User Education Archives - Language Services Associates

Video Remote Interpretation FAQs

Posted on July 18, 2023May 14, 2024 by admin

7 min read

What is Video Remote Interpretation? Video Remote Interpretation (VRI) is an on-demand interpreting service provided over the Internet, via video, through a computer or mobile device with a webcam. What is the difference between interpretation and translation? Although both practices share the common goal of taking information that is available in one language and converting it to another, they are two separate processes. Interpretation refers to listening to something spoken and interpreting it orally into the target language. Translation involves taking a written text and translating it in writing into the target language. Are your ASL video interpreters certified by the Registry of Interpreters for the Deaf? Yes, all LSA video remote ASL interpreters are RID certified. What are the qualifications of your foreign language interpreters? LSA’s foreign language interpreters undergo a rigorous three-step evaluation process which takes into account their experience, education, applicable certifications, subject matter expertise, and language and interpreting abilities. What is the process to access an LSA video interpreter? Once you are setup with an LSA account for VRI services, simply follow the steps outlined below: On-Demand

Sign in to the LSA App with your dedicated username and password.
Select the language you need.
Connect with an LSA video interpreter in seconds.

Scheduled

Navigate to the Web Browser or Application version of the LSA Interpretation App (formerly IRIS)
Select the ‘Scheduled Calls’ button on the top of the page and enter the ‘Request number’
PLEASE NOTE: If you do not have your ‘Request number’, once you are on the ‘Scheduled Calls’ page click the ‘Help’ button for assistance.

Is there any equipment I need to rent or purchase to utilize VRI? No, LSA’s VRI services can be accessed via any desktop computer, laptop, or smartphone you may currently be using. All you need to connect to our video interpreting platform is Internet access and a computer or mobile device with a webcam. There is no expensive equipment to rent or purchase. Does the service work on all Web browsers? Our video interpreting system works on most popular Web browsers, including Google Chrome (preferred) and Mozilla Firefox. Does the service work on mobile devices? Yes, our video interpreting system works on iOS and Android devices. Is special software required? All you need to do is download the LSA App from the Apple App Store or Google Play Store and log in with your dedicated username and password. Is there any difference in usability or performance between laptops and mobile devices? No, as long as your device and network meet LSA’s video remote interpreting specifications, your experience should be the same no matter which device you choose to use. Do you provide complete audio and video encryption? Yes, all video interpreting conducted by LSA is 100% secure and inaccessible by outside parties. What is the cost for using VRI? All video interpreting calls are charged on a per-minute basis, which varies by language. A monthly minimum fee may also apply based on actual usage. Is video interpreting in compliance with all applicable laws and standards of practice? Yes, our video interpreting platform is compliant with standards of practice and applicable legislation, like ADA, HIPAA, HITECH, IDEA, CMS, Joint Commission, and Section 1557 of the Affordable Care Act. What are the benefits of using a video interpreter compared to using an over the phone or onsite interpreter? There are many benefits to using a video interpreter:

Access a qualified ASL or foreign language interpreter within seconds in an emergency or short notice setting
Eliminate travel time, mileage, advanced scheduling and wait time associated with onsite interpreting
Pay only for the interpretation minutes used

Are real-time reports available for video interpreting calls? Yes, all VRI clients can pull customized reports based on language, location, requester, time of day, and trend activity levels in seconds through our completely secure, easy-to-use Client Portal. 

Over the Phone Interpretation FAQs

Posted on January 5, 2014March 27, 2024 by Daniel Kristie

9 min readHow does Over-the-Phone Interpretation work?

Our Over-the-Phone Interpretation service allows you to communicate with a non-English speaker via a telephone interpreter. The interpreter converts the spoken word from one language to another, enabling listeners and speakers to understand each other.

What is the difference between interpretation and translation?

Although both practices share the common goal of taking information that is available in one language and converting it to another, they are two separate processes. Interpretation refers to listening to something spoken and interpreting it orally into the target language. Translation involves taking a written text and translating it in writing into the target language.

How long will I have to wait for an Over-the-Phone interpreter to be connected?

On average, you will wait 22 seconds to be connected to an interpreter via the telephone (15 seconds for Spanish). However, you may be required to wait longer if the available resources for the requested language are experiencing unexpected demand. For rare language requests, it is sometimes helpful to call ahead and pre-schedule your Over-the-Phone interpreting session.

