¤     DATA COLLECTION

  In order to assure a comprehensive data collection effort, PMR will take the following measures:
                    1.  Advanced Planning
                                a.  Scoping meeting on project
                                b.  Detailed workplan established
                                c.  Creation of documentation system
                    2.  Data Collection Preparation
                                a.  Selection of Interviewing Team for project
                                b.  Special Interviewer training sessions for survey
                    3.  Conduct Telephone Survey "Pre-Test"
                                a.  Train pre-test interviewer
                                b.  Conduct pre-test
                                c.  Analyze pre-test results
                                d.  Document pre-test results
                    4.  Conduct Telephone Survey                               
                                a.  Create Data Base called Telephone Successful Completion File  which will
                                      contain records of all completed interviews
                    5.  Quality Review
                                a. Review of all project records for completeness and reasonableness
                                b.  Implement a systematic routine which will assure  interviewer quality
                                     control  and the proper disposition of respondents
                    6.  Transfer of Data Files to Client During Course of Project
                                a.  Provide "state of the project" copies of files and printed summaries

¤         DATA PROCESSING

PMR will take the following measures to assure comprehensive and accurate processing of data taken from the data collection effort:
                      1.  Editing
                      2.  Error Resolution
                      3.  Imputation Procedure  
                      4.  Inflation of sample data to national estimates
                      5.  standard errors
                      6.  data base and software
                      7.  statistical reports
                      8.  production of data diskettes
                      9.  updating of archival data tapes
                    10.  other recurring tabulations
                    11.  supplemental data analysis
                    12.  maintenance of integrated data base (if desired)
                    13.  tape library
                    14.  data user guides
                    15.  cross survey data consistency/quality control
                    16.  softwareupdate
                    17.  training and instruction for CLIENTâS staff
                    18.  prepare required time-line reports and final report
                    19.  other reports (if desired)            

¤         PMRâS CUSTOMIZED INTERVIEWER TRAINING

  Training for the survey will consist of half-day sessions on site at our PMR National CATI Telephone Survey Center.  These face-to-face sessions will be led by Dr. Elaine M. Lyons-Lepke, President of PMR and Sonia Holowatsch, PMRâs Telephone Survey Supervisor.  A member of the clientâs staff can assist (either by phone or in person) in the briefing for the project to ensure all issues and questions regarding the respondents and the study are covered.  The training team will be using instruction material developed specifically for the project.  Both the training agenda and materials from the surveys will be available for review by the clientâs staff prior to the data collection effort.  The sessions will include:  (1) an overview of the purpose and importance of the study, (2) review of the general interviewing principles and techniques, (3) review and practice with the final questionnaires and (4) the reiterating of details learned in PMR's ongoing training sessions, but applied to the surveys.  The training will include techniques of interviewer-respondent rapport, the importance of asking questions exactly as worded and in proper order, asking every question required and the importance of accurate callback information to minimize non-response.  The interviewers will also be trained on skip pattern procedures for the interview on the CATI system and on techniques for entering data as it is collected.  Further, interviewers will be trained specifically on procedures for handling the survey samples and the techniques necessary to record call outcomes, including any bi-lingual interviewing and/or questionnaire translation into another language. 

The interviewer training team will familiarize interviewers on any terminology unique to the study.  Dr. Lyons-Lepke will supervise, observe, counsel and monitor interviewers on an ongoing basis throughout the telephone data collection period. 

  The training program will be designed for an 80% or better completion rate for the telephone survey.  At the conclusion of training, the project's interviewing staff shall be able to:
                    (1)  identify and reach all appropriate respondents and establish rapport

                    (2)  explain the nature and purpose of the survey and answer questions 
                            commonly asked by respondents in deciding whether or not to cooperate

                    (3)  arrange with potential respondents any of a variety of methods of obtaining
                            the required data (i.e. call back on our toll-free 800 number, etc. )

                    (4)  conduct interviews to obtain required data

                    (5)     use and understand common terminology relevant to the client and the
                               people responding to the survey

                    (6)  complete accurately and in a timely manner all required forms and procedures
                                for reporting

                    (7)  use the CATI system, its features and applications for interviewing

  PMR has broad experience in interviewing both the general public, targeted consumers, heads of companies, department heads, industry professionals, organizational members and others in numerous survey situations.  PMR has never needed to include an incentive in order to conduct our telephone interviews with these groups and will not require one for the surveys.

  PMR interviewers will utilize its computer-assisted telephone interviewing stations (CATI) for the surveys. Computerized interviewing provides the researcher with techniques that make the interviewing process less of a strain for both the interviewer and the respondent.  This technique allows the interview to be more complex through branching and skip patterns than with paper questionnaires.  Single condition branching automatically by computer, that is, the next question to be asked depends on the answer to the previous question, and multiple condition branching, where the next question to be asked depends on answers to several previous questions, allows for much more complex data gathering than with paper and pencil questionnaires.  Further, with our system, the reduction in interviewer burdens allows the interviewer to concentrate on the respondent's needs rather than be concerned about skip patterns.  Our system also aggregates interview results into a master database, writes data to a transferable file and can perform statistical summaries of responses such as marginals, frequencies and cross tabulations. 

  When calling, the interviewers will give an appropriate introduction of the survey to the respondent and, if the respondent is not available at the time, the interviewer will leave the appropriate message requesting that the respondent call our offices.  In this case, all respondents not available at the time of the phone call will be given PMR's toll-free 800 number to return their call at another time.  Interviewers at the PMR National CATI Telephone Center will be on standby between 8:00AM and 12:00PM to receive any callbacks (CATI interviewers will be available for targeting callbacks from respondents in western time zones).  If we see that callbacks are coming in after that period, we will adjust our hours accordingly to accommodate late calls.  At the same time, PMR will continue to call respondents back as well, not leaving the callbacks solely to the respondent.  In our effort achieve a high completion rate, no maximum number of callbacks will limit our attempt at reaching and conducting  the interview for each selected respondent from the sample provided.  Call-backs will be attempted during various times of the day and various days of the week in order to increase the probability of finding a person at home.

  Dr. Lyons-Lepke, and Ms. Holowatsch, along with a team of telephone survey center supervisors will supervise the data collection activity closely and at all times.  Interviewers will be monitored through both silent-monitoring techniques and by personal hands-on supervision.  During all phases of the data collection process PMR will provide for the secure and confidential storage of all hardcopy forms and computer files pertaining to the surveys.  Dr. Lyons-Lepke and the PMR staff will also provide for the secure and confidential transmission of data between PMR offices and client.

 In calculating completion rates, PMR utilizes the technique cited in:

            MARKETING RESEARCH
            David J. Luck (University of Delaware)
            Ronald S. Rubin (University of Central Florida)
            Prentice-Hall, Inc., Englewood Cliffs, NJ  076321987, Seventh Addition
            Chapter Thirteen - Field Procedures
            Heading:  Measurement of Nonresponse, pages 310-311.

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