Recording vulnerability
- Why we record
- What we record
- When we record
- TEXAS in action
- Using IDEA and TEXAS
- Unable to gain consent
- When to escalate
TEXAS in action
We already recognise there’s a crossover between TEXAS and IDEA. Having already used IDEA to get a better understanding of our customer's situation it’s likely we'll have already covered some parts of TEXAS.
T - It's likely we've thanked and acknowledged our customer at the point they shared.
E - It's unlikely we've explained how we'll use the information as we've only just decided to record it.
X - Again it's unlikely that we've asked for eXplicit consent
A - Is about asking questions - which we would have covered when using IDEA.
S - It's likely we've covered signposting, using IDEA, when asking about the Assistance a customer may need.
So we use IDEA to open up the conversation to ask questions, to get to know our customer, and use the remaining parts of TEXAS to obtain their consent to record the information sensitively and in a way that helps us meet their support needs in future interactions.
Model |
Guide |
Thank them |
|
Explain |
|
EXplicit consent |
|
Ask |
|
Signpost |
|