Category: Blog

Can ChatGPT Interpret Legal Documents Effectively? Exploring AI’s Role in Legal Language Services

Posted on by Piedmont Global Marketing

Do you use generative AI at work? If you don’t, you’re no longer in the majority. A 2024 Glassdoor survey found that 62 percent of 5,000 surveyed professionals use ChatGPT or other generative AI tools at work, up from 43 percent in 2023. 

Although the technology still has a long way to go, tools like ChatGPT are gaining momentum as de-facto assistants for everyday office tasks. Need help with drafting an email reply? Want to read the key takeaways rather than an entire meeting transcript? Can’t think of a good synonym? ChatGPT is a handy helper in plenty of cases, especially for low-stakes, repeatable work products that are easy to fact-check. 

When working on a multilingual legal case, one frequent process that might benefit from generative AI’s impressive speed and capacity is legal document translation. Partners and paralegals alike are asking the question: can I use ChatGPT to interpret legal documents? 

It depends on what you mean by interpret. Your firm’s privacy and AI policies may (or may not) allow the use of ChatGPT to summarize content for legal briefs, decks, or emails. If, however, you’re wondering whether you should use ChatGPT to translate content from one language to another, the short answer is: don’t. Instead, you should leverage a large language model (LLM) built for legal language service needs (and supervised by an expert linguist). 

Let’s explore the best ways to leverage AI-powered translation in the legal field, including strategies that ensure accuracy, protect confidential data, and help you enhance client service.

 

Using ChatGPT to Translate Legal Documents: Do’s and Don’ts

There are appropriate use cases for ChatGPT, and there are others that should be avoided at all costs. Where should you draw the line? 

ChatGPT works well if you’re generating summaries and key points or hunting for additional research sources. Be careful, though — “hallucination” describes the phenomenon in which AI chatbots provide incorrect answers or invent facts. Generative AI has even been reported to fabricate legal cases that do not exist. How or why this phenomenon occurs is not well understood, making independent verification a core practice when evaluating a chatbot’s output. 

It stands to reason when approaching tasks that require additional nuance, specificity, or precision, ChatGPT should probably be avoided. You might be analyzing financial performance reports for an international business acquisition, reviewing paperwork for a citizenship application, or preparing to petition for an international adoption. As a rule, when the content is material to a case, translation should never be handled by a tool like ChatGPT.  

That doesn’t mean you should write off AI entirely. Just because ChatGPT is one of the most familiar, accessible chatbots doesn’t mean it’s your only option. Specialized LLMs can be a boon to efficiency, especially when translating large volumes of content under the supervision of expert linguists.

 

Benefits and Challenges of AI in Legal Document Translation

Using AI for legal document translation offers several key benefits. Law firms stand to increase both the velocity and efficiency of the translation process when using an LLM. The downstream effects can lead to increased team bandwidth for client and case management. 

But on the other hand, using AI for legal document translation can also create more problems than it solves. For example, ChatGPT does not guarantee translation accuracy. If you do not have a dedicated linguist on staff to verify the content, you could end up making decisions based on mistranslated information, which could compromise case outcomes. 

A second risk factor you might not consider is related to privacy, ethics, and compliance. At the time of publishing this blog post, the free version of ChatGPT uses inputs to train its model. Confidential client, case, or company information should not be shared with online tools outside your firm’s secure IT ecosystem unless expressly permitted. 

Finally, using AI for translation can present conflicts with intellectual property issues. Since large language models are trained on a variety of inputs, which can include copyrighted materials, it is important that any translations are independently verified to ensure there is no infringement on intellectual property, especially when filing for trademarks. 

 

How to Use AI to Translate Legal Documents

Due to the complexity and nuance of language, cultural differences, and context, translations powered by generative AI must be supervised and post-edited by expert linguists. AI tools must be a complement to, rather than a replacement for, skilled legal translators and interpreters. 

Human-supervised, generative AI-initiated translation can represent the best of both worlds as a scalable, high-tech process with a human guarantee. 

Rather than using ChatGPT to interpret legal documents, legal firms can enjoy the benefits of AI and avoid its predictable risks by partnering with a tech-enabled language services provider (LSP). Why?  

  • An expert LSP will use a legal-industry-trained LLM, ensuring a more precise and consistent translated product. 
  • An LSP with a legal industry background offers project management expertise that aligns with your case workflows and can execute on large volumes of content. 
  • An LSP’s team of linguistic experts post-edit and certify the accuracy of all LLM-initiated translations. They also develop a translation memory that helps to increase speed, consistency, and accuracy over time. 
  • Your LSP contract will ensure compliance with client confidentiality obligations. 

 

Partner with PGLS for Expert-Led, AI-Enabled Legal Document Translation

When it comes to professional-grade legal translation, ChatGPT leaves much to be desired. Instead, pairing linguist supervision and industry-specific models will help you reap the benefits of this emerging technology. This way, you can focus on serving your clients’ best interests. 

Piedmont Global aligns linguistic expertise with cutting-edge technology to elevate our service offering to the legal industry. Our team of expert linguists leverages industry-leading large language models to increase the velocity and precision of high-volume legal translation projects. Contact us to learn more about our services for legal firms. 

Why Legal Interpreters Are Essential for Fair and Accurate Trials

Posted on by Piedmont Global Marketing

As American demographics continue to trend towards multilingualism, is the legal system equipped to conduct fair and accurate trials for all? According to the U.S. Census, eight percent of the total U.S. population reported to speak English “less than very well.” Over 67.8 million said they speak a language other than English at home, a number that tripled between 1980 and 2019. 

Language barriers are not new to the U.S. court system, but these numbers ought to correspond to an increase in demand for legal interpretation services. For example, forty-five percent of California’s population spoke a language other than English at home in 2021, up from thirty-nine percent in 2000. California’s superior courts counted 4.4 million interpretations between 2014 and 2018. 

By ensuring all parties fully understand the proceedings, legal interpreters help the courts to fulfill obligations related to Title VI of the Civil Rights Act and Title II of the Americans with Disabilities Act (ADA). Their work also supports justice, equity, and fairness and can help avoid preventable errors resulting in mistrials or wrongful convictions.  

Which laws mandate the presence of a legal interpreter, and under what circumstances is one provided by the courts? What is at stake if a person with limited English proficiency (LEP) does not have access to legal interpretation? This blog post will explore the importance of legal interpreters in trials, justice, and fairness in the United States.

 

What Is a Legal Interpreter?

A legal interpreter helps people with limited English proficiency to communicate during trials, depositions, witness testimonies, and with their counselors. As specialized professionals, legal interpreters receive training that verifies their skills and fluency, with an emphasis on legal terminology and processes. 

