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The Newsletter of COTIS
The Confederation of Transcribed Information Services
To promote the provision of information in alternative formats to print
Editor - Linda Pearce, Email:
ontrack@cotis.org.uk .
Project Office, 67 High Street, Tarporley, Cheshire, CW6 ODP. Tel: 01829-733351
(Answerphone)
Reg Charity No: 299024 © Issue 41 - May 2002
In the last issue, I introduced the New Year as potentially extremely busy for COTIS, as the committee was aiming to have at least a pilot accreditation scheme for tape up and running by the end of the year. I asked you to "Watch this space", promising fuller details in due course. This special issue is now dedicated to bringing you up to date with the committee's thinking and planning, and to enable you to comment - hopefully positively. We need to know if you have objections or reservations and we would like you to contribute and help shape the content. Please take time to read this issue if no other.
Linda Pearce
Note from the Chair: each year, following the AGM there is discussion about general direction. The committee updates this document and decides on an outline plan to achieve the goals. Given the major nature of the initiatives currently under consideration, it is important that all of you, as members, know what we have decided - and have the opportunity to approve, comment, or object.
1. Summary of existing and embryonic initiatives
Guidelines: We are in the process of drafting a guide to would-be purchasers of alternative formats to facilitate the commissioning process, and a guide to setting up a small studio.
Quality checklists: Version 1 of our set of checklists for producers of all formats is on our web site. If work on the questions forming the basis of accreditation suggests improvements, we will incorporate them.
Standards and Accreditation: We have made considerable progress and see this as our absolute priority area of activity. Until established, we will concentrate all our efforts here. (See point 3.)
Workshops: We continue to be asked for the type of hands-on, practical, 'how to do it' workshops which we used to run in conjunction with our AGMs a few years ago. This is something we would wish to be involved in, although first we need to be sure our training and trainers meet appropriate standards. There is a certain logic which says that until we have agreed, alternative format standards in place, we have nothing to train towards! Nevertheless, much CAN be done on a common sense basis. We have agreed therefore that in the meantime, any COTIS organisation able to offer help to those requesting advice on a face-to-face basis can do so as themselves, but not as COTIS.
2. Role of COTIS
Over the last few years, we have had several soul-searching reviews of what role we should play in the future. We started life as a self-help network of people recording print onto tape primarily for the benefit of those who could not see to read. Re-reading our Constitution, I think the initial clauses, as now adapted to cover all media, are worth reproducing:
"The Object of the Association shall be to relieve the blind, or partially sighted, or any person labouring under some temporary or permanent incapacity which makes reading a strain and in particular and without prejudice to the generality of the foregoing to promote the provision of instructional, educational, special interest material transcribed into alternative formats.
In furtherance of the declared objects but not further or otherwise the Association shall have the following powers: a. to provide, protect and co-ordinate the production, development and distribution of material transcribed into alternative formats; b. to provide advisory and training facilities to organisations and individuals engaged in the production of materials transcribed into alternative formats mentioned above to achieve and maintain a high standard of production and presentation techniques; c. to establish and maintain the means for regular exchange of news, views, technical information and research material to those within the Association and to make such information available to other interested parties."
The initial concentration was on sharing experience of equipment, news of best tape deals etc. In time, regular requests from the less experienced led us to compile our guidelines, drawing on the guides most of us had individually written. The co-operation was very much based on voluntary sector ethos. Now times have changed, with even voluntary sector organisations having a commercial arm. There is a definite divide between these hybrids and organisations which are purely commercial, with the former still being willing to share knowledge in the interests of the end users. But what, now, is the most useful role for COTIS, given that most of the activities just listed still need doing by someone?
Currently, the following has been agreed:
a. Since we represent audio producers, we will stick to areas where we can bring a unique value. Others, for instance, can inform about DDA. We may quote it to help our case, but will not pretend to be experts. We will concentrate on practical alternative format production and usability issues.
b. Recognising that methods of production of different formats were converging, and that many of our members, let alone recipients, were interested in all formats, not just tape, we formally changed our name and constitution to allow us to take an interest in and talk with producers of other formats. Our current two prime areas of interest are to ensure that any standards and accreditation process covers all media; and to work towards an umbrella organisation for all media, of which COTIS could ultimately be the audio-specific sub-group, with UKABP representing braille.
