Effective LEP Communication: Avoiding the Top 10 Translation Traps


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This first Webinar in our four-part Healthcare Knowledge Set series will uncover the hidden pitfalls that can drain your translation budgets and limit the effectiveness of your translation programs. As a life raft in this perfect storm, the webinar will show you how to spot these pitfalls before they put a dent in your healthcare translation programs. viaLanguage will outline an alternative mix of processes, technology and resources to optimize your translation programs, and truly communicate with your LEP audiences… without breaking the bank!

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Effective LEP Communication: Avoiding the Top 10 Translation Traps

  1. 1. Effective LEP Communication Avoiding the Top 10 Translation Traps
  2. 2. Agenda <ul><li>The Perfect Storm </li></ul><ul><li>Understanding the 10 Traps </li></ul><ul><li>Applying Translation Best Practices </li></ul><ul><li>Questions and Answers </li></ul>Effective LEP Communications in Healthcare
  3. 3. Our Presenters <ul><li>Maggie Nickles , viaLanguage Client Services </li></ul><ul><ul><li>10 years in language translation management </li></ul></ul><ul><ul><li>Specialist in immigrant and refugee communication </li></ul></ul><ul><ul><li>Focus on diversity and neighborhood involvement </li></ul></ul><ul><li>Nancy Pautsch , viaLanguage Healthcare Acct. Management </li></ul><ul><ul><li>Specialist in healthcare technology and administration </li></ul></ul><ul><ul><li>Focus on healthcare translation and LEP communications </li></ul></ul><ul><ul><li>12 years in clinical setting </li></ul></ul><ul><li>Moderator : Scott Herber, viaLanguage Executive Vice President </li></ul><ul><ul><li>Manages viaLanguage’s Healthcare Segment </li></ul></ul><ul><ul><li>24 years experience in technology and software management </li></ul></ul><ul><ul><li>Focus on LEP communications in the healthcare market </li></ul></ul>
  4. 4. The Perfect Storm And you’re in the middle… <ul><li>Growing diversity </li></ul><ul><li>Increased sensitivity to dialects and regional nuances </li></ul><ul><li>Pressure on healthcare organizations to provide equal access </li></ul><ul><li>Cost containment pressure limiting translation budgets </li></ul><ul><li>Rising cost of translation services </li></ul>
  5. 5. Growing Demographic Diversity Source: U.S. Census Bureau, Population Division, Population Projections Branch, State Projections . Source: Center for the Health Professions, 2006.
  6. 6. #1, The Content Trap <ul><li>Leverage Your Translations </li></ul><ul><ul><li>Write content that can be used by multiple teams and easily updated in the future. </li></ul></ul><ul><ul><li>Write with a unified message. </li></ul></ul><ul><li>Translation Ready Content </li></ul><ul><ul><li>Keeping content simple to limit the cost of future edits/changes. </li></ul></ul><ul><ul><li>Avoid jargon, slang and cultural references that won’t translate well. </li></ul></ul><ul><ul><li>Try not to use multiple fonts in the same document. </li></ul></ul><ul><ul><li>Establish a literacy level for your target audience and keep the source consistent. </li></ul></ul>
  7. 7. Control Your Content! <ul><li>Best Practices </li></ul><ul><ul><li>Designate one person in your organization who “owns” the translations and translation processes. </li></ul></ul><ul><ul><li>Maximize your translation budget by bundling small jobs. </li></ul></ul>
  8. 8. Plan Ahead and Save! 5 Small Translations 1 Bundled Translation Number of Words 100 Words per Document 500 Total Words Target Language Spanish Spanish Turn Around Time 2 Days Per Document (Up to 10 in Total) 2 Days in Total Cost $550 or ($110 per Document) $80-100 Total
  9. 9. #2, The Literacy Gap <ul><li>Assumed vs. real literacy levels </li></ul><ul><li>Refugee/immigrant community </li></ul><ul><li>Oral-only languages/Limited standardization of the written language. </li></ul>
  10. 10. Avoiding The Literacy Gap <ul><li>Do Your Research </li></ul><ul><ul><li>Some refugee/immigrants have a very low literacy rate. Example: Chad only 13% of women are literate </li></ul></ul><ul><ul><li>Recent standardization of the written language. Example: Somali has only used the Latin alphabet since 1972 </li></ul></ul>
  11. 11. Avoiding The Literacy Gap <ul><li>Understand the Literacy Level of your Audience </li></ul><ul><ul><li>Proactively reach out and solicit views from community members </li></ul></ul><ul><ul><li>Poll people </li></ul></ul><ul><ul><li>Talk to immigrate organizations </li></ul></ul><ul><ul><ul><li>Non-Government Organizations (NGO’s) </li></ul></ul></ul><ul><ul><li>Leverage local community resources </li></ul></ul>
