Part III: Using Digital Dictation in Professional Situations

This, part three of three, will discuss how digital dictation can be shared via the Internet.

Basically, there are three ways for an author to get digital voice files produced by a recorder to their transcriptionist:

• E-mail.
  Sending voice files as e-mail attachments.
• FTP.
  File Transfer Protocol. Sending voice files to a FTP server to be later retrieved by the transcriptionist.
• VPN.
  Virtual Private Network. A secure link between the author's computer (or server) and the transcriptionist's computer.

E-Mail Transfers of Digital Dictation
The transferring of any digital file, whether it be a Word document, a spreadsheet or a digital voice file is quite easy with e-mail. You create a new e-mail message in your e-mail program (Outlook, Outlook Express, Thunderbird, etc.) and attach the voice file just as you would any other document.

However, if you want to automate this process using the Olympus DSS Player Pro or Philips SpeechExec Pro dictation software - which can be a great time saver and will help manage the workflow of your dictation - there are more considerations involved.

If you are using Outlook (as opposed to Outlook Express), each program handles the transferring of the dictation file to Outlook for sending quite well. This is because Outlook is a "MAPI" program (Messaging Application Programming Interface). The dictation software will prepare and send the outgoing e-mail and attachment to Outlook, which handles the actual sending of the file as part of Outlook's normal sending function.

On the other hand, if you do NOT use Outlook (and I'm certainly NOT suggesting you do), using e-mail as part of the automated workflow process gets geometrically more complex. Other e-mail programs (there are other MAPI programs out there, but Outlook is the most prevalent), such as Outlook Express, AOL, etc. are not MAPI-compliant. This means that the dictation software cannot communicate with them. Therefore, the dictation software must do the sending instead, acting as it's own e-mail program. While this appears a simple thing, it is not, for several reasons:

• While sending dictation would cause no conflicts if you use your regular e-mail account, if the transcriptionist uses her software program to receive the voice files, s/he will run into problems, as they now would have, in effect, two e-mail programs checking the same e-mail account. If Outlook Express, for example, checks first and downloads a message with a voice file attached, the transcription software (e.g.,
  DSS Player Pro Transcription Module
  ,
  Philips SpeechExec Pro Transcribe
  ) would not find the message when it checked the e-mail account.
• These configurations require a POP (Post Office Protocol) e-mail account with external SMTP (Simple Mail Transfer Protocol) access. AOL and many other "Web-based" e-mail accounts don't allow other e-mail programs to check their e-mail accounts. Gmail requires a SSL (Secure Socket Layer) encryption connection, which the dictation and transcription software programs do not, at present, support. Therefore, making sure you have a compatible e-mail account is certainly another consideration.
• Most e-mail providers restrict the size of e-mail attachments to keep their servers from being overwhelmed. Digital voice files, depending on the quality setting of the file, can get quite large. If they get too large, the e-mail host may reject the e-mail and it's attachment.

In short, if you're not using Outlook or another MAPI compliant program, and your e-mail provider places restrictions on attachment sizes, you would be better off considering one of the two following methodologies.

FTP Transfers of Digital Dictation

FTP is one of the oldest Internet protocols, but one of the least known. Just as you are able to copy files to a server on your network, FTP allows computers to upload and download files over the Internet. It's usually easy to set up, fast and has fewer size restrictions than e-mail. Both pro systems support FTP transfers, and they can be sent (and received by the transcriptionist) without needing any other application on your computer.

• American Dictation provides very inexpensive FTP hosting services with over 99% uptime.
• Depending on the FTP service and program configurations, you may or may not have as much of a log of activity as you may need for tracking uploads and downloads. This varies widely, but you should have an idea as to how much information you need for auditing or management purposes before you choose the software and provider.
• You can use a FTP client program to also access your FTP account. This may be helpful in monitoring activity or diagnosing any problems.
• You will need to make sure FTP transfers are not blocked by your firewall. Opening FTP ports is a common practice, and your IT consultant can certainly do it quickly for you.

VPN Transfers of Digital Dictation

Virtual Private Networks are commonplace in the PC world. Macs can easily establish similar connections using Apple File Sharing. In essence, one computer connects to another over the Internet such that the "client" computer can see the "server" computer just as if both computers were on a network in the same office.

