Sometimes interpreters hurt themselves in social media.

July 22, 2015 § 9 Comments

Dear Colleagues:

It is impossible to do business in our competitive environment without social media.  We all know the tremendous advantages interpreters have when they complement their service and advertisement with technology, and more specifically, with social media outlets such as Facebook, Twitter, Google+, Instagram, LinkedIn, and others.

Many colleagues have websites, write blogs, communicate on Skype, WhatsApp and FaceTime; a good number of them gain access to list-serves, chat groups, and Facebook professional groups every day.  Most of us do it for the same reasons: To keep up with changes and developments in our profession, advertise our services, clarify a concept, term, or policy, and to develop our network. These are all valid and legitimate reasons to go on line on a daily basis. Unfortunately, in my opinion and that of many others, some interpreters, without even realizing it, are hurting themselves by doing what they are doing.  Let me explain:

The Facebook profile and cover photos.  Some colleagues use their personal Facebook page for their professional business. It has never been a good idea to mix both parts of a person’s life. It diminishes the credibility and reputation of the interpreter by: (1) giving access to potential and established clients to the interpreter’s personal life. This makes the interpreter look careless and provides personal information that a client rarely needs to know: It is difficult to think of a situation where a client benefits from knowing that the interpreter broke up with her significant other, or by being aware of the weekend party where the interpreter drank himself into oblivion. (2) The interpreter looks careless and uninterested in the profession. The client’s first impression is that the interpreter does not care enough about his work to have a dedicated professional Facebook page, or that he is such a bad interpreter that has never even considered the option.

I cannot think of a worse idea than using a sports team logo, a pet’s picture, or a picture of the interpreter with his significant other, or his children as a profile or cover photos for a professional Facebook page.  It projects lack of professionalism to the business. It sends a message that the interpreter is not very well organized, that he constantly mixes personal and professional affairs. Those pictures of your favorite team, beloved dog, or cute children have to go. You can have them in your personal page, provided that you separate it from your business activities. Chat groups, Facebook professional groups should be accessed from your professional page, the one without your team logo, cat or kid.

The advertiser without a website.  If you are going to do business as a professional interpreter, get a website! It is a fundamental element of your image as a professional. Go ahead and spend the money, hire a web designer and a web master. Your image will skyrocket after you go on line, and please… do not chose a “do-it-yourself” website. They look crappy and all those banners show disrespect for your client.

Once you have a professional website, you can go to professional groups and websites to advertise your services. It looks very careless and rests you credibility to advertise a workshop or a personal appearance by simply posting on the chatroom. The correct way to do it is to advertise in the professional group’s wall with a nice add with photos if you wish, but always linking the add to your website where all pertinent information will be available for those interested. By the way, please make sure that your email address for information (and in general for dealing with a client) is a professional address with your professional identity and your domain as part of it. Generic Yahoo, Gmail, and AOL email addresses look dated and unprofessional. Obviously, email addresses that made you laugh when you were in college should have never made it to your professional image. Lose the “partyanimal” “sexmachine” “shoptillyoudrop” email addresses immediately!

The assignment recruiter.  There are few things in life more annoying than a person trying to cover an assignment for her agency or organization by going into a professional discussion group and asking for availability. First of all, the people who register as members of a group of this kind, do it for professional and academic reasons; maybe even for some social purposes as well. These groups were never intended to be a substitute of other dedicated websites where people offer services and recruit individuals.

This practice also reflects very poorly on the person actively doing the recruiting. It projects an image of a somewhat lazy person who does not try the proper channels to cover an assignment, but simply takes the shortcut and dumps the question in the middle of the chat room annoying others, and also proving that the agency or organization she or he represents does not care for quality, all they want to do (as many of their pairs do) is to get “anybody” to send him to the client.  If you don’t want to savage your professional reputation, please stay away from the: “any French interpreter available tomorrow” so unprofessional postings.

