More companies are recognizing the power of video remote interpreting to connect with customers instantly, providing the benefits of face-to-face interaction at a fraction of the cost.
Actually implementing it, however, feels a lot like navigating a new frontier. It’s unfamiliar territory and there are few precedents or guidelines.
If your team is ready to forge onward and you don’t know where to start, here are a few recommendations to follow.
Include IT in the Process from the Beginning
Adding video remote interpreting may require upgrading your organization’s WiFi or adding a virtual private network (VPN) tunnel as well as other infrastructure. The needs will vary depending on the provider you choose (for instance, LanguageLine’s InSight video remote interpreting does not require a VPN). You will also need to determine if the technology supports multiple modalities, meaning your staff can access an over-the-phone interpreter without being connected to a phone line. (This is another advantage of LanguageLine’s Insight application.)
Be sure to ask whether the cost of the new technology includes any related equipment costs and ongoing IT support.
Involving your information technology director in the selection process early will help you avoid unexpected implementation headaches later.
Work With Your Provider to Plan a Smooth Implementation
Implementing video remote interpreting can be frustrating if you’ve never done it before. A good video remote interpreting provider won’t leave you to figure out the messy details on your own. They should provide a detailed implementation plan .
Talking through the implementation process with your provider will ease any concerns you may have and help you identify potential issues before they become hassles.
A good implementation process should include:
- An initial meeting where your provider will gain a better understanding of your organization and its needs
- Set an implementation date and plan for equipment deliveries – if needed – to arrive well in advance of that date
- An implementation plan that includes details about the work that needs to be done and equipment recommendations
- A team of people who will install equipment, distribute training materials, conduct quick in-services and collect end-user signatures
Ensure Your Staff Has Proper Training
Even best-in-class technology is only as strong as the people who use it. Ensuring your staff is properly trained is a critical aspect of any successful implementation.
Training should include:
- How to access the service
- How to identify a patient’s language
- How to work with an interpreter
- Why and where to record the use of interpreter services
- Any other information that is relevant to your staff, such as whether you have American Sign Language interpreters on site and how to access them
Final Thoughts About the New Frontier
Entering new territory can be intimidating, but it’s also exciting. Video remote interpreting helps us move closer to a world without language barriers—a concept that seemed like a fictional utopia just a few years ago.
It can help your staff serve limited English proficient populations more efficiently, reduce misunderstanding and complaints and build stronger relationships with a diverse group of people.
A good video remote interpreting provider should guide you through the implementation process and support you every step of the way, allowing you to forge ahead with confidence.
How can you be sure you’re choosing the right one? This short guide will walk you through the most important factors to consider and offer best practices to follow before, during and after implementation. Happy voyaging!
We invite you to read our new guide: Empowering Your Organization with Video Remote Interpreting - How to Improve Communication with Limited English Proficient and Deaf or Hard-of-Hearing Communities.