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Digital dictation: improving workflow

by Ian Thomson

With digital technology embedded in the minds of most office users, the task is to find the right dictation equipment. Top of the agenda should be ease of use, workflow compatibility and value for money.  

Not that long ago talking digital or even considering buying digital was seen as heresy to analogue devotees. Now, with issues such as controls on machines and file sizes on old dial-up connections put to bed, current third and fourth generation products are some of the most fully developed users will see.

Over the last ten years, digital equipment has made significant inroads into the office equipment supply chain after suppliers acted upon customer feedback. Prices are stable and the pluses for digital devices, such as more capacity to record and a digital format that is easy to share, far outweigh higher prices for analogue and the loss of cassettes Yet, the real change has been in other technology catching up with digital dictation, said Mark Thackara, general manager, marketing, imaging at Olympus UK. “In the early days PC power and memory plus slow internet speeds were a frustration to many,” he said. “However, with increased network capacity, broadband and the low cost of memory, anyone can now run a very efficient set-up without a huge investment.”

Digital benefits

Prices in general are stable and the pluses for these devices – more capacity to record, a digital format which is easy to share (via email) and file storage – far outweigh the negatives such as a higher price than analogue and the loss of the capability to hand over cassettes as most dictation equipment has inbuilt memory. Furthermore, the ability to work digitally is freeing up workers and allows them to be safer, more accurate and more productive on the job.

For one thing, a big advantage with digital dictation equipment is the ease of navigation. And with such instant accessibility, suppliers are keen to educate users about the benefits of changing from tape and also to accommodate different user types.

Dictation users are aware of the concept of digital dictation, whereas 18 months ago the idea was still unknown to many small to medium businesses. They now face the task of establishing their true digital dictation requirements and consequently, choosing a suitable digital supplier.

Case study: Lancashire police goes digital

In the past five years, the increase in the number of crimes reported to Lancashire Constabulary has put a major strain on police resources. As a result the police force decided to implement WinScribe dictation software to address the heavy workload by reducing paper work, improving the audit trail and making better use of resource allocation.    

One of the major problems was that the process of hand writing and then faxing crime reports to the crime input clerks was inefficient. They needed a solution that would not only make the process of filing reports easier for officers, but would also take the strain off crime input clerks and better allocate resources across the force.    WinScribe proposed Voice Forms Workflow management. Using Voice Forms to file a report, the officer on patrol dials into the system, enters a number that corresponds with the crime type and then answers a series of prompted questions. Afterwards, the report is stored in a typing queue for digital transcription by the first crime input officer who becomes available – making entry faster and more efficient.   

The Winscribe solution means that officers now have more time on the beat and can file reports remotely, without returning to the station to file reports. In addition, input clerks’ workloads have been evened out as they can view typing queues.  

“Using Voice Forms, up to 30 officers can now dictate into the system concurrently with 15 staff transcribing at any one time,” said Lancashire Constabulary national computer and crime recording manager, Richard Allan. “We can view at the touch of a button how many reports we have logged on the system and what stage they are at, allowing us to even out bottlenecks.”

Technology

As Thackara pointed out, “the products have evolved so that 2007 recorders are the easiest to use ever. Ergonomics sometimes gets bad press, but if you are using something a lot, it is vital that it is right”.

He pointed out that DS portables and DR direct input devices are familiar in layout and handling to old tape machines so that transition from analogue to digital is relatively painless.

Olympus now offers solutions that will suit users from one to many thousands, from inexpensive standalone pocket recorders to integrated direct input systems.

Digital dictation solutions are available for dictators and transcriptionists. Partnerships with workflow and speech-to- text providers allows Olympus to offer solutions to most text generation requirements. However, Olympus is not alone in making changes to dictation equipment design.

Sony said it is offering users a choice of products depending on their intended application. The range extends from the entry price point for basic users, such as students and infrequent users, as well as models for business and professional users. Sony also highlights its accessories such as microphones and the equipment’s long recording time.

Sony product manager, audio business unit, Marc Andre-Fiege, said the latest technology includes noise reduction, voice up (amplifies the frequency of voices, which is ideal for meetings as the device can record voices from as far away as five metres), and slide-control key operation.

At Philips, market development manager Jessica Chaplin said the focus was on being a “one-stop shop” for a complete digital work flow system. “We offer a range of mobile and portable digital dictation devices to suit all types of users, as well as dictation and transcription software to compliment all sizes of business,” she said.

Philips also offers Speech-Mike with its design and functionality benefits, and the new Digital Pocket Memo range has the largest display on the market and advanced security features.

Its Digital Pocket Memo has smart keys to navigate the dictation menus easily, much the same as a mobile phone. In-device security allows authors to protect their files while recording. In addition, the LAN docking station accessory allows authors to send their files to the secretary without the use of a PC.

Secure folders

Panasonic’s digital dictation equipment offers a range of features while remaining easy to use, according to Panasonic assistant product manager, Paul Scott.

