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Research interviews by Skype: A new data collection method
Catherine Bertrand¹, Laurent Bourdeau¹
¹Université Laval, Québec, Canada
[email protected]
Laurent [email protected]

Abstract
Interview is, since the 80’s, current practice in data and information collection for all social sciences
academic studies. Face to face interaction is based on physical presence of the protagonists which have
an appointment with this aim in view. Since the Millennium, the World Wide Web and the democratization
of high speed Internet access offer many different ways to connect people all around the world without
quitting one's armchair.
This paper proposes using VoIP technology (Voice over Internet Protocol) to make research interviews
and proposes to examine why and how this way of collecting data is able to be recognized as a scientific
process of research inquiries.
With Skype, we go from the VoIP 24-hour online way to cut the cost of calls of the companies to a simple,
free and convivial way to communicate in private life. Skype, brand property of EBay, now begins
developing playful services of personalization. Its targets, especially individuals, use it to be connected
simultaneously in a video chat. The advantage of this protocol in a research interview face to face is that
is possible to record video as well as voice calls. For the latter, the treatments of the verbatim are the
same as with traditional interviews and analyses can be made for example with software like NVivo,
exactly in the same way as usual. The novelty resides in two principal differences. First, it’s possible to
exploit the information contained in the video calls. The body movement’s analysis offers, after the event,
precious observations with the necessary condition that the exploitation of each case will be made with
the same rigorous methodological protocol. Secondly, the research interview by Skype offers a real
freedom space to the interviewed which has the power to “quit” the network session whenever he wants
and require his collaboration to a higher degree. Because of the virtuality of the interaction, the interview
conduct has to be specifically adapted. We propose to present, in this contribution the results of focus
groups tests with this data collection method.
The way of connecting people changed with virtual networking and the possibility offered to free the net
surfers from the distance and this type of data collection does not make exception to this. But, and it’s
probably the major difference, this use of this VoIP method can give the opportunity to reduce
considerably the cost of research interviews and permit to a greatest part of researchers to collect easily,
faster and cheaper their own data.

Keywords: Methodology- Research interview- Data collection- Skype- VoIP-

1. INTRODUCTION
Interview is one of the most commonly used methods in qualitative research and a current practice in
data and information collection for all social sciences academic studies. Face-to-face interaction is based
on the physical presence of the protagonists who have an appointment with this aim in view. Since the
Millennium, the World Wide Web and the democratization of high speed Internet access offer many
different ways to connect people all around the world without leaving one's armchair. The way of
connecting people has changed with virtual networking and the possibility offered to Internet surfers to
break free from the distance, and this mode of data collection is no exception. But, and it’s probably the
major difference, the use of this VoIP method can give the opportunity to considerably reduce the cost of
research interviews and allow a greater number of researchers to collect their own data easily, faster and
at a lower cost.

This paper proposes using VoIP technology (Voice over Internet Protocol) to make research interviews
and to examine why and how this way of collecting data can be recognized as a scientific process of
research inquiries. With Skype, we go from the VoIP 24-hour online way of cutting the cost of calls of
companies to a simple, free and convivial way to communicate in private life (For more information see:
http://www.skype.com). Skype, brand property of EBay, is now beginning to develop playful services of
personalization. Its targets, especially individuals, use it to be connected simultaneously to a video chat.
The advantage of this protocol in a face-to-face research interview is that it is possible to record video as
well as voice calls. For the latter, the treatment of the verbatim is the same as with traditional interviews,
and analyses can be made, for example, with software like NVivo, exactly in the same way as usual. The
novelty resides in two principal differences: First, it’s possible to exploit the information contained in the
video calls. The analysis of the body’s movements offers, after the event, precious observations with the
necessary condition that the exploitation of each case will be made with the same rigorous
methodological protocol. Second, the research interview with Skype offers a real free space to the
interviewed who has the power to “quit” the network session whenever he wants and require his
collaboration to a higher degree. Because of the virtuality of the interaction, the conduct of the interview
has to be specifically adapted. We propose to present, in this contribution, the results of focus group tests
with this data collection method.

This paper is built as follows: first, it discusses communicational human interactions by surveying the
literature. Second, as the literature review suggested, it proposes a conceptual design from which we
build the survey guide. Third, in order to assess pattern matches between theoretical and observed
patterns (Trochin, 2006), it justifies the choice of a focus group approach and reports our empirical
research results. Finally, it concludes with the qualitative methodological applications and future research
avenues.

