An investigation into the interaction between potential building clients and construction professionals

This research investigates the interaction process between building clients and construction professionals. The context of the interaction is the first meeting between the parties to discuss a potential construction project. The objective of the research was to determine whether clients, with differing levels of construction experience, and construction professionals, from different disciplines (architects, quantity surveyors, consulting engineers and contractors), exhibit distinctive interaction characteristics, both in terms of how they interact and the subject matter of their interactions. In order to test a number of hypotheses about the interactions an experimental procedure was developed. This involved arranging a series of interviews between the different client types and the construction professionals. 44 interviews were conducted with each one being recorded and then transcribed. Additional data was collected in the form of participant questionnaires and personality tests. Transcripts were coded using systems developed for this investigation, using measures of nature of interaction and subject matter. Processing and analysis of the data was conducted using ethnographic computer software and programs written specifically for this research project. A database was created from the interview data which allows selective retrieval of segments of interviews. The database comprises approximately 215,000 words, with 58,000 codes assigned to text segments. The results of the analysis are presented in both quantitative and qualitative forms, and show that there are significant differences in the interactions. In interviews between inexperienced clients and professionals the professionals make the greater contributions, dominating the clients. There is a reversal of the roles when experienced clients interact with professionals, with the clients assuming the dominant position. In addition the results show that in interviews between inexperienced clients and professionals, the four professional disciplines emphasise different factors. All professionals raise issues relating to primary factors such as time, cost and quality. However, the discussion of other building factors was more specific to a particular professional discipline. Finally, the research also concluded that the element of personality differences in interviews was an influential factor in determining whether their outcome was perceived as successful by the participants.