Researching a segmented market: reflections on telephone interviewing

Purpose The purpose of this paper was to review the effectiveness of telephone interviewing for capturing data and to consider in particular the challenges faced by telephone interviewers when capturing information about market segments. Design/methodology/approach The platform for this methodological critique was a market segment analysis commissioned by Sport Wales which involved a series of 85 telephone interviews completed during 2010. Two focus groups involving the six interviewers involved in the study were convened to reflect on the researchers’ experiences and the implications for business and management research. Findings There are three principal sets of findings. First, although telephone interviewing is generally a cost-effective data collection method, it is important to consider both the actual costs (i.e. time spent planning and conducting interviews) as well as the opportunity costs (i.e. missed appointments, “chasing participants”). Second, researchers need to be sensitised to and sensitive to the demographic characteristics of telephone interviewees (insofar as these are knowable) because responses are influenced by them. Third, the anonymity of telephone interviews may be more conducive for discussing sensitive issues than face-to-face interactions. Originality/value The present study adds to this modest body of literature on the implementation of telephone interviewing as a research technique of business and management. It provides valuable methodological background detail about the intricate, personal experiences of researchers undertaking this method “at a distance” and without visual cues, and makes explicit the challenges of telephone interviewing for the purposes of data capture.

Knowledge-based management systems for the police force

Knowledge-Based Management Systems enable new ways to process and analyse knowledge to gain better insights to solve a problem and aid in decision making. In the police force such systems provide a solution for enhancing operations and improving client administration in terms of knowledge management. The main objectives of every police officer is to ensure the security of life and property, promote lawfulness, and avert and distinguish wrongdoing. The administration of knowledge and information is an essential part of policing, and the police ought to be proactive in directing both explicit and implicit knowledge, whilst adding to their abilities in knowledge sharing. In this paper the potential for a knowledge based system for the Mauritius police was analysed, and recommendations were also made, based on requirements captured from interviews with several long standing officers, and surveying of previous works in the area.