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Choosing a service provider: a political issue

avril 11, 2012/dans Fairblog @en/par yann

We’re in an economic crisis. Translators knew this already since the price of translation has not increased in the last five years (it has even decreased these last two years).

However, we can’t place all the blame for this contraction in the market on translation agencies. There are others responsible in far higher places.

Fairtrad has submitted over ten quotations during the last twelve months to ministries in France and Italy, to embassies and NGOs, at an average rate of €0.15/ per source word (including pdf>doc conversion, translation and proofreading), and has never been accepted. These institutions have an obligation of transparency and must therefore divulge the winning bid to the service providers consulted. It appears that the average sale price from agency to institution is €0.10 per source word, which means that the translator was paid €0.05 per word and the proofreader €0.02 (blame quickly shifting to “translators » who accept such conditions).

Now, I can understand that the first instinct of your everyday private company director will be to always get the lowest price (even if it means explaining to them that they don’t know how to buy their translations properly).

However, I am outraged at this type of reasoning when it comes to a public organisation.

How can the Ministry for Ecology or the United Nations – to mention but two – choose the lowest bidder without regard for the service provider’s working conditions?

If even those who should be promoting high quality work performed in dignified conditions, who should be helping small companies and promoting sustainable development, base their choice on rates alone, I don’t see how we can defend our case with other market players. Selecting a service provider is not just an economic choice, but also a political one: if I offer you a pair of shoes costing 10 euros, you can imagine that the factory which manufactures them exploits its workers and does not comply with anti-pollution standards. And your opponents would be right to point their finger at you for being morally reprehensible.

So why should a translation agency which sells translations at 0.08 per word be considered as honest as a competitor selling at double the price? Why this bad faith prompting people to believe it is the more costly trying to rip you off, and not the other way round?

I find it inacceptable that “decision-makers” working in public companies and NGOs do not take into account elements such as social and environmental responsibility, transparency or quality when they purchase their translations. It really is the last straw to think that our profession is scorned by the very people who are supposed to help develop the most endangered of causes.

I therefore appeal to these decision-makers: seeking economies of scale in the sale of intellectual services is simply immoral – the raw materials involved are real men and women. You hadn’t thought it through? Fairtrad has opened your eyes. Take action accordingly.

A fair translation agency

mars 7, 2012/dans Fairblog @en/par yann

When I founded Fairtrad at the beginning of 2010, my aim was to apply to the translation industry the ethical and social principles which would enable every linguist to earn a decent living, without ever speculating on their work, offering high-quality services whereby all parties – from the customer to the service provider – were respected and satisfied. I could already see the posters up, bearing the image of a beaming, fulfilled linguist: “Thanks to Fairtrad, this translator was able to take her family away on holiday”.

However, when I began to take a closer look at the concept of fair and socially-responsible trade, I found that there were some limitations:

a) Fair trade, by definition, only covers the sale of goods, not services;

b) Socially-responsible companies are required to have employees, for it is on the basis of their social support and integration policies that they are declared ‘socially-responsible’ (as per Article L 443-3-1 of the French Labour Code).

Consequently, a translation agency that works with a network of independent service providers cannot claim the official labels of either “fair” or “socially-responsible”.

There remains nevertheless the concept of ethical trade which endeavours to bring social and environmental improvements to the existing international trade arena. However, it is mainly in reference to the social responsibility of large companies (through the application of a code of conduct) that this term is used.

I can therefore but take inspiration from these definitions and apply their basic principles at every possible opportunity; however I cannot claim any official recognition for my commitment. I am just a small player in the free market, working with other independent market players, which does pose a major problem in terms of communication. While Fairtrad’s service providers are able to evaluate the agency’s ethical conduct, the customer has no guarantee.

The translation market also harbours many divides between service providers, companies, training bodies, professional associations and multinational groups. These different stakeholders often have contrasting interests and very different – sometimes opposing – visions of the market. None of which helps when you want to apply a definition of “ethical translation”.

