The Critical Incident Technique (CIT) is a qualitative research method used to gather detailed and specific information about significant events or incidents that have occurred in a particular context. The primary objective is to extract valuable insights and actionable knowledge from real-life events that can inform decision-making, problem-solving, training, or process improvement efforts.
General process:
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Define: Clearly define what constitutes a critical incident within the context, such as within a specific job role, task, customer interaction, or any other relevant domain.
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Collect: Gather details of critical incidents from individuals who have experienced them. Do this via interviews, surveys, reports, etc. Cover what happened, who was involved, actions taken, and outcomes.
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Select: Choose a subset of incidents that are most critical or representative of the phenomenon, and that cover a range of outcomes, highlight different aspects of the context, or provide rich insights.
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Code: Analyze each selected incident and identify themes, patterns, or factors that emerge from the narratives. Code the incidents by tagging relevant concepts or categories that capture the essence.
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Cluster: Identify commonalities, differences, trends, recurring themes, critical behaviors, environmental factors, or decision points that are associated with the outcomes. Extract insights and actionable knowledge.
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Interpret: Draw conclusions based on the identified factors, patterns, or themes. These findings can inform decision-making, process improvement, training programs, or other relevant actions. Validate findings with stakeholders or subject matter experts.