Legal interpreters do not give legal advice, and all information shared with them is supposed to remain confidential. Legal interpreters do not summarize, answer questions, or explain what a lawyer, client, judge, or another person’s words might mean. Rather, their role is to relay information exactly as it was stated, working as a neutral intermediary on behalf of the LEP individual and the legal system.

 

Are Legal Interpreters Required by Law?

In short, legal interpreters are sometimes required to be present by law. However, whether a legal interpreter is contracted by the court or by the LEP individual depends on the type of case. 

In criminal cases where the defendant is not fluent in English, their counselor can petition the court to furnish a legal interpreter. More often than not, the judge will acknowledge that the court is obligated to provide one. 

In civil cases, depending on the jurisdiction, the court may not be required to provide a legal interpreter. Instead, private citizens are responsible for sourcing their own, often with the assistance of their legal counsel. In such cases, it is possible the judge will not permit a civil case to proceed until a qualified legal interpreter is present, as it is difficult to imagine a communication barrier would allow for a fair outcome. 

 

The Importance of Legal Interpreters in Trials

The importance of legal interpreters in trials, depositions, legal consultations, and other interactions with the United States legal system cannot be understated. In the broadest sense, ensuring full and equal participation in civic life is a linchpin of a free, democratic society. From a more focused perspective, law firms may consider the role legal interpreters play in improving communication, which can be a boon to client satisfaction and case outcomes. 

The impact of legal interpreters can be summarized into three key themes: compliance, ethics, and accuracy.

 

Legal Interpreters Fulfill Compliance Obligations

As recently as 2010, the Supreme Court of Georgia ruled that legal interpreters must be provided for criminal defendants with limited English proficiency. In Ling v. State of Georgia, the court held that: 

 “[…] one who cannot communicate effectively in English may be effectively incompetent to proceed in a criminal matter and rendered effectively absent at trial if no interpreter is provided.” 

The court’s ruling was based on the U.S. Constitution’s requirement of due process under the Fifth and Fourteenth Amendments. 

Title IV of the Civil Rights Act also establishes legal anti-discrimination protection by national origin, which has been interpreted to include linguistic variances. For example, if an individual is mandated to appear in court for a criminal proceeding and does not speak English fluently, providing access to a legal interpreter fulfills Title IV requirements.  

If an individual is Deaf or has a disability that impedes communication, an ASL interpreter or other accommodations are required per Title II of the Americans with Disabilities Act. Disability accommodations are an ADA requirement in both criminal and civil cases.

 

Language Access Is a Matter of Ethics

Communication barriers and cultural misunderstandings can lead to unjust outcomes in the criminal justice system, making language access and legal interpretation a matter of ethics.  

For example, if the court is not mandated to provide interpretation services (or, in many cases opts not to), judges sometimes allow a family member to stand in as an interpreter for an LEP individual. This practice is known as an “ad hoc permitted interpreter,” and experts say this practice presents several issues. 

A multilingual person may support their LEP family member by interpreting everyday interactions, but unless an ad hoc interpreter has legal training, they are unlikely to have an adequate skill set to provide clear, accurate interpretations. The vocabulary is technical, and mistakes can lead to significant consequences. Also, untrained interpreters may not understand they should not summarize or omit details. If they do, the LEP individual could miss out on learning key information related to their case. 

An ad hoc interpreter might seem appealing to an LEP individual, whether to save money or to provide familiar comfort in a stressful environment. The unintended consequences of imprecise interpretation could be even costlier. If the facts are presented to a judge incorrectly, or if the LEP individual does not understand their options, they could face more severe consequences.  

This does not mean all court-provided interpreters are perfect. In one case, a Spanish-speaking man in court for a traffic violation received an incorrect interpretation implying he committed a much more serious crime. As a result, he confessed to the traffic violation, seemingly to defend himself against the other nonexistent criminal charge. 

From an ethical standpoint, language barriers put LEP individuals at risk. Navigating the legal system without high-quality legal interpretation services may lead to more adverse outcomes compared to an English-speaking individual facing the same charges. 

 

Legal Interpreters Help Prevent Costly Errors

Language access not only supports equity for LEP individuals. It also can avoid errors that may lead to mistrials, appeals to correct unjust outcomes, and other costs to taxpayers. 

In 2012, a Minnesota county settled a lawsuit for $230,000 after a Deaf man was denied access to an ASL interpreter or TTY device while detained for three days in jail. There are also numerous instances of mistrials where the judge has thrown out a case due to incorrect information being relayed to a jury through incorrect interpretation.  

Wrongful convictions or mistreatment due to communication barriers can engender mistrust in the legal system among disabled communities and multilingual communities. Mistrials resulting from poorly rendered interpretations lead to justice not being served on behalf of victims. The effects of these preventable errors can adversely affect communities for generations. 

 

Providing Multilingual Legal Interpreters for Complex Cases

Complex cases can be emotionally charged, informationally dense, and overwhelming in a number of ways. Introduce a language barrier, and the difficulty is multiplied for an LEP individual involved with the legal system.  

Legal interpreters offer a much-needed source of impartial communication, which is especially important in complex cases. They ensure an LEP individual receives information exactly as it is stated, even if the content is nuanced and complex. They also ensure the LEP individual’s statements are conveyed exactly as delivered, whether to a judge, jury, on the stand, during a deposition, or in conversations with their lawyer.

 

Contracting Legal Interpretation Services for Law Firms

Law firms that source high-quality legal interpretation for clients are not only positioning themselves for the best possible case outcomes. They are also upholding a strong code of ethics, setting an example for the United States legal system to better support the needs and rights of individuals with language barriers or disabilities. 

If you are seeking interpretation services for law firms, PGLS can provide expert legal interpreters for over 200 languages and regional varieties, including certified legal interpreters for court cases. Our team of experts, including multilingual legal interpreters and ASL interpreters, will help you go beyond compliance obligations to improve client communication, increase client satisfaction, and reinforce your case strategy. 

Contact us to learn more about legal interpretation services for law firms. 

Video Interpreter Services to Improve Patient Care: Best Practices for Healthcare Providers

Posted on by Piedmont Global Marketing

Effective communication is the essence of healthcare, and it is easily facilitated when the needs of a patient are clearly understood. This can be highly compromised whenever a language barrier between the two parties is at play. It can lead to miscommunication, dissatisfaction, and even adverse health events. Video interpreter services bridge these gaps in communication and ensure that patients are not denied needed care simply because of a language barrier. It is increasingly critical for healthcare providers and administrators to understand how to best position and take advantage of these services. 

Below, we will focus on how healthcare organizations can choose, implement, and optimize those services to better meet the needs of today’s increasingly diverse patient populations. 

 

Understanding Video Interpreter Services in Healthcare

Video interpreter services, or Video Remote Interpreting (VRI) services, provide real-time language support through the use of video technology. This allows healthcare professionals to communicate effectively with patients who have poor proficiency in the predominant language spoken within the care environment. Such services merge accessibility via telecommunication technology with the competencies of certified interpreters. They add a key visual element that is often critical for understanding conversational nuances, and for complete and accurate communication. 

