Interviewing is an art. I suggest many ideas for conducting more effective interviews in the article Drawing Out the Facts: The Art of the Discovery Interview. If you can only do three of them, I recommend:
- Building a foundation of safety so interviewees will tell you what they know.
- Conducting face-to-face interviews so you hear and see what is being communicated.
- Planning your questions and using metaquestions to adapt to the needs of the interviewee.
By executing a set of effective interviews, you will gain knowledge about the organization and its problems that no single person in the organization can offer you.