Our currently agreed tactic is to get our own house in order first - ie, to concentrate on tape issues, working for other media with expert bodies, such as UKABP and National Centre for Tactile Diagrams, and seeking owners for other media for which there are currently no obvious champions.
c. We do however recognise that part of our role as producers striving to be excellent is to encourage others to listen and respond to their customers. Because we have been fortunate over the years to have had amongst our members a number of active individual and representative end users, we feel a unique contribution we might make is at the interface of producer and user, possibly facilitating communication and understanding between the two sides. This is becoming increasingly important with the advent of a third role, that of purchaser.
However, we are very aware that all our current guidelines, advice and training is based almost entirely on the combined wisdom of us as producers. Although we have, both as individual organisations and as the umbrella group, tried our utmost to get real feedback from the recipients of our production, we have not been successful on the scale we would like. Thus, if challenged as to why we advocate certain methods, we have as yet no robust customer responses to back up our assertions. We have plans to rectify this, but we must be mindful of the fact that we can only hope to be facilitators of the expression of visual impairment experience, NOT the voice of visually impaired consumers themselves. .
Towards accreditation
Over the last two years, we have promoted the idea of an accreditation scheme for producers of alternative formats which would both inform purchasers and empower end users, who would form the quality assessment panels, and thus have control over the issues which were rated as important. There appears to be widespread support for the concept from end users, purchasers and producers - though undoubtedly with different agendas!
We have reached a point where we have an evaluation questionnaire which has been piloted in several versions, proving that it certainly sifts sheep from goats, but it needs refining. In particular, we need to establish high level categories on which judgements can be made; and we must test the relative importance of the four major areas of concern (Identification, Navigation, Reading and Audio Quality) with actual users. The most effective way to do this seems to be through a series of projects with some of the major producers. In this way, we hope to have tested criteria, eg, for fiction libraries, regular magazine production, text books, commercial catalogues.
We have agreed the following plan of immediate actions:
a. Real-life use of our Tape Panel in evaluation: With the support of TNAUK Chairman Sylvia Dey and Chief Executive Tim McDonald, COTIS is running their annual tape competition this year. (See more detailed report from Linda Pearce).
b. Progression towards a braille standard: Working with the delegated sub-group of the UKABP committee, with the aim of sharing our experience of tape issues and helping them plan how to look at braille.
c. Including both producers and alternative format users: Understanding and expressions of support have already been gained from RNIB and NALSVI. We are in contact with the Federation of the Blind, and have been invited to attend their annual conference in September to talk to individuals in more depth. We would like to do the same with as many other organisations and groups as time and money allows.
d. Finding owners for the standards of other media: We have made contact with the National Centre for Tactile Diagrams, with the aim of COTIS running a discussion session at their June conference. We plan to approach COTIS members (and others) for copies of any guidance, good practice or standards to which they work.
e. Secure Funding: We will have depleted our 'comfort zone' resources by September, so are actively seeking funding.
f. Write a descriptive document: To enable us to explain what we are doing and why we think it necessary, as a tool to achieve the above goals. (See next article)
Developing a Quality Mark and Descriptive Categories for Reading and Informative Materials designed for those who cannot see or handle print, and for the organisations who produce them.
1. What are we talking about?
We are aiming to cover all physical objects supplied as an alternative to print or other visual presentations - braille, recorded voice, tactile diagrams, large print, text on disc, moon. We are not covering computer software or websites as standards already exist in these areas. Nor are we currently looking at other methods of giving access, such as a person or a talking sign.
We are very conscious that for the user, 'quality' is an amalgam of many factors, the relative importance of which will vary according to the specific requirement of the moment. On one reading, speed (and thus availability) or accuracy may be the most important; a second reading however might highlight the need for the reader(s) to have understood and intelligently presented the information, or for the recording quality to be high to enhance enjoyment. To have any hope of producing a quality product, all those involved in making and distributing the transcription need to know what the intended balance of the factors is for every item. By providing clearly differentiated options, our system should facilitate both the initial discussion with users to establish priorities, and the easy identification of these during production.
Any standards defined will need a 'living document' approach, to take account of continuing advances and possibilities.
Finally, we recognise that to be successful, a quality system has to be fully integrated with both existing quality systems and with specific standards specifications. Thus we hope to provide easy linkages with, for example, ISO 9001 2000 and its emphasis on identifying and meeting customer requirements.