 

Key Benefits of Video Interpreter Services / VRI Services

  • Improved Patient Outcomes: Clear communication is associated with improved understanding of the patient’s medical condition, compliance with the treatment plan, and overall satisfaction with the care provided.
  • Increased Accessibility: Using remote, on-demand video interpreter services enables immediate support regardless of the time or location. This is of particular importance in emergency situations.
  • Cost-Effectiveness: Unlike the services of an on-site interpreter, video interpreter services often reduce many costs related to travel, scheduling, and waiting, making these services much more efficient and affordable in many healthcare settings.
  • Non-verbal communication: Unlike phone interpreter services, video allows one to observe body language and facial expressions, which are valuable in making sure all parties are clearly understood. 
  • Complying with legal and regulatory requirements: Professional video interpreter services can assist healthcare providers in meeting their respective legal obligations under the ADA and Title VI of the Civil Rights Act. These call for ensuring effective communication with such patients who have a limited proficiency in the English language. 

 

Key Steps in Implementing Video Interpreter Services in Healthcare:

 

1. Needs Assessment and Selection of Service Provider

A needs assessment should be done prior to implementing video interpreter services. This assessment helps determine which languages are predominantly spoken within a patient population, as well as the relevant contexts where these services will be required, such as emergency rooms, outpatient clinics, and mental health services. 

 Key Issues in Choosing a Provider: 

  • Language Offerings: Ensure the provider offers a wide range of languages, including less common regional varieties that may be pertinent to your patient demographic.  
  • Availability: Providers should have services available around the clock, especially in a critical care environment when communication needs might become urgent. 
  • Certifications and Quality of Interpreters: Ensure interpreters are certified in medical terminology, sensitive communications, and can lead complex, nuanced conversations.  
  • Compatibility with Technology: Video interpreter services should be compatible with the existing technology infrastructure. This technology includes mobile devices, tablets, and desktops. They also need to meet all security and privacy standards, including HIPAA compliance. 

 

 2. Training of Healthcare Staff

The training of the healthcare staff on how to effectively utilize video interpreter services is crucial for its successful integration into the healthcare setting. Such training can be on the basics of accessing the service, as well as guidelines on the best practices of working with an interpreter. 

Some Training Tips: 

  • Accessing and Connecting to Video Interpreter Services: clearly explain how the service will work on a variety of devices in multiple environments, including hands-on practice. 
  • Training Staff on Working with an Interpreter: Training for staff, including speaking directly to the patient, stopping frequently to provide time for interpretation, maintaining respectful body language, and empathetic tone should all be considered. Proper training in cultural sensitivity will add to making interactions more positive on all levels and care more inclusive. 

 

3. Integration of Video Interpreter Services into Care Workflows

For video interpreter services to be effective, they must be seamlessly integrated into existing care workflows. This means establishing protocols for when and how interpreters are engaged, ensuring such services are on demand at every point of care. 

Integration Steps: 

  • Develop Clear Protocols: Establish guidelines regarding when video interpreter service use is necessary: intake assessments, consent processes, discharge planning, and at any time when a language barrier is identified. 
  • Standardization Across Departments: Ensure all departments are aware of, and timely implement, protocols associated with the use of interpreter services as a means to ensure consistency in patient care. 
  • Integration: Integration into telehealth, such as utilizing video interpreters for virtual appointments, helps ensure language services are available in digital health environments.

 

4. Monitoring and Evaluation of Service Effectiveness

Monitoring of video interpreter services on a continuous basis helps to keep its effectiveness high for both the patient and healthcare providers. Feedback by the staff and patients will help in recognizing areas that need improvement. 

Evaluation Strategies: 

  • Patient Feedback: Surveys or interviews are a good method by which patients can provide feedback regarding their experiences with video interpreter services. Ask about topics such as accessibility of the service, effective communication, and general satisfaction.  
  • Track Key Performance Indicators: Waiting times for accessing an interpreter, the number of sessions conducted, and breakdowns in communications are some of the key metrics that indicate a certain trend in the workflow and show areas of improvement. 
  • Review Compliance and Quality Standards: Normally review the service provider’s compliance with quality standards and certifications to ensure ongoing reliability and professionalism. 

 

5. Addressing Challenges and Barriers

While video interpreter services offer significant benefits, there can be challenges that healthcare organizations may go through in implementing them. Commonly cited barriers include technical issues, staff resistance, and patient discomfort with the technology.

Strategies to Overcome Challenges: 

  • Connectivity and Technical Support/Troubleshooting: A competent program of technical support can help resolve problems relating to connectivity and keep the devices in a state that renders them accessible throughout all areas of care. 
  • Engage Staff Early: It is a good idea that essential staff be involved early enough in planning stages. Explaining how the interpreter services can bring added value to the care of the patients can help ease the transition. Providing incentives for them whenever the staff participate in training sessions can also help with seamless implementation. 
  • Patient Orientation: If this is something completely new to the patient, it would be helpful to provide a short orientation on what the video technology entails. This can make them feel more relaxed and trust the process. 

 

Break Language Barriers with Piedmont Global

Video interpreter services are a strong tool for enhancement in patient care through the breaking of language barriers in healthcare. A health organization should select a service provider with care, train its staff properly, and embed the services seamlessly into their workflow of patient care processes. Additionally, investing in video interpreter services can significantly improve patients’ outcomes and satisfaction. Further, it can help meet regulatory requirements and ensure care settings that are inclusive and equitable.  

By following the best practices identified here, healthcare organizations will be able to realize the most benefit from video interpreter services. In doing so, they will continue to take more significant steps forward in effective communication and superior care to diverse patient populations.

Explore our Video Remote Interpreting services and see a quick demo of how our VRI works.

Exploring New Technologies in Digital Forensics: Insights from Techno Security West 2024

Posted on by Piedmont Global Marketing

The future of investigations is here, and it’s bringing a host of cutting-edge technologies to the table. From neural machine translation (NMT) to augmented reality (AR), professionals are finding new ways to uncover, recreate, and analyze evidence. This year’s Techno Security West conference offered a unique opportunity to dive into these advancements, and our VP of Product and Technology, Gilbert Segura, was at the forefront of the discussion.

Meeting the Global Investigative Community

At Techno Security West 2024, professionals from around the globe gathered to explore emerging technologies. Law enforcement, federal investigators, and commercial forensic experts joined us from Los Angeles, Taiwan, the Netherlands, and beyond. Their mission? To better understand how tools like NMT, large language models (LLM), and AI intersect in their work. 

One common theme emerged: language capabilities are often an afterthought in investigative and forensic tools. Whether they’re tackling a local case or handling an international investigation, many investigators admitted that they rarely get language resources at the start of their analysis. Yet in a globalized world where criminal activity knows no borders, the need for accessible language solutions is becoming increasingly clear.

