Considerations and Recommendations on outsourcing to internet-based transcription services - Garry Tan

QRWEB Asia 20111st Asia-Pacific conference on Qualitative Research in Web 2.0

University of Macau, 22 & 23 Feb Macau, China

Academic Transcription: Considerations and Recommendations on outsourcing to internet-based transcription services

Garry TanMEd. Mgt. with Dist. (UWA), BTech. ID (Monash) & Dip.Arch.Tech. (Singapore Polytechnic)

Doctoral Candidate, Doctor in Education (EdD)Graduate School of Education (GSE), University of Western Australia (UWA), Australia.Senior LecturerSchool of Design (SDN), Nanyang Polytechnic (NYP), Singapore.

Key Takeaways"Singaporeans are the most culinary homesick people in the world." - Calvin Trillin

1.More research on transcription as part of methodology needed (1c)

2. Impact of transcription on qualitative research (2e)

3. Justification of internet-based transcription services (4f)

COVERQUESTIONS & ANSWERS

OVERVIEW

1. INTRODUCTION2. LITERATURE REVIEW3. METHODOLOGY4. FINDINGS & DISCUSSION5. SUMMARY & CONCLUSION

COVERQUESTIONS & ANSWERS

1. INTRODUCTION

a)Globalization (background)

b)Singapore (background) c)Problems identifiedd)Research Contexte)Research Scopef) Benefits

OVERVIEW 2. LITERATURE REVIEW

1a. Globalization

Globalization & Impact of Technology Multifaceted, liberal, and liberating process Shift from international to transnational

networks of trade, investment & finance Easy access to information, technology and

entertainment, Creates a level competitive level playing field

in the global marketplace. Creates cultural corridors…

OVERVIEW 1. INTRODUCTION

1b. SingaporeSingapore’s Developmental Approach 1960s: Independence & Economic Uncertainty 1970s: Skills Intensive Industries 1980s: Information Technology & High Tech. Indus. 1990s: Technology and Service Industries 2000s: Innovation, Knowledge & R&D

Need for Talents in Higher Education Focus on R&D, Need for all kinds of Talents Internationalization of Higher Education

2nd Most “Cool” (Geek) Nation on Earth Straits Times, 23rd Jan 2011


1c. ProblemsIn general, researchers point out that not enough

research is done on transcription and its influence as part of the qualitative research paradigm (Brooks, 2010; Lapadat, 1998; Oliver, 2005; Tilley, 2002)

According to Tilley 2002: Transcribers Have little knowledge about transcription

(experience), Researchers often don’t communicate with them

(communication), Face many challenges in completing their work

(resources), and They had to make “on-the-spot” decisions about

transcribing (Value-added).

OVERVIEW Key Takeaway 1. INTRODUCTION

1d. Research Context Part of Doctoral Study

Paradigm: Qualitative Focus: Design Leadership &

Management Industry: Creative, Applied Arts

Stream, Product Design Specialisation Method: Case study, Interviews Triangulation: Focus group


1e. Research Scope Limited to transcriptions in the context of:

Denaturalised/ Generic/ Academic Transcription “speech to text” and not “on conversion to phonetic or phonemic symbols”

Doctoral Research, Qualitative Paradigm Mostly In-depth Interviews (one to one) and Focus

group interviews (many) Unsponsored Graduate Student (Value-for-money,

money is a limitation) in Singapore Already has resources, such as computers,

broadband service with wireless network and digital recording devices

Willing to verify data after transcription process


1f. Benefits People most likely to benefit

Postgraduates/scholars currently in doctoral programs

Postgraduates/scholars who will or are currently conducting research in the qualitative paradigm

Researchers/scholars who are interested in current trends in academic transcription and its services