  12. 12. #3 Review Cycle Ignorance If a Community Review is part of your process… <ul><li>Best Practices </li></ul><ul><li>Finalize the English text before translation begins </li></ul><ul><li>Approve translation before DTP begins (if text approval is needed) </li></ul><ul><li>Build a review cycle into the project schedule </li></ul>
  13. 13. #4, Feline Herding Behavior Are Reviewers’ Roles Well Defined? <ul><li>Reviewers: Do you have the “right” reviewers? </li></ul><ul><li>Native-speaker of the target language? </li></ul><ul><li>Studied the language? </li></ul><ul><li>Knowledge of the subject matter? </li></ul><ul><li>Potential for conflict of interest? </li></ul><ul><li>Enough time in their schedule or workday to devote to review? </li></ul><ul><li>Is it part of their job description? </li></ul>
  14. 14. #5 Translation Hubris How tough can this be? <ul><li>“ Let’s just do this in-house”. </li></ul><ul><li>“ I know someone who speaks this language.” </li></ul><ul><li>“ Does it really require another proofreader?” </li></ul>
  15. 15. #6, Tunnel Vision Planning, planning, planning <ul><li>What does it look like? </li></ul><ul><li>Translations are ad hoc, and not well planned </li></ul><ul><li>Time and resources are not included in the project plan in the beginning. </li></ul><ul><li>“ Hair on fire” “need it tomorrow” mindset incurs rush charges and limits accuracy. </li></ul>
  16. 16. #7, Empty Toolbox Thinking Set yourself up for success <ul><li>Create and leverage your AssetTrio </li></ul><ul><ul><li>Style Guide </li></ul></ul><ul><ul><li>Glossary </li></ul></ul><ul><ul><li>Translation Memory </li></ul></ul>
  17. 17. #8, Technical Overconfidence “Just send them the file” <ul><li>Poor file construction </li></ul><ul><ul><li>Non-auto generated Table Of Contents and Indexes </li></ul></ul><ul><ul><li>Cross-referencing pages instead of sections </li></ul></ul><ul><li>Your $15 copayment for generic drugs purchased through the Mail Service Prescription Drug Program is now waived for the first 3 generic prescriptions filled (and/or refills ordered) per calendar year. (See page 102.) </li></ul><ul><li>Your copayment for emergency room care related to an accidental injury or medical emergency is now $100 per visit. Previously, your copayment was $75 per visit. [See Section 7(c).] </li></ul>
  18. 18. #9, Re-use Myopia You are not alone… <ul><li>Not looking beyond the immediate need </li></ul><ul><li>Not sharing translation memory </li></ul><ul><li>Forcing other groups in the organization to recreate the wheel </li></ul><ul><li>As the cultural learning improves, it’s not shared </li></ul><ul><li>Translation Memory can really help…… </li></ul>
  19. 19. #10, Price-Is-Right Syndrome <ul><li>Shopping for the right translation team </li></ul><ul><li>Here are some things that we look for: </li></ul><ul><ul><li>Responsiveness </li></ul></ul><ul><ul><li>Credentials </li></ul></ul><ul><ul><li>Work history </li></ul></ul><ul><ul><li>References </li></ul></ul>
  20. 20. Summary <ul><li>Get your arms around your content </li></ul><ul><li>Planning ahead pays off </li></ul><ul><li>Use a methodology that works </li></ul><ul><li>Leverage technology </li></ul><ul><li>Re-use cuts costs </li></ul><ul><li>Find a translation team that fits </li></ul>
  21. 21. Questions from our Online Audience viaLanguage., Inc. Phone: 800-737-8481 www.vialanguage.com www.vialangauge.com/Blog
  22. 22. Join Us for the Next Webinar! <ul><li>Save Time & Money with Translation Memory </li></ul><ul><li>WHEN: Thursday, May 7th, 9:00 AM 9:45 AM Pacific time </li></ul><ul><li>You’ll Learn: </li></ul><ul><li>Translation memory: What is it? </li></ul><ul><li>How it works and what makes a match </li></ul><ul><li>When it doesn’t work and why </li></ul><ul><li>Ways to boost your match rate </li></ul><ul><li>Portability of your translation memory and who owns it   </li></ul><ul><li>Real examples of customers and how they use translation memory </li></ul><ul><li>Benefits of centralization </li></ul><ul><li>Register at www.vialanguage.com! </li></ul>
  23. 23. Additional Resources <ul><li>www.ahca.org - American Health Care Assn. </li></ul><ul><li>www.aha.org - American Hospital Assn. </li></ul><ul><li>www.omhrc.gov - Office of Minority Health </li></ul><ul><li>www.hhs.gov/ocr/hipaa - HIPAA </li></ul><ul><li>www.ahip.org - America's Health Ins. Plans </li></ul><ul><li>www.diversityrx.org - Diversity Rx: </li></ul><ul><li>www.ncihc.org - Interpreting in Health Care </li></ul><ul><li>www.cpehn.org - CPEHN: </li></ul><ul><li>www.ache.org - American College of Healthcare Execs. </li></ul><ul><li>www.ncqa.org - NCQA </li></ul><ul><li>www.pubmed.gov - PubMed </li></ul><ul><li>www.healthwise.org/p_online_cont.aspx - Healthwise Knowledge Base </li></ul><ul><li>www.viaLanguage.com/Blog </li></ul>