“Security, accountability, and accuracy drive this industry because there’s a lot at risk. When language capabilities are overlooked, it can lead to critical delays that impact success.”

Gilbert Segura

Analysts and law enforcement need to hit the ground running and delays due to language barriers can be detrimental.

SLIDE: Bridging the Language Gap

Gilbert presented alongside Steve Braich, who introduced SLIDE, the Spoken Language IDentification Environment, and one of the only products designed to address this specific need. During the session, which despite being the last session on the last day, attracted 50+ attendees and the team conducted live demos showcasing SLIDE’s ability to identify and transcribe languages like Spanish, German, and French—in real-time. 

In a memorable moment, Gilbert even tried his hand at Russian, though it quickly became apparent that his single semester of Russian from years ago wasn’t enough to convince the system! “It was a fun moment,” Gilbert shared, “It was horribly terribly bad, and we all got a good laugh about how my Russian accent is so disjointed that it was heard as Arabic, Korean and Greek which the system decided to also show as the broken universal character �” Despite not having understood that language-salad correctly, the audience appreciated the capabilities demonstrated, and the session highlighted the importance of having real-time multilingual support for many purposes. 

The Power of Integration: Tools for the Modern Analyst

Beyond language identification, the session explored how emerging tools like LLMs and automatic speech recognition (ASR) are being integrated into workflows. With advances in multimedia integration, crime scene reconstruction is evolving rapidly. Investigators can now capture video or audio footage and translate it into multiple languages. Transcription also allows for other analysis tools to take over as it’s a pass through to other systems—sometimes the analyst only needs a direction to follow; then they go back to their secure enclave to pursue it. 

As law enforcement and investigators increasingly deal with complex, multinational cases, technologies like these allow them to analyze scenes from new perspectives. Neural machine translation (NMT) and LLMs are helping teams manage data more efficiently, allowing for faster, more accurate results. 

“These technologies not only speed up investigations but also provide critical accuracy in a field where every detail counts. By leveraging multimedia tools, we’re giving investigators the power to see and understand things they otherwise might miss.”

Gilbert Segura

Addressing Key Concerns: Security, Privacy, and Speed

During the session, the speakers also tackled some of the key concerns security professionals face when using AI-powered tools. Chief among them are questions around speed and privacy. As Gilbert noted in his discussions with practitioners, cloud-based systems offer speed but often raise concerns about data security, confidentiality, and regulatory compliance. On the flip side, local deployments of tools may be slower but can provide more control over sensitive data. The SLIDE system was working offline 100% of the time during the session to demonstrate it’s local nature. 

“It’s all about balance. Investigators have to weigh the speed and convenience of cloud-based tools against the need for confidentiality and control. Each case may require a different solution, and we’re here to help navigate those choices.”

Gilbert Segura

A Look Toward the Future

As the digital forensics world continues to evolve, language and technology will play increasingly important roles. Whether it’s leveraging VR and AR to view evidence or using AI-powered tools to bridge the language gap, the possibilities are endless. 

PGLS is proud to be at the forefront of these innovations, helping investigators, law enforcement, and forensic teams gain access to the tools they need to succeed. As Gilbert and his team demonstrated, solutions like SLIDE are not just making investigations faster—they’re also making them more accurate and accessible to everyone involved. 

Connecting with Us

Want to learn more about how PGLS is pushing the boundaries of language technology? If you weren’t able to attend the conference, connect with us to see how our solutions can transform your investigative processes. Gilbert Segura and the team will be holding a webinar next month, and we invite you to come, ask questions, and experience our demos firsthand. 

The Critical Role of Medical Interpreters in Healthcare: Ensuring Patient Safety and Accurate Communication

Posted on by Piedmont Global Marketing

In today’s increasingly diverse healthcare environment, accurate medical translations and interpreting plays a critical role in ensuring patient safety and improving healthcare outcomes. The growing need for medically trained human interpreters, especially as demographic changes shift patient populations, highlights the importance of precision in language services. 

As a veteran in the language services industry, I have participated in and witnessed many changes. From the introduction of telephone-based technology used to expedite connections to qualified linguists, to regulatory enhancements designed to equalize access for limited and non-English speaking communities, significant advancements have been made in supporting language services in healthcare.

“While technology has improved access, human interpreters remain the most effective solution for complex medical interactions where accuracy, empathy, and cultural nuance are critical.”

Kenneth Anders

The Need for Human-Based Medical Interpreting

In healthcare settings, effective and accurate dialogue between patients and medical professionals is vital for diagnosis, treatment, and patient care. Miscommunication in these situations can lead to serious risks, including incorrect diagnoses, medication errors, failure to obtain informed consent, and more. Accurate, human-based interpreting ensures that critical medical information, such as symptoms, medications, and treatment plans, is conveyed precisely without misunderstandings, thereby reducing the risks associated with language barriers. 

While technology-driven solutions, such as speech to text to speech and AI, have evolved, they cannot yet replicate the depth of understanding or cultural nuance that human interpreters provide. Particularly in healthcare, where patient emotions and subtleties of speech can significantly impact outcomes, trained human interpreters remain essential. A slight error in interpretation or translation can drastically affect patient health. This makes trained interpreters as essential to healthcare as a nurse, a radiology technician, or other healthcare professional ensuring that language barriers do not impede quality of care.

Demographic Drivers Increasing Demand for Medical Interpreters

The demand for professional medical interpreters is growing, driven by demographic changes in various regions of the United States. Immigration patterns and the overall aging of populations have led to an increase in non-English speaking patients seeking care. In metropolitan areas such as Los Angeles, New York, and Houston, where diverse populations are expanding rapidly, the need for accurate language services in healthcare is paramount. 

According to recent studies, over 25 million people in the U.S. have limited English proficiency (LEP), a number that continues to rise. Many of these individuals live in areas with limited access to qualified interpreters, creating an urgent need to bolster the workforce in medical interpreting. Areas with significant immigrant populations—such as the Southwest, the Northeast, and parts of the Midwest—are particularly affected, further underscoring the importance of having certified human interpreters readily available to meet patient needs.

Why Human Interpreters Over Technology?

While the advancements in technology are impressive, human interpreters still offer distinct advantages over machine translation or other tech-driven solutions. Human interpreters are trained to navigate complex medical terminology, cultural nuances, and sensitive emotional contexts that often arise in healthcare settings. Furthermore, human interpreters ensure a patient-centric approach, fostering trust and comfort—two essential elements in providing quality care. 

