7.6: Observation

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Observation

The final research method that I will share is observation, one of the simplest and most awkward of all research methods, depending on the implementation. Observation is simply that, observing folks using documents or working in a given workplace. Sometimes bordering on ethnographic research, observation can be a tool that you use to figure out how folks are working and using systems and texts without intruding into their workflow. You simply sit back and observe the situation, taking notes of things as they happen.

In public scenarios, observation can be extremely unobtrusive in that you can sometimes simply blend into the background. You may, for example, want to see how folks navigate the signage in the campus cafeteria. You could simply park yourself near the front of that cafeteria and observe patterns and when folks stop to interpret things. Obviously this would be more useful when you have large groups of folks using these facilities for the first time, such as during orientation week or when a visiting group are present.

In more closed scenarios, observation can involve permission to simply sit around and record what is going on. You will likely want to keep your recording to written notes, and you may need to get your notes checked with those that you’re working with before you use them or take them out of the location, especially when sensitive information can be involved.

Interpretation

Observation excels at helping you understand how a process or system actually works when folks work through it in a natural way. By casually observing a situation, you can see how folks navigate a space or document and when they become frustrated and at what rate. In private situations, you get a better sense of how work pulses and flows in a given location and the types of interactions and work that happens in a given space. Each type of information can be valuable for you as a technical writer because it gives you even more information to take into account when you consider the choices you make in your own designs and documents.

Recording and Technology

As noted above, be aware that sensitive information can be relayed in a workplace or even in certain public venues. Take care that you’re not going to be recording in a way that will disrupt workplaces or violate privacy. You may be asked to leave a room during a private observation, and you may need to ignore anything you hear in a more public venue if the content that is being shared would be embarrassing or otherwise troublesome to record and share. As I mentioned previously, you may want to default to written notes with observation, allowing you the chance to be your own editor as far as what is recorded and what is not. In addition, you should check with those you will be observing to see what types of sensitive information you should go to great pains to ignore or not record.