How to Choose On-Site Interpretation vs. Remote Services
As the United States’ foreign-born population grows, so too does the demand for interpretation services. According to Verified Market Research, the remote interpreting market alone (i.e., over-the-phone and video remote interpreting) is expected to reach $2.9 billion by 2028, highlighting increasing popularity. Although remote interpreting services are on the rise, on-site interpretation also plays an important role in any language access plan, and are often used in conjunction with remote services.
These services are especially important in enabling individuals with limited English proficiency (LEP) to access critical services from government agencies, healthcare providers, and academic institutions. Interpreters allow for equitable delivery of critical services like medical care and legal representation to individuals with LEP—but when you’re working with a lot of LEP individuals, it can be a bit tricky to determine whether you need on-site interpretation or remote services.
In this blog post, we’ll look at the key differences between on-site interpretation and remote interpretation services like over-the-phone and video remote interpreting (ORI and VRI, respectively). We’ll also walk you through the key steps to determining which one is right for your organization’s needs so that you know when to request which kind of service from your language service provider.
On-Site vs. Remote Interpretation
Interpreters act as intermediaries that allow speakers of different languages to speak to one another in real time (unlike translators, who work with written documents and texts). For example, if an emergency room doctor only speaks English, they’ll typically work with a Spanish-English interpreter to help them speak directly to a patient who only speaks Spanish during a visit to the ER. When requesting an interpreter, the doctor can either choose on-site interpretation or remote interpretation.
With on-site interpretation, the interpreter is physically present in the same location as the parties doing the speaking (i.e., in the example above, the interpreter would be in the emergency room). On the other hand, remote interpretation entails the use of communication technologies like telephones and video calling software to deliver the same services. With remote services, the interpreter can be located anywhere.
Here’s a broad comparison of these two different kinds of interpreting services:
| On-Site Interpretation | Remote Interpretation | |
|---|---|---|
| Location | The interpreter must be physically present in the same area as the two parties speaking. | The interpreter can provide services from any location. |
| Technology Requirements | Minimal—large-scale conference interpreting may require additional sound equipment and other tools, but in general, there is no need for internet connection or special hardware or software. | Requires stable internet, compatible devices, and user familiarity with relevant interpreting platforms. |
| Cost | Can be more expensive, as cost can include travel time, mileage, and scheduling fees. | Typically more economical, as there is no travel involved. |
| Client/Patient Trust | May improve an individual’s level of comfort and satisfaction. | May feel a bit more distant to some individuals. |
| Scheduling | Is typically scheduled well in advance. | Can often be provided on demand, with an interpreter connected and ready to go in seconds. |
Note that both on-site and remote interpreting services have their own set of complementary strengths and weaknesses. Because of this, it’s a good idea to utilize a hybrid approach, using on-site interpretation in some instances, and remote interpretation in others. Below, we’ll outline instances where you might prefer on-site services over remote services, and vice versa.
When to Choose On-Site Interpretation
On-site interpretation tends to be best for sensitive or particularly high-stakes scenarios for which body language cues are important—think settings like courtroom testimonies or mental health evaluations. Here are a few instances where it’s best to have an interpreter physically in the room with you:
- Sensitive or emotional conversations, such as discussions about end-of-life care or testimonies in the courtroom.
- Situations where nonverbal cues like body language and gestures are especially important, such as with sign language.
- Settings with technological limitations, such as poor internet connection or lack of proper equipment for remote services.
- Settings with high stakes or legal implications, where a clear understanding is vital, such as immigration court or child protective services.
- When there are several speakers participating in the conversation (remote services may hinder the quality of interpretation if there’s a large number of people speaking for long periods of time)
It’s also important to consider the preferences of the LEP individual—some people have a strong preference for an on-site interpreter. When possible, it’s a good idea to go with their preference, as this can build trust and improve satisfaction. The National Council on Interpreting in Health Care found that 63% of healthcare professionals believe on-site interpretation improves patient trust, especially during critical or sensitive care moments.
When to Choose Remote Interpretation Services
Remote interpretation services are just as important as on-site services—both should be a part of your language access ecosystem. Remote services are particularly helpful when you can’t schedule an on-site interpreter to come in, such as in emergency situations. Here are a few other instances where you might choose a remote interpreter over an on-site interpreter:
- When you need services on-demand—i.e., you need to get connected to an interpreter within a matter of minutes, rather than scheduling something days or weeks in advance.
- If you’re trying to allocate resources strategically, remote services may help you optimize spending, as they tend to be less costly than on-site interpretation.
- Remote interpretation tends to be more scalable, making it more convenient for organizations with multiple sites or in rural locations.
- Services typically delivered remotely (i.e., telehealth, customer service phone lines, etc.) are ideal for remote interpretation.
- During the COVID-19 pandemic, remote interpreting was used more widely to reduce the risk of exposure; it remains a useful tool when social distancing precautions (relating to COVID-19 or other diseases) are a concern.
Hybrid Approach: Best of Both Worlds
Oftentimes, it’s not a matter of one or the other: remote and on-site interpretation services can be used in conjunction with one another in a sort of hybrid approach. Chances are, your organization needs an interpreter for several different scenarios, not just one specific instance. When contracting interpreting services, you’ll want to have a conversation with your language service provider to determine all the cases you need to use interpretation in.
For example, hospitals and other healthcare providers often take a hybrid approach to interpreting. During urgent, emergency care situations, they may use a video remote interpreting services, but for a consultation or appointment scheduled well in advance, the patient may request that an interpreter be present in person.
A quality language service provider will walk you through the process of determining which services are right for you and when—if you’re not sure which service you need, be sure to seek out language service providers that offer both remote and on-site services. That way, you can consult with them to make an informed decision for your organization and clients’ unique needs.
Questions to Ask When Deciding Between On-Site Interpretation vs. Remote Services
When determining whether your organization should use on-site interpretation or remote interpretation services, ask yourself the following questions:
What is the setting and nature of the conversation?
If it’s particularly sensitive, an on-site interpreter might be ideal. If it’s less sensitive, remote interpretation could be doable.
How critical is onsite interaction and nuance?
If the interpreter does not need to observe body language or other nonverbal cues, remote interpretation could be a safe alternative to on-site interpretation.
Are there privacy or legal concerns?
Sometimes you may not have much of a choice—if there are legal requirements for an interpreter to be physically present, you’ll need on-site interpreting services.
Do you have the technological infrastructure to support remote interpreting?
If you don’t have access to reliable internet and the proper hardware and software for VRI or OPI, you’ll need to bring in an on-site interpreter.
Conclusion
On-site and remote interpretation are not necessarily substitutes for one or the other: They’re both key parts of your language access toolkit. While remote interpretation is more tech-forward, on-site interpretation services are far from obsolete—oftentimes, they’re essential to providing equitable services to LEP community members.
If you’re looking for a language service provider to help you devise the right approach to interpreting services, Avantpage can help. Fill out this form to get a free quote from us or reach out at [email protected] or (530) 750-2040.