THE INTERSECTION OF
INTERVIEWING AND INNOVATION
By Dave Thompson, CFI
O
ne of the most human-centric tasks of the loss prevention professional is the responsibility to conduct investigative interviews and have sensitive conversations. Although this interaction is heavily dependent on human interaction, technology continues to impact the process. Innovative ideas and technological advancements can often supplement, strengthen, or even replace certain job tasks. Professionals who are resistant to the evolving world of technology and artificial intelligence (AI) will find themselves well behind in the progression of our industry. As we explore areas where technology has impacted investigative interviewing, it’s important to understand its current limitations while also embracing the opportunities it can create. Using innovative technology to conduct research, incorporating solutions into the investigative strategy, and leveraging these tools while conducting the interview are all ways to create a more efficient and effective process.
Research Studies The concept of “evidence-based” interviewing means that the methods and tactics used have been researched by the academic
community and its teachings are reliant on these findings. The importance of strategic rapport development and the avoidance of coercive techniques are examples of areas in which research has helped to inform the investigative community. However, one of the obstacles in designing research around interviewing is trying to replicate real-world “interrogations” in an experimental setting. Another problem, historically, has been attempting to assess actual interviews based on an investigator’s or a suspect’s recall of the conversation. Technology has helped scholars in their efforts to overcome both issues. Electronic recording of interviews has helped to memorialize conversations and provide samples of real interactions for researchers to compile. There are some innovative programs out there that will also allow researchers to code for specific tactics while watching a video of an interview. Markers to indicate admissions, coercive tactics, or other measurables can then be used to compile large data sets providing investigators with incredible insight.
MJgraphics / Shutterstock.com
INNOVATION
INTERVIEWING