Relying on untrained bilingual speakers, such as family members or hospital staff with some language proficiency, poses significant risks. Family members may lack the medical knowledge to interpret complex terminology accurately. Additionally, culture or family biases may interfere with the communication flow resulting in withholding of sensitive information, paraphrasing or filtering content. Similarly, untrained bilingual staff may make critical mistakes when interpreting medical jargon, leading to potentially harmful outcomes for the patient. Professional medical interpreters, on the other hand, are trained to navigate medical terminology and ensure that all communication is clear, culturally sensitive, accurate and without bias. Like any other healthcare professional, they play a vital role in safeguarding patient safety and improving outcomes.

Addressing the Growing Need for Medical Interpreters

Despite the critical role of interpreters in healthcare, the field of medical interpreting is currently facing a shortage of professionals, and this gap is widening as the need for multilingual healthcare continues to grow. As the population of non-English-speaking patients increases, healthcare institutions must prioritize the acquisition of qualified medical interpreting solutions through the recruitment and training of skilled interpreters and/or outsourced services to meet demand. Several factors are driving this shortage, including the limited availability of interpreter training programs, the lack of awareness about the profession, and the financial barriers to obtaining certification.

There are several ways to address this, healthcare institutions, language service providers and government agencies could invest in interpreter training programs. Scholastic institutions could bring back language education in K–12 schools, encourage career opportunities and offer certification pathways and offer scholarships to attract new talent. Creating awareness about the critical role interpreters play in healthcare could drive interest and advocacy for policies that bolster this essential workforce.  

The Future of Medical Interpreting

As global migration patterns continue to diversify patient populations, the demand for accurate medical translations and interpreting services will only increase. While technology will undoubtedly play a role in facilitating access to these services, human interpreters remain the most reliable and effective option for ensuring positive patient outcomes in healthcare settings. 

Healthcare providers must recognize that language access is a critical component of patient safety and mandated by federal law. Investing in qualified, human interpreters is essential to overcoming language barriers. Whether through increasing interpreter training programs, promoting language education, or raising awareness about the importance of this profession, we must take steps to ensure that all patients—regardless of their native language—receive the care they deserve.

Remove Barriers to Healthcare

Professional language interpreters are vital for ensuring positive outcomes in healthcare settings. While technological advancements are impressive, it still falls short when nuanced and sensitive human-to-human communication is necessary. As the demand for multilingual healthcare continues to grow, it is important to expand the pool of qualified medically trained language interpreters. Without this pool of professionals, those who need accurate medical care but are unable to communicate because of language barriers, will likely experience more negative outcomes. Whether as healthcare professional, educator, or policymakers, we must support this essential career, ensuring that language is never a barrier to quality care. 

Contact us to see how we can help your organization today.

Bridging the Gap: The Importance of K-12 Language Access with Almeta Radford

Posted on by Piedmont Global Marketing

The Language Access Lectern | a Piedmont Global Podcast | Episode 1

Multilingual learners (MLs) are the fastest-growing student population in the United States. Educators, administrators, language access professionals, and community leaders have a responsibility to ensure that every student, regardless of their linguistic and cultural background, has equal access to educational resources and opportunities.

For the inaugural episode of The Language Access Lectern, host Mark Byrne speaks with Almeta Radford, the director of public communications at Manassas City Public Schools. Almeta is not only a champion for language access but also co-hosts the podcast “Riding with the Radfords.”

Listen to the episode here. Read on for a few of the most insightful takeaways from Mark and Almeta’s conversation, including the unique strategies Manassas City Public Schools employs to foster inclusive environments for multilingual and EL students. 

Why Language Access Matters in K-12 Schools

Mark: We recently convened at the Language Access Symposium, which brought together a unique mix of school districts and language access champions. Each has different resources and budgets and approaches their language access programs differently. Almeta, what were some of your impressions and takeaways from the event?

Almeta:  It was nice to hear everybody be open about not only their triumphs where they have been able to help families but also their challenges. Sometimes, you feel like there are people out there who are in a “perfection state,” but maybe they are having a hard time meeting all of the demands and needs just the same way that we are, even at a smaller level. My takeaway was that you’re just like me. These other administrators and educators have a lot of the same challenges and responsibilities, and they want to make a difference in the same way we do.

Mark: In your words, why is K-12 language access planning so important?  

Almeta: Achievement gaps exist all across the country in ML populations. This problem is not unique to any one of these schools within the DMV; it’s widespread. Plenty of data out there talks about the impact of parent and student engagement on student growth. The more engagement and parental participation in their student’s education progress, the more we can move numbers related to student growth. 

How School Districts Can Support EL Students and Families

Mark: As you mentioned earlier in our discussion, EL students are now the fastest-growing segment in the United States.

Almeta: Manassas City Public Schools, like many others, has seen a growing demand for language services to meet the needs of their diverse student body. This includes not only Spanish speakers but also families who speak other languages.

Mark: How is Manassas City Public Schools working to meet the needs of this student population?

Almeta: We definitely have grown in our need for language services, so I’m fortunate to have an interpreter and translator in the central office. We have one person in my department and dedicated Spanish interpreters in each of our nine locations. As for supporting families who speak other languages, that’s where Piedmont Global comes in to help us with interpreting and translation support.

How Can K-12 Language Access Managers Advocate for Resources?

Mark: You mentioned working in K-12 schools for 26 years. What advice do you have for fellow language access managers, educators, and administrators passionate about helping EL students succeed?

Almeta: I had the opportunity to connect with several other K-12 language access managers at the Language Access Symposium, and one topic that came up frequently was budget. One administrator noted she was scared to go into the room and ask for more budget. I sit on the cabinet with our superintendent and others, and I frequently make that budget ask in those meetings. I told her that we needed to get them excited about our impact. Look how many of our families receive the information they need. She said she had never thought about it that way. It’s about empowering those people in the room to connect with your story.  

A Call to Action for Educators and Administrators

Mark: What do you want our listeners to learn from your experience working with EL families and students?

Almeta: Helping parents understand their rights for interpretation services is an incredibly important theme all across the country. Some states do better than others in letting parents know about their rights. One thing that I hope other school leaders take away from that conversation is that we all have a great opportunity to be advocates for those multilingual families in our community. 

Listen, watch, and subscribe to The Language Access Lectern on YouTube and piedmontglobal. Learn more about Piedmont Global interpreting, translation, and language training services for K-12 schools here.  

Improving Language Access in Healthcare: Conducting a Gap Analysis to Enhance Patient Care

Posted on by Piedmont Global Marketing

Language access is a crucial aspect of healthcare, ensuring that limited English proficiency (LEP) patients receive equitable treatment. Conducting a gap analysis helps hospitals assess their current language access services and identify areas of improvement, enabling them to enhance communication, compliance, and patient outcomes. 

Pre-Visit Communication

Effective language access in healthcare starts before patients even set foot in the hospital. Assess whether patients can request language services during appointment scheduling and if pre-visit communications are available in threshold languages. Gaps in language services here could lead to higher cancellation and no-show rates, directly affecting patient care. 