So, here is what Fairtrad has put into place to date:

Principles of ethical trade:

Promoting a form of exchange designed to achieve equity, especially in terms of pricing (see an interesting article by Maurice Décaillot on this topic, in French).

Developing good working conditions for service providers (calculating workload on an average maximum productivity level of 2,000 words per day for translators and maximum 6-hour working days for interpreters; applying a minimum rate; not including bank holidays in the calculation of delivery deadlines)

Social responsibility policy: Fairtrad is a member of the 1 % for the planet association whose members donate 1% of their turnover to non-profit organisations. This year, Fairtrad is supporting the GOVIIN KHULAN association.

Non-discrimination between men and women, or people of different origins and religions (pretty easy to do to be honest, but who knows, I could have been born narrow-minded).

Principles of fair trade:

Transparency and credibility: Fairtrad manages each project in total transparency and communicates to the customer, upon request, how much each translator working on the project is paid and their contact details, or vice versa, communicates to the linguist how much commission was taken. This is done to underline the fact that the services offered by an agency do add real value for the linguist and customer – not just mere business intermediation.

Individual ability: Fair trade is a means to developing producer autonomy. Fairtrad values its linguists for their professional and personal qualities and defends their interests during negotiations with customers. We do not ditch our best service providers for the first alternative linguist prepared to accept lower rates.

Paying a fair price: A fair price within a local or regional context is agreed upon through dialogue and consultation. The service provider and the customer are provided with all elements necessary to make this decision.

Principles of sustainable trade:

The translation business is amongst one of the least polluting there is: we only need a computer, telephone and Internet connection. Most translators work from home: they hence do not use transportation and use just about the same energy as anyone else to keep warm. We print very few documents – proofreading and revision are now done using split screen display (except for legal translators whose lawyer clients love illegible PDFs or sworn translators who have to print their translations for certification purposes). True, interpreters do travel sometimes, but one usually calls upon interpreters available locally.

In my personal case, I share an office with other business operators, located exactly 550 metres from my front door. I use refillable ink cartridges; I do not print much and if I do, always double-sided; my computer, screen and printer are all low energy (Energy Star labelled); and I recycle waste at work.

The biggest concern is using the Web. Internet research pollutes too (as explained by Greenpeace in their report on the environmental dangers of the Cloud), but this research is also the basis of our profession. Fairtrad has opted for environmentally-friendly hosting of its website, implemented by the wonderful Internet technician and ecologist Yann Boulègue. I hope that Google et al. will soon begin using renewable sources of energy for their servers, but until then I have found no other solution.

I am sure that – like me – many founders of VSEs manage their companies in an ethical and sustainable manner and that they feel very much alone in this ruthless world of the unscrupulous lowest bidder and large companies who monopolise the market.

Idealist friends, I urge all those who believe in a better world not to lose heart nor yield to the temptation of alignment and conformity: one day we shall meet. And we will found a cult 🙂

A short guide to customer relations for translators

janvier 31, 2012/dans Fairblog @en/par yann

Be polite and constructive

When someone offers you work, always reply politely. Even if your client has already decided to pay you below humanly-acceptable rates, do not reply in an insulting manner. Firstly, the person contacting you probably has no idea of rates normally charged or the time it takes to translate 2,500 words. Secondly, the person is not in charge of the company budget: management of outsourced translations is often entrusted to people who do not know anything about the translation industry. Use it as an educational opportunity; explain why such a rate – or such a deadline – is not realistic. Offer solutions (which will also help you to find out more about the company’s needs and translation projects). Use some examples. You may not end up working together this time, but you may find that once the company has done the rounds and experienced bad translations (you always get what you pay for: bad pay = bad translations), they’ll come back to you. Your email will also help the person explain to his/her manager why they can’t find a good quality translator to work at the rates offered. Perhaps they will get back in contact with you during allocation of the following quarter’s budget, when the client has understood that yes, even for translation, you need to find out about rates BEFORE deciding on budget.

