Documentation Example

Collecting Documentation

As soon as you are aware of a problem, begin documenting the issue. Be sure to include the date and time of each occurrence, as well as the names of any people involved. Do not record personal opinions – keep everything factual. You may include tone of voice or general attitude, but don’t make guesses as to reasons for behavior.

For example:

1/18/07
Anne Smith no-showed for an interview at 9:00am, but called around 3:30pm and stated she had forgotten. I rescheduled her appointment for tomorrow at 10:00am.

1/19/07
I interviewed Anne Smith at 10:15am (she was 15 minutes late to the appointment). At the end of the interview I told her I did not feel we had any positions open that would fill her needs and ours.

She called me back around 12:30pm and stated she wanted to volunteer with children. I once again explained to her that ACPL did not have any volunteer positions where volunteers assist children with homework, except the Homework Help program, which requires math skills through calculus. She asked me what calculus was.

2/2/07
Anne Smith called my office while I was out at a conference. My recorded message stated I would be out of the office until 2/8/07. She left messages at 8:17am, 10:32am, and 4:12pm.

2/3/07
Anne Smith left messages at 10:30am, 11:07am, 2:04pm, and 4:09pm.

2/4/07
Anne Smith left messages at 10:54am and 3:17pm.

2/5/07
Anne Smith left a message at 12:30pm.

2/6/07
Anne Smith left messages at 8:01am and 4:47pm

2/7/07
Anne Smith left messages at 9:17am, 10:15am, 11:20am, 1:37pm, and 3:39pm. Her tone of voice sounded increasingly agitated with each call.

2/8/07
Anne Smith left a message at 9:42am wanting to know why I had not called her.

I called Anne Smith at 10:31am and explained to her again that she did not have the skills needed for Homework Help.

2/16/07
Anne Smith called at 12:17pm, 12:19pm, 12:43pm, and 12:52pm while I was out at lunch and left messages telling me she needed to talk to me about volunteering with children. I had just finished listening to my messages when the phone rang and it was Anne (1:13pm). She wanted to know why I had not called her back about volunteering. I explained to her again that she did not have the skill set needed for Homework Help.

I also told Anne that in the future I would not be returning calls about volunteering. I explained that I had spoken to her on several occasions and the answer was not going to change. I was polite but firm. She indicated that she understood.

2/18/07
Anne Smith called me at 8:36am stating that she wanted a volunteer position working with children. I told her we had no volunteer positions that would meet her needs and the library’s needs.

2/20/07
Anne Smith left a message at 11:47am. I did not return the call.

2/24/07
Anne Smith left a message at 3:48pm. I did not return the call.