RSI PLATFORMS - THE HANDOVER PROCESS WITH INTERPREFY & VOICEBOXER

A Summary of our June 15, 2020 Virtual Coffee-side Chat for Conference Interpreters

OVERVIEW

This article is a Summary of our most recent Virtual Coffee Chat for Interpreters. This session is part of a series to help professional conference interpreters come together in an informal setting to work together to gain the business confidence to move forward in the RSI world and participate in developing a sustainable business model for RSI that will get all of us through the pandemic and beyond.

DEFINITIONS FIRST

If you are new to our coffee chats, RSI stands for Remote Simultaneous Interpretation. In the context of this article, RSI refers to remote simultaneous interpreting provided for a client using a platform or other interface, known as an “ICT” (Information and Communications Technology), where the parties involved (interpreters, meeting hosts, speakers, discussants and/or listeners) are in separate locations.

APPROPRIATE USE

As always, we at DS-Interpretation, Inc. firmly believe that RSI is a tool that creates access to interpretation services. It is not necessarily a replacement for conventional simultaneous interpreting methods. Like all tools, it should be used appropriately. Right now, RSI is the only option in many locations for parties to engage using interpretation while social distancing initiatives are in place.

We believe RSI should be employed as a best-fit solution for the circumstances, weighing all factors involved in the decision process. In some cases, as social distancing restrictions relax, RSI will remain the only or the best option, in other cases, RSI with the hub approach, preferably with the hub located where presenters are located, or a hybrid solution, will make the most sense. We fully expect these platforms to play a significant role in the future, regardless of the approach. Our Company approach is to employ the best-fit /highest-standard solution possible, to ensure the most professional results. 

PLATFORMS

In response to overwhelming demand, this Coffee Chat will focus on RSI platforms. But rather than doing an overview of the key players, we have decided to take a deeper look at what many view as the most critical feature of RSI platforms - the handover process – and go into detail with with two platforms that our company has partnerships with: VoiceBoxer and Interprefy.

Our partnerships predate the pandemic and as most of you who know us well, know - we are a ‘hard sell’ when it comes to RSI technology. With more than 25 years in the remote interpreting field and one of the earliest RSI patents, any technology partners have to meet our strict standards. We partnered with these two companies because of their demonstrated commitment to recognizing the interpreter experience as critical to their success and working to address standards and improvements for interpreters - and thus for the overall client experience.

INTERPREFY

Oddmund Braaten, COO and Sonia Mihajlov, Head of Training

Interprefy is a 5 years old Company and has conducted thousands of trainings for interpreters as well as thousands of events. The main difference between Interprefy training and other platform providers is that Interprefy has a formal training program that is one-to-one. It is not a webinar, and it focuses on a hands-on training approach to ensure that interpreters are completely comfortable. Interpreters also must meet a technical requirements checklist, such as having an ethernet connection and using particular headsets or headphones and microphones that have been tested successfully with the platform. This approach ensures the success of the interpreters and thus of the event. Group trainings are being discussed and larger group mock events for training purposes are possible to arrange upon request.

The soft-console screen for interpreters is designed to be simple and clutter-free, but to provide all the needed features to act as a replacement for the normal hardware console in the booth. It has volume control, mute, microphone on/off, etc. It is easy to get help if you need it and to communicate with other interpreters.

To initiate the Handover, it is similar to a Pilot and Co-Pilot situation: the active interpreter must initiate the handover, and the inactive interpreter must accept the handover. You can do a handover immediately or you can schedule it for later, which initiates a timekeeping feature that many interpreters find handy. There is a countdown widget that appears after the request has been accepted that both interpreters see. In addition interpreters' microphones can both be on at the same time. The idea is to make it as simple as possible in a virtual environment where you cannot see each other.

Interpreters always have direct contact with a remote technician via private chat at all times during an event. Interprefy has a very high ratio of remote technicians to interpreters to ensure quality service. There is no over-ride possible by the inactive interpreter, but a technician can intervene in an emergency. The Handover process is immediate - the time lag is quite minimal to allow continuity of interpreting. In addition to ensuring interpreters are set up for success, Interprefy provides a technical requirements checklist to clients and additional guidelines so that the outcome is a successful event.

QUESTIONS FOR INTERPREFY

Can passive interpreters initiate the Handover? No - only the active interpreter can initiate - think of Pilot and Co-Pilot. But you can chat and coordinate, of course.

Is there an override function? No, but in a technical emergency the technicians will override.

Does Interprefy have group training? No, right now it is only 1:1, but group event simulation sessions can be organized by LSCs and Associations/organizations. Interprefy is also working on adding small group training options.

Does Interprefy CERTIFY interpreters? I heard certification was only valid for 6 months. Interprefy does not"Certify" but has a database of "approved" interpreters who have successfully completed the training. It means you are able to competently use the platform and have completed the hands-on training. Interpreters who regularly use the platform do not need to be re-approved. However, if you have not used it in a 6 month period, it may be necessary to do the training again to be ready to work.

