Written communications have the advantage of leaving a clear record of the mission’s intervention and helping to avoid misunderstandings. The text and the tone can be carefully crafted and approved in advance. On the other hand, written communications are very formal approaches. They do not lend themselves to a give-and-take exchange and may not encourage creative solutions. In some cases, a written communication may prompt a formalistic response that can lock a government into a negative position on an issue. These advantages and disadvantages should be carefully considered before making an intervention. Direct interventions in person provide greater flexibility than written communications. For example, they allow OSCE staff to test the atmosphere before entering into the subject of a potentially sensitive human rights complaint. The complaint may be the sole issue of a conversation, or it may be raised at any point in a discussion that covers several issues. The setting for an oral démarche may also be selected: While it would usually be made in the context of a formal office call, it is not unusual for OSCE officials to raise individual cases with especially close or trusted contacts in a less formal setting, such as over a lunch or even in a telephone call. When making a personal intervention, the OSCE staff member should briefly explain how the individual case fits into the mandate of the mission or relates to the country’s OSCE commitments. If the démarche relates to a specific agreement with, or undertaking of, the national authorities, the OSCE staff member should be prepared to present a copy of the document in question. The OSCE staff member should start from the presumption that the government is committed to fulfilling its OSCE commitments and will be willing to remedy any violation of human rights that may have occurred. It is important to observe customary rules of courtesy, to dress in proper business attire, and to use the correct name and title of the official. The OSCE staff member should be firm and polite and should avoid being arrogant or provocative. Remember that the démarche is intended to elicit a positive result; a confrontational approach is unlikely to be productive in this regard. As with a written communication, an oral presentation should be as brief and precise as possible. It should set out the facts of the case as the mission understands them and indicate exactly what the mission requests the government to do. The OSCE staff member should listen carefully to the response and then take the opportunity to clarify any misunderstanding or ask again if any initial questions remain unanswered. At the end of the meeting, the mission officer should state his or her understanding of the result of the meeting and the next steps to be taken. 91 10