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The Moderator's Survival Guide by Fiona Tranquada, Donna Tedesco

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Chapter 9

What’s Going On? Recovering from External Interruptions

Abstract

This chapter covers situations in which your session is disrupted by some other person, group of people, or external factors. These include situations such as an observer who unexpectedly interacts with the participant, someone accidentally intruding in the study space, and a participant who is either late or a no-show. For each situation you’ll learn what to do, what to say, what not to do or say, and how you might be able to avoid it in the future.

Keywords

user research participant; user research interruptions; user research recruiting; usability observers; floater participant; no-show

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