State Records NSW

The New South Wales Government's Archives and Records Management Authority

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Create and Capture - Guidelines on better recordkeeping
Section 1 - Introduction

1.7 Common business activities
that should be documented
 
Meeting Meetings
Records should be made to document decisions at meetings

Meetings may be formal or informal. In either case, significant decisions are often made in meetings that need to be documented. If records are not made of meetings, organisations and individuals are at risk of not being able to account for decisions taken or actions committed to, and important information about the business conducted will not be available or accessible across the organisation.

Formal meetings of committees and boards are often governed by standard procedures and rules. It is important that such procedures and rules identify the records that must be created and kept of the business conducted at the meeting as well as outlining responsibilities for creating records of the meeting. Normally, business conducted in formal meetings is documented in minutes that are circulated for comment and signed or otherwise confirmed as a true and accurate record of the meeting. The Audit Office's On Board: Guide to Better Practice for Public Sector Governing and Advisory Boards (1998) provides guidance on what records are needed for effective Board meetings.

Informal meetings, including meetings of ad hoc groups and meetings with clients, may simply be documented in a note for file or report prepared by the convenor of the meeting. File notes or minutes that have been confirmed should be captured into an appropriate records system.

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Telephone Telephone conversations
Records should be made to document substantive business conducted via the telephone

Despite the proliferation of email systems, much business communication still occurs via the telephone. Such communication includes providing advice or information, giving consent or permission, dealing with complaints, and making decisions and commitments. If business conducted via the telephone is likely to have a significant impact on the organisation's resources or its staff and the information needs to be available to others, then the conversations should be documented in notes for file or in systems designed for recording such transactions. The need to create records of telephone conversations will ultimately depend on the nature of the business being conducted.

In some organisations, the business undertaken by telephone may be so contentious or significant that conversations are taped. In these situations it may not be necessary to ensure that staff create and capture records of their telephone conversations, however, it will be important to ensure that the recordings are appropriately captured and managed in official records systems.

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Decisions, discussions and recommendations
Where appropriate, records should be made of informal discussions or face to face contact

As with meetings and telephone conversations, important business can be conducted orally in informal, conversational situations or through face to face contact, such as over the counter in a shopfront. If, in these situations, firm commitments to undertake a particular activity have been made, or advice has been given, the decisions made or information provided should be documented. The record documenting this activity, for example a file note, should then be captured into the appropriate records system.

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Sending and receiving correspondence
Records of correspondence sent and received by email, fax or post should be captured into official records systems

Important business is routinely conducted by email, fax or letter. Capturing records of correspondence received and sent, including internal correspondence, is a significant responsibility of all organisations. Failure to capture these records can place an organisation at risk, as evidence and information will not be available for many important transactions. All essential correspondence should therefore be captured into official  records systems.

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