How many languages do you provide?

Our Over-the-Phone interpreters are available and ready to assist you in hundreds of languages.

What if I don’t know the language my client is speaking?

Our call center coordinators are trained to help identify your language needs. Simply let the coordinator know that you are unsure of the language your client is speaking and they will be able to assist you.

How many telephone lines can be connected at once?

We can connect up to 49 third party calls at a time.

Is this consecutive or simultaneous interpreting?

Over-the-Phone interpreters are consecutive interpreters, which means the interpreter only interprets after you have completed a thought, then the non-English speaker responds, and so on. Simultaneous interpreters interpret while you are speaking, which does not work effectively via the telephone because two parties speaking at once is often inaudible.

When does the charge for the call begin?

The charge for the call begins as soon as the Over-the-Phone interpreter is connected to the line and communication is established.

What do I do when the interpreter is connected to the call?

When the interpreter comes on the line you should immediately take control of the call. You may start by introducing yourself, briefly explaining the nature of the call, and requesting that the interpreter say a few words to the non-English speaker to ensure that he/she is able to communicate. Next, you should begin speaking to the non-English speaker in the first person, as if the interpreter was not there.

CORRECT: “Hello, my name is John. How can I help you today?”
INCORRECT: “Tell her my name is John and ask her what I can do to help her today.”

Remember to pause at the end of a thought to allow the interpreter time to interpret.

Can I tell the interpreter what questions to ask?

You should never tell the interpreter what questions to ask. The interpreter will interpret exactly what you say as if he/she was you. Interpreters do not serve as third party agents but are there only to communicate your words directly. They should not add, edit, or omit anything that you say.

Can the interpreter answer the questions for my client?

The interpreter cannot answer questions for your client. The interpreter is there only to facilitate communication between the non-English speaker and the English speaker. The interpreter will only interpret what the client says.

May I request a particular interpreter?

You may request a particular interpreter.  Provide our call center coordinator with the interpreter’s ID number and we will call the requested interpreter to see if he/she is available to take the call.

What if I encounter an issue with an interpreter?

Our dedicated Client Experience department is available to assist you should you encounter any issues with an interpreter. You may contact LSA’s Client Experience team by phone at 866.221.1301 or on the Web.

What do I do when the call is finished?

When the call is finished you can simply hang up. The charge will be completed as soon as you disconnect the line.

How do you guarantee the quality of your Over-the-Phone interpreters?

We are committed to providing the highest quality interpretation support.  In order to be eligible to take calls for our clients, all telephone interpreters must go through our robust three-step Interpreter Selection Process. This process starts with a review of the interpreter’s general qualifications. We then administer a series of tests to validate the interpreter’s language proficiency and assess his/her interpreting skills.

Do your interpreters know specific terminology?

Once an interpreter is activated and placed into our network, he/she has unlimited access to a multitude of helpful resource documents and training materials. These items include industry and company-specific glossaries and vocabulary lists. Interpreters review these documents on an ongoing basis so that they are fully equipped to provide the highest quality interpretation service possible. We will always provide you with an interpreter that possesses the appropriate education and industry experience that your request requires.

How do you guarantee confidentiality?

All of our linguists are held to a strict Code of Ethics and recognized professional standards, which includes strict compliance with the confidentiality of client information.

Translation and Localization FAQs

Posted on January 4, 2014March 27, 2024 by Daniel Kristie

10 min readHow does the Client Portal work?

With LSA’s secure online Client Portal, you can submit documents for translation 24/7/365. LSA’s Client Portal also allows you to approve estimates, monitor your projects, and retrieve your translated documents online. Your Client Services Specialist, Account Manager, or Project Manager can set up an account for you.

What is the difference between interpretation and translation?

How long will it take to translate my documents?

Processing time for translation depends on a variety of factors, including the number of words in the document, the file type, the rarity of the language(s) requested, and the type of translation being performed. To speed up the process and reduce your cost, please provide editable native files, including all images, fonts, and instructions for handling, if applicable. If your project is urgent, we proudly offer rush services for an additional fee.

How many languages do you provide?

We offer professional translation and localization services for any standard world language; that is, any language having an alphabet and agreed upon grammar and spelling conventions. Conversion to Braille is also available for English documents.

What if I’m unsure of the language of the source document?

