BAs, LISTEN... (2nd of 3 parts)

[BA Forum Moderator]

Sidebar: Cracking the Code
News Story by Dick Lefkon

AUGUST 09, 2004 (COMPUTERWORLD) - These are the codes letters mentors
should use to record the structure of a business analyst's interview
with a user:

X: Explain information to user

D: Direct user action

J: Justify self vs. user

Q: Question user

A: Answer given by user

N: New user insight

B: Build upon user idea

C: Commiserate

P: Praise or encourage user

S: Silence or hubbub

X's, D's and J's are "red-light" statements that are appropriate to
introduce the session, but thereafter interviewer-centered X's and D's,
and especially J's, should be less frequent than in ordinary
conversation. After all, this time has been scheduled to elicit good,
applicable answers and insights (A's and N's) from users as quickly and
painlessly as possible.

Conversational flow increases when peppered with "green-light" B's, C's
and P's; and responding to answers or insights (A's or N's) by building
on a user idea with B can spur creativity while minimizing the chance
of capturing information the user didn't really give.

Don't worry too much about silence when the interviewee is taking time
to think things out.