What if you can't get "approved" due to backlog? Are there client demos so we can recommend it to our clients? Client demos are provided by both companies. It is possible for uncertified interpreters can work with a client or LSC under a disclaimer. DS-Interpretation, Inc. offers interpreters opportunities to practice on the platform with their colleagues for both approved and non-approved interpreters. However, keep in mind that this is not a substitute for training or approval.

How long does training take and I head there was a charge for it? Training takes about an hour and we do charge a nominal fee for it (80 EUR/90 USD). Interpreters have given excellent feedback about the training process and feel confident, empowered and ready to work comfortably in a virtual environment.

VOICEBOXER

Razvan Toma, Global Account Manger at Voiceboxer

VoiceBoxer is a 6 year old company and is the oldest of the leading RSI platform companies. It distinguishes itself from other platforms by using only a single audio and video source at one time, from the active presenter (the person who is speaking on the "Floor" channel). This is quite deliberate and ensures the very best quality audio experience for the interpreter. 

Razvan shared his screen to show how it looks, what the features are and where they are located on the "virtual booth" for the interpreters. Click here to see a slide of the virtual booth. The interface is clean and user-friendly. The Company has had great feedback from interpreters on the soft-console's ease of use. Features include microphone on/off, volume control, microphone level indicator, a slowdown request, microphone mute, source and target language selectors, technical help and of course chat with your co-interpreters.

The Handover process is initiated by the active interpreter, by clicking on their booth partners's name which is located in the “Booth Controls”. This triggers a red notification to the stand-by interpreter and a red banner indicates that a switch request was initiated. After the booth partner accepts the switch request, the active interpreter must press "Switch Now" to finalize the handover process, which will allow the 2nd interpreter to take over. This is confirmed by a red banner with "Switched" and it automatically mutes the initial interpreter.

A remote technician is always available for the interpreters, a sound check and technical check is done prior to any meeting to ensure everything is working well. The training for interpreters is done when there is an actual event in the pipeline, and is quick and efficient, taking about 30 minutes -- the platform has been designed to be intuitive for interpreters so that extensive training or certification is not required.

Some additional things that distinguish VoiceBoxer from other platform providers is that it has always functioned as a fully remote service, and has, in particular, provided access to language services in developing countries through completely remote webinars and virtual meetings since its inception. Many of the other platforms started with a hybrid approach where events were still onsite but interpreters were remote, or even the interpreters were on-site. So the Handover process has had 6 years of use in the field by interpreters, with continual improvements.

Questions for VOICEBOXER

How do you get trained for VoiceBoxer? VoiceBoxer does not have a formal training program, as it is not in the business of training, so to speak. It was designed to be as intuitive for interpreters as possible and was developed from the interpreter's perspective. Any training is therefore done once there is a scheduled event in the pipeline and it is done up to a week ahead of time or just prior to the event. It is fast and efficient and takes about 30 minutes.

Where are servers located and is it possible to limit or choose the servers for security reasons? The servers are located all over the world and are utilized based on where participants are. Yes, it is possible to restrict use to certain servers for security reasons.

Bass & treble controls would be nice, can you add them? These are considered to be a hardware or end-user function -- not the platform company's role, due to the variables involved processing the sound on the user's end in the virtual environment. We have had some positive feedback from interpreters on software solutions including a google chrome extension called "AUDIO CHANNEL".

I heard there isn't a mute button on Voiceboxer. Can you explain? The interpreters have a mute button, but because there is only a single audio/video stream for presenters, providing mute buttons for other participants isn't necessary. There is a 'pause' button, however.

Can the Interpreter control the slides? No, only the presenter (or moderator) can control the slides as a best practice.

Is there a particular checklist or set of requirements for interpreters before they start working (such as a particular headset or minimum internet speed, ethernet, etc.)? Is there a similar list for clients? These technical requirements should contain everything that the interpreters and clients will need to get started.

PANEL

1)  Jan Rausch, conference interpreter from the UK: VoiceBoxer:

VoiceBoxer is nice and straightforward. The interface easy to navigate, simple design, easy on the eye, very good reactivity. The Chat function works well, so does handover, listening to partner and speaker at same time possible and volume can be adjusted individually as it should be.

The following are areas that could be improved:

-You cannot choose a default relay channel and have to scroll down a dropdown menu. Interpreters would like to be able to select their own default relay without any additional navigation

-After a break, you must re-initiate the Handover process and who is actively interpreting. There is no microphone on/off button like there is on other platforms and this would be nice, as would a partner over-ride function.

