Service Program Quality Assurance

 

 

A primary goal of TypeWell is the provision of high quality communication access and notes for consumers.  Toward this end, we have these policies about the use of TypeWell software: 

1. Only those individuals who have taken and passed an authorized TypeWell training class may use the TypeWell software to provide services in classes or meetings.  This is a provision of the software license agreement.  Violations of this provision will result in the removal of the site's licenses, and the censure of any TypeWell transcribers who know about the violation, and do not prevent it from occurring. 
    
2. Trained transcribers are not permitted to train others to use the software, nor to allow any untrained person to use the TypeWell software in any instance. Violations will result in the revocation of the software licenses.  Transcribers who allow the use of the software by untrained persons will be in violation of the TypeWell Code of Ethics. 
    
3. We encourage the regular monitoring of the quantity and quality of information provided by trained transcribers to students and other readers. This monitoring should be done both by the transcriber and the service coordinator.  We encourage you to seek subjective opinions from consumers about the service delivered.  But, keep in mind that many deaf readers cannot know if information is being omitted or presented correctly in transcripts.  Thus, some objective measures of the content of a service provider's work should also be used. 

Available Objective Measures

TypeWell Self-Test  Every transcriber should regularly use the Self-test feature in TypeWell (control-t) to monitor his or her use of the TypeWell abbreviations and other speed editing features.  Research has consistently shown that transcribers who use a high level of TypeWell abbreviations (+90%) also capture a high percentage of content for readers.  And conversely, transcribers who do not use a high level of abbreviations cannot keep up enough with the speed of spoken information, and they do not capture enough content information. 

Transcript Analysis Checklist and Goal/Strategy Page  During training, trainees are taught to identify areas of strength and weakness by using the Transcript Analysis Checklist that includes skill in 4 areas: Message Content, Grammar, Formatting, and Technical Skills (i.e., use of the TypeWell abbreviation system).  Use of this Checklist will identify skills that should be improved.  A Goal/Strategy Page is also provided, to then be used to specify particular goals and the behavior strategies that will be used to reach those goals. 

Audio recordings  (Used only as a learning tool, and used only during the first few weeks after training.) 

For the first few weeks after completing the TypeWell training course, new transcribers can review and analyze their transcripts while listening to an audio recording of the class/meeting.  (The new transcriber must get the instructor's permission before recording a class/meeting.)  It is often very useful to have a peer or the service coordinator go over the recording and transcript with the transcriber, to discuss ideas and develop strategies for improvement.  The TypeWell Transcript Analysis Checklist and Goal/Strategy Page should be used to guide the review and discussion. 

Continuing Education

TypeWell training covers many topics, most in great detail, and some in less detail.  We recommend that you provide continuing education opportunities for transcribers on topics related to professionalism, confidentiality, Deaf issues, site policies, etc.  This continuing education can be done in the form of in-house meetings, regional workshops, national conferences, conferences sponsored by the Speech-to-text Services Network (STSN), etc. 

A trained TypeWell transcriber who has not transcribed regularly for 2 years must take the refresher course to restore skills before again providing transcribing services. 

Your Site's Specific Policies

In order to run a high-quality service program, each site should develop its own set of specific procedures to be followed by everyone involved in the service.  Many site policies related to sign language interpreting services will also apply to transcribing services.  However, there are a number of issues that relate solely to transcribing services, and care must be taken to develop policies appropriate to this specific service type.  Site policies should be explicitly communicated in writing to the transcriber, instructors, students, parents (in pre-college settings) and all others involved in the service delivery. 

 

Next read details about what should be included in your site's policies.