Purpose: To gather lots of high quality data from a select group, in a social setting, in a relatively short period of time.

Hold the session on "neutral" turf.

Limit number of people to 5-10.

Provide comfort items i.e. drinks, light refreshments.

Keep organizational status of participants roughly equal.

Make the session convenient and easy for the participants to attend.

Have all questions written out beforehand.

Always conduct with at least two facilitators; one to facilitate the conversation and one to take notes.

Use flip charts to record opinions and comments.

Seat group in a "U" configuration.

Keep session to 1-1.5 hours

Discussions

Problem solving sessions

Decision making groups

Consensus building

Conflict resolution

Reveal the task

• "Today we’re going to ask you to help us understand what requirements you have for the ________process.

Briefly summarize the EMIS Project for the group if they are unfamiliar with it

Introduce yourselves

Ask participants to introduce themselves

Reveal how the information gathered will be used

• "We plan to use what we hear you say today about the ______ process, in our design and development of an improved, future state _______ process. We can’t guarantee that we’ll be able to accommodate all your requirements right away, but this is w here we intend to start."

Review focus group ground rules.

• Sources of specific information will remain confidential
• Facilitator will ask a question, individuals/group will respond, facilitator will capture the comments on the flip chart
• Follow-up and clarification questions may be asked by the facilitator

Ask if there are any questions or concerns. Respond as appropriate.

Assign note takers to flipcharts

Reveal the first question which should be written on a flip chart and taped to the wall.

Read the first question ("What are your needs and requirements for the output of the _________process that would help you do your job better?")

Other questions might include: "What do you need from the _____ process that you are not getting now that would make your job easier? How could we change the _____ process to make it more responsive to your business needs and requirements?

• Minimize your involvement (only talk 10% of the time)
• Avoid judgements negative or positive. Save your evaluation for later.
• Capture all comments exactly as they were stated. Don’t attempt to put in your own words.
• Follow your outline, but remain flexible.
• Look for strong agreement on individual points. Note intensity and reactions (visual clues).
• Manage the group.
• Dampen the verbose
• Encourage the meek

• Cross-talk is OK
• Don’t be afraid of silence. Ask your question and wait.

Immediately after the session the facilitators should:

• Review the notes taken for clarity and understanding.
• Compare and record observations about the group not readily apparent from the notes.
• Discuss and record any insights or ideas that the interview created while they are fresh in your mind.
• Prepare a one-page summary of the session for your team.

I:\EMIS\COMMON\CUSTANAL\focusgrp.doc