When the client does not understand the complexity of what you need to do.

May 29, 2015 § 4 Comments

Dear colleagues:

The title above would probably apply to most of what you are dealing with at this precise moment. It usually applies to much of what we do as interpreters, but sometimes it really goes overboard. I was recently part of a big project that involved the transcription, translation, and review of hundreds of hours of recordings needed for a trial in the United States. In the past I did a respectable amount of work in this field, although I must confess that I have never been a fan of transcription and translation. To me, it is too passive and it requires of more patience than I can possibly have.

My idea of having a good time does not include sitting down for endless hours listening to poor quality soundtracks, endlessly rewinding some recordings, and trying to understand mumblings.  I don’t do it often because it is not my cup of tea, but I fully understand how difficult it is to produce a professional transcription and translation that can be used and defended in court.  I know how hard it is to work as a transcriber/translator, I am aware of the little money that many of them make, and I have seen how underappreciated they are.

As professional interpreters, sometimes we have to bite the bullet and do some work that is not our favorite. A good client, an interesting project, and especially a high paying assignment will put us in a situation where we cannot say no. This is what happened to me when I was asked to be a part of a very qualified team that tackled this huge transcription/translation project.  In my everyday practice I am constantly asked to do transcriptions, and I usually refer them to an elite group of colleagues who do an excellent job, charge what professionals should charge for their services, and make me look good in the eyes of my client who requested the service. It was precisely because of the colleagues that were part of the assignment that I decided to join the team for the assignment in question. I have to tell you that the transcriber/translator team for this job may have been the “dream team”, but the client was definitely not.

The first thing that became evident was that the client had no idea of what a transcription/translation was.  A real transcriber must have the skills of an interpreter and a translator. He needs to “listen” to an oral statement, write it down, and translate that written text into the target language.  A transcriber has to make a written record that accurately includes word by word what was said in the source language, and then, he must apply all of the target language grammar rules just as a professional translator does. This process requires time, a very long time.

The concept of one hour of work for one minute of recording was foreign to this client, and I think that at the beginning they did not believe us.  The assignment was on a tight schedule because of some court deadlines that had to be met, so we were asked to produce the transcriptions/translations in three weeks! Of course this was impossible, so the agreement was to provide part of the work by said date.

It was going to be difficult, but the transcription team was very good, so we decided that this was achievable. Unfortunately, two of the three weeks went by as the transcribers had to wrestle their client to the ground in order to get the correct materials needed to start the transcriptions. Some files were missing, others were misplaced, the recordings were in very different formats, and so were the transcriptions by the investigative agency. Audio and video files had a different name and number from their corresponding written files. Some files were compressed and no password was provided to the transcribers, others were missing, and a single disc would contain audio and text files in very different formats that required different software as well. We requested a meeting with the client but the request was denied. At that point I thought about jumping ship, buy my professionalism and loyalty to my colleagues made me stay.

The entire process was like this. I don’t want to bore you with details about expected problems such as poor sound, unintelligible words, and impossible slang, that all comes with the territory, and many transcribers/translators do this type of work because they like to solve problems.

Many of the obstacles we faced during the assignment were unnecessary, they had little to do with the complexities of transcribing wiretaps and phone calls; they all came from a lack of understanding and an unwillingness to learn about these aspects of a judicial process that are frequently present in those cases involving non-English speakers.  At the end, we as team managed to get a meeting with a different person who was high in the client’s organizational chart. This individual listened to our concerns and understood the complexity of the task.  We received new materials and were granted access to all files and persons we needed.  As a result of this change, and because of an epic effort, our professional transcribers/translators fulfilled their professional duty and contractual obligation and the job got done.

Unfortunately, the “victory” came at an extremely high cost (time and money) because of the ignorance of the client.  It is clear that experiences like this one can be used in the future to help us educate other clients so they can avoid unnecessary expenses and we can produce top-quality transcription/translation work for a truly professional fee. I now ask you to please share with us some of your war stories as a transcriber/translator, especially the ones that had to do with a bad client. Tell us what you did to educate the client, and to simply get them to provide what you needed to do your job.

Is someone profiting from your work as an interpreter without paying you?

April 9, 2013 § 6 Comments

Dear colleagues:

During a recent trip I was having dinner with a friend and colleague when the conversation turned to interpretation in the booth. We talked about the ‘old days’ when the interpreters spent a significant amount of time just talking in the booth because there was nobody to interpret for. I am sure many of you have faced the same situation where you do not see anybody wearing headphones in the audience, you ask over the interpretation equipment if anybody is listening, and you double-check with the technician who tells you that nobody has checked out equipment for that session. For many years that meant that you were going to spend the whole afternoon in the booth without interpreting. It wasn’t so bad. We were getting paid as we sell our time and we showed up ready to work, and we had an opportunity to share glossaries, talk shop, and speak of personal things. This was the reason why many friendships among interpreters developed.

Then, one day as we were going through one of these situations, a representative from the agency or the event organizer showed up at the booth and told us that even though nobody needed our services in the auditorium, they were videotaping and audio recording the conference so we needed to interpret  for the recording. Of course this meant that the ‘socializing in the booth’ was over, but we are professionals so we interpreted. This has been my experience for a few years. There are a considerable number of conferences or presentations where nobody requires of the services of an interpreter and we are interpreting for the CD that later on the organizer will sell to others who did to attend the presentation.  This is big business.

Because I also do voice-overs I immediately thought of what happens on that other job; in many ways it is very similar. Some colleagues who had not worked doing voice-overs or commercials loved the new experience. I continued to provide the service for years… and then it hit me! They were recording my work and selling it to many consumers all over the world. They were making a profit from a product that only existed because I had interpreted the workshop or presentation. Yes, it is true that I got paid for doing my job in the booth during the conference, but so did the organizer who charged to those who attended the conference. This was different. They continued to profit from that workshop or presentation and I did not get any piece of the pie.

When you do a voice-over or dubbing you get paid for your services, and then for a few years you get paid for every time the disc is sold or the video is played. Here we were making zero money! I believe that we as interpreters need to receive royalties (like the ones we get for voice-overs and dubbing) every time the company sells or rents a disc that includes our interpretation. I am now including this provision every time I sign a contract to interpret an event that will be recorded. As always, some clients have reacted favorably, others have not. I would like to hear your opinions, and if possible, please share your experience when you ask for royalties.

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