An operating-model announcement may name new teams without explaining how work passes between them. Film the changed handoff that employees must understand.
Choose a representative request and show who owns it at each new decision point.
Choose a handoff where ownership can become unclear
The strongest operating-model example is not necessarily the largest process. Pick a request that crosses a new team boundary and requires both parties to understand when responsibility changes. Ask the model owner to define the entry condition, the information required and the point of acceptance.
Draw the route before filming interviews. If the team cannot agree who owns a request while it waits, that is a design question to resolve outside production. An editor should not be asked to create a reassuring sequence that conceals the unresolved gap.
Show work in transit
Many process films jump from submission to a completed result. Include the intermediate state where a request is being checked, returned or queued. Employees need to understand what that state means and whether they should act. Use the organisation’s actual status language, explained in ordinary terms.
The example should include a realistic incomplete input. This reveals how the receiving team requests clarification and who remains responsible. It also prevents the film from presenting the ideal path as the only path that exists.
Interviews should follow responsibility rather than hierarchy. A senior sponsor can explain the purpose, but the people who operate the handoff are usually better placed to describe the information they need. Keep their explanation within the approved model; filming should not become an informal redesign workshop.
At acceptance, follow the fictional request through every transition and ask who owns it at that moment. Check the same question in the short version. If removing a sequence creates an ownership gap, the short edit needs a different structure. The finished resource should make the new interface usable without claiming that the model has already improved performance or eliminated every delay.
Commissioning checks
| Input | Why it changes production |
|---|---|
| Approved responsibility map | Follow one request end to end |
| Request entry and exit conditions | Label ownership changes |
| Exception handling route | Show when the ordinary path stops |
An illustrative application
In a hypothetical service model, requests enter a shared intake team before reaching specialists. The film follows a fictional request, identifies what intake checks and explains when specialists take responsibility. It does not imply that the intake team can resolve every issue. This example is hypothetical, not a Live Images project.
Check whether the viewer knows who holds the request while it is waiting between teams. Avoid depicting a faster response or improved outcome unless there is evidence for that particular claim.
Discuss the production brief
Bring this decision and the available material to a Live Images production enquiry. Review the current services first, then confirm suitability and scope; specialist policy, training or advisory work is not assumed to be included.
Source and scope
Fair Work Ombudsman consultation guidance is relevant background, checked 30 October 2026. This is original commissioning guidance, not legal, employment, safety or regulated professional advice. Prepared with AI assistance for Live Images.