If a field operation judges that an individual complaint of a human rights violation is appropriate for follow-up, there are a variety of options for action that it may take. Some of these steps were noted earlier in this handbook with regard to various types of human rights violations, and a more complete outline of possible actions is provided in Part III. In some instances, the initial individual complaint – whether received in writing or in person – may be sufficiently urgent, compelling, and credible that the mission will decide to take action immediately, without gathering further information. This could be the case if, for example, a person’s life or security appears to be in danger, or if the mission already has independent information of the incident in question from the media or other sources, or if the original individual complaint comes from a source that enjoys the mission’s full trust and confidence. In most circumstances, however, the mission may feel it is necessary or desirable to seek further information on an individual complaint that it has received. This may be because the initial information was insufficiently clear, complete, or precise or because the source is unknown to the mission or its credibility is in question. In such instances, the mission may wish to seek an interview with the complainant. In other cases, the mission may be approached directly by a person wishing to make an individual complaint. In any of these circumstances, an OSCE staff member will become involved in conducting an interview. 6.1 POINTS TO KEEP IN MIND THROUGHOUT THE INTERVIEW There are some points that the interviewer should keep in mind during the entire interview. In some cases, interviewees may appear unreliable, as they may withhold information related to the violation in order to avoid painful memories, embarrassment, or shame. They may also experience extraordinary difficulties in recalling elements of their experiences and confuse the location or timing of various events. Details may be added as they come to mind as the interviewee feels more trust towards the interviewer. It can happen that interviewees may exaggerate because they feel that they must go to extreme lengths to ensure that their story makes an impression and is believed. In other cases, an interviewee may lie or deliberately mislead. If it is suspected that this is the case, rephrase the question and politely point out inconsistencies, but do not badger the complainant or become confrontational. A confrontational or provocative interviewing style should be avoided at all stages. 61 6