2. Are there no standards already in place?
Not of the kind we envisage, covering the complete user experience. The following lists some of the most relevant work:
Large Print: much research has been carried out (recently evaluated under RNIB's See It Right initiative), giving many pointers on layout, paper quality, print size and contrast, which are thus ready to be pulled into a more comprehensive standard covering in addition, aspects such as content identification and navigation. Thus, there are many researched elements which can be built into a quality standard, but we have not found reference to any comprehensive quality standard currently in existence anywhere in the world.
3. Why is such a standard important?
3.1 Culture and history
The production of alternative formats has always been just that: an alternative, voluntary sector activity chasing after the mainstream visual production. There are good numerical reasons for minority users not being part of the initial mainstream provision - Swedish speakers have to wait for the English version of world-wide publications to be translated. But they are not dependent on a completely different sector taking up their cause, and raising sufficient funds through their begging bowls before they have access. Yet the history and culture of braille, tape and large print has been of charitable production for the disadvantaged, usually with overt notices of the gratitude due for this. Not surprisingly, this has led to a culture of gratitude, albeit often resentful, on the part of the recipients. The idea of criticism and demanding something better is usually a non-starter; and producers inevitably tend to feel a bit noble. You don't get volunteers working to produce print. They rarely use their own materials and so do not see the usability issues; nor do they regularly see materials produced by others in the field and so are often not aware of better practice.
Thus, producers need help to escape from their position of benevolence and to become aware of their short-comings in comparison with leading edge practitioners in the field.
3.2 Visually impaired people want better
Blind people on the other hand are now regularly bombarded with materials from many sources and so are very well aware of all the differing materials, styles, techniques and practices currently available. This has made them aware that improvements could be made and that better quality is possible. But years of grateful acceptance makes this difficult to suggest; time-consuming and repetitive to explain; and impossible to enforce as they have no buying power.
To add insult to injury, it has almost become the norm to leave quality checking to the final recipient, putting on them the onus to report problems. This is intolerable. No sighted agency would dream of sending out materials straight from the printer without having looked at least at proofs. Nor would a printer ever omit visual quality checks before despatch. Knowing this, sighted readers feel no obligation to report problems.
Thus, recipients need an outside agency to encourage producers to measure their outputs against industry-wide standards; to take steps themselves to check quality; and to act as an intermediary on their behalf, translating their points into language which enables sighted people to understand.
3.3 Purchasers need help
The advent of the DDA has greatly increased the numbers of service providers looking to sub-contract the provision of their information in alternative formats. They need help to understand this alien world: for example, to recognise that when commissioning a tape version, they need to stipulate whether they want the print document or the printed information to be made available. (Do they want the print document to be read and its layout described - deemed essential for instance by the Benefits Agency; or do they want an audio version of the information given in the print document - so the result sounds more like a radio programme. And is their company style nearer Radio 1 or Radio 4?)
They need help to understand the subtlety of the messages given by all aspects of the product, to equate the options available in production, materials and finish with the level of 'glossiness' of the print version.
They are also looking for help in choosing between providers, much as when choosing any tradesman we check for industry quality marks; try to work out if a one-man band or a large company; if well-established and respected or an unknown and thus possibly an unmasked fly-by-night. Purchasers need help in understanding the different products and producers available, and identifying best quality and value.
3.4 Providers want to prove they are good
Everyone likes if possible to have external recognition of their ability against a universal standard. This becomes even more important when competing for contract work.
Providers are looking for quality marks to enhance their self-confidence, and some, their image in the commercial marketplace.
4. The Solution
It is thus obvious that some sort of accreditation scheme is needed which makes not only the quality but also specific strengths and weaknesses clear to all. It is essential that such a quality standard is user-defined and applied.
We visualise a model that would use initially panels of visually impaired people to assess samples of output, allowing the use of a quality mark; in future years, spot-checks of current output would allow the re-awarding of the mark for that year. The ideal would be a model whereby applicants' fees covered the costs of administration and visually impaired panellists' payments, but that may be a pipe dream for all but those groups doing commercial transcription.
The results would be a dated quality mark (as in Egon Ronay 2002) and a directory of accredited agencies. We would also like there to be an independent alternative format champion to act as a go-between.
The outcome will hopefully be better quality reading!
5. Activity to date
Over the past eighteen months, COTIS has been working through the issues
relating to tape and latterly braille, aiming to achieve:
a. a working panel of users to grade material
b. a simple and useable categorisation of preferred elements within the
material.