Key Considerations:

  • Is the patient portal available in multiple languages? 
  • Are pre-appointment instructions accessible in threshold languages? 
  • How effectively are language services communicated to patients before their visit?

Navigating Intake

When LEP patients arrive, the intake process can present barriers without proper language support. Ensure that printed and digital facility maps, intake instructions, and signage are translated into the necessary languages. Additionally, intake staff should be trained to access audio, in-person, and video interpreter services. 

Key Considerations: 

  • Are language services readily available at all access points? 
  • Do intake staff know how to request appropriate interpreter services? 
  • Is external signage, such as transportation directions, available in multiple languages?

During Care

During patient care, interpreter access is essential. Evaluate the average response time for interpreters and ensure providers know how to access different forms of interpretation. Make sure that vital documents, such as consent forms and treatment instructions, are available in the required languages. A policy regarding family member interpretation should also be in place. 

Key Considerations: 

  • What is the average response time for interpreters? 
  • Are consent forms and critical documents translated? 
  • Do staff have clear guidelines for accessing interpretation services?

Follow-Up Care and Outcomes

Assessing the follow-up care process ensures that LEP patients receive proper post-visit care, which contributes to their health outcomes. Treatment plans, test results, and prescriptions should be available in the patients’ languages. Additionally, patient outcomes and satisfaction should be regularly reviewed to monitor the efficacy of the language access plan. 

Key Considerations: 

  • Is follow-up care available in threshold languages? 
  • Do you survey LEP patients about their language service experience? 
  • Are patient outcomes regularly reviewed to track success?

Reviewing the Results

Once the gap analysis is completed, reviewing the findings allows for a comprehensive understanding of areas that need improvement. This process can help spark new ideas for expanding language access in healthcare services and guide the development of advocacy strategies to secure the necessary resources for your program’s success. 

A thorough gap analysis provides the insight needed to improve your language access plan. By identifying deficiencies and making necessary adjustments, hospitals can ensure better communication, compliance, and patient care for LEP patients. 

For even more useful tips and guidance, download our Complete Guide to Language Access Planning and Assessment HERE.

8 Tips for Utilities to Choose the Right Language Services Provider

Posted on by Piedmont Global Marketing

Utilities must balance safety, cost-effectiveness, and energy efficiency in their daily operations. Partnering with a Strategic Globalization Organization (SGO) who shares these values is crucial. This collaboration can develop a multilingual communications program that drives organizational growth, enhances service delivery, and allows utilities to embrace the latest energy trends with exceptional transparency.

Choosing the right partner and adopting a strategic approach to language access are key to meeting regulations and achieving business goals. Here are some tips for selecting the right provider:

 

1. Evaluate the Partner’s Background and Experience in the Utilities Sector

When selecting a language services provider, consider their industry expertise, knowledge of state and federal energy regulations, and commitment to environmentally-friendly initiatives. A provider well-versed in these areas ensures compliance, offers innovative solutions, and contributes to sustainability.

Piedmont Global has extensive experience providing language solutions to utility companies such as Washington Gas, Dominion Energy, and Northern Virginia Electric Cooperative (NOVEC), as well as government agencies and other commercial clients. We also recognize and value sustainability in the sector.

 

2. Consider the Partner’s Ability to Accommodate the Languages Spoken in Your Territory

Inquire about the SGO’s cultural competence in working inclusively and sensitively with Limited English Proficiency (LEP) communities. This includes their experience in effective communication, understanding cultural nuances, and providing accessible language services.

Piedmont Global frequently hires linguists who are local to the communities we serve. As a full-service SGO, we offer diverse, customizable solutions in over 200 languages and dialects. Our experts are trained in the nuances of the utilities sector and are embedded in various service territories.

 

3. Review the SGO’s Quality Assurance (QA) and Quality Control (QC) Processes

These processes may involve everything from vetting and training staff to proofreading multilingual content and ensuring accuracy and timeliness. Effective management ensures that the provider delivers high-quality, culturally appropriate services that meet the diverse needs of LEP communities.

Piedmont Global operates with a robust ISO 9001:2015 Certified Quality Management System (QMS) that exceeds both ISO and ASTM International standards for the provision of language services. Our pool of 5,000+ language professionals are trained in this and continually honor these standards.

 

4. Assess the SGO’s Commitment to Data Security Since Not all Technologies are Created Equal

From translation requests to document management services, compliance, security, and efficiency are essential. This ensures that operations are streamlined, sensitive information is safeguarded, and services are delivered promptly and accurately.

Piedmont Global takes customer privacy and data security seriously. We proudly offer NIST 800-171-compliant network infrastructure, distribute non-disclosure agreements (NDAs) to all personnel, and facilitate annual security refresher trainings.

 

5. Evaluate the Partner’s Ability to Ensure Timely Communication During Critical Situations

Multilingual communications must be immediate (especially in emergency or extreme weather situations). For example, during a hurricane, providing real-time updates in multiple languages ensures that all residents, including those with limited English proficiency, receive crucial information to stay safe and take necessary precautions.

Piedmont Global can accommodate fast turnarounds and offer language services in real-time. We work as efficiently as possible – and leverage technology as needed – to serve clients.

 

6. Consider if the SGO Can Provide Cost-Effective Language Solutions

Multilingual communications must be cost-effective and deliver measurable ROI, even for smaller utilities with tighter operating budgets. Investing in efficient language services ensures broad reach in multilingual markets and justifies the investment through clear, quantifiable benefits such as improved customer satisfaction and operational efficiency.

Piedmont Global offers a high return on investment, with translation and interpretation work that can save lives – and reduce the need for emergency services – in the energy sector.

 

7. Assess if the SGO Understands the Specific Needs of the Energy Utilities Industry

Multilingual communications must be tailored to the energy utilities industry. This ensures that technical terms and industry-specific information are accurately conveyed, enabling all customers to understand their energy usage, billing, and available services regardless of their language proficiency.

Piedmont Global has a deep understanding of the sector’s evolution and core variances, from regional differences to the operational nuances of different utility providers.

 

8. Determine if the SGO Project Management Capabilities Ensure Customized and Accurate Communication

Multilingual communications must be clear, accurate, and personalized. This improves customer satisfaction, builds trust, and improves engagement, all while meeting regulatory requirements and fostering inclusivity.

Piedmont Global offers client-centric project management and delivery, with a dedicated project manager assigned to each energy utility client. This promotes a customized approach.

 

Ensure Language Access With Piedmont Global

Piedmont Global is a leading provider of translation, interpretation, and language training solutions in over 200 languages and regional varieties. In emergencies or extreme weather situations, multilingual communications must be immediate. Piedmont Global can accommodate fast turnarounds and provide real-time solutions. We work efficiently and leverage technology to serve clients effectively. Contact our team to explore how our language services, tools, resources, and expertise can help energy utilities achieve their language access goals.