The “what does it mean/how do you say” crowd.  All the above practices hurt your professional practice, but the one that inflicts the worst damage, and many times the least noticed by the person doing it, is the ever-growing habit of going online to any and all professional groups to ask basic questions about terminology, vocabulary, and interpreting.  I fully support those who enter the chat groups to ask about a questionable prospective client or about policy and business practices. I believe that this is one of the reasons we have these groups for; the ones that really do not belong, are the questions by many asking for the meaning of a word or term. In my opinion it shows laziness and ignorance.  It is very different to go on line and ask a group for their opinion on the interpretation or context of a term after the person asking the question explains the research process he or she followed, its results, and conclusions.  This is a very enriching exercise that we all can learn from. However, to have a person going to the group and ask: “How do you say such and such in Mexico, or in Peru” is demeaning of the group. That person is not only showing that he did not bother to study and research, he is also showing his professional level, especially when the questions about words are so basic that anybody with true command of the language should know. It also shows the lack of general knowledge that a person has. I have to tell you that these questions are extremely annoying, but they have helped me to compile a list of those who I will never contact for an assignment because of their total lack of knowledge, and more importantly, their absolute disregard for research and study.

Dear colleagues, social media is an invaluable tool for an interpreter when properly used, but it can also be the dagger of your professional seppuku when abused and misused in the fashion described above. I truly encourage you all to get rid of these practices that do nothing but hurt you personally, and damage the profession.  I am aware of the fact that to some of you these examples can look as an exaggeration and nonsense on my part. I assure you that many potential clients think like I do and they are watching everything you post on line. I now invite you to share other practices that go on in social media, and in your opinion, they hurt the interpreter professionally.

Technology, modernity, and globalization are great for interpreters, it’s just that…

April 19, 2015 § 10 Comments

Dear colleagues:

We are very fortunate to live at a time when there are so many developments that make our lives more comfortable; this includes our profession. Most interpreters realize that there are many positive changes: From the way we now research our assignments, to the social media we use to get more clients, to the places where we work, to the things we now take to the booth. All improvements to the way we used to work just a few years ago.

Nobody wants to go back to the days when you had to go to the library to research and study for an assignment, we now google the subject matter, the speaker, and the venue where we are going to render our services, and we do it from our office, our home, an airplane, and even the beach. Our research library went from the nearby branch of the local library system to all of the Ivy League libraries combined. We now keep up with all developments in the profession, and with current affairs in general, by using the web, and particularly social media. We find out about conferences, online courses, webinars, and business trends with Twitter, Facebook, Google+, Instagram, LinkedIn, and many others that we also use for getting new clients and keeping the good ones we already have.

Many interpreters who did not have access to important assignments in the past, because of the place where they live, can now interpret remotely using a virtual booth without having to go to the big city or travel half way across the world. This has helped them become better interpreters and broaden their perception of the profession.

I don’t think anyone wants to go back to the days when we used to drag heavy suitcases full of dictionaries, glossaries, and textbooks to the booth. Now, if we have an I-Pad or a tablet in the booth, we have all the libraries in the world, everything the speaker ever said or wrote on a particular topic, and all the information on the subject matter of the presentation updated to the very last minute. Nobody wants to give this up.

You see my friends, interpreters want technology, and they want globalization, but we need to be very careful. I think that sometimes people get confused and mix two separate concepts: (1) Technology and those who create, develop, and improve it, and (2) The big language service providers who are in a race to get all possible benefits out of these developments and are ready to leave nothing behind for the human asset in this equation: the interpreter.

The creators, call them researchers, developers, scientists, or engineers who are constantly giving us new tools to make our lives and careers easier and more comfortable are not the enemy. They spend most of their time trying to find ways to deliver a quality product (or service) to those who are and could be our clients.  They are the ones who brought us all of the positive changes I mentioned above, and many more. This is a crowd we want to be with, we need to.

