9 min readHow to Select a Captioning Service for Government and Public Sector Content in New York

Government agencies and public sector organizations in New York have a responsibility to provide accessible content for all citizens, including those with hearing impairments. Captioning services are a critical tool in achieving this goal, especially as video content becomes increasingly integral to communication, education, and public outreach. Selecting the right captioning service can ensure compliance with accessibility regulations and provide an inclusive experience for all. This article will guide government agencies, public sector organizations, and compliance officers in New York on how to select a reliable and compliant captioning service.

Understanding the Importance of Captioning for Government and Public Sector Content

Captioning is the process of displaying text on a screen that corresponds to spoken words, sound effects, and other audio elements in multimedia content. For government and public sector organizations, captions are not just about making content accessible—they also play a critical role in meeting legal requirements.

In the United States, the Americans with Disabilities Act (ADA) and Section 508 of the Rehabilitation Act mandate that government websites and electronic content must be accessible to individuals with disabilities. Failure to comply can result in legal consequences, including lawsuits and penalties. Additionally, providing captioned content helps public sector organizations demonstrate their commitment to inclusivity, equity, and transparency, all of which are foundational principles in government operations.

How the New York City Government Improved Accessibility Through Captioning?

In 2022, the City of New York implemented real-time captioning for all live public meetings and press conferences as part of an initiative to improve accessibility for citizens with disabilities. The city partnered with a captioning service that not only ensured ADA and Section 508 compliance but also handled the high volume of media content produced by the city’s various departments. As a result, public engagement skyrocketed, with a 40% increase in viewers attending public hearings online, many of whom previously would not have been able to participate due to hearing impairments. This shift was praised as a model for other state and local governments.

Key Factors to Consider When Selecting a Captioning Service

Choosing the right captioning service is vital to ensuring your content is accessible and compliant. Several key factors should be considered when selecting a service provider:

1. Compliance with Legal Requirements

One of the most important factors when selecting a captioning service for government and public sector content is ensuring compliance with relevant legal standards. In addition to the ADA and Section 508, New York State has its own set of regulations regarding digital accessibility.

Ensure that the captioning service you select is well-versed in these laws and can help you meet the specific requirements. Look for providers who understand the nuances of government and public sector needs and can guarantee full compliance with federal, state, and local regulations. Additionally, the captions should be synchronized with the audio and include descriptions for non-verbal sounds to meet the standards outlined in these laws.

2. Accuracy and Quality of Captions

Caption accuracy is critical, especially in a government context where the information being conveyed may be highly sensitive or complex. Mistranslated terms, incorrect punctuation, or missed context can result in confusion or misinterpretation of important content. When selecting a captioning service, prioritize companies that offer high accuracy rates.

Look for services that use a combination of human transcriptionists and advanced speech recognition technology to ensure that captions are both accurate and timely. Human captioners are necessary to guarantee that complex jargon, technical terms, or government-specific language is transcribed correctly, as automated systems may struggle with specialized vocabulary.

3. Real-Time Captioning and Video On-Demand

In many government and public sector settings, real-time captioning is a necessity. Public hearings, press conferences, town halls, and meetings are often broadcast live. During these events, it is critical that the captions appear in real-time, allowing those with hearing impairments to follow along with the conversation as it happens.

When choosing a captioning service, inquire about their real-time captioning capabilities. Ask for examples of how they have handled live events for similar organizations. The service should be able to guarantee quick turnaround times, typically providing captions within seconds of the spoken word.

Additionally, for on-demand content (e.g., recorded webinars, training videos, or archived speeches), ensure that the service can deliver accurate captions that are easy to read and follow. This is particularly important for government agencies that may need to provide content for future reference.

4. Support for Multiple Formats

Public sector content can come in many formats, from live-streamed events and webinars to YouTube videos and downloadable PDFs. Therefore, the captioning service should be capable of handling a wide range of media formats, including MP4, MOV, MP3, and even PDF files. Some services may also offer captions for audio-only content, like podcasts or radio broadcasts.

Ensure that the captioning service provider is adaptable to your content’s specific needs and can handle multiple platforms where your content is published. This flexibility ensures that no matter how your content is shared or consumed, accessibility is guaranteed.

5. Customizable Features for Branding and Formatting

In the public sector, consistency in branding and presentation is essential. It is important that captions align with your organization’s visual identity. The best captioning services offer customizable features, such as:

• Font style and size: To match your branding guidelines and ensure readability.
• Color schemes: To complement the video and ensure contrast for legibility.
• Positioning: The ability to adjust where captions appear on the screen to avoid covering important visual content.

These options are particularly important for government entities that produce branded content or want to maintain uniformity across all communication channels.

6. Cost Considerations

Budget constraints are often a concern in the public sector, but it’s important to recognize that investing in a high-quality captioning service can help avoid costly mistakes down the line. Low-cost captioning options may seem attractive, but they can result in poor-quality captions that risk non-compliance with accessibility laws or create confusion for viewers.

When budgeting for captioning services, factor in not only the cost per minute or hour of content but also the quality of the service, speed of delivery, and available features. Additionally, consider whether the service offers ongoing support for the life of the project or if they provide a one-time service.

7. Customer Support and Reliability

In government and public sector settings, time is often of the essence, and technical issues can arise unexpectedly. A reliable customer support system is essential to ensure that your captioning service can meet deadlines and address any concerns or issues that may arise during production.

Ask potential captioning service providers about their customer support options, including response times and availability of support during after-hours or weekends. It’s also a good idea to look for customer reviews or case studies to gauge the provider’s reliability and responsiveness to past clients.

Captioning Myths Busted

Myth: AI captioning is just as accurate as human captioning.
Fact: While AI-powered captioning has improved significantly, it still cannot match the accuracy of human captioners, especially for complex governmental language or industry-specific terminology. A human captioner ensures higher levels of accuracy, particularly in live broadcasts or public safety announcements.

Myth: Captioning is only for the hearing impaired.
Fact: Captioning benefits everyone! It’s not only essential for those with hearing impairments but also for viewers in noisy environments, non-native speakers, or individuals who prefer reading along with the audio for better comprehension.

Conclusion: Choosing the Right Captioning Service for Your Needs

Selecting the right captioning service for government and public sector content in New York is a critical decision that ensures both legal compliance and accessibility for all citizens. Government agencies and public sector organizations must prioritize accuracy, compliance with relevant laws, and quality when selecting a provider.

By considering the factors outlined above, including legal compliance, real-time captioning capabilities, customizable formatting, and customer support, you can ensure that your content remains inclusive and accessible to everyone. This is not only a regulatory requirement but also a commitment to fostering equity, transparency, and inclusivity in government communication.

Take the time to thoroughly research potential captioning services, ask the right questions, and choose a provider that aligns with your organization’s needs and values. This investment will not only help you meet legal obligations but also enhance the accessibility of your content for New York’s diverse population.