2. HUMAN COMMUNICATIONAL INTERACTIONS

For over three decades, qualitative researchers focusing on the needs of alternatives to face-to-face
interviews have explored mail and phone interviews (Dillman, 1978).
Since the beginning of the third millenium, the Web 2.0 has been a way to make interactional experiences
fast, free, secure (Lin et al. 2008) and fun (de Rosnay, 2006).
If face-to-face interviews continue to be commonly used, online research interviews are just beginning to
be utilized in a way to have phone contacts through individual computers with the VoIP (Voice over
internet Protocol) (Hay-Gibson, 2009). Skype uses this protocol and arrived in the VoIP services horizon
as a particular application, using the P2P (peer-to-peer) model; the personal computers of the community
of Skype users, existing between interlocutors, process the information instead of server. The protocol
(VoIP) used by Skype, considered as a revolutionary technology (Verbiest, 2007), codes the data which
circulate by means of the other Skype users even if they are inactive, so the road is short, random and
unique, and the data are almost untraceable.
This phenomenon is based on two principles: free information transportation by Skype community
members and the maximum of six users’ relays. So Skype is a medium for virtual communications and
virtual “face-to-face” interrelations, based on a free principle, to connect people and build social links by
the “strength of weak ties” (Granovetter, 1973). It has evolved from the VoIP 24-hour online way to cut the
cost of calls of companies (Holtz, 2005) to a simple, free and convivial way to communicate in private life
by audio calls and video conferencing. Since a few months, Skype has added the capability to record and
stock these calls as video data with the Pamela software (For more information see:
http://www.pamela.biz/en/).

The massive use of the Internet to connect people and transfer data is one of the way “through which is
born a universal hyper-culture who transcends frontiers and interfering with antic dichotomies
(economic/imaginary, real/virtual, production/representation, brand/art, commercial culture/high culture),
re-configures the world where we live and the coming civilization” (Lipovetsky and Seroy, 2008: 7).
As early as the 1950’s, a growing proportion of the social science literature discussed the interactional
phenomena in human communication process.
On the one hand, in the spirit of McLuhan’s work (McLuhan, 1964), which considers interviews through
the technological media, this media being at the cornerstone of interactions, some researchers’ studies
tend to establish “comparisons between the process of knowledge construction in face-to-face and
mediated communication” (Williams, 1977) and between face-to-face and online interviews (James and
Busher, 2009).
Some researchers specially worked on video retroaction developed in education sciences data
construction (Baribeau, 1996), in all its space and time dimensions.
The management of space and its perception is cultural, as first introduced in social sciences by the
School of Chicago (Grafmeyer, 1984) and later Hall (Hall, 1971) and in other instances, sociologist
Francesco Alberoni worked on private and public space (Alberoni, 2000) and more recently, a few
researchers investigated the use of video conferencing systems at home by exploring family values,
confidentiality and privacy protection, as well as family ties reinforcement (Kirk et al, 2010; Judge and
Neustaedter, 2010; Ames &al., 2010). It’s not only space which is regarded at the virtual level, but also
time.
With the Web 2.0 and the work of Harrison on “Media Space” (Harrison, 1997, 2009), audio-video
connections in everyday life are investigated. As with the cellular phone a few years ago, a growing
number of connected people put the focus on time dimensions: work time, entertainment time, convivial
relations time, family time.... The quasi-permanent possibility to be reached quickly and freely blurs the
notion of time dedicated to tasks and it is not only the distances which are transcended anymore, but also
the compartmentalization of time (Crepel, 2006).
Some authors focused on the time dimension in virtual communications. There are different times in an
interaction, not only the time in which comments are exchanged but also the time which allows every
interlocutor to interact at a level of formal consciousness (the learnt codes of politeness, appropriate
schemas of communication), but also at an informal one (Hall, on 1984).
On the other hand, taking Goffman (Goffman, 1973; 1974) or Garfinkel (Garfinkel, 1967) works on the
socially situated interaction views, researchers focused on the non-verbal cues: behaviour (Probst & al.,
2009; Buchwald & al., 2009), gesture (Tellier, 2009) or facial expressions (Ekman, 1993), as well as the
interactions impacts on participants’ perception behaviour ( Knapik, 2006).
As brain exploration and technological possibilities grow, experiments on the neuronal basis of social
cognition in interpersonal interactions have merged since a few years (Haxby & al.,2000; Hari & al.,
2009), as well as works on virtual interactions and artificial intelligence (Kenny & al., 2009). Considering
interaction as an “intersubjective experiment integrated in relational process” (Bravo in Plantin & al.
2000), non-verbal data merge not only emotions but also valences, mood, feelings (Cahour, 2006). From
another perspective, the idea of an emotional adaptation capacity considered as a competence was
introduced in management fifteen years ago (Goleman, 1995, 2000).
We agree with the point of view of communication anthropology which defines verbal and behaviour data
in a “free variation report” (Winkin, 2001). So, verbal data live apart from the other components and they
are able to fight each other if one digresses in a voluntary control action of the subject’s emotional
expression. This theory of communication is the basis of the works on Facial Action Coding System
(FACS) (Ekman & al., 2002) which associate facial expressions with feelings.
Finally, face-to-face communication, as the collective and coordinate acts of participants who share
linguistic and paralinguistic information in a co-located time and space, creates a shared knowledge as
Clark and Schaefer demonstrated (Clark & Schaefer, 1989).