We must engage these entrepreneurs because they know the science and the engineering, not because they are acquainted with the interpreting profession. We are the experts in this field, the ones they need to hear from, the ones they must listen to, the ones who will tell them what is needed and how. We cannot afford to ignore them, attack them, or dismiss them; we have to sit down and talk to them.

We also have to come to terms with globalization, and I believe that most interpreters have done so. Everybody understands that globalization is here to stay, we cannot (and should not) wish it away. We know that globalization broadens the pool of interpreters that can have access to an assignment, it opens all world markets to the profession. This translates into more opportunities for the good quality interpreter to have more and better work, and it gives the client the possibility to get the most knowledgeable interpreters in a particular field or subject matter, regardless of where they might be physically located.  Obviously, a clear effect of globalization is the ever increasing need to communicate with others who will often speak a different language, thus emphasizing the need for interpreters and translators. The verdict is in: Globalization is great for interpreters because it gives the client access to more and better professionals, and it allows us to get more complex, interesting, and profitable assignments. My friends, we face no threat from new technology or from globalization. Let’s not buy into this argument. We need to stop wasting our time fighting against windmills.  We must concentrate our efforts somewhere else:

We already know what many interpreting agencies are doing under the banner of globalization and technology: They want us to spend our energy fighting against them, they want us to look obsolete and reluctant to change, that is the image they are selling to their clients.  Why would they do that? Because it helps them. By silencing the interpreters’ voice, they get the clients’ undivided attention, and once they have the client in their pocket, they can convince them to do as they recommend. Their goals are different from ours. There is nothing wrong with that, as they owe their loyalty to their shareholders, and we cannot lose sight of it.  The large (sometimes publicly traded) language service agencies’ goal is to generate a big profit by minimizing their expenses as much as possible. They will spend huge amounts of money acquiring this new technology in order to lower their cost of operation. Once the new system is in place, technology will allow them to control the market and offer interpreters a very sad choice: “take very little money for your services, or get out of the way”.  They are banking on their clients’ trust (remember, they have their undivided attention) and they rely on new technology that will let them work with mediocre interpreters as these new technologies will do much of the work that interpreters used to do.  The result will be a very low quality service, but because of this strategy, the clients will never know, or at least it will take them a while to discover the poor choices they made.   Now, the agencies I usually work for do not fall into this category. In this article I am not talking about some big companies who work big conferences and events; I am not including some small agencies who do a great job and pay interpreters very well either. They all understand the importance and value of a quality interpretation.  Here I am referring to those enormous agencies that control a big chunk of the market, and hire thousands of interpreters for laughable rock-bottom fees every day. These are the agencies many of you reading this post work with on a regular basis.

I also want to make it clear that I am not calling them evil. They do what they are supposed to do, and do it very well. The important point for us, as interpreters, is to understand that we do have opposing interests in the profession, and with this realization, we must deal with them not as criminals or monsters, but as antagonistic forces in our professional market, who, in my opinion, bring in less value than the interpreter, as the profession can exist without them, but it cannot without us.

This is what major multinational language agencies are doing at this time. We should not take the bait. Instead of arguing against globalization and technology, we must change the debate and take it to the human talent: The interpreter.

You see, we need to have a two-front approach:

(1) We have to talk directly to those developing the technology, and we need to do it now before the agencies take ownership of the whole issue. The scientists and engineers will talk to us: We are the equipment users. We have to create forums where we can discuss interpreting technology with those developing it; we have to talk costs, service, preferred platforms, software, and many other things. We need to do it as soon as possible, and we need to do it in an environment free of the interests of the major language agencies. In other words, this will never happen if we believe that results can be achieved within an environment controlled by these language service providers. We cannot bring these issues to the table and speak directly to the scientists and engineers in events sponsored by the agencies. There cannot be real progress in a discussion panel where the moderator is the CEO of one of these huge agencies who clearly, and logically, have goals that are different from ours.  Does this mean that we will not sit down and talk to the agencies? Absolutely not. It is just that before we do that, we have to be in a better position to be able to negotiate from strength. The last thing we need right now is to hear fantastic stories from some of these agencies trying to convince interpreters that the technology they now use is great for us because “instead of having to drive downtown to do your work, and instead of having to sit down and wait for a couple of hours before interpreting, you can now devote forty five minutes to the interpreting task from your own home, and then do something else with the rest of your life like mowing the lawn or playing with your kids”.  Of course, this means that instead of paying the interpreter for a full day of work, their intention is to pay for forty five minutes of work. On top of being insulting to the professional interpreter, nobody can make a living that way. They are offering a salary lower than a fast food restaurant and they are doing it with a big smile on their face.

