This text is a start-to-finish guide to successfully planning and conducting Internet, mail, and telephone surveys. It summarises methods that can increase the validity, reliability, and response rates of surveys. The book addresses determining the needs of a survey; designing and administering it; using mail, telephone, and Internet surveys to maximum advantage; increasing response rates; obtaining high-quality feedback from mail, electronic, and other self-administered surveys; constructing effective questionnaires; and the effects of sponsorship on survey response rates. The third edition includes expanded coverage of online surveys.