Do not haggle

You’ve decided on your rate per word on the basis of how difficult the text is and on your production time (an estimate of the amount you wish to earn per month divided by the average number of words you feel able to translate per day, plus a percentage to cover risks of periods of inactivity and training expenses). You’ve taken a long time to deliberate this decision; you have a precise idea of the value of your work and of the conditions which will enable you to deliver a good quality translation. This means that you can accept to lower your rate by one or two (even three) centimes or pence if the project or client interests you – or if your fridge has been empty for several weeks… Personally, when translators begin a telephone conversation asking 0.30 per word because “translation is an art” and finish by accepting to work at a third of the initial rate “if there’s a lot of work”, I don’t take them on. The fact is if you lower your rates so radically, it means you are going to have to work faster, or provide lower quality, or both… or that you have no concept of your professional worth. What is more, we all know that working on a large-volume project at slashed rates is the best way to miss out on the chance to work on projects at more interesting rates; you can’t provide satisfactory work for several clients at the same time. Another common mistake is to offer really low rates to win a new client, telling yourself that you will gradually increase them once the client has been ‘snared’ in your net. Think again: if you start at 0.06 euros instead of 0.14, you’ll be charging 0.06 for years. The only effect obtained will be demonstrating to your clients that they will be able to find the same rate elsewhere once yours get too expensive. Decide on a rate and don’t budge too far from it. If your decision has been made knowingly and you are sure of yourself, you will find work at the rates you want to be paid. Or you’ll end up a trilingual executive assistant, but without having to be ashamed of your salary.

Endeavour to come across as intelligent

Normally, besides having an excellent general knowledge base, a translator should be intelligent and thorough. Read your e-mails through to the end, show that you have understood instructions and follow them (deadlines, format, glossaries, constraints, etc.). Try and find the answer yourself before bothering your client: there is nothing more annoying and nerve-racking (because it makes you doubt the contracted linguist’s abilities) than finding the answer to a translator’s question in five minutes browsing on Wikipedia. Before asking your client a terminological question, make sure it really is specific and that you’ve contacted all your friends and contacts first to find a solution. You should generally provide at least one or two suggestions, or at least be able to explain the research initiatives taken and why you haven’t been able to find the incriminating word. Let me just say as a reminder that you are supposed to only accept translation work in your speciality fields, that’s why we pay you high rates.

However, if you notice incoherencies in the text, ask the client to shed some light: it shows that you understand what you are translating, and you also give your clients the opportunity to correct their initial document.

Be magicians

A poor source text is no excuse for handing in a poor translation. A good translator – like Midas – will turn crap into gold, or more poetically, knows how to read through the lines and infer the client’s real intentions to create a text which enhances and values the original concept, no matter how trivial or bizarre. You can also detail the difficulties encountered to explain your stylistic choices. However, we all know that you can’t tell the author of a text just how bad you think it is. Just take it as a personal “opportunity to excel”.

Be efficient and reassuring

Always confirm receipt of documents or e-mails by sending a quick reply. Keep your clients informed of your progress and let them know you have taken note of the most recent information (for complex projects). But above all, inform of any potential delays in delivery as soon as possible, so that your clients can organise their own schedule. Ask questions during the translation (the best thing is to ask them after the first draft, sometimes you find a term when looking for another) and not when you deliver the “final” translation. Show that you are focused on the job and that you are taking care of everything. And more than anything, don’t be a complainer. No one likes working with a grump.

Be professional to the very end

Don’t send your invoice at the same time as the translation: leave time for your clients to judge the quality of your work and ask you any questions, or request any modifications needed. A little humility and graciousness goes a long way. Presentation is also important: don’t send invoices in Excel or Word format. An invoice is an official, non-editable document so send as a PDF (have the grace not to scan in handwritten invoices either: a translator should generally know how to use a computer). Also be careful not to make spelling mistakes in invoices and do include all mandatory information. Don’t forget that each invoice should have a unique reference number which follows a chronological order.

