Communitcation Errors and Repairs in the Automated Telephone Interviews
How to Cite
Rogozin D.M., Vyrskaya M.S. Communitcation Errors and Repairs in the Automated Telephone Interviews. Sotsiologicheskiy Zhurnal = Sociological Journal. 2019. Vol. 25. No. 2. P. 33-59. DOI: https://doi.org/10.19181/socjour.2019.25.2.6385 (in Russ.).
Abstract
This article presents the results of a robotic survey conducted by the Laboratory for Social Research Methodology (Institute for Social Analysis and Forecasting, RANEPA) with support from Voice Communication and the Social Validation. The goal of the survey was to select rural residents from an all-Russian sample. The 599 collected phone numbers were identified by the robot as rural. In order to accomplish this task, 64623 numbers were dialed, in 7310 cases connection was made and in 2703 cases the subscribers were asked the first question. Afterwards out of all identified cases (rural/city residents or “status not determined”), 300 were selected in order to conduct further encoding and listen to audio recordings. All of the respondents’ answers were divided into two groups: coded (or having single-valued correspondence with the proposed closures), and non-coded, which the robot was supposed to fix. Five types of non-coded answers were identified: extended answer, question interruption, counter-question, alternative notice and a service frame. For each type of non-coded answer options for fixing and improving the script of the robotic questionnaire were proposed.
Keywords:
question-answer communication, communication error, non-coded response, answer repair, human-computer telephone interview, service frame, standardized telephone interview
References
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Tourangeau R., Steiger D.M., Wilson D. Self-administered questions by telephone: Evaluating interactive voice response. Public Opinion Quarterly. 2002. Vol. 66. No. 2. P. 65–278. DOI: 10.1086/340029
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Gofman I. Frame Analysis. An Essay on the Organization of Experience. [Russ. ed.: Analiz frejmov: jesse ob organizacii povsednevnogo opyta. Transl. from Eng. by R.E. Bumagin, Ju.A. Danilov, A.D. Kovalev, O.A. Oberemko; Ed. by G.S. Batygin, L.A. Kozlova. Moscow: Institut sociologii RAN publ., 2003. 752 p.] (In Russ.)
Zil’berman N.N. Virtual interlocutors and forms of speech interaction. Gumanitarnaja informatika. 2009. No. 5. P. 80–85. (In Russ.)
Korbut A.M. “Sorry, I cannot Understand”: Ways of Dealing with Non-Understanding in Human-Robot Interaction. Laboratorium: Zhurnal social’nyh issledovanij. 2018. Vol. 10. No. 3. P. 57–78. (In Russ.) DOI: 10.25285/2078-1938-2018-10-3-57-78
Rogozin D., Ipatova A., Galieva N. Standartizirovannoe (telefonnoe) interv’ju. [Standardized (telephone) interview.] Moscow: Punkt publ., 2018. 416 p. (In Russ.)
Saprykina V.V. Life in social networks — Chatbots. Vestnik sovremennyh issledovanij. 2018. No. 12. P. 237–239. (In Russ.)
Sergeev S.F., Sergeeva A.S. The Quasi-Interface Problem in Robotechnic Environments. Robototehnika i tehnicheskaja kibernetika. 2014. No. 2. P. 23–28. (In Russ.)
AAPOR. An Evaluation of the Methodology of the 2008 Pre-Election Primary Polls. Deerfield, IL: American Association for Public Opinion Research, 2009 [online]. Accessed 01.11.2018. URL:
Boren R.W., Moor W.C. Some appealing applications of interactive voice response. Proceedings of the Human Factors and Ergonomics Society Annual Meeting. 2001. Vol. 45. No. 5. P. 557–561. DOI: 10.1177/154193120104500503
Couper M.P. New developments in survey data collection. Annual Review of Sociology. 2017. Vol. 43. P. 121–145. DOI: 10.1146/annurev-soc-060116-053613
Couper M.P. The future of modes of data collection. Public Opinion Quarterly. 2011. Vol. 75. No. 5. P. 889–908. DOI: 10.1093/poq/nfr046
Fomby P., Sastry N. Adolescents using interactive voice response technology. Methods, Data, Analyses. 2019. Vol. 13. No. 1. P. 91–110.
Gardner-Bonneau D., Delogu C., Green Ch., et al. Interactive voice response (IVR) systems as automatic speech recognition (ASR) comes of age. Proceedings of the Human Factors and Ergonomics Society Annual Meeting. 1998. Vol. 42. No. 4. P. 444–447. DOI: 10.1177/154193129804200409
Kreuter F., Presser S., Tourangeau R. Social desirability bias in CATI, IVR, and Web surveys: The effects of mode and question sensitivity. Public Opinion Quarterly. 2008. Vol. 72. No. 5. P. 847–865. DOI: 10.1093/poq/nfn063
Lasswell H.D. The structure and function of communication in society. The communication of ideas. Ed. by L. Bryson. New York: Harper and Brothers, 1948. P. 37–51.
Peterson G.E. Automatic speech recognition procedures. Language and Speech. 1961. Vol. 4. No. 4. P. 200–219.
Schramm W. How communication works. The process and effects of mass communication. Ed. by W. Schramm. Urbana, Il: University of Illinois Press, 1954. P. 3–26.
Schramm W. The nature of communication between humans. The process and effects of mass communication. Ed. by W. Schramm, D.F. Roberts. 4th ed. Urbana, Il: University of Illinois Press, 1977. P. 3–54.
Shannon C., Weaver W. The mathematical theory of communication. Urbana, IL: University of Illinois Press, 1949.
Silver N. Which polls fared best (and worst) in the 2012 presidential race. New York Times. 2012. 10 November. Accessed 26.03.2019. URL:
Tourangeau R., Steiger D.M., Wilson D. Self-administered questions by telephone: Evaluating interactive voice response. Public Opinion Quarterly. 2002. Vol. 66. No. 2. P. 65–278. DOI: 10.1086/340029
Voskuhl A. Humans, machines, and conversations: An ethnographic study of the making of automatic speech recognition technologies. Social Studies of Science. 2004. Vol. 34. No. 3. P. 393–421. DOI: 10.1177/0306312704043576
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[1]
Rogozin, D.M. and Vyrskaya, M.S. 2019. Communitcation Errors and Repairs in the Automated Telephone Interviews. Sotsiologicheskiy Zhurnal = Sociological Journal. 25, 2 (Jun. 2019), 33-59. DOI:https://doi.org/10.19181/socjour.2019.25.2.6385.
Section
THEORY AND METHODOLOGY
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