2. LITERATURE REVIEW

a)Keywords & Definitions: “Out-sourcing” & “Web-based Services”

b)Keywords & Definitions: “Denaturalised Transcription”

c) Transcription Categoriesd)Impact of Transcription

OVERVIEW 3. METHODOLOGY

2a. DefinitionsAccording to Wikipedia & Dictionary.com: Out-Sourcing

“Outsourcing is often viewed as involving the contracting out of a business function - commonly one previously performed in-house - to an external provider”

“to subcontract out (jobs, services, etc)” Internet-based Companies/ Web-based Services

“A dot-com company, or simply a dot-com, is a company that does most of its business on the Internet, usually through a website that uses the popular top-level domain, ".com" (in turn derived from the word "commercial")”

“of, relating to, or using the world wide web: web-based applications”


http://en.wikipedia.org/wiki/Contracting_out

http://en.wikipedia.org/w/index.php?title=External_provider&action=edit&redlink=1

http://en.wikipedia.org/wiki/Internet

http://en.wikipedia.org/wiki/Website

http://en.wikipedia.org/wiki/Generic_top-level_domain

http://en.wikipedia.org/wiki/.com

2b. “Denaturalised”According to Wikipedia & Dictionary.com Transcription/ Transcribing

“the process of converting speech into written or electronic text documents”

“to make a written copy, especially a typewritten copy (of dictated material, notes taken during a lecture, or other spoken materials)”

Denaturalised Transcription (Oliver, 2005) Transcription practices…two modes: naturalism, in which

every utterance is transcribed in as much detail as possible, and

Denaturalism, in which idiosyncratic elements of speech (eg. Stutters, pauses, nonverbals, involuntary vocalisations) are removed. Denaturalised transcripts suggest that within speech are meanings and perceptions that construct reality (Cameron, 2001).


2c. Transcription TypesReview of Transcription Service Types Generic/ Academic

Speeches, Presentations, Lectures, Seminars, Conferences, Interviews & Dissertation research (one-to-one)

Focus-groups and Panel Discussions (many) Business & Finance

Dictation, Phone calls, Correspondences and Reports (one-to-one) Conference calls, Meetings, Market research (many)

Audio-Visual Media Digital Podcasts, Streamed Sermons, Television Programmes, Media

(audio) productions, Documentaries, Televised Interviews Medical

Forensic, Medical Legal

Legal deposition and judicial (may include translations too)


2d. Transcription Impact

Transcription and its impact on Qualitative Research.

Transcription is not data, it Is a methodological process Is “first level” interpretation Influenced by Transcribers' abilities &

skills, orientation, perception & interpretation, and

Influences researchers’ view on data.


3. METHODOLOGY

a)Survey Processb)Keywords Used in Searchc) Email ITQ Formatd)Email ITQ Specificationse)Email ITQ Information

OVERVIEW 4. FINDINGS & DISCUSSION

3a. Survey Process Wed, 28 Jul 2010 to Fri, 18 Jun 2010 1: Information Search (Concurrent)

Keyword Searches Good Practices Digital Recording

2: Email Invitation to Quote (EITQ) 3: Compile Costing & Criteria 4: Repeat (Saturation or Timed-out)


3b. Keywords Used Keyword Search with Google Search First Set: Transcription related

“Transcription Services”, “Academic Transcription”, “Freelance Transcription”, “Doctoral Transcription”, “Transcriptionist Singapore”

Second Set: Practice related “Good practices in Transcription”, “Transcription practices”,

“How to do a proper transcription for interviews”

Third Set: Recording device related “Selecting the best recording device for interviews”, “digital

recording devices for interviews”, “recording interviews”, “recording devices for transcription”


3c. Email ITQ (Format)Email Invitation to Quote (EITQ) Standard email format used for all

quotation. Contacted the following:

3 Freelance (SG, Non-Professional) 6 SG Companies (Professional) 2 Global Companies (Professional) 4 Internet Companies (Mixed) 1 Web-based Company (Mixed)*

Respond between 24 hrs to 14 days Responses consolidated in Yahoo! Mail.