3. RESEARCH OBJECTIVES

This experiment was born with our own private utilization of Skype. While we became more and more
familiar with it, we imagined that it could be a solution to conduct virtual face-to-face research interviews
because of the possibility to record voices and easily analyse the data with software like N Vivo 8
(http://www.qsrinternational.com/) or Transana (http://www.transana.org/). While we regretted that we
couldn’t also simultaneously treat the video data, the Pamela application, at the same time, offered that
possibility for a low price.
The purpose of this paper is to enable researchers to utilize Skype-to-Skype virtual recorded interviews to
collect qualitative research verbal and non-verbal data. In that aim, we propose to examine the perception
of the place of virtual experiences and non-verbal data by a research group using Skype-to-Skype
recorded interviews.
We attempted to verify the processes of knowledge transfer in Skype-to-Skype versus face-to-face
interviews and the question we asked was: Could virtual video interviews be scientifically valid and
reliable measure instrument to conduct management research?
In the subsequent literature review, two principal axes emerged: virtual experiments and the place of non-
verbal data.
Contrary to quantitative research, the qualitative research instruments change and do not remain stable,
and the researcher decides to utilise one data collection method, with or without changing the observation
conditions, and because man is fallible, he introduces bias (Miles, Huberman, 2003). In this research, we
also propose to examine this method from a bias analysis standpoint; what bias it introduces, what it
removes.

2.1 Conceptual design

This study investigates the interactions developed in Skype-to-Skype interviews instead of face-to-face
research interviews.
As the interaction literature has suggested, and with the existence of this media space, we propose to
investigate mediated research interactions specifically in virtual Skype-to-Skype interview situations. This
study takes a multimodal approach based on the interviewer’s experiential report. Media Space is
considered as a virtual experience: in technological, space and time dimensions. A Skype-to-Skype
research interview is more than a face-to-face research interview. In fact, recorded audio and video data
could be studied exactly with the same material. The recorded interview is a mirror of what it was in
reality. Non-verbal data are visible and don’t depend on the interviewer’s sparse notes nor his memories.
As showed in the literature review, this study is built from a dichotomy scheme: Virtual experience and
non-verbal experience. The virtual experience deals with technology, trust and synchronic and diachronic
dimensions.
The non-verbal experience will consider the interaction in its social entirety.

3. EMPIRICAL RESEARCH

3.1 Methodology
We investigated a new tool for data collection in qualitative research and simultaneously, for the
participants, a new interaction between interviewers and interviewees. We chose to study the
impressions of the researchers/ interviewers in this experiential laboratory in a focus group. A focus
group (Morgan, 1997) is adapted for a population homogeneous in its cultural and social dimensions.
Even though researchers came from different horizons, we considered that PhD students represent a
particular and homogeneous social group. Skype is a networked application, and in accord with the
literature, we considered it like a product. A focus group is a useful tool in the case where it will be linked
with further research through individual interviews. It stimulates the interventions and participants’
creativity, and can be used “to define manipulations of independent variables” (ibid: 28)
We asked PhD students to use Skype to realize focused interviews with a guide built for the research
question about motivation of the choice of alternative modes of transportation. The population must be
composed of students and academic members of universities all around the world, and interviews could
be realised in the language of their choice. In the same week after the experiment, in order to collect
different perceptions, we organised an audio and video recorded focus group of one hour and a half.
The group was composed of four men and one woman, from 25 to 45 years old; two of them had used
Skype before to connect with friends and family abroad.
The focus group was conducted in French and we used participant’s translated sentences in italic to
illustrate our words.
3.2 Result analysis