Through peoples' experiences in using the now well established and recognised
COTIS Guidelines, a level of competency has been achieved, and today we have a
situation of service providers asking "How do we specify the COTIS
Standard when we commission recordings to be made on our behalf?"
During this time a list of essential qualities that should be inherent within transcribed material was drawn up across a variety of media. This process involved users, user organisations and transcription organisations.
Our User Panellists have gone through trials, on material constructed for the purpose, of agreeing what constitutes the unacceptable.
Currently the criteria lists are being weighted to identify a score rating required for material to be accredited.
Regarding:
a. Tape. This year we are using a questionnaire specially adapted for the concerns of Talking Newspaper readers to judge the annual TNAUK competition. (We would also like to gather visually impaired panellists together in advance of judging, if funding of £1,000 can be found.)
b. Braille. We are in discussion with UKABP - a major stakeholder organisation, consisting of users and producers - to support them in developing similar checklists of essential ingredients for braille documents.
c. Tactile Diagrams. We are scheduled to run a workshop at the National Centre for Tactile Diagrams (NCTD) conference in June, explaining what we have done so far in the area of tape and exploring what 'quality' might mean in the field of tactile diagrams.
6. What is COTIS' role and what support does it have?
First, we must make it clear that COTIS, in conjunction with UKABP, is merely leading the drive to set up a standard, not owning the whole process, nor the end result. Although as COTIS we feel well-equipped to develop the audio module, we are certainly only endeavouring to facilitate standards for the other media. The name of the final quality scheme should cover all media and be widely agreed - and then well promoted.
However, as the alternative format industry's co-ordinating bodies, with no vested interest as a group, COTIS and UKABP are well-placed to take this forward.
We have been fortunate in having representatives from the Federation of the Blind and NALSVI (National Association of Local Societies for the Visually Impaired) active on our committee, and are currently planning to attend as many gatherings of blind and partially sighted people as we can, to ensure that users know of the initiative and can help set the standards.
7. Are resources available?
7.1 Past pattern of COTIS finances
Over the years, COTIS accounts basically show an expenditure of £1500 - £2000 on committee meetings and administration, matched by income of a similar amount from subscriptions and the sale of guidelines.
£6000 received some years ago on the winding-up of the Audio Reading Trust (ART) gave us a comfortable buffer, but did not allow much room for any real action. Eighteen months ago, we had decided as a committee that the only way to make progress between meetings was to appoint an activist to carry forward our resolutions, if a suitable person could be found. By sublime serendipity, one of our then committee members, Colin Antwis of Fieldsman Trails, offered his services a few hours before we heard we were to receive another £20,000 via ART.
At our next committee meeting, confirmed at our 1999 AGM, we were then able to take the decision to spend this windfall on making progress on our long-held aim of setting up an accreditation system, and asked Colin Antwis to work for COTIS for at least one day a week until the money ran out. This will happen by about September of this year.
7.2 Cost of continuing the present momentum for the next 6 months
We currently estimate this to be roughly in the region of £7000 - £8000, with more needed to fund initiatives such as a group meeting of our visually impaired panellists. Within this timescale, we anticipate that the experience gained from the TNAUK competition and stakeholder meetings, will have enabled us to put together a business plan for phase two - a complete accreditation scheme.
The committee is actively looking for funding - suggestions (or donations!) very welcome.
8. Summary of COTIS case
by
Linda Pearce, COTIS committee member and COTIS representative on TNAUK Council
As you will have read in a previous article, an exciting opportunity has arisen for COTIS to work alongside TNAUK in running the TNAUK Newspaper of the Year and the Award of Excellence competitions. One of the aims of these competitions is to raise recording standards (a major aim of COTIS) by encouraging talking newspapers and magazines to critically appraise their own recordings, so that they produce the best they can, given their particular circumstances.
COTIS is to undertake the first round of judging of the competition, judging the 'user experience'. Its trained User Panellists will assess the recordings for reading quality, audio quality, identification, navigation and layout. The editorial content of those short-listed from this process will then be considered more closely.
Prizes will be offered for the best and highly commended in each competition. In addition, COTIS is offering a prize for the best entry in each of the four elements to be judged. Next year, it will offer a prize for the greatest improvement in a score over this year's entry.
As entries will be evaluated against the criteria for the UK's first transcription quality standard, they will have the chance to be one of the first organisations accredited. COTIS accreditation should be invaluable in promoting the excellence of an organisation.