*www.freelancer.com


3d. Email ITQ – (Specs.) Specifications:

One Case (5 segments) approx 180 mins. Language: English (Singapore) Accent: Singaporean/ Neutral (English as first

language) Format: Clear Digital Recording, MP3 Upload Transcription Type: Generic/ Academic No time coding required Turn Around Time (TAT): Standard 3-5 days

Quotation for: 1) Per Project (All 30 interviews, 1 interview=90 mins) 2) Per Audio Minute (PAM)

Interpolation for: Case Study of 5 segments (1 case = 180 minutes)


3e. Email ITQ (Info.)

Additional Information requested of companies regarding: Assurance on Confidentiality for Project Training & Experience of Transcriptionist Data Upload & Backup Charges (if any) Preferred working process (if any) Unstated or additional charges Discounts for Graduate Students


4. FINDINGS/DISCUSSION

a) General Practiceb) Service Quality: Skills & Confidentia

lityc) Service Quality: Reliability & Valued) Costing Factors e) Info Consolidationf) Justification for Internet-based Tran

scription Services (IBTS)OVERVIEW 5. SUMMARY & CONCLUSION

4a. General PracticeGeneral Practice/ Expectations:

Client responsible for Checking/ Proofing transcripts

Quotation does not include Time stamping or using Structured transcription formats, additional costs applies

Transcriptionist (at their discretion) will “drop” segments which they consider irrelevant (habits of speech, grammatical errors, announcements and end remarks etc.), irreverent (the use of strong language like swearing etc.) or inaudible (background noise, two person talking at once, mumbling etc).

The definition of “poor recording” can be arbitrary (can be defined as anything from accent, background noise, and interruptions)

OVERVIEW 4. FINDINGS & DISUCSSION

4b. Skills/ Confidentiality Service Quality defined as:

Skills of Transcriptionist (experience) Adequately trained (with certification) Comprehend different accents (Singlish?) Adapt to different layout & transcription styles Accuracy of Transcripts (is it really 99%?)

Confidentiality & Ethics (communication) Written/ published guarantee of confidentiality Database Backup and 128-bit Encryption Ethical Standards (HIPPA)

OVERVIEW4. FINDINGS & DISCUSSION

4c. Reliability/ Value Service Quality defined as:

Service Reliability (Resources for Transcribers) 24-7/365 service or as little down time as possible,

similarly company protocol don’t get in the way Flexible Turn-around-time (TAT) Accept different audio-video files Easy Web-based File upload, preferably free as part of

the overall service experience

Service Value (Transcriber’s value) Easy project costing & payment, no complex fee

structure and payment methods or schedules Friendly/ Can negotiate/ Adaptable (no barriers) Based in Singapore, preferably Bonus: Allow service trials, Group discounts, Graduate

student price


4d. Costing FactorsFactors that increases transcription costs – not in

any order: Accent: Neutral accent preferred Difficulty/ Effort: Quality of Recording,

Amount of background noise Format: Specialized layout Format: Wave (Expensive), MP3 (Cheaper) Time Code: Time Stamping Turn-Around-Time: Less is more! Vocabulary: Technical or Medical


4e. Info. Consolidation1. Local Freelance

No response even after survey period, mix group, whenever they are free, confidentiality?, have to know them personally (i.e. via recommendations)

2. “Brick & Mortar” Singapore Companies Most expensive (S$420 per transcript), professional skills, not 24/7,

confidentiality, managers may be transcribers themselves (many years of working experience)

3. “Brick & Mortar” Global Companies Competitive pricing (S$360 per transcript), professional skills, not 24/7,

confidentiality, professional qualifications/ certifications (typing, transcribing, secretarial, etc)

4. Internet-based Companies Value for money (S$120 per transcript), “internally trained transcribers”,

“Assured Confidentiality”, 24/7, “manager will relay message with transcribers/researchers”