The Panasonic RR-QR 230E-K is a slim (14mm) design with a quick file search, scroll function to skip files and a new security folder, which can protect files using a four-figure password. Meanwhile, the RR-US 450E-H has exotic features such as an integrator zoom microphone, which allows users to set up for recording in any environment. It also offers digital transcribing via a keyboard and intelligent security meaning a third person cannot transfer files from IC recorder to PC without a password.

Grundig Business Systems’ new portable is marketed as an entry-level machine. The Digta 405 is operated via ergonomic push buttons, an interface more familiar to the ‘iPod generation’. It features an amber-coloured backlit display with functions illustrated by symbols and intuitive menus providing simple, fast use.

BlackBerry dictation

Further afield BigHand3, the digital dictation workflow system for professional services organisations, has launched Enterprise Digital Dictation for BlackBerry. This allows users to record, edit and play back digital dictations on their BlackBerry smartphone and immediately upload them wirelessly into their BigHand3 server for transcription. Many who have BlackBerry smartphones will find this an ideal opportunity for further mobility, and reducing the number of devices they have to carry. Currently more than 500 professional services firms use BigHand3 Digital Dictation on an enterprise-wide basis, according to BigHand CEO David Fryer. The application is available on a licensed user basis with installation of the PaperIQ Digital Dictation Bridge for BigHand available direct and through its reseller channel.

WinScribe talk

WinScribe is digital dictation software that uses digital voice files so that dictation can be sent for transcription instantly and securely from any location. WinScribe allows the user to monitor the current status of work from anywhere through easy-to-access and secure browser connections. Users can retrieve jobs for review and editing, and even upload/download documents and other attachments with their dictation. Users can dictate and send jobs using multiple recording options including any PC, digital handheld device, PDA, BlackBerry or telephone (mobile, landline or VoIP). Transcriptionists are able to work from anywhere at any time, enjoying much better sound quality and having the added advantage of more easily managing and sharing their workload. Most tasks which are considered manual when using tapes are automated by using WinScribe. When work is transcribed only a copy of the voice file is presented to the transcriptionist, with the original being kept safely on a server. After transcription the voice file can be deleted after a predetermined time or archived for future reference. Archiving can be on a separate disk, DVD or CD. It can also be kept in an encrypted format for security reasons or opened up into a .wav format so that the files can be securely exported and embedded in other software such as document and case management systems. These voice files are kept alongside the data files containing other relevant documents.

WinScribe recently teamed up with Philips to launch two new portable digital dictation devices (Digital Pocket Memos 9600 and 9620) that operate seamlessly with the software. As technology is constantly evolving, the WinScribe dictation system is adapting. With innovations such as incorporating speech recognition for quick turnaround of documents through to the use of VoIP phones and the BlackBerry device to offer more ways to dictate, WinScribe is changing to ensure that everyone is working smarter.

Software options

In terms of file management, saving and filing records there are a host of features to consider with vendors offering a range of differentiating applications.

The standard software from Olympus handles peer-to-peer work. Moreover, DSS Player software (included with business machines) allows users to manage files on both a PC and a network, after which archiving can be handled by the transcriptionist. For multiple users and transcriptionists, Thackara said users will benefit from workflow systems.

With Panasonic’s RR-QR 230E-K, data can be saved in five folders, with 99 files in each folder, for easy management and retrieval. While with others such as the RR-US450E-H, files can be transferred to PC via USB then compressed, edited and managed.

While straight email or simple file movement over a network is fine for one or two users, there are services available now that can distribute work all over the world if needed.

Philips’ SpeechExec software manages the storing and filing of dictations in a similar way to Microsoft Outlook. However, once dictation is ready for transcription different methods are available. Philips recommended SpeechExec Pro Transcribe or Enterprise for routing a dictation file to a secretary as the software enables work to be prioritised, previewed in a job-list, and the Enterprise version also features a reporting function.

Cost control

With its emerging track record of achieving productivity and performance, digital dictation can no longer be viewed as too expensive an investment. 

According to Proline Dictation Systems area sales manager Ben Dunnett, prices have fallen in comparison to two or three years ago. He said: “As the demand grows for this exciting product, as with any new technology, prices are variable.” However, he pointed out that Olympus Digital Voice starts at just £30 for a note taker up to £200 for a business class dictation machine.

It appears that if you are still using a tape recorder there is no better time to switch.In the future, dictation suppliers will start to promote a complete portfolio, including digital devices and sophisticated work-flow software that can address both small business requirements and larger enterprises with global infrastructures. It is still true as always that dictation can save time and money; only now it is easier to use and more flexible.

Links

Product data is available on analogue and digital dictation, and transcription equipment

Contact file

Dictation devices

Grundig
www.grundig.co.uk

Olympus
www.olympus.co.uk

Philips
www.dictation.philips.com

Sanyo
www.sanyodictation.co.uk

Sony
http://www.sony.co.uk/

Digital dictation software

BigHand
http://www.bighand.com/

BlackBerry solution
www.bighand.com/digitaldictation/blackberrysmartphone

nFlow
http://www.nflow.com/

Winscribe
http://www.winscribe.com/

Voice recognition

Nuance
Dragon Naturally Speaking software
http://www.nuance.co.uk/