3.2.1 Virtual experience and technology

The technological installation experiment, at first, created some fears on both sides, for the researchers,
who were unfamiliar with it, even though they could learn and practice during a workshop we organised to
install and use Skype and Pamela, and the interviewed contacts that has to follow the researchers’
directives for Skype installation and account creation. This point was the major preoccupation at the
beginning of the virtual experience.
As noted by a participant: “I asked people I have known quite well since a few years to make the
experiment, ... two people had some difficulties to install it... technological preoccupation first , but they
made a good installation, it worked well and they didn't need to worry anymore”
That was reinforced by another participant’s intervention: “At first sight, they were not [comfortable with]
Skype, it was the first time, for me too, for them too... But, in my idea, they found it interesting because
we spoke later.”
This point introduces the technology adoption process by users and the decrease of mistrust by as the
frequent use of this novelty becomes commonplace (Mirvis & al., 1991).
Through VoIP, a particular protocol, it generates trust to the Skype community members, trust which is
different from the trust granted to a server, an existing machine within a company using it to redirect data
but also having the possibility of storing them, and of redrawing their origin and destination. But, a new
Video Skype user usually will be unacquainted to this argument. In this case, trust is inside all
interrelations but the users are only aware of it insofar as it concerns human interrelations.

3.2.2 Virtual experience and trust

By trust, we mean that the focus is on the researcher’s capability to first build a relation of trust with the
participant within the virtual interaction.
The exercise, depending of “the researcher’s maestri”, seems to create, at the beginning, a real bond of
trust that can condition the quality of the interview in a favourable way. The fear of the unknown pushes
the researcher to win the contact’s trust: “it’s like I’m in front of you, the web camera is just to be able to
see us together through a computer screen to make the thing more fun, and you can relax”.
However, physical presence seems to be important in trust construction between interviewer and
interviewee for our participants who proposed to “meet people a first time in face-to-face to build trust link
and eventually explain Skype and afterwards make an interview with Skype”.

3.2.3 Diachronic and synchronic dimensions

The capacity "to move" virtually corresponds to the ability to "be" here and somewhere else at the same
time. The double mind is not without arousing questions. The notion of space strongly occurred to the
participants. The fact of being able to lead an interview with an interlocutor located thousands of miles
away is a freedom which was noted as a release of physical and economic constraints. However, the
most notable remarks did not concern localisation, but more computer frame space.

The distance between public and private place gave rise to a debate concerning cultural personal space.
Indeed, most of the interviews granted by our participants were from the interviewee’s home, which
allowed seeing their family, even their friends, and their close relations interacting with them during the
interview. “I have the impression that it is a conversation which I have made, not a research interview
....Because he [the interviewee] is in his family frame, you too in your frame”. The difference between
public and private space was not raised, the space being limited to the screen in reality, but research
interview needs to be socially situated. Private and business ‘frames’ are delimited and different. There’s
a frame ‘space and different spaces into the frame.
Frame is the interview’s room. People want to see each other and when one is out of the frame the other
made remarks. – “During the interview, when I casted down my eyes to write notes, people stopped
speaking and I told, Yeh, I listen to you but I take notes ... Yes but..... so I put my notes and looked at
the camera but then I say to me I have to take notes because she spoke to me and I ... Which next
question I will ask her, in relation of that she told me ... I found this difficult”. The screen is also a space
inside and out. Inside is the ‘interview’s room’, the interrelation space. People are inside the relation. But
the screen also is a desk and is useful in this way; it’s also a personnel space. Some of the participants
‘cut’ the screen desk in two parts: personal and Skype communication window. – “I put on left three
questions and on right, Skype”.
At the same time, people are inside and out. This is what we called a double mind; different spaces in a
same time.
Time is first viewed as a quantity. Most interviewees agreed with the experiment because with Skype, it
was possible to grant the interview after their work day, when they‘re at home, in the family space and
time. Considered as “a facilitating factor”, the gain of time gifted by Skype interviewing method is an
advantage to decide interviewee to give an appointment and for interview agreement. Adaptation
capacities and flexibility are necessary while interviewee’s times cross in a busy planning and “it will be
easier to persuade people to use Skype”. As Skype in human resources management become usual,
especially for recruitment, time gain on travelling touch space dimension. Mediated interrelations not
really push away physical frontiers but offer a virtual place in which making links take time in virtual
space and gain moving time in real space. The real space where a manager prefers distance interview
because [people] “don’t come to mobilize physically him in his office during one hour of time”.
Time is also the interview‘s time and it’s ‘length appear is important’. Focus group participants declared
to be unable to use Skype for a long interview ‘for the ergonomic and the comfort of each part’.

