1. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Presentation to: European Emergency Number Association Brussels, 6 th &7 th June 2007 Ian.knibbs@languageline.co.uk

2. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services: Agenda Company Overview Telephone Interpreting –Languages, Technology Infrastructure –Interpreters –How It Works Telephone Use in Emergency Situations Translations Services Summary

3. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services: Company Overview 25 + years experience: Telephone Interpreting & Translation Services Largest Global provider of Telephone Interpreting 170+ languages available. Average connection time to a professional interpreter <1 minute. 2,600+ scheduled Interpreters Interpreter availability 98.9%, 24/7/365 15,000 clients, 20 countries, millions of calls/year. Emergency Services: Ambulance, Fire, Police, International Security Firms Commercial Telecoms, Finance & Insurance, Pharmaceuticals/Biotech, IT Risk Management Processes. Volume Surge Team for Crisis Management (9/11, 7/7) £Multi-million w/w insurance to cover all aspects of service Multiple call centres ensures world-class Disaster Recovery

4. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Acholi Afrikaans Akan Albanian Amharic Arabic Armenian Assyrian Azerbaijani Bahnar Bambara Basque Belorussian Bengali Berber Bosnian Bulgarian Burmese Cakchique Cantonese Catalan Chaldean Chao-Chow Chavacano Cherokee Croatian Czech Dakota Danish Dari Dinka Dutch Estonian Ewe Farsi Fijian Finnish Flemish French Canadian French Fukienese Fula Fuzhou Ga Gaddang Gaelic Georgian German Greek Gujarati Haitian Creole Hakka Hausa Hebrew Hindi Hmong Hubei Hungarian Hunanese Ibanag Ibo Icelandic Igbo Ilocano Indonesian Italian Jakartanese Japanese Jarai Javanese Kanjobal Kashmiri Khmer (Cambodian) Korean Krio Kurdish Kurmanji Lakota Laotian Latvian Lingala Lithuanian Luganda Luxembourgeois Macedonian Malay Malagasy Malayalam Maltese Mandarin Mandinka Mankon Marathi Mien Mixteco Mongolian Navajo Neapolitan Nepali Pidgin English Norwegian Nuer Oromo Pampangan Pangasinan Papiamento Pashto Pidgin English Polish Portuguese Portuguese Creole Punjabi Rhade Romanian Russian Samoan Sango Serbian Shanghai Sicilian Sinhalese Sindhi Slovak Slovenian Somali Sorani Spanish Swahili Swedish Szechuan Tagalog Taiwanese Tamil Telugu Thai Tibetan Tigre Tigrinya Toishanese Tongan Toucouleur Tshiluba Turkish Ukrainian Urdu Vietnamese Visayan Welsh Wolof Yiddish Yoruba Yupik 170 Languages as standard

5. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services Global Network

6. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Technical Specification: Disaster Recovery capability UK base in Canary Wharf, London Multiple connections to local power stations N+1 Power Generators N+1 UPS (Uninterruptible Power Supply) Multi-site call flow 8 internationally distributed state of the art call centres. Multiple critical service components including; Fibre Access facilities. Optical and T1/T3/E1 multiplexers. PBX architecture.IVR platforms. CTI, SUN / Oracle databases. (Oracle Recovery Mgr). CISCO 2751 Modular Routers & AIM-2 Compression. Business Continuity Plan. Dedicated Volume Surge Team. Full time IT team of 30 personnel

7. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Rigorous screening and recruiting process –Ensures high quality interpreters –Only 1 out of every 15 applicants are selected Our interpreters must demonstrate competency and skills in: –Language proficiency in both native and non-native language –Strong understanding of the culture of both languages –Interpreter skills in an OPI environment –Understanding of industry terminology –Memory and note-taking skills –Customer service skills Language Line Services: Interpreter Quality

8. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Continuous monitoring –Dedicated Quality Assurance Department to ensure on-going interpreter feedback –Service observations and a tracking form are used to record, track and monitor results Continuous Training –On-going training is core to our Interpreter Quality Program –Customer Service and Industry training are provided LLS Interpretation Quality Recognized –Have established standards guide to language interpretation –LLS is the only organization that meets the standards Language Line Services: Interpreter Quality

9. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services: Protecting Confidential Data All Interpreters are required to sign a Confidentiality and Non-Disclosure Agreement as an employment prerequisite Each Interpreter must adhere to a strict Code of Ethics –Code of Ethics shall limit the Interpreter to only interpreting and they shall not give advise or express opinion –Call confidentiality and information gained during a call shall not be communicated, published or in any way divulged This, among other things, ensures that LLS meets the confidentiality requirements of all major International legal standards.

10. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Enables access for entire population Tourists Business Travelers Domestic non-nationals Increases speed of emergency investigations Improves emergency staff efficiency in crisis Call operators Medical/police/emergency advisors Increases relevant emergency response Reduces automatic “blue-light” call outs. Member of public LLS Interpreter Emergency Service Telephone Interpreting Use in Emergency Services

11. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services: Dual Handset Telephones  Hygienic – both parties have a personal handset, safeguarding against contagions potentially spread through sharing a single handset.  Secure – sensitive information can be shared confidentially, without using a speakerphone.  Simple – LLS access number is programmed into the phone, making it easier than ever to get an interpreter.  Speed – no need to pass a handset back and forth between you and the non- English speaker.  Efficient – works as a standard phone and doesn’t take up additional desk space or lines.

12. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Telephone Interpreting Service Standard Call Process Call 0845 310 9900 easy access number. 4 Questions; 1.What is your ID number? 2.What language please? 3.What is your organisation name? 4.What is your personal code?

13. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services: Pay as You go Interpreting Language Line works with government agencies and businesses bringing users of Language Services to our website.

14. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services Written Translations Definition: The process of taking the written word of one language (source) and putting it accurately and succinctly into one or more languages (target). Aim: To clearly convey the meaning of the original text, read smoothly in the target language and be free from spelling and grammatical errors.

15. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Documentation Translation Website Localisation and Content Management Multilingual Desktop Publishing Audio Recording/Subtitling/Dubbing/Captioning Audio/Video Post Production Marketing Communications/Ad Campaigns E-mail Communications Braille & Transcriptions Our Services

16. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Pitfalls! “We take your bags and send them in all directions” Sign at Airline Ticket Office in Copenhagen “Teeth extracted by latest methodists” Sign in a dentists office in Hong Kong “Stop – Drive Sideways” Diversion sign in Kyushi, Japan “Drop your pants here for best results” Sign in dry-cleaning store in Thailand

17. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk LLS Approach to Translation  Our commitment to quality  Security and convenience  Track record  Our complete Language Solution offering

18. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services Translations  Emergency Services: International Helpdesks Police Fire and Rescue  Health Services: Hospitals, Pharmaceutical  Utilities  Financial Services  IT/Helpdesks

19. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Language Line Services Translations How We Do It Professionally Qualified Linguists, Not Machine Processed Minimum LLS Requirements –Degree/Masters in Translations Studies –Proven 3 years Translations Experience –Membership of Institute of Translations or Institute of Linguistics –Bound Codes of Ethics & Confidentiality –Only 8% Candidates are selected Expert Knowledge of Language Specific Software Industry Specific (e.g. Health, Finance, Legal, Marketing) Translate into Native Language - Cultural Match

20. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk Project Management One point of contact for your project Discuss Brief & Takes Ownership for Delivery Quality Control (ISO 9001:2000) Manage Translators & Process Timely delivery

21. © 2007 Language Line Services Confidential Information w w w. L a n g u a g e l i n e. c o.uk