Tag Archives: quality of transcripts

Context is Key

Context is key

I think one of the main reasons I love proofreading transcripts is that it’s fun ferreting out and changing those odd little mistakes where the sentence someone’s typed makes perfect sense, but in context it’s nonsense. It’s a bit like doing a puzzle really.  Context is so often the key.

It never ceases to amaze me that people providing transcripts sometimes get it so wrong – but I won’t deny that I also make mistakes – that’s why proofreading back through is so important! An example of a mistake I proofread the other day was a colloquialism. Of course not everyone is familiar with all colloquialisms, but I was a bit surprised the transcriber didn’t highlight this one as a query. It went something like this*: ‘I like doing x, but then I like doing y too. X is fun but takes a long time. Y is a bit less fun but it’s quick. It’s swings and roundabouts really.’ The transcriber had put ‘swims and roundabouts’ which at least gave me a chuckle. There’s no excuse for it though – when someone is transcribing this and types ‘swims and roundabouts’ a ‘that’s odd’ flag should automatically start waving in their brain. Then all you have to do is look it up on dear ol’ Google. You immediately get, other than a few references to an Angry Birds theme park that will include ‘a mixture of themed swims and roundabouts…’, a notification saying ‘Did you mean swings and roundabouts?

Then there’s the homonyms of course, or strictly speaking homophones – where words sound identical but are actually spelt differently. The obvious suspects are things like ‘they’re’ and ‘their’, or ‘aloud’ and ‘allowed’, but to be honest I wouldn’t employ anyone who couldn’t manage those! It’s the subtle ones that do still crop up though:

  • ‘It was all together a fine kettle of fish’ is wrong. It should be ‘It was altogether a fine kettle of fish’, because ‘all together’ means various things in one place, but altogether means completely.
  • ‘I was going to brooch the subject’ is nonsense because brooch is a piece of jewellery. The word should be ‘broach’ which means to bring up for discussion.
  • ‘The road was tortuous’ or ‘the road was torturous’? Well, either could potentially make sense. The first one means the road was full of twists and turns and the second one means it was full of pain and suffering.

The only way to know what the third example above should be, if the word itself isn’t clear on the tape after a few listens, is to look at the context. If the speaker goes on to say, ‘I thought if the bends got any tighter it would be quite dangerous’ then suggestion one is a winner, but she says, ‘It was a journey I really didn’t want to make. I knew it was going to be painful before I started,’ then we’re looking at option two.

Another essential part of proofreading is research, generally internet-based, to check on people’s names, or locations mentioned in a transcript. Searching out an obscure village in Thailand, for instance, listening again and again to check, ‘Is that really what he said, or is it wishful thinking on my part, because it’s a name I’ve found?’ And then going back and seeing if he says anything else about the village to give me a clue… context again. Perhaps ‘It was near Chiang Mai’. Heck, the one I found is down in the south and Chiang Mai is up north – start again; but what a sense of achievement when you do track them down!

One has to be a little careful not to waste time though. Perhaps in the case above the interviewer knew exactly where the interviewee was talking about and could have filled in the blank in a second or two! So we always try to fill in the blanks, but if something uncertain then we’ll always flag it up for the interviewer to double-check.

Then there’s bits you can’t quite hear – either the person’s mumbling or the recording isn’t great, or the interview is recorded somewhere noisy and a train went past blowing its’ whistle.  I always like to make a stab at those, although I’ll always highlight them as only possibilities, rather than definite. An example cropped up today. Someone was talking about making a contribution to something, ‘but not very much and very tan-xxx-ly.’ I could hear the ‘tan’ and the ‘ly’ quite clearly but the whole word wasn’t quite clear. Context was key again – she’d only played a roll from the side-lines so the missing word was ‘tangentially’.

So if you’re a novice transcriber reading this, do take on board that context is absolutely vital in this kind of work – and if you’re a potential client, please be assured that all work from Penguin Transcription is transcribed by a small team of experienced and knowledgeable transcribers, and then carefully proofread – taking context into account!

* I can’t use real examples as all our work is treated as strictly confidential.

 

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Focus Group recording – top ten tips

If you’re planning to record focus groups and get them transcribed later on, here are some things you may find it useful to consider before starting your recording:

  • Check with the participants before the focus group starts that they do not mind being recorded for later transcription. Do this well in advance as if one person objects you may have to abandon the recording.
  • Conduct explanations about your research and give background information before switching on the recorder, to save on recording time.
  • If you need to have the different speakers identified in the focus group transcription ask each person to introduce him/herself. Just saying their name is not enough. For the transcriber to get a ‘handle’ on the voices, they will need to each say a couple of sentences. Use something linked to your focus group topic. So for example, if your group is about farmers’ experience of vets, ask each farmer to say their name, where they farm and what livestock they keep on the farm.
  • Lay down the ground rules to participants before you start e.g. remind them not to talk over each other as this will cause problems for the transcriptionist.
  • Use an external microphone (or even more than one) on your recorder. Internal mikes are only suitable for dictation (one voice). Ideally, if you have more than four people, use a series of microphones.
  • Record the group in a quiet place. Background noise can drastically reduce the quality of the recording and increase the time taken to transcribe.
  • Make sure you use a recorder that has a facility for transferring files to a PC
  • Use a file format that is compressed, so that it can be transferred over the internet to your transcriptionist
  • Check your recorder is recording before you start the focus group!
  • Do not serve food while recording the group as the noises of eating will obscure participants’ speech.

