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Sample and Frame Maintenance Through Computer Assisted Telephone Interviewing

The Sample and Frame Maintenance Procedures (SFMP) forms are used to interview ABS business survey respondents over the phone about business structure and ownership changes etc. The paper forms have been converted into Blaise Computer Assisted Telephone Interviewing (CATI) forms so that ABS staff can conduct more efficient and accurate SFMP interviews, create electronic files and easily update other systems. Usability tests were conducted by Forms Consultancy Group (FCG) in developing a SFMP instrument.

The purpose of this test was to simulate proper SFMP interviews using actual Provider Contact Unit (PCU) operators. Twenty-one interviews were conducted. Real data from previously completed paper forms were used for the most common types of interview, so the accuracy of the results could be examined. The outcome was a refinement of the screen design and question wording so that smooth and methodologically sound collection of data could be achieved.
Five PCU operators were used in the tests and other staff acted as pretend respondents. These staff called the operator from elsewhere and the operator asked the SFMP questions on the screen and entered data based on the pretend respondent's comments. This process was observed by FCG staff.

The tests confirmed the effectiveness of our current CATI standards which guided the initial development of the instrument. Some of the major findings include:

• it needs to be very clear what the operator has to do on screens where there is no question, and these screens should be avoided where possible;
  
• questions where the actual spoken question starts at the top of the screen and finishes with more than one "end" next to each select-button, should be used with care. They don't work if there are notes presented in the middle of what the operator has to say, or if the rephrasing required leaves out key words from the question;
  
• issues with the structure and words of the SFMP form arose, for example additional "Don't know" options were required for some yes/no questions;
  
• some formal training in basic use of Blaise CATI instruments is required for all staff using the instruments.