Quality is an elusive term to define. Like metallic mercury, it has an alluring sheen, but its unique viscosity prevents one from getting a firm handle on it. At Media Captioning Services, we believe quality has three key components:

1. customer satisfaction
2. a process to achieve customer satisfaction
3. consistency in execution to achieve sustainable customer satisfaction

     At MCS, the realtime process begins with the hiring of realtime writers with the talent, skill, focus and commitment to become broadcast captioners.

In realtime closed captioning, a quality product is one which provides a highly accurate, contextually correct transcription of the audio provided by a video programmer to the consumer of the product.

Individuals with captioning experience are tested on challenging news and/or sports programming in order for MCS to determine their skill level and ability to meet the level of captioning proficiency we expect of our writers. As part of our process to achieve customer satisfaction, we expect our captioners to prepare for assigned broadcasts by entering names in their computer dictionaries and terminology that will more likely than not be used in their broadcasts. This includes the names of guests who are likely to be interviewed as well during their captioning sessions.

     Our objective is to reduce the probability of errors in the captioning process by extensive preparation. By eliminating, to the greatest degree possible, defects in the production (pre-captioning) process, we strive to eliminate the number of defects in the final product. After our captioners complete assigned broadcasts, they are expected to review their captioned text files, and correct any incorrect stenographic entries. We expect captioners to re-write taped broadcasts of their programming, upon our request, to increase their proficiency and realtime writing skills. We have a review process by broadcast coordinators of on-air broadcasts, monitoring the captioning as part of our quality-control process, and to assist captioners in making corrections while they are on air, and/or during commercial breaks. This process is repeated constantly throughout each captioning session, on every network we caption. Through constant repetition, we execute our mission to provide excellent realtime captioning on a daily basis.

     From our perspective, it is essential, in order to produce quality captioning, to have realtime writers with a proven realtime theory, experience, and positive attitude. By "attitude" we mean a commitment to excellence in performing their responsibilities.

From our perspective, it is essential, in order to produce quality captioning, to have realtime writers with a proven realtime theory, experience, and positive attitude. By "attitude" we mean a commitment to excellence in performing their responsibilities.

In our experience, individuals who have achieved the RMR designation (Registered Merit Reporter, a test comprised of literary matter at 200 wpm, jury charge at 240 wpm, and testimony at 260 wpm, as well as a written knowledge test) through NCRA testing, as well as the CRR (Certified Realtime Reporter, a test comprised of writing realtime 180 to 200 wpm for five minutes) demonstrate that level of commitment to excellence. However, it would be inaccurate to stipulate that only individuals with the RMR and/or CRR designation can provide quality captioning. It would be more accurate to say all RMR's can become closed captioners if they desire this career pattern, and that such a designation is sufficient, although not necessary, in order to become a broadcast captioner.

     If the NCRA (National Court Reporters Association) wishes to implement additional certifications for individuals, as a measure of their proficiency to become closed captioners, then such certification/testing devices must measure the general knowledge of news, spelling proficiency, as well as steno machine proficiency in writing, with high accuracy, of news and public information programming.

     Quality captioning is achieved through the constant process of entering words into the writer's dictionary, continued practice, review, and excellent execution. At MCS, quality control is inherently part of the process, from the inception of the day, as caption coordinators access information resources for the captioner to use in captioning sessions, monitor the on-air programming we caption, and as captioners review and correct, where necessary, text files of completed captioned broadcasts. It is an ongoing, unrelenting process.

     As MCS has noted in other writings, we believe it is essential for caption companies to be able to attract, with financial incentives, the most talented writers in the court reporting profession to the broadcast captioning profession. Individuals have options, and in order to be attracted into this profession, they must be fairly compensated. We believe the closed captioning industry should

We believe the closed captioning industry should receive funding not only for the training of realtime writers, but also for the very small businesses which form the backbone of our industry to compete against larger competitors who are aggressively attempting to acquire market share, and monopolize their control of the programming in our industry.

receive funding not only for the training of realtime writers, but also for the very small businesses which form the backbone of our industry to compete against larger competitors who are aggressively attempting to acquire market share, and monopolize their control of the programming in our industry. Healthy competition -- not consolidation, brought on by predatory pricing schemes such as "barter for captioning"-- is essential, if we are to attract talented people to the broadcasting captioning arena. It is essential that major broadcast and cable companies, as part of their diversity efforts, do more to promote the very small captioning businesses that form the core of this business.

     In 1990, deaf and hard-of-hearing consumers were highly supportive of the passage of the Television Decoder Circuitry Act, which led to the requirement for the closed captioned decoder chip to be placed in all 13" or larger televisions, starting in 1993. In 1996, video accessibility was to be maximized through closed captioning under the Telecommunications Act of 1996, Section 713, which was implemented through the tireless efforts of deaf and hard-of-hearing consumer advocates. Now that the FCC has

Quality is achieved through the disciplined execution of the practices we have discussed above, but it begins with the right people. Without the proper "raw materials," we cannot create the extraordinary art form which highly accurate realtime captioning represents, and you the consumer now demand.

implemented a schedule of captioning provided in its Order on Reconsideration (FCC 98-236), it is time to examine what factors are affecting the provision of quality realtime closed captioning. We at MCS have discussed our philosophy and processes for achieving the highest quality realtime closed captioning. Consumers, however, must do their part to ensure that highly experienced but very small woman-owned companies that have been disadvantaged in receiving funding are not put at further competitive disadvantage in attracting talented individuals to our profession. Quality is achieved through the disciplined execution of the practices we have discussed above, but it begins with the right people. Without the proper "raw materials," we cannot create the extraordinary art form which highly accurate realtime captioning represents, and you the consumer now demand.

     In discussing the process of high quality realtime closed captioning, we at MCS have shared with the consumer our approach to quality and our process for achieving it. It is inherently part of the work processes we implement on a daily basis. We believe it is essential for consumers to work with our company and others which are committed to quality, or who have demonstrated processes to achieve quality, and to protect the ability of companies like ours to attract and retain talented realtime writers.

     We are in challenging times, to our economy and to our profession. Over the past 15 years, MCS has realtime captioned some of the most compelling events of our times, and we believe

Our goal is to continue to achieve excellence in providing the realtime captioning product we produce on a daily basis, and not a desire to dominate our industry, nor prate about the deficiencies of others.

the greatest challenges are yet to come. Our goal is to continue to achieve excellence in providing the realtime captioning product we produce on a daily basis, and not a desire to dominate our industry, nor prate about the deficiencies of others. Our goal, and the goals of our industry as we face some of the most challenging captioning issues and events in our times, should be those aptly expressed by an editor in the "New York Times" on December 8, 1942, following Pearl Harbor:

"What we do surely have, collectively, is a determination to put all we possess into this necessary task. Our emotions are deep and not noisily expressed (but) we know that we are destined to play a decisive part not on this continent alone but throughout the world. The knowledge steadies us and brings us together."

       Comments? Questions? Suggestions? Submit your feedback directly to MCS management.

       Or, to offer your feedback on MCS closed captioning or our web site, visit our Feedback section.