And finally, a little word of thanks when you receive payment of your invoice is always welcome. Also think to let your client know when you are satisfied: who knows, your client may take a leaf out of your book for once and decide to tell you just how happy (s)he is to be working with you.

I’m not scared!

octobre 7, 2011/dans Fairblog @en/par yann

This post is available in French only.

The advantages of a small agency (2)

octobre 5, 2011/dans Fairblog @en, Why Fairtrad ?/par yann

At Fairtrad, we know each and every one of our translators.

We know off by heart who is more gifted in promotional writing and who is an ace at technical or financial translation. We also know each translator’s flaws, which helps us to adapt projects to customers AND translators.

We only have one contact person between the customer and linguists; information is transparent and relayed immediately. The customer knows from the very outset how the project will be managed and he or she accepts the delivery conditions knowingly. Will it require working the weekend, working overnight, several translators on the job? What will be the consequence on cost and quality? Is the linguist assigned to this customer available to work on the project? How can we better organise together next time round? What is this translation’s final destination? Is it for informational purposes, internal communication or publication?

We take the time to explain and reply to everyone, and we don’t think that the customer will be offended if we ask questions to better understand the text and his or her expectations. Normally, the text to be translated is also returned to the customer corrected because we are committed to noting any errors, incoherencies or misprints, and bringing them to attention. We care about our customer’s image, and when you care, you point out any shortcomings so that a person can improve. Personally, when a project includes one of my language combinations, I translate some of the documents myself: this allows me to build up a glossary and get a feel for the style, difficulties, time required and important details. I proofread everything a third time. I know the customer’s story, terminology and style of communication off by heart.

Fairtrad is a small agency. We have fewer customers than a large agency, but we have the time to give them special treatment.

Why are interpreters so expensive?

octobre 5, 2011/dans Fairblog @en, How does it work?, Interpreting/par yann

A question I’m asked several times a week.

That’s why I keep several ready-to-use answers up my sleeve:

– An interpreter works as a self-employed professional; he or she pays both company taxes and employee taxes which means that half his or her income is allocated to tax (the same goes for translators).

– Like all freelancers, interpreters are never sure of having daily work, so their rates are based on an average of days worked per year. Just compare with an external consultant, graphic designer or IT specialist… self-employed professionals cost more than salaried employees, it’s normal.

– Any assignment, even if only a few hours long, requires at least one day’s preparation (researching specific documentation and terminology, calls and meetings with the client) and travel time (incurring “travel allowance”, at extra cost if the interpreter has to travel the day before the assignment). That’s why interpreters only apply a rate per day and not an hourly rate: the effort required is the same for 3 hours worth of interpreting as it is for 6 hours.

– Interpreting is a very tiring profession which does not tolerate any decline in quality or vitality. It requires great concentration and rest times between interventions and assignments to maintain the voice and keep responsive. That’s why interpreters are fussy about planning. What time is lunch? What time are toilet breaks and coffee breaks? How many breaks are there? How many speakers are there? Interpreters can be quite tiring, but that’s because we tire them out too.

– Specialisation (the fact that they cannot be replaced by the first person who comes along) costs money. Interpreters study for many years, keep constantly up to date and informed on their specialisations, and exercise their interpreting skills even when not working. Often, interpreters will add new language combinations to their skill base and continue training throughout their career. Unfortunately for them, they still need to put food on the table when busy training and not working…

To round off this list, I call upon you – my colleagues. Please comment and let us know your experiences, what your working day involves and your response strategy when clients think you are overpriced!

Latest News

A short guide to customer relations for translators

I’m not scared!

The advantages of a small agency (2)

Why are interpreters so expensive?

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