As a moderator, you are responsible for the well-being of the participant, your study, and your organization. You must be prepared for anything that may happen, from your technology failing to the participant quailing. Use this guide to identify your best next steps, react appropriately, and survive any challenges that comes your way.
- Practical, field-tested, and actionable tips for what to do and say-and what NOT to do or say-in each situation.
- Key patterns and extensive examples to sharpen your approach to the commonplace and prepare you for the unlikely.
- Illustrative "survival stories" contributed by numerous professionals on the front lines of user research.
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"This is a sample chapter from Donna Tedesco and Fiona Tranquada's new book, The Moderator's Survival Guide: Handling Common, Tricky, and Sticky Situations in User Research. 2014 Morgan Kaufmann." --UXmatters.com, April 7, 2014