The Importance of Paperwork Part II

What a case that was! We were contacted, did all of the preliminary stuff, got in, had an amazing investigation and went home happy and excited. Now we can wait to hear from the client and see if we're going back...right?

I know, I have already written an article called the Importance of Paperwork and even a few follow up ones relating to paperwork, but I'm not quite convinced that my objective has been reached. You see, when I originally wrote my Importance of Paperwork article I thought that it would inspire some to not only make sure that they have the paperwork, but also make sure that the paperwork is completed as well. While I have received some feedback that this is exactly what has happened, I am still getting emails asking if the paperwork is really as important as I make it sound. To sum it up, YES. The paperwork is a very important part of any investigation. Now I'm not going to sit here and type a rant or climb on top of a soapbox with fist raised, I will however try and point out a few more reasons why paperwork is so important. In my last article I focused more on what some groups reasoning is for not having paperwork. So, for this article I will focus more on the positive aspects about having proper paperwork and what that paperwork can do for you and your group.

One person who replied to my first article sent along a picture. In that picture there was a notebook that was literally falling apart. It had papers stuffed in it, the cover was almost completely ripped off and the tabs that had originally been markers for different sections were either completely torn off or so bent from use that they didn't do any good. In his email he stated, "The attached picture is what our paperwork looked like before reading your article. I had never thought of how our well used notebook might look to our clients." One of the big pluses to having organized and well written paperwork is that you look more organized and professional from the client perspective. I would also bet that having the one notebook for everything made finding notes a bit difficult and much more frustrating to find later.

It is very good that they had something to take notes on, but another problem with the one notebook is that every one of their client's information was stored in one place and was brought from location to location with them, making it easy for someone to flip through or take off with and break any confidentiality agreement that the group had made with their clients. Not to mention that if they had lost that notebook they would have lost all of their case histories and information. That group now has typed forms that each member carries in a binder during investigations. All of the forms carried are for that case only and do not include any information about other clients and their reports. In the last update that was sent to me I was told that their first client they dealt with after having the new paperwork seemed more at ease with the group when they were taking notes. He thinks this is because they looked more prepared to handle whatever was going on and I tend to agree that that could be the case.

Another group I have talked with is very professional in every aspect, including their paperwork. However, if the paperwork isn't completed after an investigation the investigation isn't really done. Let's say (for example) that a client whom you visited over a year ago contacts you about something new. They know how good of a job you did and they felt comfortable with how you were able to help them. Then they bring up some history of the location that they feel might be the reason for the new activity. You make it through the conversation all right as you do remember the client vaguely, you may remember something major that happened while you were investigating that case and you might even remember that you haven't heard from the client in the last four months and had assumed that everything was done for that particular case. But now the client has contacted you. Now you need to remember everything that happened because the client (who lived through it and with it in a way you did not) has apparently not forgotten a single thing.

As a "professional", saying the words, "Would you mind refreshing my memory" can only be said so many times before you start to look like you completely forgot about the client and that the case wasn't important enough to remember. Not only would that leave the client (who trusted you) to doubt your sincerity, the client more than likely would also fall back to any of the self doubt or lack of confidence that they had before you were involved and helped them along. Now. If you have a folder somewhere with that client's name or location marked on it you could easily pull it out, read through your groups notes and reports and bring that case back to the forefront of your mind as if it were yesterday. All of the pictures, audio, notes, client information, happenings, etc. would be right at your fingertips and you would not only sound as if you remember the client, but the client will also more than likely believe that they made an impression, which is a great thing for a client to believe. But what if you go to look for that clients folder and the folder is either completely missing (because you never made one) or the contents of the folder is severely lacking? Then my friend, you have a problem. Client's put their faith in investigators and by default look to them for answers and help. If that help falters you could potentially leave your client worse off than before. And if you can't remember the details of an investigation that help is faltering.

Any investigator who is serious about their work and strives to present a professional appearance should have the proper paperwork and back up files. I could go on and on about the potential problems that can arise from a lack of paperwork, but it's the investigators and often times the clients who suffer from that lack. The two examples above are meant to be positive in that when and if the paperwork is present, completed and filed the group can then sit back and not worry about past cases and what they have to remember as it is all written down or recorded in some organized manner. Hopefully my point has made it through in either this article or as a combination of the two. If not, you can bet that you will be hearing from me again about a topic that is so often overlooked and underappreciated. In case you missed it, that topic is paperwork.