(2) We need to educate the client by speaking directly to them.  Most clients rely on the agency’s knowledge and expertise as far as selecting the interpreters for an assignment. They never really stop to think what it is needed to properly interpret, and the agencies do not want them to spend much time doing that, as it would provoke uncomfortable questions about the quality, training, education, and experience of so many of the interpreters they presently offer to their clients, as these agencies make their decision to hire based on one issue alone: Who is willing to work for less money.

The client needs to know that a good interpreter has years of education and experience, and only after that, interpreters can deliver an impeccable, accurate, clear, and pleasant rendition; they need to be made aware of the fact that real professional interpreters do a comprehensive research of the subject matter, and do not take assignments two hours before the job when the agency representative calls them desperate because they cannot get anybody to cover the event. The client needs to hear how a really good interpreter goes beyond the rendition, works on problem prevention and solving during the event. Once the client understands that a good interpreter sells peace of mind, and especially after they realize that working with the interpreter directly, instead of through an agency, will be more cost-effective, as agencies pay rock bottom fees to the interpreter, while at the same time they charge their clients handsomely, they will become more knowledgeable and will demand good interpreters from the agencies. This is where you, my dear colleagues, need to hold your ground and demand top professional fees from these agencies. I suggest that as part of this education you target the legal department and insurance office of the client, and share with them some of the tragic results of hiring poor quality interpreters. We all know about these unfortunate incidents. I am convinced that these individuals will advise their clients to retain quality interpreters, as they will understand that good professionals are like an insurance policy: More expensive in the short run, but money savers at the end of the day.

Do not be shy about explaining to the client how it does not make sense to spend a lot of money hiring an expensive speaker for a keynote address, a top-notch caterer, and a beautiful venue, if at the end of the day the people who paid to listen to the speaker will not get much out of the presentation because they could not understand the foreign language speaking presenter due to poor quality interpreting.  Your job is to convince them that an expensive interpreter is not an expense, it is an investment.

Never forget that as the human talent in this operation, interpreters are indispensable to deliver the service, just like you cannot benefit from an MRI without a physician’s reading of the results, you cannot have quality interpreting without good interpreters. We can join forces with the technology provider and do a magnificent job. Agencies cannot do the same without good interpreters, unless we let them change the subject so that their client does not see the importance of our service. At this point we will have many options: we will be able to decide if we want to work with large agencies, smaller ones, directly with the client, and even as a professional group, association, or cooperative where we may be able to acquire the needed technology and offer our services bypassing the low-paying agencies.

At this time we will be ready to sit down and negotiate as equals with these gigantic agencies. They are doing a good job at what they are supposed to do; now it is our time to do the same.  Please share your thoughts on this extremely important issue, and when doing so, please abstain from mentioning all the things that agencies can do that we cannot, because we know the things they do, and we understand that although difficult, we could ultimately do them all.  I invite you to contribute to this discussion without defending the agencies. We all know there are already plenty of forums where they can defend themselves.

Who are those “top-level” interpreters many agencies refer to?

