A Quick Guide to Language Support

A Quick Guide to
Language Support
For charities working with languages, translation & interpreting

This quick guide has been created for charities and languages, translation, and interpreting to support their
community groups in the UK and hopes to offer a useful work or to advance their efforts for equality, diversity, and
resource to help the growing need for language support in inclusion.
the charity sector.
Advisory: This quick guide has been written for charities
This Guide is the result of a collaborative 2021 workshop with who are encountering language barriers for the first time
the Association of Translation Companies (ATC) and Charity to ensure the information is accessible to all. It is not an
Translators. exhaustive resource and should not substitute specialist
training or consultation. This guidance has sought to be
Charities and community groups bring vital and vibrant mindful of the individuality and diversity within the charity
support to people in our communities across society. sector and the various ways of approaching language
Charities are on the frontline, becoming a lifeline in our barriers. This guide is primarily for charities working in the UK
multicultural communities, and will often need help with but may be useful more widely.

In this guide
01 02 03 04
The Trick with Language Support The Cost Finding
Terminology: • Informal Question Support
• Professional
Translation or • People
Interpreting? • Language Technology

05 06 07
A Brief Key More info
Checklist Recommendations

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A Quick Guide to Language Support

01 The Trick with

Terminology: Translation
or Interpreting?

Language support can be described as all the different *Subtitles and voiceovers (also known as Audiovisual
ways of decreasing language barriers. Translation) are a special case for translation because it
involves the spoken word but not in real-time (recorded
It is very common to use the term ‘translation’ to describe video and/or audio). Audiovisual translation will usually
all our needs for language support. However, when reaching need specialist knowledge and technology to reproduce the
out for help with languages there is quite a big difference original version to a good standard in a different language.
between ‘translation’ and ‘interpreting’. It is always very Alternative formats could be explored, for example
helpful to describe in detail the kind of language support you making translated transcripts easily accessible alongside
need to get the right advice or support for your charity. the original.

We should keep in mind that beneficiaries (service-users or

clients) who need help with languages may already be using Why is the difference between translation and
informal language support to engage with your charity. For interpreting important?
example, they may read your website and social media
posts using automated machine translation, rely on Google The difference between translation and interpreting is very
Translate to read your emails, or ask family members and important because they use different methods and skills
friends to help. with their own set of considerations.

Translation is not as time-sensitive as interpreting because

Although translation and interpreting are often it is rarely carried out in real-time with those who need the
described separately, they are two sides of the info-circle language support. Written documents are usually sent to a
same coin. If you need interpreting then you will likely translator and then returned once completed, except when
need translation, and vice versa. using language technology.

Translators have time to research the most appropriate

Do I need translation (a translator) or interpreting terminology and consider the best solutions for any linguistic
(an interpreter)? or cultural difficulties found during the translation process.

Translation Translation and Translators focus on the Translation can be more collaborative by combining the
written word – all written texts and documents language skills and cultural knowledge of two or more
e.g., websites, emails or letters, reports, forms, translators, whereas team-working is more challenging for
and every other type of publication including real-time interpreting.
subtitles*.

Interpreting Interpreting and Interpreters focus on the

spoken word – all situations that involve
people speaking in real-time e.g., in-person
or virtual meetings, interviews, and all other
types of sessions, events or situations that
happen in real-time (not pre-recorded).

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A Quick Guide to Language Support

01 The Trick with Terminology: Translation or Interpreting?

There are safeguarding considerations to bear in mind

The same terminology may not be possible with interpreting. Interpreting in the charity sector will most
in another language, for example the term info-circle likely involve beneficiaries (service-users or clients) and the
‘safeguarding’ is now quite common in the charity wellbeing of those providing language support should also
sector but mostly only in the UK and will not have an be considered. Interpreters are often seen as a language
equivalent term in many other languages. lifeline by beneficiaries and may be seen as holding a
position of trust and responsibility.
Culturally specific words and practices may not
have been considered during the writing of the
original document, and these specific terms can There are many different scenarios where
be unfamiliar to those reading a translated version interpreting might be needed, but there are info-circle
unless these are explained. For example, the also different types of interpreting:
frequently used acronym the ‘NHS’ may need to be
described further in translated versions e.g., the NHS Consecutive (or Liaison) Interpreting is when
(the National Health Service in the UK which is free at interpreting takes place after a person has spoken
the point of access). i.e., one after the other. This will probably be the most
common type of interpreting in the charity sector.
There can be varying degrees of formality with
consecutive or liaison interpreting, which should be
While translation usually involves working from discussed and agreed in advance with the interpreter.
one language into another, an interpreter will info-circle
Simultaneous Interpreting is when interpreting
work between both languages. Interpreters need to
takes place at the same time as the person speaking.
be experienced at switching between languages and
This is most often used during live conferences or
equally proficient in both.
events (in-person or virtual) and usually with large
audiences. This type of interpreting is most frequently
seen during live broadcasts of political speeches
Interpreting in real-time is extremely time-sensitive and by state leaders, however it would also be used by
requires a significant amount of advanced preparation charities for conferences or large public events that
to ensure it is effective for all involved. Along with needing take place in-person or online.
to be prepared in advance for culturally specific terms
and phrases related to the bespoke circumstances of the
session, an interpreter also needs to have soft skills in order
to successfully mediate between multiple speakers. For
example, an interpreter will use non-verbal cues and their
body language to help the flow of conversation to avoid
interrupting those who are speaking but also ensuring
suitable intervals for interpreting to take place. Interpreters
may also take notes during the session.

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A Quick Guide to Language Support

01 The Trick with Terminology: Translation or Interpreting?

Some thoughts on safeguarding:

• Set expectations around the boundaries or limits of

interpreting support. It is very understandable that
beneficiaries may want to form a connection with an
interpreter beyond the session to find help with other
matters or simply to build links in their community.
Establishing relationship boundaries and access to
interpreters (personal contact info, office hours, social
media, phone, email, etc.) will help with safeguarding
from the outset.

• The interpreter may already have a connection to the

beneficiary if they belong to the same local community.
If the beneficiary knows the interpreter, it may prevent
them from speaking openly about sensitive or personal
issues. In such circumstances, it may be helpful to repeat
your confidentiality policy to reassure everyone involved or
explore working with a different interpreter who does not
know the beneficiary. Informal language support offered
by family members or friends may be inappropriate in
some situations.

• Charities often work with sensitive or emotional situations,

and it is useful to keep in mind the potential impact on
interpreters if they are supporting challenging or difficult
conversations. Where possible, offer the interpreter a
debriefing or aftercare session because they will not be
able to talk about their experiences with anyone due to
confidentiality.

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A Quick Guide to Language Support

02 Language
Support

Language support can be described as all the different • Professional language support is seen as the gold
ways of decreasing language barriers. standard for communicating across languages,
particularly in the business sector. Professional language
There are many situations and scenarios where language services are provided by translation and interpreting
support will be needed, which can involve many different companies or agencies and by freelance translators
people as well as technology. and interpreters. Professional services are the preferred
solution for language barriers because they have the
• Informal language support is very common because expertise, training, and quality controls in place to ensure
many people are multilingual and technology has effective support. Translating and interpreting is often
progressed significantly in recent years. complex and can be critical in many situations, therefore
the knowledge and experience of professional services
Informal language support is provided by multilingual are often best placed to meet those challenges.
people who would not describe themselves as professional
translators or interpreters. For example, family (including
children), friends, and other community members will Did you know that professional services
often help those who need language support. include many different areas of expertise info-circle
and specialist subjects?
Multilingual staff and volunteers within a charity will also
This knowledge and expertise can range from
offer their help to overcome language barriers if they can.
legal, technical, medical, and marketing to tourism
and video gaming. It is helpful to learn whether a
Language technology, such as Google Translate,
language service provider has experience in your
Microsoft Translator, or other automated machine
area of work (if it is specialised) before contracting
software, have become everyday tools for bridging
these services.
language barriers and can be described as informal if
a professional translator or interpreter is not involved in Did you know that translators and interpreters will
checking the results of using these tools. have different levels of experience?

Always ask about the training and/or experience

It is important to acknowledge the value of of the individual translators and interpreters you
informal language support because it is very info-circle may be working with to check if these match your
helpful in many circumstances, or possibly the only expectations.
option at the time. However, it is equally important
to recognise the burden placed on those providing Carrying out due diligence steps is always
informal support because they may not have recommended before contracting professional
the experience or training that may be crucial for language services.
effective translation or interpreting. Also, there are
some scenarios where it would be far more ethical
for an unrelated or independent person to provide People, rather than technology, are usually best placed
language support to a beneficiary. to help with language barriers because they can better
understand and adapt to individual scenarios and
situations. They can proactively check if a sentence or
phrase is unclear or ambiguous to make sure the meaning

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A Quick Guide to Language Support

02 Language Support

is accurately translated or interpreted. People who provide frequently used words or phrases. Since the same word
language support, either informally or professionally, can mean different things in different situations, an
will have their own levels of language proficiency with algorithm could select the wrong option. For example,
varying degrees of experience or practice of translation the word ‘safe’ can mean to be protected from danger
or interpreting. It is important to find out in advance about or harm but it could also mean a strongbox to store
the levels of language proficiency and their experience of valuables to prevent theft or loss.
translation or interpreting to make sure these match your
specific circumstances and expectations. B. Data protection is a key consideration when using
freely available technology, such as Google Translate
and Microsoft Translator, because all your data will
Language technology (also known as likely be automatically added to their reference
Automated, Machine, or Computer-Assisted info-circle systems for the algorithms underpinning this
Translation/Interpreting) is frequently used both technology. Sharing highly sensitive information or
inside and outside professional language services. personal stories from beneficiaries would naturally
It can provide free or low-cost language support, be a concern. Translation companies and freelancers
however it is crucial to be aware of some potential also use language technology, but many will have
limitations of using this technology. Language access to secure and closed systems that guarantee
technology has drastically improved for translation your data is protected (always check if a secure closed
in recent years depending on the circumstances, system is being used if you require this level of data
but this is not yet the case for automated or protection).
machine solutions for interpreting.
C. There are also limitations around the languages the
technology can support. There are more than 6,000
Language technology, such as Google Translate, Microsoft spoken languages in the world today, however
Translator, or other automated machine software, can be language technology can only support a very small
very useful in some circumstances. However, there are number of these. For example, language technology is
also some limitations to be aware of: most effective between European languages because
they have been prolific and dominant in the digital
A. Language technology can be very accurate when age. Many languages are not supported at all, while
translating or interpreting short and simple sentences, others may be less accurate simply because they
but it is likely to be less accurate for specific contexts, have not been given the same amount of attention
complex concepts, and lengthy or difficult phrases. during technological developments. For example,
The technology can only process the data that has language technology has become more accurate
been inputted into the system and will rarely reorder and reliable for languages such English, French, and
that information for it to make more sense – it is Spanish in comparison with languages such as Tamil,
less likely to make intuitive connections in the same Urdu, or Welsh.
way people can. The technology uses algorithms
to transform one language into another, which is
mostly based on probabilities and selecting the most

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A Quick Guide to Language Support

03
The Cost Question

Initial info,
signposting,
and services

Professional language services carry a financial cost, but The cost of interpreting services is calculated differently from
this will vary depending on the type of support you need translation because it is based on the time it takes rather
(translation, interpreting, or audiovisual), the specific than the number of words that are spoken. Again, rates
languages you need, and the level of service you choose. will vary depending on the languages you need because
The best advice regarding costs is always to request a some are more easily supplied by interpreters compared
quote from different service providers. with others. There may be additional costs for in-person
interpreting, for example travel expenses and travel time. A
The cost of translation services is usually first calculated minimum charge may be quoted if you need an interpreter
based on the number of words the document contains (the for less than one hour, however you could explore virtual or
word count). The quote will also consider the level of difficulty remote services to find cost effective interpreting for shorter
or complexity of the text in order to evaluate the amount durations e.g., phone or video calls.
of work it will require, along with adjusting for the level of
service you choose from the range on offer. For example, an
information booklet about health conditions will likely include
Informal language support also carries a
critical medical terms and explanations that would require
cost, a hidden cost that is shouldered by info-circle
more time and resources compared to a simple registration
those providing the language support or drawn
form or more general information often found on websites.
from other resources within a charity. For example,
it is relatively common for family, friends, and other
The cost of translation, or rates, will vary considerably for
community members to help with language support,
many reasons and therefore it is impossible to offer a useful
which can lead to a loss of earnings because of
indication of the potential costs. The rate per word will vary
the time it takes to accompany the person needing
depending on the languages you need (often described as
their help as well as additional costs such as travel
language pairs) because some languages are more easily
expenses.
supplied by translators compared with others. Furthermore,
language service providers may offer a discounted rate It is not unusual for multilingual staff and volunteers
for sizeable documents, along with offering a reduced rate to provide informal language support, but this can
if a particular term or phrase is repeated throughout the divert resources away from their main duties if
document. Some language service providers may even offer translation and interpreting are not included within
a special discount to charities to support their valuable work. their role. Charities are aware of the need to provide
training and support to staff and volunteers for all
Another factor determining the cost of translation is the level the tasks they perform, including providing language
of service you choose. Language service providers offer a support, which also carries a financial cost to the
range of service levels or packages to meet your needs and charity.
budget. For example, these will include more basic options
such as using in-house language technology, with or without
the intervention of a human translator, and will extend
to premium packages that may include multiple review
cycles (different translators reviewing the work) or involving
specialist translators or multimedia support.

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A Quick Guide to Language Support

03 Initial info, signposting, and services

Finally, and significantly, we must think of the potential

emotional cost to those providing language support
because charity work can often involve highly sensitive
or personal situations. Those with a personal connection
to those needing language support may experience a
greater emotional impact. Furthermore, staff or volunteers
may also feel a greater sense of responsibility, stress, and
anxiety around providing effective language support. While
professional translators and interpreters are by no means
protected from the emotional impact of challenging
situations, they should be more experienced at managing
these emotive experiences.

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A Quick Guide to Language Support

04 Finding
Support

Finding language support can be challenging because of Looking for language support in your local area can be fruitful.
the financial cost of professional services and the many You can quickly find professional services by searching online
considerations that surround informal language support. It using your location and related keywords e.g., Translation/
can also be difficult to know when translation and interpreting Interpreting Company or Agency and Translator/Interpreter,
might be needed. and your search can be further refined by adding the
language you need. The social media platform LinkedIn has
also become a popular site to find professional services.
Building your knowledgebase will help your
charity or community group find the support info-circle
you need: Translation and interpreting use different
skills, therefore professional translators may info-circle
• If you record personal details about beneficiaries not offer interpreting services and vice versa. Only
or members, you could also include their preferred include the type of language support you need in
language and whether they feel translation and your keyword search or when sending enquiries i.e.,
interpreting would be useful to them. translation or interpreting. Check if the provider can
• You can learn about the languages that might offer translation and interpreting if you need both
connect with your charity, for example learning services.
about what languages are most common in your
local area (check with local councils and other
local data) or that may link to the type of work
Due diligence is always important when searching for
you do by talking with your wider team about the
professional support due to the high number of language
languages they have encountered.
companies and freelancers across the UK and beyond. You
• You could review your publications to prioritise
can review their websites for credentials, policies, and links
information and resources for translation that
to recognised bodies or associations e.g., the ATC, CIOL, ITI,
would be most useful to your beneficiaries.
NRPSI. You can also search for testimonials and feedback
• You can also keep a record of any internal and
from previous clients.
external contacts who can offer advice or provide
language support.

You may be able to find informal language support by

connecting with other local organisations or groups if they
have experience of working with languages, or they may be
able to recommend professional services.

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A Quick Guide to Language Support

05 A Brief Checklist Creating a comprehensive brief is essential for matching

your individual language needs with the right support. It
can also help streamline conversations with professional
services or other organisations.

Your Brief Checklist:

5.1 Your contact and charity details. possible. Please list the specific languages you need
and their direction, where the languages are from, and
Begin with your contact information, the name of your where the language support will mostly take place.
charity, a website link (if applicable), and where your
charity is located. Include the languages followed by the region and
specify the direction e.g., English (UK) to Portuguese
5.2 Translation (written words) or interpreting (Brazil), or English (US) to and from French (DR
(spoken words)? Congo). Needing both directions is most common
with interpreting but follow-on translation may also be
Specify if you need a Translator or an Interpreter (or needed for replies to your emails or completed forms.
both) as this will determine how language support is
coordinated and who is involved. It may be important to share the location of where
the language support will take place, for example
5.3 Summary whether those using the support are based in the UK or
somewhere else in the world.
Briefly introduce what your charity does, who it helps,
and where it works to offer some initial background
information. Be specific about the languages you
need because different languages and info-circle
Give a detailed summary about the written document dialects can be found in the same countries
or future interpreting session, include the title and or regions. For example, in Syria you find many
the type of document or session e.g., advice leaflet, languages including Kurdish, Turkish, Aramaic,
website content, forms, reports, interviews, support Armenian, and Arabic (Arabic also has many
group meeting, conference call, etc. dialects depending on the region e.g., in
Syria, Levantine and Mesopotamian are most
Include a description of the content i.e., what subjects common). Modern Standard Arabic (MSA) is
and topics are covered, and what it hopes to achieve frequently used for translation, however this
e.g., raise awareness, appeal for support, give advice, may be less appropriate for beneficiaries
etc. under certain circumstances. Also, check if the
language being requested is the first language
5.4 Word count or duration of those using language support because
many people will use a second language to
Include the number of words contained in the communicate more easily e.g., in the DR Congo,
document for translation, or how many minutes/hours French is an official language and frequently
the session will likely involve for interpreting. used but Swahili or Lingala might be their first
language.
5.5 Languages, locations & dialects

With so many languages and dialects in our

communities it is very helpful to be as precise as

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A Quick Guide to Language Support

05 A Brief Checklist

5.6 Preferred deadlines or dates, times, and If you expect the design and presentation to perfectly
place match the original version then it is important to be
aware that translations will often result in changes to
Always highlight if you need urgent translation support, the size or layout of a document i.e., a translation may
or by a specific date. Alternatively, give details of the result in more or less words than the original or cover a
date, time, and place for interpreting. different surface area depending on the language and
its features (font/script). Furthermore, additional text
Translation: insert Deadline Date may be needed in the translation to explain unfamiliar
Interpreting: insert Date; the Meeting Time; the terms or concepts. If the format or presentation cannot
Meeting Place (virtual or full address); be replicated or you want to use the translations in
and the Number of Meetings (if future a different format in the future, then you will need to
sessions will be needed). coordinate the final design and be alert to possible
formatting errors or incompatibilities. Errors can occur
5.7 Budget/Quote when copying and pasting between programmes or
systems, for example from a Word document into an
Consider your budget for professional services as you email template or from a PDF into a social media post
may need to explore access to funding with your team. because some typefaces, or Fonts, are incompatible
There is no need to disclose your budget in the brief with certain languages and formatting rules can be
you send to language service providers, but it can different depending on the language.
be useful to know your budget ahead of receiving any
quotes. Reviewing and editing a document before it is
translated can be very helpful to look for terminology
After carrying out your due diligence checks, it is best or phrases that may need to be simplified or
practice to request quotes from several language explained for other languages and cultures, as well
service providers to compare the services and costs. as providing the opportunity to add instructions to the
translator on how to approach any culturally specific
*If you are unable to secure funding for language words or concepts. For example, could some phrases
support, please contact Charity Translators for advice. be simplified? Are there any special terms, ambiguous
words, or acronyms that might need to be explained?
5.8 Person-centred considerations Do you need to add guidance notes for the translator,
such as using brackets for explanations of special
You will also need to mention any accessibility terms? E.g., (The NHS is the National Health Service,
requirements of those using language support, which which is free and includes doctors, hospitals, and
could include literacy levels, access to and knowledge ambulances).
of digital technologies, along with any visual or hearing
impairments. These considerations help to determine For interpreting, always include full details of the
the most effective solution for language support e.g., topics or talking points for discussion, along with
a written document may be unhelpful if literacy levels any specific terms or subjects and any available
are low, or an online solution would be ineffective if reference materials.
there are problems with accessing or using networked
devices or computers. 5.10 Reference materials