Our Project Managers are trained to identify languages for our clients. Simply let your Project Manager know that you are not sure of the language, and he/she will be able to assist you.

May I request a particular translator?

We match translators to a particular project based on the following factors: native language, experience, education, and expertise in the subject area. Often, clients will be matched with the same translator(s) to maintain consistency.

What if I have a question about a project?

For all translation questions, please contact LSA’s Client Services department at 866.221.1301 or on the Web. You may also contact your Account Manager, Project Manager, or the Translation Division Manager if you have a question about a particular project. To view the current status of your project, please log in to the Client Portal.

Where do I send requests for translation?

If you are a new client, please send your request for translation to our Sales department at 800.305.9673 X55305 or on the Web. If you are an existing client, you can upload your file(s) via the Client Portal or e-mail the document to your Sales Account Manager. Upon receiving your first request, our Translation Division Manager will assign the project to a dedicated Project Manager. Please include your contact information, the language(s) requested, and any special instructions.

How can I pay for my translation?

If you are a new client, an LSA Sales Manager will be happy to set up an account for you. We offer several payment options for services, including monthly payments (based on service agreement), credit line payments, purchase order payments, and credit card payments for smaller projects.

What type of documents are you equipped to translate?

We can handle almost any type of source file, from handwritten documents to HTML. Below is a list of some of the most common file types we typically work with. If your source file type is not listed below, please contact your Project Manager for confirmation.

Microsoft Word, Excel, PowerPoint, and Publisher
Adobe InDesign, PageMaker, Photoshop, Illustrator, Flash, and Acrobat PDF
Website, Database, and Resource Files
SCORM Packages
QuarkXPress
HTML
XML
AutoCAD

What levels of translation do you offer?

We have a combination of different translation methods for our clients to choose from, including Enhanced Machine Translation (EMT), with or without post-editing; Translation, Editing and Proofreading (TEP); and Translation, Editing, Proofreading and PM Proofreading (TEPP). We often combine different levels of translation to meet our clients’ budget and project requirements. Our TEP and TEPP processes are ISO 9001:2008 Certified.

How do I determine what level of translation I need?

We will explain the different translation levels in detail and make recommendations based on the materials you provide for translation. We firmly believe that client education is the most important factor in the translation level selection process and is vital to the success of every translation project we undertake.

What is enhanced machine translation?

Machine Translation (Regular and Enhanced)

Machine translation (MT) is the conversion of text from one language to another via purely automated means (content is not translated or reviewed by a human linguist). Enhanced MT involves an engine that has been trained for a given customer’s verbiage or subject matter. This training provides a higher degree of accuracy than a standard MT. LSA can perform both regular and Enhanced MT of your materials upon request.

Machine Translation (Post-edited / MTPE)

Machine Translation that has been post-edited (MTPE) is a regular or, preferably, Enhanced machine translation that has been reviewed by a human linguist after completion of the MT stage to “clean up” the translation, in order to ensure a higher degree of accuracy than even an Enhanced MT can provide, while retaining the speed and cost advantages of utilizing MT. LSA can provide MTPE upon request.

What if my material is constantly changing?

In most cases, we can locate and identify all changes to your assets, whether they are simple documents or complex websites, to ensure that new and updated content is translated as it is created.

Do you have professional translation experience in a particular industry segment?

We have experience providing professional translation and localization services across virtually every industry, including healthcare, insurance, sports, utilities, education, government, manufacturing, and banking & financial services.

Do you specialize in a particular area of translation and localization?

We specialize in the following types of translation and localization services:

Website translation and localization
E-mail support services
IVR prompts
Software localization
Video script and multimedia translation
Technical document translation
E-learning and training translation
Marketing and advertising translation

Onsite Interpretation FAQs

Posted on January 4, 2014March 28, 2024 by Daniel Kristie

9 min readWhat languages do you offer?

Our Onsite Interpreting service is available in hundreds languages, including American Sign Language (ASL).

What is the difference between interpretation and translation?

How do I make a request?

You can request an onsite interpreter by logging in to LSA’s Client Portal, or by calling 866-827-7028.

What information will I need to provide when making a request?

In order to process your request, we will need the following information: date, time, location, address, contact number, type of appointment and any other details pertaining to your assignment, such as the name of the individual requesting the interpreter and who the interpreter should report to upon arrival. When making your request, please be as detailed as possible so that we can match you with the most qualified interpreter.

