I'm not sure that what applies to those LIBOR traders necessarily applies to the rest of us! ;-)
Jonathan Baines
Complaints and Information Rights Officer
Legal and Democratic Services
Buckinghamshire County Council
Ground Floor, New County Offices
tel: 01296 383681
-----Original Message-----
From: This list is for those interested in Data Protection issues [mailto:[log in to unmask]] On Behalf Of Lawrence Serewicz
Sent: Monday 30 July 2012 14:22
To: [log in to unmask]
Subject: Re: [data-protection] Customers Recording Conversations with Staff
Dear All,
I realize that I am coming to this discussion late but I wanted to add my experience.
First, I agree with the trust issue. Many people record because they no longer trust the organisation. To mitigate these situations, I follow up the conversation with a written summary. Often, the applicant has had a previous experience where that was not the case (for any number of reasons) and the discrepancy is not explained. As a result of the gap, between expectation and reality, the trust starts to fade.
Second, recording for academic or other purposes (aside from personal use) will be covered by specific professional ethics. In general, for most public sector people, the Nolan Principles will need to be considered.
Third, talk is cheap. What is written often carries more evidential weight. In a conversation, what we say is modified by what the other party says. Written language is fixed. We see the difference between a conversation (fluid and nuanced) and an email exchange. In speaking we will modify our arguments, our points, and most of all our own language through repetition and revision.
If you want to see trust and whether someone is willing to do as they say, then ask them to put it in writing. At that moment, most professionals know what is happening. Imagine if Bob Diamond had asked Paul Tucker to put in writing what he was saying on the telephone. I think Mr. Tucker would have understood the consequences.
Fourth, if staff record, then you have to retain the recording appropriately. I think that many organisations struggle with paper compliance. Do you want to have the burden of electronic recordings?
Fifth, the spoken word does not allow for speed listening. For every minute of recording has a minute of listening. You cannot speed listen in the way that you can speed read.
Finally, staff will not behave differently knowing they are recorded. The LIBOR traders knew (and know) all calls are recorded. The LIBOR traders did not behave differently even though they knew they were being recorded.
Best,
Lawrence
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