Rather than write up 200+ employee appraisals, we'd really like to record the appraisal (obviously both sides of the conversation) and save the .wav file to the employees electronic HR file.

We do have a Verint recorder which captures all telephone calls from the extension, so we could use telephony to do this, but I think using a headset or conference phone during the appraisal may be off putting.

Does anybody else do this or know of some technology that I could use?

Hi Bernie,

I know that this isn't perhaps what you're looking for, but the numerous MP3 devices (such as the market leading iPod) might be the answer; small, unobtrusive and with extremely large audio capacities.

I know for the iPod that you can get a dictaphone attachment which will allow effectively limitless recording in a very portable package. This would be a much more storage-effective medium than .WAV files due to the compression inherent in MP3/AAC recording, yet the quality will probably be almost indistinguishable from a top-notch .WAV recording. This solution could be put together for less than £300 all-in.

Just an idea.

John

Bernie,

An MP3 device would definately meet your needs.

Two clear benefits that I see are the portability of the device and MP3 files. Secondly, if recorded using the Verint solution - the recorded call would possibly show within your call search results and potentially be open to other assigned users of the Verint application rather than just the members of staff involved in the appraisal.

Take care

Stuart

The Voice Recorder is a good solution if you have the correct software and attachments, but any recording like this will make a large file.

A company called Internet Images made something similar for use by consultants within a hospital environment, where it also could be transcribed. Not sure they can help you but try them on 01845 578849.

Peter

There is no technical reason why you cant do this, but have you considered the human impact?

A quick vox pop around my office had clear negative feedback, if a small room of IT knowledgeable analysts turned their noses up, expect worse from those in the front line.

Issues as we see it:
1. Data protection - what are the rules concerning storage and then transcription should a person request their files.
2. Will people feel able to openly discuss matters if it is recorded, what if some of the information is "sensitive" and would not normally be recorded on a document.
3. Where is the agent's record of the appraisal if the only copy is on .wav file attached to their HR record. You cannot assume that every agent has an MP3 player and that every agent will accept a recorded appraisal.

Have you seen examples of where this has been successfully adopted.

I can see the benefits in your approach from a time saving perspective, but is that a process saving at the expense of a people issue?

For a range of views on the staff aspect, you could do worse than to sign up for the HRD forum Fenman run at http://www.ukhrd.co.uk and post your query.

I suspect most will echo Julian's response

Zoe

Issues as we see it:
1. Data protection - what are the rules concerning storage and then transcription should a person request their files.


The Data Protection Act covers data in whatever format hard copy, audio, visual, electronic. Thus recorded interviews and appraisals are covered by the DPA and subject to the same laws.

What are the rules? -The 4th, 7th and 8th Data Protection Principles cover storage, accuracy, destruction and transferrance.

As regards transcription, firstly the Data Subject has a right to request the data in its original format and secondly transcription could run the risk of breaching the Duty of Confidentiality law if not approached correctly. The added complication with audio is that the permission of all parties who spoke needs to be obtained before the audio can be released - (all parties are Data Subjects under the Act). Under the DPA the data subject could also request all CCTV images of thems as they entered and exited the building.

Effective HR departments are used to requests from interviees requesting their data - your Data Protection Compliance Manager (also required under the Act) should be able to advise. I think the concerns about the frontline are misplaced, the law and its accedence are easily achieved.

Have you seen examples of where this has been successfully adopted. >>
The Department of Constitutional Affairs used tape recordings recently, the tape recordings, interview notes and databases were easy for interviewee to obtain. The problem is one of education many IT depts and some HR depts do not understand their obligations under the Act.


2. Will people feel able to openly discuss matters if it is recorded, what if some of the information is "sensitive" and would not normally be recorded on a document. >>
Confidentiality is confidentiality in whatever form, some people feel uncomfortable being recorded but have no problem if its written down. Its still recorded whichever way you look at it, I suppose this is just historical and experiential.

3. Where is the agent's record of the appraisal if the only copy is on .wav file attached to their HR record. You cannot assume that every agent has an MP3 player and that every agent will accept a recorded appraisal. >>

Policy decision required, provided the agent is able to access the recording at work there shouldnt be a problem. I am unaware of any 'right' to a hard copy of your appraisal. Yes agents can refuse being recorded which kinda defeats the point of having it if the company havsnt got at 'work around'.

Most appraisals also include a work plan or set of future objectives. That's certainly why I like to have a copy, so I can refer to it to check my progress.

I think appraisals should be working documents in this respect, rather than a twice yearly form filling exercise, to be filed away and forgotten about.

Z

From the comments I think there is a real split here human v system.

Echoing Zoe's words on the working documents, the time saved not typing up the appraisal would be lost when at the next review the two parties listened to the whole of the last review and noted down any actions / development needs to be covered off at the current review.

A paper appraisal is not only a record of past performance, it is a record of expectations and development plans - how can an agent check against these if the only record is audio and needs to be listened to in order to check back.

As I said in my first post, this feels like a process driven initiative that saves time in one respect but costs in another.

When conducting appraisals, I usually have a discussion on each area with the appraisee and then we agree a summary to go on the form. If you take a lap top in or just use a room with a pc, then there is no reason why the agreed summary cannot be typed up there and then.

Z

for once i find myself on the side of humanity over the machine!
apart from the fluffy bunny stuff, i don't see what you would actually save, unless as Z comments, it is being done as just a 'tick the box in the HR manual' exercise.
I regularly reviewed the output from 1-2-1 when I was a TL, immediately after the event to reposition the session in my mind, and again during the month to track progress against agreed development objectives. This would be a real pain if I had to search audio tracks for specific comments, possibly listen 2 or 3 times to catch exactly what was said, and probably have to transcribe so that I could have the content in a workable format. Is this tech for tech sake?