5 Steps to Building a Language Access Plan in the Energy Sector

Posted on by Piedmont Global Marketing

The energy sector is constantly evolving—structurally, environmentally, and demographically. In the United States, approximately 3,000 electric utility companies deliver power to over 140 million customers each year. Over 68 million U.S. residents speak a language other than English at home and 29.6 million of these people have limited English proficiency (LEP).

Though utility providers value consumer experience, far too many overlook their non-English-speaking clientele. When resources and information are unavailable in a person’s spoken language, the customer struggles to read the provider’s website or communicate with a call center agent. As a result, problems around loyalty, engagement, and safety ensue.

Language access plans are integral to serving LEP communities—allowing utility companies to support their members, prioritize consumer welfare, and adequately communicate with all of their customers.

 

How to Develop Your Language Access Plan

Designing a language access plan requires careful coordination. Utilities should take the following steps to build their own:

 

1. Plan Carefully

Start by evaluating your current language access capabilities. An expert language access consultant can help evaluate your needs. If you don’t currently have a program or plan in place, identify the need based on the language requirements of the people within your service territory.

Think about the size of your energy utility, the market you serve, and the events you experience in your region. For example, providers in Florida, Mississippi, Louisiana, the Carolinas, and Georgia will need to integrate hurricane season into their language access plans. Providers always have the option to survey their community to assess demand.

Piedmont Global has extensive experience providing language solutions to utility companies like Washington Gas, Dominion Energy, and Northern Virginia Electric Cooperative (NOVEC), as well as government agencies and other commercial clients. We deeply understand the sector’s evolution and core differences, including regional variations and the operational nuances of various utility providers.

 

2. Develop Localized Translation and Interpretation Services

Utility companies are more likely to reach new customers by offering translation, interpretation, and similar language access services. Consider the language needs of your primary market. The City of Minneapolis, for example, identified Spanish, Somali, Hmong, Vietnamese, Amharic, Lao, and Oromo as core languages in its 2015 Language Access Plan.

Interpretation: This is crucial for utility call centers when non-English-speaking consumers call about billing, energy plans, or emergencies. Call centers with language interpretation services see 35.67% higher FCR rates. The San Francisco Public Utilities Commission (SFPUC) offers free interpreter services for public hearings, presentations, and meetings.

Translation: Utilities must provide key documents and materials—including invoices, service notices, and safety insights with contact numbers for drilling or digging—in the languages spoken by LEP communities within their service territory. These translated materials must be free and readily available.

Localization: Energy utilities should localize all digital content, including websites, software, and user documentation. Why does this matter? A 2020 CSA Research survey found that 76% of shoppers prefer to buy from websites available in their native language. Shopping for an energy utility company is no different.

 

3. Train Staff to Support Consumers With LEP

Energy utilities can incentivize bilingual staff to work for their organization. Consider partnering with a designated language service provider (LSP) to improve training and support consumers with low English proficiency.

An LSP offers specialized training programs for your staff, equipping them with the skills needed to better serve diverse populations. This collaboration enhances customer satisfaction, ensures compliance with regulatory requirements, and bolsters the utility’s reputation for inclusivity and accessibility.

 

4. Roll Out Your Multilingual Communication Strategy

Carefully consider the timeframes, milestones, and stakeholders involved in this process.  Prioritize targeted outreach to connect with LEP customers who will benefit most from multilingual language access. Localized SMS notifications, and partnerships with government agencies, are equally effective marketing techniques.

It is crucial to roll out a thorough and effective program rather than rushing the process. Consumer safety, transparency, and access to the energy grid are paramount. This ensures that all customers, regardless of language proficiency, have the information they need to stay safe, understand their utility services, and fully participate in the benefits provided by the energy grid.

 

5. Focus on Continuous Improvement

Utilities should plan to monitor and evaluate the effectiveness of their language access programs. To do this, utilities may choose to collect feedback (from consumers and stakeholders), examine customer multilingual usage data, and conduct annual surveys to pinpoint areas for improvement.

Staying up-to-date on demographic changes in the service territory is essential. By monitoring shifts in the population, language services can be adjusted to meet the needs of the LEP populations being served. This proactive approach ensures that services remain relevant and effective, accommodating any new language needs that may arise as demographics evolve.

 

Ensure Language Access With Piedmont Global

A well-designed language access plan enables consumers with low English proficiency to communicate with customer support, ask questions confidently, and safely navigate outages and emergencies.

Piedmont Global is a leading provider of translation, interpretation, and language training solutions in over 200 languages and regional varieties. In emergencies or extreme weather situations, multilingual communications must be immediate. Piedmont Global can accommodate fast turnarounds and provide real-time solutions. We work efficiently and leverage technology to serve clients effectively. Contact our team to explore how our tools, resources, and expertise can help energy utilities achieve their language access goals.

eLearning Localization: Engaging Multilingual Learners in 7 Industries

Posted on by Piedmont Global Marketing

The world is increasingly connected in commerce and trade, thanks to the internet. The global pandemic of 2019 highlighted the need for a connected global workforce. The tools developed during this time also facilitated remote meetings, work, and training. Trainers no longer needed to fly to remote offices, and employees didn’t need to spend a week in a conference room for training. COVID-19 banned travel, and like a social experiment, we learned that remote work is possible. Almost.

To adapt to technological and economic changes, distributed organizations need a robust learning strategy to develop talent and enhance performance in the new remote eLearning environment. Like Zoom meetings, eLearning existed before COVID. It lived in global organizations with remote satellite offices, often in different countries and cultures. Managing eLearning in one language is challenging, let alone in five or a dozen languages.

When it comes to multilingual learners, many organizations initiate eLearning projects without a clear global vision and strategy, often relying on outdated content that is delivered in a ‘broadcast’ manner. This approach fails to transfer knowledge to multilingual learners from diverse cultural backgrounds. Other teams sometimes lack the tools, resources, and skilled professionals to design, deliver, and manage eLearning programs—and then struggle to do this at scale.

A poorly or partially produced video will backfire without considering local attitudes. Without localization, eLearning content may be misinterpreted, misunderstood, or lost entirely in the target culture. So, which industries can benefit from localizing their eLearning content? Here are seven inter-related examples. Not every solution will fit all teams, but exploring different approaches is worthwhile.

 

1. Global Corporations With a Multilingual Workforce

A Gallup report found that organizations that make strategic investments in employee development experience 11% greater profitability and are 2x as likely to retain their employees. However, creating a high-development culture requires more than just adding a few learning programs to the roster.

As a company grows internationally and workforces diversify, Learning and Development (L&D) professionals encounter communication differences when sharing core messaging and critical training modules. It becomes vital for eLearning courses to be made local to accommodate diverse employee demographics.