For more detailed information on focus group recording, or to request a quote, please see our focus group page at Penguin Transcription

Transcription – offshoring, onshoring, in-housing, outsourcing?

Transcription might seem like an obvious thing to outsource and ‘offshore’. After all, ‘it’s only typing isn’t it? It’s not rocket science?’ And yet ‘onshoring’ has been in the news a lot lately, with both positive and negative slants. On the one hand, onshoring could boost the UK economy; on the other hand, the fact that it now ‘costs roughly the same’ to make noodles in China as it does in the UK, according to the recent news story about Symington’s Noodles bringing noodle production back from China to the UK, is an alarming indictment on the state of the UK economy. But it’s not just that companies feel they can now pay even lower wages to UK staff; it is also the rise an rise of wages in China, exchange rate fluctuations and shipping costs too.

So how does transcription fit into this discussion? Well, another recent argument for onshoring has been quality concerns. And this article about IT onshoring suggests a number of other important concerns too: “…time zone challenges, language and other communication issues, high turnover (up to 40% annually in some cases) in offshore locations, intellectual property and security risks (especially in unregulated countries like China), are just some of the unanticipated issues that have plagued offshore development.”

And a number of of those issues could also affect transcription – the obvious one is language. Unless English is a first language then there is no way that someone can provide top quality ‘general’ transcription i.e. interview transcription services and focus group or meeting transcription services. It is possible (though perhaps doubtful) that they can provide equal quality dictated notes, for example, but a conversation – full of idioms, homonyms, a wide variety of different technical terminologies – no.

So … if I’m suggesting you should keep your transcription ‘onshore’ then what about keeping it in-house? Surely keeping it as local as possible will minimise the problems? Well no, not necessarily. And this is where we come to the ‘just typing, not rocket science’ issue. It’s true – it’s not rocket science, but it does require specialist skills, and even if you’re lucky enough to have access to a secretary or PA who can type, that doesn’t mean they can provide fast, accurate, grammatically correct and readable transcripts from an audio file … and all that on top of their regular workload.

I’m sure it will come as no surprise that I am recommending onshoring and outsourcing, since this is the service that we offer here at Penguin Transcription,  but I think you will agree that the arguments are valid.

Valentines Day – it’s all about love, and we love transcription!

We all love transcription here – which is a bonus as it’s what we do for most of each working day, but it’s rather like dentistry or chiropody – although we love it, it puts a shudder up most people’s spines. Sally at www.wordnerd.co.uk described it as ‘trudging through treacle’, and she is certainly not alone.

So why do love it? I think the number one thing for all of us is variety – one day we could be typing children talking about a local film project and the next day (or the next hour) we could be transcribing blue-chip directors discussing their use of technology or top academics discussing the intricacies of animal parasites. OK, that last one doesn’t sound too appealing, I have to admit, but the point is every single project is different, and within the projects, every single interview is different. What’s not to love?

Well, there are a few things we don’t love – notably poor-quality recordings, badly moderated focus groups, people at meetings who eat and talk at the same time (not pleasant if you’re actually in the room, but way, way worse on a recording) and bits of hardware or software suddenly packing up for no reason.

But even taking all those things into account we all enjoy the opportunity to learn a little bit about so many different things. It’s guaranteed never to be boring. And of course we don’t spend all day transcribing – just most of it. Recently we had Rory the Penguin in for a photo-shoot for our upcoming newsletter. He enjoyed his visit and participated fully in the life of the office. If you want to see him answering the phone (no doubt a surprise to the person on the other end), loading the printer, and indeed having a go at transcribing, then sign up to our newsletter! Only six a year so you won’t be bombarded with unwanted information, and we aim to keep it light, informative and fun. And we’re planning a special competition later in the year to celebrate our tenth anniversary.   Don’t miss out – sign up today!

Getting the best from a recording for transcription

There are many transcription services available but sometimes an affordable transcription service can seem hard to find. Transcription is not cheap, because it is a lot more involved than copy typing, but that doesn’t mean you can’t find a good deal with a transcription service, and what’s more, by providing good quality recordings you can make the transcription more affordable, as it will take less time to complete.

Here are a few things to consider:

Time Taken to Transcribe

When pricing up your options the most important thing to remember is that it’s just not possible to type as fast as you speak. Even an experienced transcriptionist will be able to average four times as long for a good, clear one-to-one interview – so an hour of recording will take an average of four hours to transcribe. (Industry standards obtained from the Industry Production Standards Guide, published by OBC, Columbus, OH, USA). But a poor quality recording will take much longer. So how can you make sure that your transcript is clear, in order to get an affordable transcription price? Basically, the easier you make the transcription for the transcriptionist, the more likely they are to be able to give you an affordable transcription quote.