1. Let us know what you think. The Accreditation Scheme is a major undertaking and our intention is that it will become the equivalent, in its field, of a Kite Mark or an ISO accreditation. It is vital, therefore, that we begin with a credible scheme. To help us achieve this, let us have your comments about the scheme so far.
2. Spread the word. Tell people about the Accreditation Scheme. Enlighten your customers - put an article about it in your publications, print, tape, braille etc, so that your customers can push producers to apply for accreditation.
3. Send us your 'standards'. You will all be working to a set of standards following good practice guidelines. Please send us a copy of them, so that we can assimilate the best of the good practice
Our last issue carried the text of the Copyright and Visual Impairment guidelines as formally agreed and published by the Publishers' Licensing Society. These Joint Industry guidelines allowed that a print text could be made available in other formats, subject to certain caveats. Though obviously very welcome, the guidelines were only voluntary and as such could not be relied upon, and public services (eg schools and libraries) in particular were reluctant to use them.
Thus RNIB was very pleased when Rachel Squire, MP, agreed to put forward similar proposals in the form of a private member's bill. If passed, this would essentially enshrine the guidelines in law. Thanks to government backing, the bill fared much better than is often the case with private members' bills, and was due for its Third Reading and Report Stage on 10 May. Sadly, other matters overran and the slot was lost. There is another chance on 21 June. If you are able to, do please let your MP know how important you think the passage of this Bill is.
For further information, contact David.Mann@rnib.org.uk Telephone: 028 9032 9373.
On 1 April 2001, the trading arm of Vision Support commenced operations in the production of transcribed media. A year later with nearly 40 members of staff and contacts with several major blue chip organisations, the trading activity has assisted in reversing the fortunes of the charity.
Now occupying the charity's former residence in Liverpool Road Chester, Vision Support Trading (VST) has very quickly emerged to become a specialist in the production of bills and statements in alternative formats. VST produce hundreds of gas and electricity bills and bank/credit card statements daily, along with associated marketing literature and leaflets.
Operations Manager, Marian Davis, puts their success down to producing high quality user friendly formats with a guaranteed two day turnaround. She says "End users want their bills and statements at the same time as the printed version … Vision Support Trading can offer that … why wait 6 weeks for your telecom bill?"
VST are very keen to see minimum industry standards, not only for the production of alternative media, but for the timely turnaround of correspondence such as bills and statements. This commitment to shaping industry standards coupled with end user focus makes VST a driving force within the transcription market.
In order to meet the market demand, VST have developed strategies not only to manage the continued growth, but to embrace new opportunities within the market. Consequently, the forthcoming financial year will see more investment in both human and technological resources to maintain the high quality services offered, and to further meet the needs of an expanding customer base. So with a growing workforce and a forward outlook matched with an increase in market demand, the future again looks bright for Vision Support.
Vision Support Trading Ltd is the social enterprise arm of Vision Support - a registered charity providing support services to individuals with a visual impairment across Cheshire and North Wales.
For more information contact Marian Davis or Mark Roberts on 01244 651900, e-mail: transcription@visionsupport.org.uk or visit www.visionsupport.org.uk
by Linda Pearce, Editor
On Track brings to your attention details about equipment, materials and services that COTIS feels will be of interest to you. Please note that this is for your information only. COTIS is not endorsing them or making any recommendations. Equally, reviews are personal comments by the writers of the articles.
If you would like to submit an article, send details of any forthcoming events which may be of interest to COTIS members, or take advertising space, all text or art work should be received in the COTIS Project Office in Tarporley at the latest by:
29 April for May's issue,
13 September for October's issue and
02 January for January's issue.
Advertising Costs: ¼ page £30; ½ page £55; full page £110. 10% discount to COTIS members.
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material to be obtained from
The COTIS Secretary, Project Office, 67 High Street, Tarporley,
Cheshire, CW6 0DP, tel: 01829-733351 (answerphone), or Email:
ontrack@cotis.org.uk .
or from the On Track editor.
COTIS, Project Office, 67 High Street, Tarporley, Cheshire, CW6 0DP, United Kingdom.
Telephone: +44 (0)1829 733351
Email: administrator@cotis.org.uk
COTIS President: Sir John A. Wall - Charity Number 299024
COTIS Web Site last updated 24th June 2005