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Data gathering is the interaction between the software engineer (in this case a business analyst) and the customers (including users). There are many techniques for gathering data, including interviews, meetings, observations, questionnaires, reviewing software, reviewing internal documents, and reviewing external documents. Read this section to differentiate between them and pay attention to the main advantages and disadvantages of each one of these techniques.
3. Observation
Observation is the manual or automated monitoring of one or more persons' work. In manual observation, a person sits with the individual(s) being observed and takes notes of the activities and steps performed during the work (see Table 4-2). In automated observation, a computer keeps track of software used, e-mail correspondence and partners, and actions performed using a computer. Computer log files are then analyzed to describe the work process based on the software and procedures used.
Observation is useful for obtaining information from users who cannot articulate what they do or how they do it (see Table 4-2). In particular, for expert systems, taking protocols of work is a useful form of observation. A protocol is a detailed minute-by-minute list of the actions performed by a person. Videotaping is sometimes used for continuous tracking. The notes or tapes are analyzed for events, key verbal statements, or actions that indicate reasoning, work procedure, or other information about the work.
There are
three disadvantages to observation (see
Table 4-2). First, the time of observation might not
be representative of the activities that take place normally, so the SE
might get a distorted view of the
work. Second, the idea that a person is being observed might lead them
to change their behavior.
This problem can be lessened somewhat by extensive observation during
which time the person being observed loses their sensitivity to being
watched.
The last disadvantage of observation is that it can
be time-consuming and may not yield any greater
understanding than could be got in less time-consuming methods of data
collection.
Advantages of observation are several. Little opinion is injected into the SE's view of the work. The SE can gain a good understanding of the current work environment and work procedures through observation. The SE can focus on the issues of importance to him or her, without alienating or disturbing the individual being observed. Some barriers to working with the SEs that are needed for interviews and validation of findings might be overcome through the contact of observation.
Some ground rules for observation are necessary to prepare for the session. You should identify and define what is going to be observed. Be specific about the length of time the observation requires. Obtain both management approval and approval of the individual(s) to be observed before beginning. Explain to the individuals being observed what is being done with the information and why. It is unethical to observe someone without their knowledge or to mislead an individual about what will be done with the information gained during the observation session.