phrase
41. @verbistheword #nicerqs Prep: What Who Where Process: Prep
42. Goal @verbistheword #nicerqs Use preparation to make the interview easier Process: Prep
43. Section @verbistheword #nicerqs Interview Warm up ∙ Dive in ∙ Wrap up ∙ Thanks Process
44. Script #nicerqs How was the traffic? Process: Interview Researcher Warm up
45. Script #nicerqs [The juicy questions] Process: Interview Researcher Dive in
46. Script #nicerqs What should we start? What should we stop? What should we continue? Process: Interview Researcher Wrap up
47. Script #nicerqs Thank you for talking to me! Process: Interview Researcher Thanks
48. @verbistheword #nicerqs Interview: Warm up Dive in Wrap up Thanks Process: Interview
49. Goal @verbistheword #nicerqs Have a way to start and conclude, and then enjoy the conversation between. Process: Interview
50. Section @verbistheword #nicerqs Reflect Process
51. @verbistheword #nicerqs What did I learn? What can I do based on this information? Process: Reflect
52. Goal @verbistheword #nicerqs Pause between gathering information and acting on it. Process: Reflect
53. Section @verbistheword #nicerqs Act Process
54. @verbistheword #nicerqs Options: Change behavior Make a request Ask more questions Process: Act
55. Goal @verbistheword #nicerqs Make sure you use the information you’ve gathered. Process: Act
56. Summary @verbistheword #nicerqs Prep What ∙ Who ∙ Where Interview Warm up ∙ Dive in ∙ Wrap up ∙ Thanks Reflect Act Process
57. Section @verbistheword #nicerqs Properties
58. Summary @verbistheword #nicerqs Word Format Purpose Frequency Properties
59. Section @verbistheword #nicerqs Word Who can name the “question words?” Properties
60. @verbistheword #nicerqs Who What When Where Why How Properties: Word Options:
61. @verbistheword #nicerqs Who What When Where Why How Tell Properties: Word Options:
62. Script #nicerqs Why did you… How did you decide… What made you… Tell me about… Properties: Word Researcher Avoiding Why
63. Section @verbistheword #nicerqs Format Open-ended questions ∙ Prompts Cues ∙ Confirmation Properties
64. @verbistheword #nicerqs Open-ended questions ! Prompts ! Cues ! Confirmation Properties: Format Yes or no questions ! Stories Avoid: Use:
65. Script #nicerqs Do you work at AARP? Properties: Format Researcher Yes or No
66. Script #nicerqs So, I have a friend who used to work at AARP and she loved it, but then her knitting habit grew into this business. It started just with some scarves, and then hats, and then she made bags. And then, well, have you ever seen wet felting around armadillo shells? It’s absolutely beautiful, and is the most creative upcycling I’ve ever seen… But, like I was saying, how’s it at AARP? Properties: Format Researcher Story
67. Script #nicerqs How did you come to work at AARP? Properties: Format Researcher Open-ended
68. Script #nicerqs Tell me about working at AARP. Properties: Format Researcher Prompt
69. Script #nicerqs <raised eyebrow> Properties: Format Researcher Cue And then I started working at AARP. Interviewee:
70. Script #nicerqs Ok, so you started at AARP because your mother’s brother’s English professor’s son worked there and recommended you. Is that right? Properties: Format Researcher Confirmation
71. @verbistheword #nicerqs Open-ended questions ! Prompts ! Cues ! Confirmation Properties: Format Yes or no questions ! Stories Avoid: Use:
72. Activity @verbistheword #nicerqs Why do you use Sharepoint? ! Properties: Question Word + Format Open-ended Prompt Cue Summary Who What When Where How Tell
73. Goal @verbistheword #nicerqs Enable the interviewee to speak candidly. Properties: Word + Format
74. Section @verbistheword #nicerqs Purpose Subject ∙ Clarification ∙ Depth ∙ Switch Properties
75. Script #nicerqs Great. Now, how did you get into accounting? Purpose Researcher Subject
76. Script #nicerqs Tell me more about TPS reports. Purpose Researcher Clarification
77. Script #nicerqs <quiet> Purpose Researcher Depth
78. Script #nicerqs Is there anything else we should talk about? ! Do you have any questions for me? Purpose Researcher Switch
79. @verbistheword #nicerqs Purpose: Subject Clarification Depth Switch Purpose
80. Goal @verbistheword #nicerqs Use questions to steer the conversation. Purpose
81. Section @verbistheword #nicerqs Frequency Properties
82. Goal @verbistheword #nicerqs Speak as little as possible. Properties: Frequency
83. Summary @verbistheword #nicerqs Word Format Purpose Frequency Properties
84. Activity @verbistheword #nicerqs Asking a question at a pitch meeting. Exercise
85. Activity @verbistheword #nicerqs Pair up & introduce yourself. Exercise
86. Activity @verbistheword #nicerqs Clients, what I want you to ask is on the next slide. ! Service people, close your eyes! Exercise
87. Activity @verbistheword #nicerqs What time is it? Exercise
88. Activity @verbistheword #nicerqs Clients, turn so you can’t see the screen. ! Service people, the answer will be on the next slide. Exercise
89. Activity @verbistheword #nicerqs The clock in the room reads: ..: :. Exercise
90. Activity @verbistheword #nicerqs Service people, how did you answer the client’s question? Exercise
91. Goal @verbistheword #nicerqs Enable the interviewee to answer, “I don’t know.” Exercise
92. Section @verbistheword #nicerqs When you ask questions…
93. Goal @verbistheword #nicerqs Perspective: You can ask questions without knowing (what you’ll do with) the answers. Conclusion
94. Goal @verbistheword #nicerqs Process: Asking questions takes place over time. It requires patience and curiosity. Conclusion
95. Goal @verbistheword #nicerqs Properties: The details of each spoken question will shape the answers you get. Conclusion
96. Summary @verbistheword #nicerqs Asking questions is brave and smart. Conclusion
97. Summary @verbistheword #nicerqs When will you start? Conclusion
98. #nicerqs #codeher2014 ∙ @verbistheword A Nicer Kind of Interrogation Veronica Erb | DCWW Code(Her) Conference 13 September 2014
99. #nicerqs #codeher2014 ∙ @verbistheword Thanks! @verbistheword veronicaerb.com