5. Internet-based Freelance Prices can vary with experience (S$50 per transcript or US$10 per audio

hour), flexible arrangements, quality depends on individuals (training), may not be able to contact transcribers freely


4f. Justification for IBTSContrasted with traditional transcription:

Experience (good) Internally trained, experience sharing good

Communication (excellent) responsive (reply within 6 hrs) accommodating (only after a while) open, questions gets answered

Resources (acceptable) fast (3 to 4 days TAT) Did not deliver on time (i.e. 5 days max)

Service Value (balance) Reliable Transcripts with acceptable margins of error

(accent – Singlish, context or names of people, like Mr. Sim = Mr. Singh)


5. SUMMARY/CONCLUSIONa. Summary of Presentationb. Future Needsc. Conclusion

OVERVIEW QUESTIONS & ANSWERS

5a. Summary

Three Takeaways:1. More research on transcription a

s part of methodology needed (1c)

2. Impact of transcription on qualitative research (2e)

3. Justification of internet-based transcription services (4f)

OVERVIEW5. SUMMARY & CONCLUSION

5b. Improvements

According to Tilley 2002 Have little knowledge about

transcription (experience),

Researchers often don’t communicate with them (communication),

Face many challenges in completing their work (resources), and

They had to make “on-the-spot” decisions about transcribing (Value-added).

OVERVIEW

Area for Improvements Shared “on-the-job

experiences” contrasted with professional certifications

Allows limited or indirect communication with transcribers

Challenges remains, transcriber’s resources are not transparent

Value-added work mostly accurate but checking by researchers compulsory

5. SUMMARY & CONCLUSION

5c. Conclusion More Research: Although transcription is located within the

qualitative paradigm, approaches to transcription and its processes may involves a paradigm that can influence the integrity of the research.

Impact of Transcription: Researchers should incorporate reflection into their research design by interrogating their transcription decisions and the possible impact these decisions may have on participants and research outcomes (Oliver, 2005).

Justification: Internet-based transcription services provides researchers a reliable and a value-for-money service alternative if they are going for denaturalised transcription that does not involve sensitive topics. Transcripts are representations of the recording and the actual interview. Verification with the audio recording and any documentation taken during the interview will help with a better understanding.

OVERVIEW 5. SUMMARY & CONCLUSION

ReferencesBROOKS, C. (2010) Embodied Transcription: A creative method for using

voice-recognition software. The Qualitative Report, 15, 1227-1241.FORBAT, L. & HENDERSON, J. (2005) Theoretical and practical reflections

on sharing transcripts with participants. Qualitative Health Research, 15, 1114-1128.

GIVEN, L. M. (2004) Mini-disc recorders: A new approach for qualitative interviewing. International Journal of Qualitative Methods, 3.

LANE, V. (1996) Typist's influences on transcription: Aspects of feminist nursing epistemic rigour. Nursing Inquiry, 3, 159-166.

LAPADAT, J. C. & LINDSAY, A. C. (1998) Examining Transcription: A theory-laden methodology. American Educational Research Association. San Diego, CA.

OLIVER, D. G., SEROVICH, J. M. & MASON, T. L. (2005) Constraints and opportunities with interview transcription: Towards reflection in qualitative research. Social Forces, 84, 1273-1289.

TILLEY, S. A. & POWICK, K. D. (2002) Distanced data: Transcribing other people's research tapes. Canadian Journal of Education, 27, 291-310.

Question & Answer?

Garry TanMEd. Mgt. with Dist. (UWA), BTech. ID (Monash) & Dip.Arch.Tech. (Singapore Polytechnic)

Doctoral Candidate, Doctor in Education (EdD)

Graduate School of Education (GSE), University of Western Australia (UWA)

Australia

School of Design (SDN), Nanyang Polytechnic (NYP)

Singapore

[email protected]

COVER OVERVIEW

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Presented at the Asia-Pacific conference on Qualitative Research in Web 2.0 22 & 23 Feb 2011, Macau SAR

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