This article will describe our media services, which include Closed Captioning (CC), Transcription, and Translation, and show you how to order and apply them to individual events. For instructions on how to add or remove media services from event templates, view the Create and Manage Event Templates article. For instructions on how to upload your own media services files, see the Upload a Media Services File article.
Important Notes
Closed Captioning services must be enabled in order to use Closed Captioning, Transcription, and Translation services. Contact Support to enable these services if you have not already.
If Closed Captioning and/or Translation services are selected, CivicPlus automatically bills every month for any services rendered the previous month. All Closed Captioning charges are applied per minute, machine Translation services charges are applied per word per language, and human Translation services are applied per minute per language.
Closed Captioning for events that do not start within 30 minutes of their scheduled start time will fail and will not be retried.
Transcription services are available at no additional cost for customers who use any of the Closed Captioning services on the event.
Closed Captioning (CC)
There are four ways to use Closed Captioning services:
Machine Closed Captioning: An automated process that adds closed captioning
Machine Closed Captioning results in slightly lower accuracy, but will have a short turnaround time. Generally, you will receive Closed Captions within double the length of the meeting. For example, if your meeting is 2 hours, you will receive Closed Captioning within 4 hours of processing. Contact Support if the process is taking a couple of days.
The cost of machine Closed Captioning is charged by the minute; current rates can be found within the Upload/Order Media Services dialog.
Human Closed Captioning: A real transcriptionist will perform captioning
Human Closed Captioning results in higher accuracy but will have a longer turnaround time. It may take up to 4 business days to receive the Closed Captioning, depending on the length of the meeting.
The cost of human Closed Captioning is charged by the minute; current rates can be found within the Upload/Order Media Services dialog.
Live Closed Captioning: Use machine-based Closed Captioning on a Live Event
The cost of live Closed Captioning is charged by the minute; current rates can be found within the Upload/Order Media Services dialog.
No Closed Captioning Services Requested: Do not use Closed Captioning
For Machine Closed Captioning and Human Closed Captioning, there are two ways to apply Closed Captioning:
Pre-Recorded Media: If you already have media within your event, Closed Captioning will start processing as soon as you click the Save button
No Recorded Media: If you have not yet recorded your event, Closed Captioning will start processing as soon as you upload Media into your event
Note:
Closed Captioning for events that do not start within 30 minutes of their scheduled start time will fail and will not be retried.
Transcription
The Transcription service provides a plain-text output that does not contain time-coding data. It is available to all customers with Closed Captioning services activated at no cost and with no additional processing time. Transcription files are available for download from the Public Portal media player.
Translation
The Translation service provides an expression of the original Closed Captioning file in the desired target language. There are two ways to use Translation services:
Machine Translation: An automated process that adds translation
Machine Translation results in slightly lower accuracy, but will have a short turnaround time.
The cost of machine Translation is charged per word per language; current rates can be found within the Upload/Order Media Services dialog.
Human Translation: A real translator will perform the translation
Human Translation results in higher accuracy, but will have a longer turnaround time. For example, it may take up to 5 business days to receive the translation of a meeting that is under two hours long.
The cost of human Translation is charged per minute per language; current rates can be found within the Upload/Order Media Services dialog.
For a list of available translation languages, see the Translation section of the Closed Captioning, Transcription, and Translation Overview article.
Use Caption, Transcription, and Translation Services on Events
Note:
Closed Captioning for events that do not start within 30 minutes of their scheduled start time will fail and will not be retried.
Sign in to your solution if you have not already
Navigate to the Events module:
Select the event tile for the event you wish to use closed captioning and/or transcription services on:
Click the View: Event Details dropdown menu and select the Event Media option from the drop-down list:
On the Event Media screen, scroll down to the Media Services section:
If Closed Captioning services are active, click the Upload/Order Media Services button:
Note:
If you wish to activate Closed Captioning services, you will need to contact your Customer Success Manager.
Ensure you are viewing the Order tab:
Note:
For information about uploading media services on the Upload tab, see the Upload a Media Services File article.
Select your preferred Closed Caption, Transcription, and Translation options:
Closed Captions (CC): Select your service type
Machine CC: An automated process that adds Closed Captioning
Human CC: A real transcriptionist will perform Closed Captioning
Live CC: Use machine Closed Captioning on the live event
No CC: Do not use Closed Captioning
Transcription: Select a service option
Transcription: Use transcription on this event
No Transcription: Do not use transcription on this event
Note:
Transcription services can only be selected if Machine, Humnan, or Live Closed Captioning services have been selected. If “No CC” has been selected, the Transcription options will be grayed out.
Translation: Select a service option
Machine Translation: An automated process that adds translation
Human Translation: A real translator will perform the translation
No Translation: Disable Translation for this event
Translation (only displayed if Machine Translation or Human Translation is selected: Select the languages you wish to translate to for this event
Note:
Translation services can only be selected if Machine, Humnan, or Live Closed Captioning services have been selected. If “No CC” has been selected, the Tranlation options will be grayed out.
Click the Save Changes button:
Read the Warning! pop-up that appears:
Note:
The text that appears on the Warning! pop-up will differ depending on the type of Closed Captioning selected. For example, if Machine Closed Captioning is requested, the pop-up will display the following text: Warning! When media is added to this event, we will automatically request Machine Closed Captioning. This setting can be changed before any media is added. *Fees may apply.
Click the Continue button on the Warning! pop-up to place the order and accept any potential fees:
The selected Closed Captioning, Transcription, and/or Translation services will appear with status updates in the Media Services section:
Notes:
If a media file does not already exist, the Media Services section will list the status as Requested; if a media file already exists, the status will be listed as In Progress.
When the media services you have ordered are finished, the Media Services section will list the status as Completed:
Media services requests that cannot be completed will show Failed as their status. You can learn more about a failure by clicking its error button (triangle and exclamation mark icon) in the Actions column:
Once the requested media service is complete, you can click the Download button to save a copy to your computer:
Note:
When Public Portal file downloads are enabled, you can also download event media files in the Public Portal. Allowing Public Portal visitors to download files is a custom setting that is not enabled by default. When enabled, it applies to all media file types, including video, audio, captions, audio descriptions, translations, and transcripts, when available. This setting applies to all media files and cannot be configured by file type or by individual meeting. If you would like to request that this feature be enabled, contact Support.
To remove media that is no longer needed, click the Delete button to delete the media from the system if desired:
Note:
A Delete File File pop-up will appear, depending on the associated file's file type. You will need to click the Delete File button to confirm the deletion of the file:
