SWEB 119: Localization

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SWEB 119 Localization

• Adapting Your Statewide Website to Better Reach
  Non-English Speakers

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Panelist Control Panel

• Reduce Panel with GrabTab
• View Full Screen Mode
• Move Control Panel (Put cursor on any textured
  area to drag)
• Anchor Your Panel (or subpanels) with thumbtack
• Question Answers (goes to Organizers)
• Chat (goes to all Panelists -- All of You)
• Smiley Face, Presenter, Keyboard, Color of Your
  Pen!

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Mute Yourself

• Using GoToMeeting Phone
• -- To MUTE 6
• -- To UNMUTE 6

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Todays Training

• Strategies for prioritizing content translation
  (with limited staff and resources),
• Important considerations when reaching out to
  non-English speaking audience
• Technical considerations surrounding multilingual
  content online
• Review of best practices for creating and
  maintaining multilingual content

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Creating multilingual content despite staffing
and resource limitations

• Setting Priorities for Translated Content
• Review of the LSC requirements for native
  language services
• Other data to review
• Availability of translators and partner
  organizations

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Review of the LSC requirements for native
language services

• Tillie Lacayo Legal Service Corporation
• Review of the Federal law and regulations related
  to LEP services.
• Key elements of an LEP outreach plan
• Assessment of LEP efforts (TIG guidelines)
• Introduction of LEP concepts for websites

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The LAW

• The Civil Rights Act of 1964 - Title VI of The
  Civil Rights Act of 1964 prohibiting national
  origin discrimination
• Executive Order 13166, Improving Access to
  Services for Persons with Limited English
  Proficiency, signed by the President on August
  11, 2000.
• Requires Federal agencies to examine the services
  they provide
• identify any need for services to those with
  limited English proficiency (LEP),
• develop and implement a system to provide those
  services so that LEP persons can have meaningful
  access to them
• Requires Federal agencies to work to ensure that
  recipients of Federal financial assistance
  provide meaningful access to their LEP applicants
  and beneficiaries
• Guidance for Executive Order 13166 - The U.S.
  Department of Justice policy guidance document,
  Enforcement of Title VI of the Civil Rights Act
  of 1964 National Origin Discrimination Against
  Persons With Limited English Proficiency
• Sets the compliance standards that recipients of
  Federal financial assistance must follow to
  ensure that their programs and activities
  normally provided in English are accessible to
  LEP persons and thus do not discriminate on the
  basis of national origin

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LSC Specifics

• The LSC Act (42 U.S.C.??? 2996, et seq.) Section
  1006(b)(6) of the LSC Act, provides that
• in areas where significant numbers of
  eligible clients speak a language other than
  English as their principal language, the
  Corporation shall, to the extent feasible,
  provide that their principal language is used in
  the provision of legal assistance to such clients
  under this title. 42 U.S.C. 2996(e) (2004).
• The LSC Grant Assurances The applicable LSC
  Grant Assurance for the 2008 year provides that
  programs will not discriminate on the basis of
  race, color, religion, gender, age, disability,
  national origin, sexual orientation, or any other
  basis prohibited by law against (1) any person
  applying for employment or employed by the
  Applicant or (2) any person seeking or provided
  assistance from the Applicant or other program(s)
  supported in whole or in part by the grant.
• LSCs Strategic Directions - Objective 3, under
  Goal 2, of LSCs Strategic Directions
  20062010, states that an LSC objective will be
  to
• Work to improve support for hard to serve areas
  and populations, e.g., rural areas, migrants,
  Native Americans, limited English proficiency
  clients.
• Technologies That Should Be in Place in a Legal
  Aid Office Today, issued by the Legal Services
  Corporation in May 2008, contains the following
  expectation with regard to statewide websites
• What should be in place - Web-based legal
  information and self help support - Needed
  capacities or functions
• A statewide website with the capacity
  to serve persons with limited English
  proficiency

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LSC Program Letter

• LSC Program Letter 04-2, Services to Client
  Eligible Individuals with Limited English
  Proficiency
• Provides a context and guidance for LSC-funded
  programs with eligible individuals in their
  service area who are persons with limited English
  proficiency.
• Aims to ensure access to justice for communities
  of potentially eligible clients who do not speak
  English proficiently
• A full copy of the letter is available in the
  resources section of the training online at
  www.lsntap.org/SWEB119

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What does a LEP policy include?

• Assessment of Language Needs (of the client
  population)
• Staffing
• Training
• Interpreters/Translators
• Translation of Documents
• Outreach
• Oversight

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LEP Plan Website Related Issues

• Interpreters/Translators
• obtaining competent interpretation services for
  each of the major languages in the programs
  service area
• Translation of Documents
• translation of all vital program documents
• What are vital documents?
• In the LEP target languages for those groups
  constituting five percent of the client
  population
• Outreach
• strategies for disseminating information about
  the availability of bilingual staff or free
  interpreters and legal services
• revising and translating a programs community
  outreach materials into appropriate languages

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How LSC assesses a programs LEP/language access
efforts

• Competitive Grants Process
• reviews of applications for funding from
  existing grant recipients and potential new
  grantees, using the Legal Services Corporation
  Performance Criteria as our guide. The
  Performance Criteria are located at www.lsc.gov
• On-site program quality and program engagement
  visits
• Ongoing periodic in-person contact and phone
  contact with program executive directors

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Assessment of LEP for TIG

• LSC requires all TIG recipients to consider the
  needs of LEP clients.
• TIGs grant assurances on LEP provide as
  follows 
•  
• In the development of any Web site, pro se
  materials, or other grant-supported product, the
  recipient shall consider the special needs of
  persons with limited literacy, limited English
  proficiency, limited experience with or knowledge
  of computer-related technologies, limited access
  to computers, or who have limited access to most
  Web-based or other computer-related systems for
  any reason.

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Introduction of LEP Website Concepts

• Translated home page - Home page translation into
  the targeted language(s)
• Basic Information about the legal service
  program
• Services available - Information in the targeted
  language(s) discussing the services - including
  legal assistance - provided by the program
• Addresses and telephone numbers of the programs
  office(s)
• A click here button - A button on the home
  page, in the language of the target population,
  that indicates that persons who speak the
  particular language should click here. The
  visitor to the website is then directed to the
  website content in the appropriate language

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Introduction of LEPWebsite Concepts

• 4. Resource information concerning interpretation
  services available in the programs service area
  for the target language group(s)
• 5. Community Education materials - Educational
  materials (brochures, etc.) in the targeted
  language(s) providing information in a variety of
  substantive law areas of interest to the client
  community.
• 6. Video presentations - Videos in the targeted
  language(s) to reach persons of limited English
  proficiency who are not literate in their native
  language
• 7. Links Links to other websites with relevant
  legal
• information content in other languages

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Other Resources

• www.lep.gov The website of the Federal
  Interagency Working Group on Limited English
  Proficiency. Acts as a clearinghouse, providing
  and linking to information, tools and technical
  assistance regarding limited English proficiency
  and language access services for federal
  agencies, recipients of federal funds, users of
  federal programs, and federally assisted
  programs, and other stakeholders.
• www.lri.lsc.gov The Legal Services Corporation
  (LSC) Resource Information electronic library.
  Provides information about legal services
  management and delivery approaches and tools.
  Items posted are from both LSC-funded and non-LSC
  civil legal services providers and other
  law-related organizations and institutions.
• www.healthlaw.org The website of the National
  Health Law Program contains materials related to
  language access and health care
• Both the Diversity and Special
  Populations/Access Barriers content areas
  contain L.E.P. resources and information
• LEP section contains articles, information on
  intake systems, manuals, LEP policies, projects,
  reports, technology, LSCs LEP activities, and
  links to additional sources of LEP information
• These are all available in the resources section
  for this training at www.lsntap.org/SWEB116

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Contact Tillie

• Tillie Lacayo tillieatlsc.gov or
  lacayom_at_lsc.gov
• Updates on LEP activities
• New additions to multi-lingual website content
• Other technology projects reaching LEP audience
• Consultation or assistance developing an LEP plan
  of project.

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Prioritizing Content Assessment of Need

• Look at census, school or other recent data
• Suggested data sources http//www.lep.gov/demog_d
  ata.html
• Local or specialized reports
• Assess what the particular communitys potential
  legal needs are (can be very different across
  ethnic and national groups)

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Review Organization Data

• Review Case Management data for most needed
  languages and potential common issues by
  language.
• Talk to hotline and intake staff for up to date
  information about communities requesting
  assistance.

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Work with Community Organizations

• Work with community organizations to understand
  issues affecting specific language groups
• Will help ensure most relevant content is
  translated
• May provide partnership to assist with
  translation
• Provides support and partnership for outreach
  efforts

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Prioritizing translation

• Inventory existing high-quality resources
• Develop new materials and prioritize translation
  around your assessments
• Make sure to develop language materials to
  compliment the overall LEP goals or vision of the
  organization or statewide justice community.

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Tips for Translation

• Once youve decided what content to translate
  into certain
• languages
• Dont substitute quality for quantity. (Accurate
  translation is critical so prioritize limited
  translation if necessary to ensure it is well
  done.)
• Use pictures and images to provide explanation
  wherever possible. American Translators
  Association Getting it Right
• Translate only relevant sections of existing
  documents or produce shorter documents in your
  own language and have those translated. American
  Translators Association Getting it Right
• Consider video and audio translations for
  unwritten or difficult font languages.

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Finding the Right Translator

• Whether professional or volunteer
• Get background information
• Experience and references
• Seek specialists in legal field. If a
  professional, seek someone with certification.
• Ask for per page or or per word quotes
• Establish the editorial process to ensure quality
  
• Independent editing by a second translator
• Proofing
• Some translation agencies will also test your
  translation with a focus group. If not, arrange
  your own community review.

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Community Review

• Bilingual staff and/or community partners
  evaluate the translation for accessibility
• If translators and community reviewers disagree,
  ask this clarifying question
• Will the suggested changes improve the quality
  or accessibility of the translation without
  making a substantial departure from the source
  document?

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Examples of Certifications

• General certifications
• American Translators Association (ATA)
  (www.atanet.org)
• UN (www.un.org)
• Society of Translators Interpreters of British
  Columbia (www.stibc.org)
• Court Certifications
• California (www.courtinfo.ca.gov/programs/courtint
  erpreters/)
• Washington (www.courts.wa.gov/programs_orgs/pos_in
  terpret)
• National Center for State Courts
  (www.ncsconline.org)
• Federal Court Interpreter Certification
  (www.cps.ca.gov/FCICE-Spanish/aboutus.asp)
• Source http//transcend.net/accreditation.htm

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Other Considerations For Translation

• A Plain Language source makes translation easier
  and more effective
• A Plain Language document typically has 40 fewer
  words than the original. As translations are
  billed on a per word basis, translation costs
  will be lower. - Transcend.net
• Work with access partners to develop uniformity
  in translations of common terms
• e.g. defendant and small claims

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Taking a Holistic Approach

• Challenges to serving LEP clients
• Language and cultural differences can be an added
  obstacle to accessing needed services
• Lack of familiarity with legal services
• Mistrust of entities perceived to be governmental
  agencies
• Differences in access to and use of technology

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2007 CA Conference on Self Represented
Litigrants, Providing Services to
Limited-English-Speaking Litigants
http//www.courtinfo.ca.gov/programs/equalaccess/
2007Materials.html
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Taking a Holistic Approach

• Online resources should not exist in isolation as
  a delivery system
• Will most benefit the target community when they
  are supported and promoted by an access-oriented
  delivery system
• Cultivate broad partnership networks
• Self-help centers - Health clinics
• Law libraries - Law schools
• Social service providers - Local media outlets

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Resources

• NCSC LEP Resource Guide Limited English
  Proficiency Guide (LEP) Resource Guide
• http//www.ncsconline.org/wc/CourTopics/ResourceG
  uide.asp?topicCtInteguide1791007
• Legal Glossaries in Arabic, Armenian, Hmong,
  Mien, Mong, Punjabi, Romanian, Russian, Spanish,
  Urdu and Vietnamese by the Superior Court of
  California, Sacramento County Courts
• http//www.saccourt.com/geninfo/legal_glossaries/
  legal_glossaries.asp
• Empire Justice Center Language Access Resource
  Center (LARC)
• http//70.86.230.142/archive/larc/newsitedesign/L
  ARC.htm

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Technical Considerations

• Displaying Western European languages on the Web
  has never been a problem
• Problems arose with the creation and rendering of
  non-Latin alphabets
• Modern browsers have better support for them than
  in the past

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Unicode

• Unicode is an international standard that
  includes most non-Latin characters and makes
  storage and retrieval of non-Latin characters on
  the Web much easier
• Many of the workarounds that programs used to
  display non-Latin languages on their site are no
  longer necessary

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Multilingual Content and Your CMS

• Modern CMSs feature strong multilingual content
  support
• Among open source platforms, Plone, Drupal, and
  new versions of Zope all have multilingual
  support that will meet most sites needs.
• Pro Bono Net also have very strong multilingual
  support

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Machine Translation Still not there

• Translation tools have existed for years, but are
  still not capable of the type of accurate
  translation required for legal content
• John C. Dvorack, PC Magazine
• A few gizmos out there can say "Hello, where is
  the train station?" or "I have a blue pencil" in
  40 different languages. But we're still yearning
  for a real translation system. Most written
  translations I see of memos, newspapers, books,
  and magazines are a joke. Sometimes it is a
  miracle if you can even get the gist of the text.
• PC Magazine, Computings Final Frontiers,
  February 08, 2008

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The Mobile Web andMultiligual Content

• 84 of English-speaking Hispanics have a
  cellphone
• As programs begin to explore the Mobile Web and
  technologies like Short Message Service (SMS),
  its important to keep multilingual content
  development in mind.

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Multilingual Content Document Assembly

• A2J supports the creation of Spanish language
  interviews
• Interviews have a Spanish interface but deliver
  an English legal document
• In the future, NPADO will feature a Spanish
  interface

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Idaho - Formas Interactivas
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Guidelines for Website Language Projects

• Create a Content Management Plan
• Suggestion
• 1 point person to manage content translation and
  maintenance
• Tracking translation process
• Use project management software
• Use naming conventions for documents
• eg Eviction 2007 SP draft 1

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Maintaining Multilingual Content

• Tickler system to remind you when English
  versions are updated
• Northwest Justice Project has advocates adopt
  specific publications or subject areas.
• Periodic review
• Advocate edits the English version with track
  changes
• Point person forwards those notes to translator

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Community Examples Legal Aid Society of New York

• Received funding to create new community legal
  education materials in Spanish and French
• Used outside translators
• Client legal aid materials available at Law Help
  New York http//www.lawhelp.org/NY/index.cfm/lang
  uage/39/state/NY.
• Process
• Phase 1 translation with outside vendor and
  initial revisions
• Phase 2 review with second outside vendor,
  develop style guide and glossary

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Community Examples Legal Aid Services of Oregon

• Developed Spanish and English language websites
  at the same time
• Used existing translations and then filled in
  the gaps
• Availability and importance of Spanish language
  materials helped focus content efforts on both
  sites
• Final product http//www.OregonLawHelp.org/index.
  cfm/language/39/state/OR

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Community Examples Northwest Justice Project

• Ongoing project outsourcing the translation of
  self-help documents into Spanish and Russian
• Consults hotline staff and advocates and
  evaluates outside content requests to prioritize
  translations
• Critical subjects public benefit termination and
  denials, help with eviction, domestic violence
  information and farm worker rights.
• Washington LawHelp http//www.washingtonlawhelp.o
  rg/WA/index.cfm

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Tips from Mile Markers Along the Road Across the
Linguistic Divide

• Share financial and planning resources with other
  organizations
• Take advantage of technical assistance available
  through professional associations
• Develop a uniform working manual on interpreting
  and translating services
• The full document is available on the NTAP
  website http//lsntap.org/sites/lsntap.org/files
  /MileMarkers.pdf

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Additional Resources

• www.lep.gov The website of the Federal
  Interagency Working Group on Limited English
  Proficiency. Acts as a clearinghouse, providing
  and linking to information, tools and technical
  assistance regarding limited English proficiency
  and language access services for federal
  agencies, recipients of federal funds, users of
  federal programs, and federally assisted
  programs, and other stakeholders.
• www.lri.lsc.gov The Legal Services Corporation
  (LSC) Resource Information electronic library.
  Provides information about legal services
  management and delivery approaches and tools.
  Items posted are from both LSC-funded and non-LSC
  civil legal services providers and other
  law-related organizations and institutions.
• www.healthlaw.org The website of the National
  Health Law Program contains materials related to
  language access and health care
• Both the Diversity and Special
  Populations/Access Barriers content areas
  contain L.E.P. resources and information
• LEP section contains articles, information on
  intake systems, manuals, LEP policies, projects,
  reports, technology, LSCs LEP activities, and
  links to additional sources of LEP information

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Additional Resources

• Serving Non English Speakers in US Public
  Libraries (2008 report with good
  statistics)http//www.ala.org/ala/olos/nonenglis
  hspeakers/docs/Linguistic_Isolation_Report-2007.pd
  f
• Serving Non-English Speakers in the Virginia
  Court Systemhttp//www.courts.state.va.us/interpr
  eters/guidelines.pdf
• Public Management and MultiLingual
  Resourceshttp//www.managementpartners.com/succes
  sstories/6-1-07ICMA-PM-ManagingDiverseCommunities.
  pdf
• Article about new Language Line Service with Some
  Interesting Statisticshttp//findarticles.com/p/a
  rticles/mi_m0EIN/is_2007_Sept_17/ai_n19521598
• TechSoup on Multilingual Web Sites
  http//www.techsoup.org/learningcenter/webbuilding
  /page5379.cfm