March 26, 2015 § 16 Comments

Dear colleagues:

I am sure that what I am about to describe has happened to many of you: You get an email from an agency either telling you that they are new to your market and they are looking for “top-level” interpreters in your area, or they address you directly by email to let you know that they have an upcoming project and they would like to have you on board for the event. Both emails end by asking for your resume, fee schedule, and sometimes even references.  I have basically received this email, or similar ones, innumerable times during my career.  I do not know what you do when you get such a request, but I usually respond to the communication by email. I attach the most recent version of my resume, a boilerplate letter that details my fee schedule, accepted payment options, cancellation fees, and travel expenses requirements; and when the agency asks for references, I just state, in the body of the email, that I will only ask my clients for references when the assignment offer is firm, and in the meantime I suggest they google me under: “Tony Rosado Interpreter” and they will find many pages that talk about me, including professional achievements, publications, interviews, and testimonials. I have found that in most cases, this strategy works. It is common for prospective clients to waive the references requirement after they have googled my name.  To me, this is standard practice because I do not like to bother my regular clients unless it is absolutely necessary, and I value my time too much to be happy about spending time collecting reference letters for agencies who have not even extended a solid offer.

Now, what happens after I send the information can be classified in three categories: The exceptionally rare, the exceptionally common, and the deafening silence.

Every once in a while the agency contacts me after I emailed all the information and offers me the job.  This is not a common occurrence and sometimes I have to work a little harder to get the fee I command. Things like an explanation of the work I do, sharing my professional experience, and bringing up potential problems that the client had not thought about, will get me the fee requested on my fee schedule.  Usually, these agencies turn into regular clients after the first assignment as they are serious about customer service and quality interpreting. Of course, most of our work comes from agencies that already know us, or from those who were referred to us by another client or colleague, but we should never discard unknown agencies who reach us by email, unless the communication sounds like a scam, a pipe dream, or we hear about their bad reputation.

The overwhelming majority of these agencies contact me back to thank me for my quick response, and to tell me that my fee schedule is way above their means. Some of them end the communication after this revelation, and some others let me know that they will keep my information, and when they get an interpreter request for an event that “…requires of someone with my experience and credentials… (they)… will contact me”. That is usually the last I hear from the agency.

The rest of the agencies never get back to me. They simple apply the “silent treatment”.  I imagine that their reasons for totally ignoring me have to do with my fee, payment policy, or my travel requirements, but I will never know for sure.

Now, if you are like me, before answering the original email, you do a little research on the agency. I run a search on the web, and when they have a website (it is a bad start when they do not even have one, or the one they have is one of those free websites full of commercial advertisement) I read it very carefully. Although the wording changes from one website to another, all of them promise top-notch, professional and experienced interpreters. This is what gets me thinking. When the agency does not answer back after I send them my resume and fee schedule, or when they respond to let me know I am too expensive for them, I cannot help it but wonder who are they hiring for these assignments?  I know many interpreters and I believe that, at least by name, I am aware of practically all of the top-level interpreters in my language combination. Certainly, I know every name in my region; I have to: this is my market and I am trying to provide a professional service.  Sometimes I ask around, sometimes the information comes to me without doing a thing, you all know how it is in this profession: information gets around.

For this reason, it puzzles me how these agencies can claim that they provide top-notch, experienced interpreters when, as interpreters, you know all those who would fit the description, and many times even the ones one tier below, and none of them was retained to provide the service. Are these agencies being honest with their customers when they promise the best of the best? I do not know for sure, and I am not accusing anybody. I just wonder who these “top-level, experienced” interpreters are, and where are they finding them. I would love to meet them, get to know them, and ask them how they can make a comfortable living when they provide their services for such lower fees. I just do not understand; even if I were to assume that they are all brand new interpreters just out of school and therefore (although erroneously, as I have discussed it many times before) willing to work for a lower fee, how would they meet the “experienced” part of the offer?

I am extremely confused, but maybe you are not, and for that reason I invite you to tell me who are these top-level, experienced interpreters these agencies are offering to their customers. In the meantime, I will share this post with clients and prospective clients to see if they can help me solve the mystery, and in the process, I will inform them that the “top-level, experienced” interpreters I know are not been retained by these agencies.

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