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Put it in Writing

By Jim Goding

If it isn't in writing, it doesn't exist.

That doesn't mean you can't get in trouble for it. In fact, it is much easier for a person to get in trouble for something that is purely verbal traffic, as it can be easily mis-duplicated both as to content and intent.

This is why reports are always in writing. A written report, forwarded through proper channels, gets looked at, questioned and clarified before reaching its final destination. Missing data can be filled in, errors in wording or attitude can be corrected, unclear information completed.

Writing also includes other permanent forms of data recording, such as videotape. In a Surveillance Room, a written report is nearly worthless without videotape backup. All reports are based on video evidence, and the raw data (tape) is always forwarded with the report, or at least available on request by the correct person.

Complaints, Ideas, Suggestions

It is very common for the people actually doing the work, from the bottom levels to the top, to realize that the way something is being done is not the best way.

It is even commonplace for people to have valid ideas as to better ways to do things.

What is not, unfortunately, common, is for someone to put a valid suggestion in writing and send it through correct lines to someone with the authority to make a change. The normal human way is to bitch and complain, moan and cry, about how bad it all is, and maybe even come up with an improvement. They might even mention the idea to the first person in the chain of command--verbally.

Then they bitch and complain about how their brilliant idea never gets implemented. What is not realized is that a shift supervisor is not likely to remember the details of a suggestion, because there are many other demands on his attention, most of them more immediately important. So those verbal suggestions are forgotten, or not correctly understood, or simply get lost amongst all the bitching and complaining.

So if you have a good idea, the best way to get it implemented, or at least find out why not, is to write it down, in detail, and submit it to the executive in charge through your supervisor. This is also the only way you will ever get credit for the idea, too, if you are interested.

Exceptions

In a Surveillance room, certain types of reports are made verbally; however, they are always backed up by a written report of some kind, even if only an entry in the daily log. An example is the response to a request for a count on a certain player. An immediate phone report is made to the requesting Pit Manager or the Casino Shift Manager, and an entry is made in the log. If a person is determined positively to be a card counter, a verbal report by phone is first made to the Director of Surveillance, then to the Casino Shift Manager, and a written, detailed Incident Report (including tape numbers and times) backs up the verbal report.

Negative reports on card counters are made verbally by phone and an entry is made in the Daily Shift Report.

The idea is that, unless there is something in writing, everything is questionable, open to interpretation and error. In some cases, this can endanger your job or even the casino itself.

Put it in writing.  

Copyright © 1999, 2002 by Jim Goding. All rights reserved. Duplication in any form, electronic or otherwise, without the express written permission of the author is forbidden, is a violation of the proprietary rights of the author and is actionable under law. This article may be purchased for a nominal fee by clicking on the following link.

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