This is the last post in this series. I hope, by the time you finish reading this one, I have given you enough so that you can have your security operations manual for your security posts. Again, I will reiterate this point. A Security Operations Manual on post will help you and your officers offer more professionalism to your client and company.
This section of creating your manual may be a little surprising to you. It is not something you would normally think of as being necessary, relevant, or integral to its creation. But trust me on this… it is nearly as important as the information inside.
This section should be in the back of your mind at all times when creating the manual. It really should be started as soon as you begin to create it. The appearance of your manual has more to do with the finished product as the ease of readability is when it is finished.
That answer is simple to explain in one word…anticipation. By developing an anticipation and expectation of the manual, it will help to create buzz and excitement before it is unveiled. With all advertising programs for anything in this world, from the latest car models to the new mobile phones and television shows, anticipation builds excitement.
Is it theatrical and over the top in the presentation of simple ‘post orders’? Of course it is, but in the world we live in don’t we have to do that in many respects to gain attention and have the officers and clients believe it is well worth the wait? If it helps the security team to become involved in its planning, organization, and assessment then it is well worth the theatrics.
This approach also helps in another way than just building anticipation…it helps to provide buy in from the officers.
So, what do you need to help create this anticipation and expectation of the manual? Keep in mind that your original will not be the complete version but a good mockup will do for the time being. The first thing you need is a 3 ring binder; the size depends on the site, with a clear cover insert on the front and back.
What do you put on your front and back cover? A logo and company name of both the contractor and client. Bright colorful graphics should be apparent. On the back…maybe a stock photo of the client site. The title of it should be centered and overlaying it in a large 18 or 20 pt. font.
Security Operations Manual
Large or small Client
At the bottom in much smaller font, possibly and 8;
Written By: Robert D. Sollars, Account Manager, Praetorian Security Services
Approved: January 15, 2018
Adding the date shows how long it has been since overhauled and if it needs to be again.
Additionally, section dividers with neatly printed tabs should also be included. This allows for easy access to know and learn what to do at the easy flip of a page. Adorning these section dividers with some imagery is also a nice touch, whether stock photos/illustrations or customized from the officers and site.
I have written hundreds of these and it didn’t matter whether they were grammatically correct or not on my posts. The only exception was with my large notable clients with many billable hours. Then the office took it and did their grammar editing, which I was never good at, ensuring it didn’t lose its simplicity.
The last question, which I addressed in the 2nd post and will again here, was how long should it be? That is an answer I can’t give you. Mainly because it really depends on your facility. I’ve written some for simple sites that were only 20 pages, including the 1st section of it. Others required as many or more than, 75 – 100 pages without the 1st section, because they were complex in their duties/responsibilities and had numerous small details that had to be included.
The presentation and appearance of your manual is just as important as it is with anything else. Look back at the new car designs, food networks, and nearly everything else for sale. If the presentation is good then it is more likely to be accepted as the best out there. Then if you allow the officers to help in the creation in some fashion then they will buy in to what it represents and increase the appearance of professionalism amongst everyone.
If your officers and clients believe that you are going out of your way for them to make their job easier and more of a return on their investment in you, then all that does is help. It should, if rolled out correctly and not immediately filled with revisions, increase the professionalism of the officers to you, the client, and employees.
It is unfortunate that today’s world we have to be dramatic, theatrical, and over-the-top to gain the attention, and keep it, of officers and clients. But as with many other things within the field, we have to change approaches to gaining and keeping officer engagement and this is one way to do that.
I hope these 3 posts have given you the information and impetus to form your own manual. As I always state they have been time tested and proven, even if they may be time consuming to put together.
Robert D. Sollars assists businesses and their employees to lessen their risk of WPV as well as other security/customer service related issues with time tested and proven ideas. You can follow him on his upcoming website http://www.robertdsollars.com, or twitter@robertsollars2.
I May be Blind but my Vision is Crystal Clear