5.9 Files, Formats & Forward Thinking Please include all reference materials or links that
could help with the translation process or interpreting
For translation, always attach the original file in the session. For example, website links, style guides or
format used to create the document (PDF, Word, glossaries, previously translated materials with their
PowerPoint) and ensure the file can be edited i.e., avoid original versions, external but related links, etc.
sending scanned copies or files with security features.

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A Quick Guide to Language Support

06 Top
Recommendations

Knowing languages, translation, and who will use the translated materials. This provides the
interpreting opportunity to check the translation is fit for purpose before
wider distribution. It is useful to keep in mind that readers
Get to know the specific languages, locations, and dialects will often have their own preferences about how words or
of those needing translation or interpreting as these phrases should be translated because there can be many
are essential for effective language support. Take every ways of saying the same thing. It might be helpful to ask those
opportunity to build awareness of the languages that link piloting a translation to focus on whether the information is
with your charity and the challenges involved with translation being communicated effectively.
and interpreting (linguistic, cultural, experience levels, and
logistics).
Interpreting feedback

Knowing who is providing the language It is vital to get feedback from those using interpreting
support? support and from those providing it. Feedback helps to build
confidence in the effectiveness of the language support and
Find out as much as you can about who is providing the can also help with safeguarding.
language support and check they have matching skills,
training, or experience for your needs and expectations. Feedback from those using interpreting support should
include:

Bilingual resources? • Whether they felt comfortable during the session

• If they understood everything that was discussed
You may need some bilingual documents with the original • Whether they have any questions or concerns arising from
text and the translations shown together e.g., registration the session.
forms, email templates, or other documents that will be
used by both the charity and beneficiaries. You may need Feedback from interpreters should include:
to add an instruction to bilingual documents to advise
which language should be used for replies or responses e.g., • Whether they felt the person needing language support
“please complete the form or reply in English”, unless you are understood everything during the session
happy to receive information in multiple languages. • If they encountered any interpreting challenges
• Whether the pre-briefing details were appropriate or
could be improved
Piloting translations • Whether any safeguarding concerns or emotional impacts
arose during the session.
Where possible, it is highly recommended to pilot all
translations with one or more people who represent those

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A Quick Guide to Language Support

07 More
info
For more information about this guide or to ask for tailored
advice about the language support you need, please
contact Charity Translators.

Charity Translators - grassroots but

global!
Charity Translators are a growing volunteer community
offering language support to the charity sector.

Working with UK and international charities, the Charity

Translators’ team provides advice and guidance on
language support, as well as supporting translation work for
charity projects.

Get in touch with Charity Translators at

https://www.charitytranslators.org/

Association of Translation Companies

The Association of Translation Companies (ATC) is a

professional membership association representing
language service companies in the UK and internationally.

The ATC defines standards of excellence for language service

companies by promoting quality-managed services and
best practice. Its members provide translation, interpreting
and other language services to charities as well as and
public sector and commercial organisations across the UK
and the world.

Find an ATC member at

https://atc.org.uk/member-directory/

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