How to Write a Commentary

You have a client base and each contact with the client must be recorded with a commentary on your contact. Since there are different types of contacts you are unsure how to record them on the contact sheet.

Instructions

Difficulty: Moderate

Things You’ll Need:

• Computer or pen and pencil

1. Immediately following the contact, write your commentary. Everything is fresh in your mind. Even if you cannot put it into the case documents, you can write some notes so you can come back and have recall of what you discussed. Use the old who, what, where and when formula in constructing your commentary.
2. Write the facts. In most instances , your opinion is not required in commentaries. In fact,it is not wise to record your opinion. Commentaries often become part of a legal file. Entries should be unbiased.
3. Example: 01/02/XXXX Mrs. Doe called to ask if the insurance claim had been filed. Checked her file and found the claim was filed on 12/29/XXXX. She asked how long it would take to receive her money. Informed Mrs. Doe length of time depends on many factors and we can not give an exact date. Informed her we have sixty days legally, but often claims are completed early and checks can arrive any time in the sixty day time limit. Reminded her sixty days begins with the date the claim was filed.
4. There is no mention of demeanor or behavior of Mrs. Doe. This becomes opinion in a court of law and may be cause for a law suit. The only time it is appropriate to mention behavior is if the behavior is outside the limits of the law, resulting in an attempted assault, stalking, or any illegal behavior which may cause harm to you or your fellow employees. Even then, the commentary should state the facts of the attempted assault or illegal behavior without opinion. Example Mr. Doe grabbed the case file and threw it at Worker Mary Maidens.

Tips & Warnings

• Write your commentary out before you enter it into the commentary if you are unsure if you have included opinion. Have a superior review it with you, so you can eliminate any potential legal issues. Once you are clear on fact and opinion, writing the commentary should become easy.
• The main thing to remember is that your commentary can become evidence in a court of law. You want your commentary to be professional and opinion free.

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