>>>>rather than write up 200+ appraisals
Surely the actual ammount per TL is only around 10-15? a day or 2 per TL spent writting up appraisals ? This is called PEOPLE MANAGEMENT and usually features fairly high in a team leader role.

seems like a 'no!' from a human angle, and a 'why?' from a tech angle... and me a people hating technophile!

Further reflection reveals that the company concerned would also have to consult with all Data Subjects (staff) to gain their permission contractually, therefore data protection contracts that staff have signed would need to be revisited. If anyone refuse then a workaround would be needed. Taking it further if staff felt they were being coerced into signing (simply to improve and existing process at the company's behest) then they could compain to the Information Commissioner, it seems likely that the IC would side with the employee.
Also the original data protection sheet lodge with the IC by the Data Protection manager of the company now needs to be amended.
Lastly the files would need to be deleted a year and a day after the appraisal ocurred.

I'm sorry to say that I disagree.

As this is for purposes of staff administration then unless a company was required to for other purposes they would not need to notify with the IC.

However, this exemption is only possible if this is the only data processing the company carries out - which in a call centre is unlikely.

In this case I would expect the call centre to have notified as a data controller for "Personnel/Employee Administration". Unless they'd been over specific with this in the first instance, I doubt this would have to be changed.

Records for staff administration may kept as long as the relationship exists with the individual. Therefore the appraisal could be kept as long as the member of staff was employed.

I agree with Darryl, my point was badly made, I was trying to say that now audio was being used this change needs to be notified to the IC. ie. not the type of data (staff admin) but the new format.

As regards duration of storage, I agree with Darryl again however I beleive DP Principles 3 and 5 would overrule

"Adequate, relevant and not excessive for the purpose"

"Not kept for longer that is necessary for the purpose"

Appriasals being only relevant and necessary for 1 yr.

Yes, that's true. In most circumstances you'd be hard pushed to prove that you needed to keep the appraisal for more than a year.

It's been a while since we've heard from Bernie - I wonder if she's had any more thoughts on the matter since the thread was started?

Wish I'd never mentioned the DPA angle, we seem to be getting off topic.

I'm with Dylan on this, my job is to create data systems but this idea seems to be technology for technology's sake.

Where is the human side to all this, or from the forum the human response. Are you all actually happy to have your words and opinions recorded, where you cant go back and ask for something to be reworded so you are happy with the overall result - where will negotiation of wording come in when it has all been recorded verbatim (words, emotions etc).

How many times had you had an appraisal and then asked for a couple of words or sentences to be amended - that cant happen in a recording (well it can but it will all start to sound like a rap cd with swearwords removed).

At Vertex we have a new online 121 process, but that is only storage of the information so we can check everyone is getting a fair and regular review, that there is consistency and that we understand who has got what. It doesnt take away the human angle, it is there for both parties to agree and can be printed and taken away. Technology should be supportive, not devisive.

I do see your point Julian, myself, I've tried not put in my personal opinion to any degree. I looked at the original question - the questioner isnt interested in what I think about it, merely how to do it.

The DPA issue is unavoidable given the topic and if you hadnt brought it up someone else would.

I agree with you Julian but businesses aint democracies and I'm not so sure the original questioner wanted our opinions, just solutions. I agree its too much effort for the result and it all seems unecessary, but then I aint running Bernie's business and the decision may have already been made.

"Am I bothered?"

Bernie, please join in the debate on this.

As a discussion forum we would be interested in your angle on this. As was said, you are probably looking for the solution and we have waded in with opinions. We are not taking a swipe and you may have already considered what we are raising as potential pitfalls to your idea.

Given the posts on this thread you have raised an interesting topic.

First thanks to all of you who have voiced an opinion on this subject - certainly there are some very important issues raised here and perhaps I can deal with some of them now from our point of view.

Cabot pride themselves on being compliant, ethical and caring whether we are dealing with our customers or our staff. We don't use technology for technologies sake however if there is a different way of doing things we are not afraid to try them out.

To deal with compliance issues first - we are fully aware of our obligations under the DPA act and all staff have given their permission contractually allowing us to record/monitor whether it be voice recording, screen recording or CCTV.

Prior to deciding to go ahead with this, we discussed the concept and potential issues with the staff and apart from a very small minority the idea was warmly welcomed. For those that don't embrace the idea, we will use the paper based method. We have a young workforce here who are recorded every day when on the phone and don't see this as a big deal. These recording will of course be available to them via our online HR system as are any of the calls they currently make or take.

Zoe makes the point about appraisals being working documents which can be referred to. From the appraisal we produce a Personal Development Plan in document format (again held online) which the employee can refer to at any time - prior to this the PDP was stuff at the back of a desk drawer and not looked at(I know mine was).

I think my point here is:-

Staff have been consulted and are in agreement
The information will be readily available
We are in compliance
We are not afraid to try something new

After all that still haven't decided on the technology path to use........

I think it's fantastic that Cabot are trying something new and I'll be interested to hear how you get on with it all.

I would've thought that the best way was with a PC (Possibly laptop) and microphone in the meeting room. An application could be used which will record the conversation and allow it to be stored directly into the relevant database.

Hand held and portably devices are good in theory - but they increase the chance of the recording being lost or incorrectly archived.

The important things would be that:
1) The recording is stored swiftly into the database with some relevant information about content (Date, Time, Attendees etc) to ensure that it's easy to find the file you want.

2) The recording method is reliable. You don't want to complete the meeting only to find that the appraisal has been lost because the microphone wasn't plugged in, or the PC crashed.

3) There is a reliable method of housekeeping the files.

Bernie: I've sent you a 'voicemail in relation to the software.

Regards,
Darryl