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QA WORLD TRANSCRIPTION TEAM This document contains QA World’s basic transcription guidelines, rules, DOs and DON’Ts, and FAQs. We are expected to produce high-quality call transcripts which are clean, readable, properly structured and client-ready. The transcription style we observe is clean verbatim. Always follow the conventional rules of Standard English grammar to reach sound decisions. Make sure to check this document often, as the list may grow when additional style rules or questions are added. In the event that your question is not discussed here, you may reach out to our Slack workspace for an immediate and real-time assistance. Slack is our main form of communication within the Transcription Team. DOs and DON’Ts CAPITALIZATION DO capitalize the beginning letter of each sentence. DO follow the basic capitalization rule for all proper nouns (brandings, technical and specialized terms). DO capitalize acronyms. Abbreviations only as needed. (Example: EMT, ER, US, IT, HVAC) NUMBERS DO use numerals for all natural and counting numbers. These are what we use to count physical objects in the real world. Example: In the picture, my sister is holding 1 apple. 1 cup of rice 2 in-house clerks 5th child Gate 9 Room 3 DO use word format for non-counting and numbers that represent non-physical things. Example: My sister is the one holding an apple in the picture. one moment second thought three times fourth prophecy five years DO use numerals for mentions of all numbers or values from 10 and beyond. Top 10 malwares 24-month plan 250 books 35,000 points DO use numerals for numbers that are enumerated, mentioned in range, or indicator of level. Use “to” and not “-” to indicate range. Example: Write down numbers 1 to 4, please. You have two options. Option 1, renew this month and cancel on the next. Option 2, you can cancel now with a pre-termination fee. For day 1, packed lunch will be served in the mess hall while for day 2, a buffet lunch will be prepared in the quadrangle. We were offered this promotional package around 3 or 4 months back. 6 to 10 users will be at a monthly fee of $15 per user. I need a cabin on the 3rd level, please. My daughter is currently in Grade 7. DO use word format for the number 0 if mentioned as stand-alone. Transcribe in as zero, so as not to confuse it with the letter O. Example: zero tolerance zero visibility DO use word format for a number that begins a sentence, except when the number is a monetary value, percentage, or part of an equation: Example: Twelve technicians are currently on the payroll. 4 is the square root of 16. $99 is what we charge for membership. DO use word format for casual, non-emphatic numbers. Example: She gave me hundreds of reasons why I should join. Millions of children in the world are starving. DO transcribe numerals containing 5 or more digits with a comma. Four-digit numerals don’t need a comma. Example: I started with 1000 coupons and now I have around 20,000 of them. DO use the numeral plus the lowercase “th,” “st,” or “nd” when a day of the month is mentioned. Example: Mary will leave for Paris on the 17th of August. DO transcribe dates as numerals when the month, day, and year are spoken as numbers. Follow the formats MM/DD/YYYY, MM/DD or MM/YYYY if, when, and as applicable. MM/YYYY should be used to differentiate day from year (Ex: 01/2020 so as not to confuse with January 20 which should be 01/20 with January 2020 which will then be 01/2020). Example: I received an email dated Twelve Fifteen Two Thousand Seventeen (or Twelve Fifteen Seventeen. Should be: I received an email dated 12/15/2017. Otherwise, dates can be transcribed as is. Example: John and Jane will marry on June 6, 2018. DO indicate time of day with numerals. Example: I get off at 5:00. Our office hours are from 8 a.m. to 5 p.m. We’re leaving at 7 in the morning. DO transcribe fractions in word format. Example: My son is twelve and a half years old. I just ate one and one-half pizzas. The population was over one-half million. DO use numerals and the percent sign to indicate all percentages. Example: 75% of the people participated in the poll, but only 15% of the votes were counted as valid. DO use numerals to indicate ALL monetary values. Transcribe the value correctly and use the proper currency symbol. Standard currency is $ unless specified or for companies that have guidelines as indicated in its Glossary. Ensure that the value you are typing in makes sense as to what is being referred to in the conversation. Example: Our lowest package is priced at $14 per month. You’ll be paying $0.25 more if you upgrade to the next plan. The department’s budget for the next