David Ing (one of my mentors) thought it would be a good idea to help me learn not only facilitation techniques, but also Smarter Cities domain knowledge. He was working on an Industry Business Value Assessment study. In the interviews I observed, David set up the discussion, then focused on taking notes while another IBMer asked questions. Pairing up meant that one person could ask follow-up questions while the other concentrated on capturing knowledge.
Some interviews were scheduled for a week when none of David’s colleagues were available, so David asked me to lead the interviews instead. I was nervous, but I knew that he could always step in and ask questions to bring the conversation back on track if needed.
David handled the overview and the discussion guide. My role was to actively listen to the interviewee and occasionally ask follow-up questions.
What worked well:
Listening to people and guiding the flow of conversation through questions was surprisingly like hosting the tea parties I have at home. All I had to do was be interested—and with how passionate our interview subjects were about their different areas of responsibility, that was easy.
What I’m looking forward to doing even better:
I still need to work on asking more open-ended questions, but I’m sure that will come through practice and domain knowledge. Keeping a discussion guide in front of me will help, too!
It’s amazing how experienced people can put different insights together and make sense of a complex system. David and the two people helping us saw a lot of things I didn’t see until they pointed it out to me. =) This is great! I’m looking forward to building that kind of knowledge.
So now I know a little more about interviewing, and I know a little more about what people in city government think about. I’m glad I moved things around so that I could join the interviews!