How much notice do I need to give to schedule an onsite interpreter?

We will always strive to fill your interpretation needs, even for immediate and same day requests. However, to increase the likelihood that your interpretation needs are fully met, we ask that you provide us with as much notice as possible.  Please provide us with at least one weeks’ notice for foreign language requests and two weeks’ notice for ASL requests.

What if I need an onsite interpreter right away?

If you need an interpreter for an emergency, we will make every attempt to find someone that is available for your assignment. If you cannot wait, our  Over the Phone interpretation service is available on demand. We can connect you to a highly qualified telephone interpreter in hundreds of languages in just seconds.

What if an interpreter is not available within a reasonable travel distance?

Our linguists are continuously being evaluated and supplemented to ensure interpreters are available to accept assignments in the areas where our clients need the service delivered. If an interpreter cannot be located, we will give you an alternate date or time when one is available, or we will coordinate with the interpreter the travel arrangements necessary to get him her to your site.

Are your interpreters trained in industry terminology?

Will we receive a confirmation that an interpreter has been assigned?

We can confirm your interpreter via a phone, or e-mail, as per your request. You can also check the status of your interpreter at any time by logging in to our online scheduling platform.

How do you guarantee confidentiality?

Our linguists are held to a strict Code of Ethics and recognized professional standards, which include strict compliance with the confidentiality of client information.

May I request a specific interpreter?

If you have a particular interpreter you would like matched to your account, please include his/her name on your request form. We will always attempt to match that interpreter to your assignment first. If that interpreter is not available, another resource can be found.

What is the difference between simultaneous and consecutive interpreting?

Consecutive interpreters will only interpret after you have completed a thought. The information is then relayed to the non-English speaker by the interpreter. This type of interpreting is common for events such as depositions and medical appointments. Simultaneous interpreters, on the other hand, continuously interpret while you are speaking. This mode of interpreting is standard for conferences and court rooms.

How many interpreters will I need for my assignment?

The number of interpreters required to fulfill your request depends on a variety of factors, including the number of non-English speakers and the level of interaction. For conferences, simultaneous assignments, ASL requests of more than two hours, and ASL assignments that are legal in nature, a team of interpreters is usually required. Legal ASL assignments often require a Certified Deaf Interpreter (CDI) teammate in addition to a hearing interpreter. After receiving your request, we will be able to determine whether or not team interpretation is necessary.

What if I’m uncertain of the language?

Members of LSA’s onsite interpreting department will help you identify the correct language. We can also utilize our Over-the-Phone interpretation department for positive language verification.

Do you provide certified on-site interpreters?

Certification types vary by state. We will make every effort to match your account with an interpreter that is credentialed with your desired certification, or an equally qualified skillset.

What types of assignments do you send interpreters to?

Medical appointments, court cases, depositions, arbitrations, sporting events, insurance statements, wiretaps, social service visits, mental health assessments, criminal line-ups, industrial site tours, foreign delegations, and industry conferences are just some of the many types of requests we have provided onsite interpreters for.

Tips for Working With Telephone Interpreters

Posted on May 19, 2009June 23, 2023 by Daniel Kristie

3 min readListed below are some helpful tips on how to work with telephone interpreters. Following these best practices will ensure you consistently have the best interpretation experience possible.

Speak at a reasonable pace (not too fast) and enunciate clearly.
Speak in short phrases and pause frequently so that the interpreter can convey the information quickly and accurately. If you go on for too long, you will have to wait a while for the interpretation, and you run the risk that the interpreter will forget details and may have to ask you to repeat something.
Address the Limited-English Proficient (LEP) person directly (i.e.,”What is your name” not “Ask him what his name is”).
Speak “plain English” and avoid jargon or “shop talk” that may be specific to your work or industry.
It is common for interpreters to occasionally require clarification of unfamiliar terms. If your interpreter asks you to define a term, try to rephrase it in other words. The interpreter may have to ask the LEP person to clarify terms as well, but will let you know before addressing your customer in the other language.
Your interpreter will let you know if he / she has any problems hearing you or the other party, who may be calling on a cell phone or in a room with background noise.
Remember that interpreted communication typically takes twice as long as communication in the same language; please be patient.

Our goal is to ensure completely accurate and effective communication always occurs between you and your diverse customers. We appreciate your cooperation and encourage you to contact the Client Services department with any questions, concerns or feedback.