financial year is at $1.5 million. Is that Aus$100 or Can$100? You have a unique insurance option designed for vehicles that are fully paid up to R75,000. (Note: R is the symbol for South African currency Rand) DO use numerals to indicate values or measurements with the proper symbol or unit of measurement, whichever is more applicable for clarity. Example: The area of the office space is estimated at 120 sq.m. I am 5’5” so I would prefer a man taller than me. That hole is approximately 10 feet deep. The banner should be roughly 12 x 18 inches. You are currently enjoying a 2.5% rate for all card transactions. DO transcribe age in number format. Example: My son is 4 years old. This is a 25-year old wine. DO transcribe stand-alone numerals in number format. Example: Rep: How many technicians do you have on the team? Customer: 8. We are expanding the team in the next quarter. DO transcribe dimensions or areas in number format. Include the unit of measurement if applicable. Example: 5 x 5 2 x 4 x 8 10 x 20 cm SPELLING, GRAMMAR & PUNCTUATION DO observe proper and consistent spelling of words. DO add an "s" at the end for plural abbreviations. (EMTs, ERs, ITs) DO observe proper use of punctuations. (We do not use the exclamation mark in our transcript.) DO use capital letters separated by dashes when a word is spelled out. Example: His name is Bobby, B-O-B-B-Y. DO transcribe in “Uh-huh,” “Uh-hum,” when used as a response/answer to a specific question. DO transcribe standard responses such as "Yes," "Yeah," or "No" (NOT “Yup, Yep, Nope, or Nah” and the likes). They should be followed by commas when they are at the start of a sentence. Example: Yeah, I believe that is in the works. DO use non-curly quotes when a speaker is quoting something that was or is being said, or when a speaker is quoting a phrase. Example: The agent was explaining the situation, but the customer stopped him and said, "Please transfer me to your supervisor." I love eating a sandwich with a Coke because as they say, "Things go better with Coke." DO use … – an ellipsis or three dots – to indicate an interruption in the sentence or if a speaker trails off and doesn’t complete a sentence. When the sentence is resumed, start it with an ellipsis to indicate its continuity. Examples: Rep: I would suggest the lowest package which we call... Customer: Yes, I'd like that. Rep: ...the Starter Plan. And I'm sure it will be a good fit for what you are wanting to do. Customer: My account number is 11123456. Rep: Okay. I've just pulled up your account and I'm seeing here that… Oh, looks like your service has been disconnected due to an expired credit card on file. DO NOT use internet slang (lol, brb, idk, nomo) or chat-speak (u, 4 u, dnt knw). DO NOT type in “gonna, wanna, kinda, shoulda, woulda, coulda, sorta, gotcha, dontcha, dunno, ‘cause, y’all, etc.,” and the likes. Expand all informal contractions accordingly. DO NOT use “alright” and “ok.” The correct spelling is “all right” and “okay.” DO NOT transcribe fillers (ex. uh-huh, uhm, hmm, er) as well as words acting as fillers when used excessively (ex. like, you know, so, right, okay). How to determine fillers? They are short, meaningless words (or sounds) we use to fill the little pauses that occur while we decide what we’re going to say next. DO NOT transcribe false starts (false starts are commonly discontinued dialogues three (3) words and under) Example: Well, I thought… Well, I was thinking of downgrading my plan. Should be: Well, I was thinking of downgrading my plan. DO NOT transcribe stutters. Example: Let’s, let’s schedule next Wed-, Thursday our follow-up call. Should be: Let’s schedule next Thursday our follow-up call. OTHERS DO use the Glossary on the transcription page or Google search to aid you with hard to decipher words or inaudibles. However if still indecipherable, use […] to indicate inaudible word(s) or phrases. NO need to insert a timestamp. Please take note that we are allowed only ONE [...] for every 2min 30secs (02:30) audio (or TWO for every 5min audio). NO inaudible for audios under 2min 30secs. Use it for words and phrases but not for chunks of content. Exceeding beyond the allowed number of inaudibles will be considered a markdown (especially if the audio is actually clear). However, if it's legitimately inaudible, one can still get a passing rating as long as the rest of the transcript is good quality. For names of persons (unless this is for a Rep and data is available on the transcription page), make the most sensible and realistic guess based on what you're hearing and how you're hearing it. Do not invent far-fetched variation of names when the audio is clear and your problem is you cannot understand it.