-There is no bass and treble and this would be nice. [Note, it was discussed that this should be a hardware function or handled by add-on software on the user end]

-The sound check prior to a meeting that VoiceBoxer does with interpreters is great, but it would be good to also be able to have interpreters part of a general sound check for everyone, particularly key speakers or presenters.

2)  Ricarda Gras, conference interpreter from the Netherlands, and member of Congrestolken in Amsterdam - a cooperative of AIIC members in the Netherlands for over 40 years: Interprefy

The AIIC Netherlands region has organized RSI trainings since 2017, so I've tested Interprefy and Voiceboxer a couple of times and will talk about her hands-on experience with Interprefy in particular, from a couple of patent cases. The handover is a specific action that requires some attention and forces you to be patient. That required patience can be turned into an advantage that benefits your performance.

I prefer the immediate Handover mode (as opposed to the Handover Later), as explained by Sonia of Interprefy: You listen in to get the gist of things; you wait; you prepare what you need to say - here's when one of those phrases to bridge a gap comes in handy; you wait; your booth partner takes her time to finish her sentence or idea and turns off her microphone; now you're on and you start talking. This is a calm handover that takes only a couple of seconds - but it will seem like forever in the beginning in the virtual environment. It works especially well if you practice with your booth partner during the sound test before the meeting and take shorter turns so you have some concentration left to maneuver. In emergency cases, stay calm and carry on. The technicians are there to help you. Your booth partner needs to understand you're having some kind of difficulty. Here is where the chat function comes in. The chat function is part of handover: type in the time of handover for each other, so you have a reference, then type in any explanation you think your booth partner may need for your actions. The technicians keep an eye on the chat, too. They see if one of the interpreters has not responded and can give the chat a little boost: It flashes pink and a little beep sounds - very helpful to draw your attention back to what your booth partner wanted to tell you and to respond accordingly. 

In short, patience and practice are your best friends during handover in a virtual setting. It is a new way of working, but it is not difficult once it becomes a familiar habit.

3)  Katty Kauffman, a conference Interpreter from Washington DC: Interprefy and VoiceBoxer

1) I love that both platforms allow you to hear your partner and the floor at the same time. This is a core function and, regrettably, is not available on all of the Big 4 platforms.

2) For Interprefy: my "known issues" are: the beep that goes along with the handover process can be very distracting. I would like a way to be able to deactivate it if that is the interpreter's preference. Also during the handover, the system notices cover a large portion of the screen, blocking the interpreter's view of the speaker/slides. It would be good to be able to drag and drop them so that the individual interpreter is in control. The same goes for the chat box. I also noted that, in full screen mode, the "countdown" feature is not visible on PC computers. Interprefy has apparently resolved this, as the last time I logged in I WAS able to see the countdown clock on my task bar.

3) For Voiceboxer: I have three items noted: first, the size of the handover alerts... They can be very hard to see unless you click on the interpreter icon. When you do so, you get the information you need BUT it covers part of the view of the speaker. Second, the system only allows two interpreters to be assigned per booth. Lastly, the moderator/speaker does not have a mute button. Because of the way the system is designed with only one speaker at a time "live". I understand the logic, but at the same time, if the speaker needs to cough /sneeze there is no way to do it discreetly. They will cough/sneeze into the interpreter's ear (and their audience's of course). [Note that there is a pause button.]

In sum, Interprefy's handover notifications are too large and Voiceboxers are too small! [Katty provided slides and videos to demonstrate the issues above]

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ADDITIONAL QUESTIONS

 To VoiceBoxer: To be able to choose one's own relay language may be an ISO standard in the future. Will you be able to add that? We will do our utmost to follow the ISO standards that are being developed now and are committed to being as compliant as possible.

How long is the lag time of the handover in Interprefy? Katty Kauffman was able to demonstrate this using a video she recorded and shared - and showed that it is extremely quick.

How can you opt out of the Interprefy Roster? Contact the individual who put you on the roster to explain your situation. Interprefy does need to keep a list of interpreters who have been approved.

It is counterintuitive not to have the passive interpreter (inactive) initiate the handover process. The passive interpreter initiating works less well in an online/virtual world which is why the pilot/co-pilot analogy is used. It is easy to communicate via chat, however, so this can be used to alert a partner that you wish to take over and have them initiate the handover.

Who are key partners of VoiceBoxer and Interprefy? DS-Interpretation, Inc. Is a partner of both platform companies, of course. Contact the platform companies for additional information.

Katty, your slides and videos have been so helpful! Do you have a YouTube channel? YES: Here is the link.

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Our next Coffee Chat will be held on June 29. Please join us for another session where we bring Conference Interpreters together so that we can connect and learn from each other.

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Questions? Additional Information? Would you like to sign up for email notifications about our Coffee Chats? Would you like to be added to our roster of RSI professional Conference Interpreters? Please contact DS-Interpretation, Inc. or email us at info@ds-interpretation.com