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To Whom it May Concern, To those employed as the Administration Division of the Bremerton Gilmore Research Group,

Within this Statement of Inefficiency, I intend to bring forth a number of issues related directly to productivity at the workplace, and issues regarding the welfare of Gilmore Research as a whole. Herein, I have outlined a few concerns regarding issues that can improve the efficiency of the Group, and remarked upon ways that they can be amended to the benefit of both the workers, the Research Group itself, and the clients of our research group, as well as to some of our demographical targets.

To begin with, I am concerned about the efficiency of the user interface of the VoxCo program. I know it's a good program, and it fulfills the needs of the corporation, but when completing a survey, the program refreshes the list of callbacks that the interviewer has accumulated, and during that time, the interviewer is not allowed to generate a new interview via interface buttons or keyboard shortcuts. It downloads not only the list for the current survey, but for all surveys in which the interviewer has callbacks. After a significant amount of these callbacks have been acquired (in my opinion, about fifteen), the list-refresh tremendously slows down the process of starting a new call. I have contacted about this mishap, and they replied with the attached letter, claiming Gilmore Research has the controls to configure it. Another important note about the user interface is the grammar contained within the surveys. I can only speak for the surveys I have partaken in (A/C092), which have such quotes as "This is telephone number", and other faults including the word "tobaccob", and the word "tobacco" where should be found the phrase "to quit tocabbo".

The second concern of mine is not as uncontrollable as a few spelling and programming mistakes, but it does involve reprogramming the way we here at Gilmore Research undergo our surveys to aquire a wide demographic. I believe that the process of achieving the quota will become much easier, and the volume of completed surveys will be increased, if the haphazard way that demographical preferences are randomly generated and blindly adhered to were allowed some tolerance. Often have my fellow co-workers and I recieved a willing respondant to our survey, only to have the computer tell us that they are not of the right age or gender, while the person who the computer is asking for is either not willing or not available. If a bit of lenience on this point were programmed into the survey instead of 'just asking again and hanging up when they aren't available', the quota would be acheived and surpassed that much faster. In the very next call to the same county, we are allowed to interview someone of the same gender or age-range that the last caller was grouped with. The same lack of tolerance is applied to generation of county names. One number would be called in Pend O'rielle county, and the caller would inform us that it was Stevens county, and practically beg to complete the survey for us. Unfortunately, the lack of tolerance coded into the survey informs us to thank them for their time, and terminate the call. The very next call would allow us to interview someone in Stevens county. I (as well as a few of my co-workers) feel that we are losing precious quota demographics.

A third concern I would like to bring up in this Statement of Inefficiency has to do with "The computer's default display settings", and how they are not beneficial to either the interviewer, or Gilmore Research. As of the moment, Monday November 26th, all computer monitors are set to a resolution of 800 by 600 pixels, with a default MicroSoft-green background. I am not complaining. 800x600 is the resolution I prefer to use at home. Here at Gilmore Research, however, I feel it would be more beneficial, first of all, to change the screen resolutions universally to 1024x768. The reason for this is twofold. First, it allows more of the interviewer's text to fit on the screen, meaning they have to scroll less. Second, the multiple choice options for even the first question (response to appropriate county) are forced to scroll in 800x600. When changed to the higher resolution, they all fit on the same screen, with no need to scroll. I have found that all the other questions fit the screen at that resolution as well. The benefit I see from changing the display default desktop color from MicroSoft green to power-saving black is that less pixels will be operating at high-output when less of the screen is dominated by color-generating pixels. This is obviously not helpful when the interviewers are testing the callers, but then the interview dialog is minimized or closed, when the employees are off the clock and the computers are idling, less energy is used to keep the monitors running, because the CRT color-guns are not constantly generating more MicroSoft green to display on the screens.

My final concern has to do with the extermination of stinging insects that plague the associates that work here at Gilmore Research. I'm sure it wouldn't be too imposing of a cost to call an exterminator, especially with the increased productivity gained from expanded quota demographics and reduced power costs. These are simply concerns of mine, that I feel when heeded, will increase productivity and minimize affliction in our Group.

-Gilmore Research Associate
Steven Mattison


From: JeanCarl Duval
CC: "Olga St.John" ,
Subject: RE: Concerns about Interviewer...
Date: Mon, 26 Nov 2001 09:54:46 -0500

All of these issues can be configurable:
- The auto-refresh call-back list can be turned off either in IntSetup or by the interviewer under the Edit menu so that instead the interviewer does it manually each time he/she wants.
- You may want to check with your superiors since the F6 procedure/hotkey is entirely configurable.

I think that these issues, and the quota ones, should be more appropriately addressed by your upper echelons so I have CCed them on this. I am sure they will appreciate your input.

Best regards,
J.C. DuVal
Support Technique/Technical Support