Action research involves an intervention by a researcher to influence change in any given situation and to monitor and evaluate the results. The researcher, working with a client, identifies a particular objective, e.g. ways of improving telephone responses to ‘difficult’ clients, and explores ways this might be done. The researcher enters into the situation, e.g. by introducing new techniques, and monitors the results. This research requires active co-operation between researcher and client and a continual process of adjustment to the intervention in the light of new information and responses to it from respondents.