Using a VPN connection is by far the easiest and safest way of moving digital dictation files between author and transcriptionist. It also gives the transcriptionist easy access to other shared folders where finished work may need to be stored for retrieval by the author.



Summary

This series of articles was designed to help you better understand some of the sophisticated features today's professional digital dictation recorders bring to your operation. Before you spend thousands on a complex installation to manage your dictation work, check with a digital dictation expert to see of "out-of-the-box" offerings might just do the same job.

Part II: Using Digital Dictation in Professional Situations

In this installation, we'll discuss the method of Network Sharing of digital dictation files.

In offices where the author and the transcriptionist are on the same network, the sharing of digital dictation files is quite easy to configure. In either of the leading professional systems - Olympus and Philips - the author's software can be configured to download the voice files directly to a shared folder on a network server, or on the transcriptionist's computer.

From that share point, the transcriptionist can instantly access the voice file and transcribe it on his/her computer. Much quicker, safer and more reliable than using tapes.

Managing Workflow

Unless you're ready to pony up thousands of dollars for high-end transcription management systems, you might consult with someone knowledgeable about how either the Olympus or Philips dictation systems might accommodate your practice. We've set up large and small operations quite well simply by understanding how to configure the software that comes with professional digital recorders. The software is not necessarily intuitive, so professional help is generally recommended.

The distribution of dictation voice files from the author to the transcription generally falls within one of these categories:

• One-to-One.
  The author's dictation is handled exclusively by one transcriptionist. In this case, either the Olympus or the Philips systems will do quite well.
• One-to-Many.
  Each author's dictation can be handled by more than one transcriptionist. We see this most often where an author wants one type of dictation to go to one typist, while another type goes to another typist. To create an automated distribution of work based on "work type," the Philips software is the only one that will accommodate this type of workflow.
• Many-to-Many.
  Many authors send their dictation to a transcription "pool." In some law offices, we have seen where several attorneys' work will be typed by any one of a number of transcriptionists on a "first-come, first-served" basis. Either system - Olympus or Philips - works well in this regard.

(NOTE: there are many other reasons to consider one system instead of another, and ultimately it boils down to a case of priorities. See a digital dictation expert for more help.)

There are two important points to make when discussing Network Sharing of digital dictation:

• It's easier to configure, maintain and adjust than using e-mail or FTP to transfer files. Even over VPN connections, network sharing is a preferred methodology for many reasons, not the least of which is security.
• The versatility of the software that comes with today's digital voice recorders (professional units!) means that most small to medium sized business needs can be handled if configured correctly.

Next: Part III - Internet Distribution

Part I: Using Digital Dictation in Professional Situations

This is the first of a two-part series on how digital dictation can be used in a professional environment, such as a law firm, doctor's office or corporation. It addresses the various workflow scenarios that can be used with today's professional digital dictation recorders and software from firms such as Olympus and Philips.

While there are very expensive, enterprise-level solutions on the market, such as BigHand, this treatise focuses more on smaller practices - generally less than 50 employees - and whose digital dictation workflow can be handily managed by the software provided with the Olympus and Philips hardware. So, before those of you who sell the high-end, five and six-figure systems protest their exclusion, this entry is focused more on those firms who you are less likely to serve.

The End of Delivery Delays

In conventional offices, the dictator (or author) records their dictation into a tape recorder, then passes, ships or mails the physical tape to the transcriptionist. Understandably, this delay from transportation means that the turnaround of critical dictation is still dependent on delivery time and constraints.

With digital dictation, there is no physical dictation media to be manually distributed. We do know of some who use recorders with removable memory cards in much the same way as tapes - they remove the cards and physically deliver them to the transcriptionists - but this is not generally the best or safest use of digitally recorded files. Particularly when we have the instant speed of computers, networks and the Internet to eliminate the impact of transportation on dictation workflow.

Types of Digital Workflows

Dictation workflows for digital dictation start with the basic idea that the author will dictate, then pass on the digital voice files to a transcriptionist. If you think "tape," you're limited to the act of removing a cassette tape from the recorder and physically taking or sending it to the transcriptionist. With digital dictation, the act of moving the dictation is less physical and more electronic. However, it can involve some degree of physical action, as you will see.