Localization ensures that training can be delivered in multiple languages at scale and guarantees that all teams, domestic or abroad, can improve through localized content in their native language. This ensures that training materials are culturally relevant, linguistically accurate, and aligned with local regulations and practices. A global talent development team must consider multilingual learners in different locations, not just one, and tailor the message to connect while still achieving the objectives and desired outcomes.

 

2. Educational Institutions with Multilingual Learners

According to the National Center for Education Statistics (NCES), public colleges enrolled approximately 7.5 million online students in 2022. Another 2.6 million remote learners attended private schools, including 1.8 million at nonprofit institutions and nearly 800,000 at for-profit schools. Not all of these students are local.

“If we really want to provide equal opportunities for all students, and we want underrepresented minority students to do well, we really need to pay attention to their experiences and their perspectives and give them the tools to do better.”

Lilach Alon, Researcher and Lecturer at Tel-Hai Academic College

Universities, colleges, and schools offering online courses in learning management systems need to localize their content to accommodate international students or learners from various linguistic backgrounds. This enhances accessibility and improves learning outcomes for multilingual learners. It is also an obligation. While it may not be Title 9 or a specific mandate, there’s a need for feasibility and enabling students to learn effectively.

Making courses available to students anywhere—and translating them when there’s interest—is important. “Locale” refers to how particular words need to be in relation to the goal. For example, in one part of town, people might call it a “sandwich,” while in another part, they might call it a “hoagie” (a US English, mid-Atlantic linguistic divide). Does it matter? Sometimes it’s not relevant, but other times it can cause minor or major distractions. Most major errors are caught by a local review, there are ways to bring that upstream. Fixing and re-deploying a course after it’s already launched is a partially wasted effort.

 

3. Public-Sector Agencies Addressing Multilingual Constituents

Government departments or agencies involved in training initiatives, public awareness campaigns, or citizen education programs may require localization services to reach constituents in various regions or linguistic communities. Over 359 languages are spoken in the US, making it #9 globally out of 242 countries. This is far fewer than Papua New Guinea’s 840 languages but highlights our globalized nature. While we focus on the US in this example, each region has its unique challenges and opportunities.

For example, a public health campaign regarding vaccination must account for cultural beliefs about healthcare, local idioms, varying literacy levels, and language preferences for those with limited English proficiency (LEP) to achieve success. This is especially true for Black, Indigenous, and people of color (BIPOC) populations, who often harbor greater distrust and hesitancy toward vaccines. There are other policy implications that go beyond our topic—but the best solution is to embrace the diversity of the cultural divide and allow that differences will appear. If you pay attention, there is something to learn about the diverse populations that make up the patchwork of communities and can drive better engagement and response.

Localization ensures that important information is not only understood but also embraced by the community. This can lead to greater mission success with the desired outcomes of a program, whether it’s increased public knowledge, changed behaviors, or improved access to services.

 

4. Healthcare Providers Serving Multilingual Populations

Healthcare organizations frequently develop eLearning modules for staff training, patient education, or medical certification programs. Localizing these materials is crucial to ensure that terminology, procedures, and healthcare guidelines are accurately conveyed across different languages and cultural contexts.

For instance, consider patient education. The term “hospice,” commonly translated into Spanish as “hospicio,” often carries the negative connotation of institutionalizing a loved one. This concept is unfamiliar in Latin America, where most families care for their loved ones at home.

“Latinos often think they’re giving up on their [loved one’s] medical care, and that’s not the case. It’s bringing a holistic, compassionate form of health care focused on dignity and the patient’s wishes.”

Jon Radulovic, VP of Communications at the National Hospice and Palliative Care Organization in Alexandria, Virginia

Suzanne Sanchez, Community Liaison at Hospice of the Valley, says that while they have bilingual staff serving Spanish-speaking patients, they “don’t focus on the word, but on the feeling.” Similarly, localization goes beyond word-for-word translation to account for such cultural nuances. In all patient interactions with cultural or language barriers, there are opportunities to improve access and quality of care by providing more culturally-aware context. Better outcomes result from adapting to the patient, rather than expecting the patient to adapt to something unfamiliar.

 

5. Technology Companies Engaging Multilingual Learners

Approximately 16% of the world’s population speaking English, but surprisingly 52% of websites are written in English. Software companies, IT firms, and tech startups that develop eLearning software tutorials to reach global users or product training materials to engage multilingual learners often require localization services.

According to a recent study by DeepL, 75% of respondents agree that localized content significantly increases customer engagement. It also improves user experience and promotes wider adoption. People are more inclined to engage with content that resonates with their linguistic and cultural background, leading to increased user satisfaction and product success. Product teams regularly consider user personas, use cases, and the best outcomes from using a product. The language aspect shouldn’t be an afterthought if you want to capture the remaining 80% of the global market.

 

6. Manufacturing and Industry with Multilingual Workers

Companies in manufacturing, engineering, or industrial sectors often create eLearning courses for employee training on safety, standard operating procedures, or compliance. Did you know that, Hispanic and Latino workers are expected to comprise 78% of new workers by 2030, yet they face a 32% higher risk of fatal work injuries?

Localization ensures that safety and training resources are effectively communicated to workers across diverse linguistic backgrounds. Without multilingual and localized content, it is impossible to hold every employee to the same safety, productivity, and quality standards. Additionally, other worker populations, such as overseas subsidiaries or partners, regularly need to understand concepts that enable higher performance. While some organizations manage with bootstrapped solutions, a comprehensive strategy can significantly improve efficiency and operational excellence for multilingual learners.

 

7. Nonprofit Organizations Engaging Multilingual Communities

NGOs, charities, and humanitarian organizations involved in capacity-building initiatives, community development projects, or advocacy may require localized eLearning content to engage with stakeholders in different regions or language groups. Localization helps reflect local customs, values, and norms, making the content relatable and respectful to the target audience. Incorporating locally relevant images, symbols, and voices in multimedia content also boosts engagement and retention among the audience.

For example, UNICEF localizes educational materials for children in different countries, ensuring they are culturally and linguistically appropriate. The Amref Health Africa in the US uses localized eLearning content to train health workers across Africa. Their materials are tailored to the specific health needs and cultural contexts of the regions they serve. A smart strategy for localization can also stretch the effectiveness of budgets so that more impact can be achieved with less wasted effort.

 

Localize Your eLearning Content with Piedmont Global

Starting an eLearning localization project involves careful consideration of various factors, from advanced project management to international regulations. Piedmont Global is the preferred language partner for organizations of all sizes. Our renowned localization services, coupled with our team’s expertise, a global network of specialists, and tailored end-to-end solutions, ensure comprehensive support at every stage of the localization process. We can help craft a strategy, introduce new tools and processes, and optimize your global-to-local communication pipeline. eLearning can be complicated but getting solutions to reach multilingual learners doesn’t have to be.