OPEN-ENDED QUESTIONS Open-ended questions encourage spontaneous and
unstructured responses. Such questions are useful when you want to understand a
larger process or draw out the interviewee’s opinions, attitudes, or suggestions. Here
are some examples of open-ended questions: What are users saying about the new
system? How is this task performed? Why do you perform the task that way? How
are the checks reconciled? What added features would you like to have in the new
billing system? Also, you can use an open-ended question to probe further by asking: Is there anything else you can tell me about this topic?
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CLOSED-ENDED QUESTIONS Closed-ended questions limit or restrict the response.
You use closed-ended questions when you want information that is more specific or
when you need to verify facts. Examples of closed-ended questions include the following: How many personal computers do you have in this department? Do you review
the reports before they are sent out? How many hours of training does a clerk receive?
Is the calculation procedure described in the manual? How many customers ordered
products from the Web site last month?