The telephone interviewer's handbook - Patricia A. Gwartney

"Survey organizations should make this handbook an integral part of their training of telephone interviewers. It covers in a clear and direct manner all aspects of the interviewing process and incorporates the latest knowledge about what makes effective interviewers in today's challenging survey environment."
-David R. Johnson, professor of sociology, human development and family studies, and demography and former director of the Survey Research Center, Penn State University and the Bureau of Sociological Research, University of Nebraska-Lincoln