We basically break down digital dictation delivery into three classes, or methods:

• Direct Download.
  Taking a digital voice recorder to the transcriptionist and downloading the files to his/her computer.
• Network Sharing.
  Downloading the digital files to a shared network server.
• Internet Delivery.
  Downloading the digital files to the author's computer (or a designated workstation), then sending the file via the Internet to the transcriptionist.

There are other, less common scenarios, but it is our experience at American Dictation that 99% of the installations we do fall within these three scenarios, with the second one being the most common, the third a close second, and the first one a distant third in number of installations. We present them in this order as it will be easier for those using tapes to follow along, as the first scenario is most analogous to the use of tapes for dictation.

Direct Download

In some cases where either the transcriptionist is in close proximity to the author, or the author and transcriptionist are not on a shared network, yet both are in the same office, the simplest delivery method is for the author to take their digital voice recorder to the transcriptionist, whereby the transcriptionist connects the recorder to their computer and quickly downloads the digital voice dictation files, erase the recorder, and returns the unit to the author. Then, the transcriptionist can transcribe the dictation using a USB-connected footswitch to control the playback of the voice files while they type the dictation into their preferred word processor or other application, such as an electronic medical records (EMR) or client management system.

This workflow has the advantage of technical convenience (no software to install or configure on the author's computer), but still requires that the author physically take their recorder to the transcriptionist. While in a close office, such as an attorney and their secretary, this may not be such a hassle, it does eliminate the opportunity for the author to instantly submit dictation when the author is not near the transcriptionist. It also requires that the author use a portable recording device instead of any type of desktop recording device, such as a SpeechMike or Direct Dictation Device.

For those recorders that use a docking cradle for recharging, as well as downloading, it means that the author must leave the recorder in the cradle at the transcriptionist's desk overnight for charging, or purchase an additional cradle and AC adaptor to use wherever they choose as a charging location.

Next: Part II - Network Sharing

Keyboarding Versus Dictating

As a younger, more computer-literate generation infiltrates the cubicles of law firms, many are rejecting the decades-old practice of dictating their work and instead typing their own correspondence. Why pay to have someone else type when one can do it themselves?

Why indeed.

In the sixth grade, my Mother rented an electric IBM typewriter to help my father prepare and mail out resumes. I was bored, so I found Mother's typing textbook she kept from High School and taught myself how to type. By the time I reached High School, I was tested at 75 words per minute, with fewer than 4 mistakes. With conventional typewriters, you had to be better.

Now that I have been using a computer to type for the past 25 years, I realize that I type almost as fast, but I make considerably more mistakes. Without the need for WhiteOut and erasers, I can correct any mistake without bother or fuss. However, that simple drop in precision has slowed my typing output by leaps and bounds.

Watching my sons "keyboard" today, and knowing that they had little proper typing instruction in school - I don't think our local schools even offer typing classes anymore - their typing speeds can't be much over 45 words per minute (with dozens of mistakes). Their hand posture is very poor, which will eventually lead to workplace-related injuries, and they sit slouched in their chairs. They never have had the most proper and disciplinary teacher enforcing good habits with the snap of a wooden ruler or the stern glare over silver-rimmed eyeglasses.

Considering that a person can dictate around 100 to 120 words per minute, a highly paid junior associate could put out as much as 3 to 4 times as much work product by dictating as they could if they typed. This is not even counting the wasted efforts of document formatting, saving, printing, archiving, etc., that associates are now responsible for, nor does it give the law firm the extra quality assurance expert legal secretaries have been providing for their bosses for centuries. It's the intangible called "saving your ass." Do senior partners really want to trust the reputation of their firm to the output of a junior associate who is doing their own document preparation?

While some firms say that allowing their attorneys to do their own typing saves the firm by reducing support staff, if they really put pencil to paper - or spreadsheet - they will find they are losing far more in billable work product by not using dictation, than they are by keeping secretaries. Far more.

Of course, one alternative which is catching on is the use of Speech Recognition software, such as Dragon NaturallySpeaking. It takes a while to gain full proficiency using this kind of tool, but if a firm is hell-bent on not utilizing support staff, they should at least help their associate be more productive and prevent future workplace-related injuries by considering voice recognition software.

Just my two cents.

Okay, that's it. Type that up and post it to our blog, please. Can you get me a ham and cheese sandwich for lunch? Hold the mayo? Thanks. Oh, and I need a new battery for this recorder.