Equipment

First of all, use the best transcription equipment you can afford, and make sure it’s right for your needs. This means that for interviews you should have a recorded with an external microphone rather than one built into the recorder, which is only designed to pick up dictation. For focus groups you should ideally have several microphones so that all participants are audible, and for conferences the speakers should have good microphones and there should also be people in the audience with ‘roving’ microphones to take around to any audience members wanting to ask a question.

Environment

Always try to make sure that you are recording in a quiet environment. Open windows can cause big problems unless you have a ‘noise cancelling’ microphone, which many digital ones are these days. So can air conditioning, so if you do have an air conditioning unit in the room try to ensure your speakers are not situated close to it. If conducting interviews by phone, and assuming that you have arranged these in advance (and asked permission to record, of course) then it’s helpful to ask your interviewee to try to make sure they’re in a quiet environment too!

Details

If you are interviewing and you want the names included then it is helpful to spell out your interviewee’s name at the beginning of the recording, before starting the interview, and speak out any information you would like on the transcript header e.g. the date, the job title of your interviewee etc. For conferences a speaker list and also a delegate list, if there will be audience questions, can save the transcriptionist a lot of time in trying to work out names and organisations.

Care with Conversation 

During the interview, unless you need to interrupt in order to take back control of the interview, try not to speak over your interviewee. Often in a normal conversation we say ‘yeah, yeah, yeah’ or ‘right’ or ‘OK’ more to indicate we’re listening than for any other reason. Every time you say that you are likely to be obscuring a much more important word or group of words spoken by your interviewee. And in conferences or panel discussions, if one speaker is giving a talk (i.e. without interruptions, not a discussion) make sure everyone else’s microphones are turned off. I have, in the past, had to mark whole sentences or even paragraphs of a talk as inaudible, because all I could hear were two panel members chatting about their holidays or little Jonny’s operation, and not the speaker!

Format

Most transcriptionists work in a standard format, whether that be tabular, tabbed, interviews shown as initials or full names etc. Again most are happy to work to your specifications, but the standard format might well be cheaper, so think carefully about whether you need something different or not. Find out what the standard format is in advance if it concerns you, and you may be able to adapt it to your needs.

Verbatim?

Finally, give some serious thought to whether or not you need a verbatim transcription. Verbatim transcription includes every repeated word, every ‘um’ and ‘erm’, all those ‘filler’ phrases like ‘you know’ and ‘know what I mean’ that may be repeated a hundred times in one interview, and can also include pauses, coughs, throat clearing etc. if required. Needless to say, this takes longer. If the transcriptionist can filter out all this stuff the transcript is quicker. In my company the cheapest level is what we call ‘intelligent verbatim’ which cuts out all these fillers but leaves the rest exactly as it’s spoken. Different transcriptionists work this differently though, so always check when you’re phoning for your quote. You can find detailed information about our editing levels on our website.

There are, of course, occasions when verbatim is required – depending on your topic it might be required for legal reasons, or you might be studying the language. But if you really don’t need it, don’t end up paying for it!

Price

And finally, remember that the cheapest transcription quote might not be the most affordable one in the end. There is an oft-quoted phrase: if you pay peanuts you get monkeys. Will it really be cost-effective to send your hard-won interviews to the cheapest service if what comes back is gobbledygook and you have to go through the whole thing correcting every other word? How much time will you then waste that could have been spent more productively? Recommendation is always the ideal way to find a service, but if no one you know can recommend a transcription service then look for testimonials. A good company with a strong track record should always be able to provide these. If you’re still not sure, ask questions and base your decision on the quality of the answers. Things you might like to ask are: turnaround time (when will you get the transcripts), confidentiality procedures, whether they have experience in your field, what the standard format is etc.

First Penguin Transcription Client Satisfaction Survey

This is probably something I should have done a long time ago, but I’ve finally set up a client satisfaction survey, which all clients have the opportunity to fill in, and for which they receive a link when I send them their invoice.

So far the feedback has been incredibly positive. The first positive, for me, was that anyone bothered to fill it in at all, but we have had quite a good response rate. It’s only been running a couple of months but her are some of the highlights:

  • 80% of respondents used our website
  • 100% of respondents would use Penguin Transcription again
  • 100% of respondents were very satisfied with the readability of our transcripts
  • 90% were very satisfied and the other 10% satisfied with our transcript quality
  • 90% very satisfied and 10% satisfied with our ability to identify and correctly use technical words
  • 100% of respondents were very satisfied with our ability to distinguish different speakers in recordings with multiple speakers

One client mentioned that he needed to take the transcripts we sent and put them into a different layout with line numbering etc., so I will be contacting him to explain that this is something we can do for him, at no extra cost, to save him a bit of time. We can work with any Microsoft Word-based template that you provide, and can also work in Excel templates, but that will sometimes incur an extra cost as it’s a little more awkward and can take extra time.

Clients who respond are put into a quarterly draw to win an Amazon voucher, and the survey only takes five minutes or so, so no one need feel they can’t spare the time. If we’ve done some work for you in the last couple of months and you didn’t receive a survey request, just let us know and we’ll be happy to send one out to you (although I think and hope that everyone’s had one!)