3.2.4 Confidentiality
Recorded virtual conversations are still not common practices and raise the problem of confidentiality. In
Skype-to-Skype, the Pamela application asks the interlocutor to agree on the recording of the
conversation. But even though the interviewee gave their consent, they asked questions about the
recorded interviews later; ‘Yes, but where this recording will go? Video and audio because there, I feel
myself a little bit uncomfortable with what I want to share, especially when I give some opinions not really
politically correct, what are you going to do with this? The idea of confidentiality of the recording was put
in question.’
3.2.5 Non verbal Data

The importance of the researcher’s role in the interaction has to be noted (Goffman, 1967) but also, in
the present experiment, the fact that in this virtual interaction by Skype, each person can see the other
on his screen and also himself simultaneously. The fact of seeing his interlocutor and of seeing himself
also on the screen is seen as a challenge by the participants who look at their faces instead of looking at
their interlocutor’s face: “I amused myself ".

This point seems to make a fragmentation of the synchronisation for the interviewer who surprised
himself by looking at his own face instead of at his interlocutor’s. The ability to control themselves,
especially the correction of facial expressions and attention given to their non-verbal communication is
strongly noted by the focus participants as a source of perturbation in their attention to the interviewed.
This is identified as the participants’ first surprise, and appears to them as « a distraction which could be
cured ". The researcher, in this type of interview, uses his past experience to reinvest the acquired
knowledge regarding the new situations (Hall, 1971:88-89).
Difficulties in seeing quite clearly the interviewee’s face in one Pamela recording is noted like a major
problem by one researcher. In fact, lighting and sonority control are the first steps to be done, requiring
the participation of the interviewee at a high level and the interviewer’s qualities to guide these technical
adjustments.
First, this interview method troubled the interviewee: “The data wealth, verbal and non-verbal, the fact
that we can keep together audio and video, for me it’s a wealth, but my face-to-face, that was disturbing
to them a little bit’ and also for the researcher: ‘I was not used to seeing me and seeing us and then, I
look at me and put more emphasis and attention on my non verbal and listen less to what they say, so,
well... that, that is an element that has called me at the first beginning.’

In a mediated interview by Skype, the eyes look at the middle of the screen where it’s possible to see the
interviewee’s face. The eyes are always turned toward a point under the line of natural glance. Neither
the interviewee nor the interviewer ever glances at each other. For that, they would need to look directly
in the camera’s lens, which is not comfortable because of the led light of the webcam.
Non-verbal communication, which is used naturally in a face-to-face interview can’t be used there in the
same way. Skype-to-Skype interviews need another behavior decoding.

4. CONCLUSION

4.1 Contributions
This new data collection data method is studied for the first time, to our knowledge.
The researcher, by his position, dominated or dominant (Pinçon and Pinçon-Charlot, 2009), can introduce
bias (Roussel and Wacheux, 2005) in the conversations he encounters, these biases are not necessarily
considered in the research communication results (Baribeau, 2007).
The research diary is used by researchers to define survey bias. In Skype-to-Skype interviews, Pamela
records the face and gestures of the two participants, interviewer as well as interviewee.
So, we suggest, as a contribution, to examine how this data collection method emphasize bias introduced
by the interviewer and how Pamela recorded video data can be used to codify the diary of the research
in a way to control the interview process and find bias eventually introduced by the interviewer.
No participant noted the possibility to of using this method to build the research diary in the way it could
be used to control the interview process and find bias eventually introduced by the interviewer.
So, we introduced the idea of the research diary at the end of the experiment session.
A growing interest in the video data recorded appeared with the intention of using it in the diary, albeit
weakly. There was first, one long minute of total silence. Off the record, when we asked to the
participants what the importance of the diary was, for us. For those who declared using it, they marked a
moderate interest. For the others, they eluded the subject.
However, the researchers who participated to this experiment all agree that Skype interviewing method is
valid at their point of view, and that they will use it in their future researches, with other methods of data
collection and in particular mixing Skype-to-Skype with face-to-face interviewing.

4.2 Limitations and future research directions

Mixing different spaces and times, Skype-to-Skype research interviews oblige meeting people to create a
virtual and artificial space and time. Questions about this new ‘ media dimension’ merge and as we noted
in this paper, technology changes human social interrelations. Future researches in social sciences are
necessary to study this change in depth.
Skype is a faithful help to construct the research diary because the interviewer’s non-verbal behaviour
can also be recorded by Pamela simultaneously with the interviewee’s behaviour.
Also, the gain of time in training has to be noted; with Skype, the interview can be conducted by the
researcher himself, so the step of training the interviewers is not necessary; it’s a gain of time and control.
On the other hand, if it’s not the case, control by random tests is a good way to test the interviewer.
As says Hine (Hine, 2005 : 246), we advance that ‘this air of innovation and anxiety is a valuable asset
that Internet research can build on and sustain, in order to maximize the potential for reflexive thinking
about social science that it offers’.

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