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Generally, customers are great at understanding Gengo’s different translation levels and submit jobs at the right level. However, from time to time, you’re likely to find jobs in your dashboard that aren’t suitable. That’s where flagging comes in – it’s an important way for us to communicate with customers and let them know that their job isn’t quite right for Gengo’s service.

Gengo’s flagging feature allows you to mark problem jobs. When you do, both the customer and our support team are notified automatically and can take action. So why might you flag a job? Usually, it’s for one of two reasons:

Content

Gengo isn’t a specialized translation service, and doesn’t accept certain content as a result. If you come across any of the following, you should ensure to flag the job:  

  • Legal and medical texts

For instance, “Using the colorimetric method and immuno-chromatography on the two types that were the subject of the LS environment test, the range of detection of the listeria serum, the specificity, and the measurement time were compared."

  • Scientific, technical or other specialist texts

For instance, “The resistor that was installed is resting on the inductor coil. The IC's on the board are designed for 5 volts and right now they are at 7 volts.”

  • Texts requiring creativity or where brand image is at stake - such as poems, lyrics and brand slogans
  • Material where human life may be at risk in case of error – such as safety instructions, emergency equipment and warning signs
  • Gist translation – Gengo doesn’t provide summaries or gist translation

 You may also flag jobs if you feel they have been posted at the wrong level. According to our Quality Policy, you can expect to find the following at each level:

  • Standard – letters, emails, internal communication, product descriptions, social media posts, user-generated content and video captions
  • Business – presentations, articles, reports and app descriptions
  • Ultra – user guides, published articles and static web copy

 Technical Issues

 Flagging is also the best way to resolve technical issues, such as:

  •  Incorrect word count
  • Incorrect language pair
  • Unreadable content (such as OCR-read text that contains a high number of errors)

Further Resources

The support team (support@gengo.com) can assist if you are unsure whether a job is suitable. 

For more information, take a look at:

  • Gengo Quality Policy
  • Gengo Getting Started Guide

9 comments

  • 0
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    mirko

    "Generally, customers are great at understanding Gengo’s different translation levels and submit jobs at the right level." - Really? Funnily enough, I thought the exact opposite was true (based on personal experience and on what other translators have reported in several threads on the forum about this topic).

    Flagging jobs is a great idea, in theory, but in practice, flagging (and therefore not taking/declining) a job only means someone else will do it, especially with the kind of fierce (or ferocious...) competition going on in several pairs, especially when it comes to distinguishing between "standard"/"pro" tiers.

    Finally, a lot of things could be considered "tecnhical". For instance, even the description of the specs of a USB hub, or of a graphic adapter, or the localization of a piece of software is "technical content", in my book, and such jobs regularly appear on Gengo. Likewise, I often see jobs where customers are specifically "requiring creativity or where brand image is at stake", like choosing names for apps, localizing slogans/catchphrases, translating corporate press releases(!) etc.

  • 0
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    ChikaraShimizu

    @Megan Waters

    I have a question.

    As mentioned on Gengo Quality Policy, if customers submit content that is not supported by Gengo, they lose their right to rejection or corrections. But what about a situation where a job is posted at the wrong level (standard/pro)? How does Gengo deal with this situation and how much is customers’ right to rejection or corrections guaranteed?

    Currently, some Japanese translators are talking about this topic and I’d like to know the stance of Gengo on this issue.

    The topic's URL: https://support.gengo.com/entries/96013907-%E7%BF%BB%E8%A8%B3%E6%A1%88%E4%BB%B6%E3%81%AEStandard-Pro%E3%81%B8%E3%81%AE%E6%8C%AF%E3%82%8A%E5%88%86%E3%81%91%E5%9F%BA%E6%BA%96-%E5%8F%8A%E3%81%B3%E4%B8%8D%E9%81%A9%E5%BD%93%E3%81%AB%E6%8C%AF%E3%82%8A%E5%88%86%E3%81%91%E3%82%89%E3%82%8C%E3%81%9F%E6%A1%88%E4%BB%B6%E3%81%AB%E5%AF%BE%E3%81%99%E3%82%8B%E5%AF%BE%E5%87%A6%E6%B3%95%E3%81%AB%E3%81%A4%E3%81%84%E3%81%A6

  • 0
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    ikoeriha

    About five months ago, I asked Support team this kind of issue. There is a customer who has been ordering Internet news and articles on a daily basis. The question and answer is as follows:

    "Hello,
    This customer has been regularly ordering Preferred Translators to translate the Internet articles for their website. As long as I can remember, I have never accepted their job, so I guess Gengo had built a preferred translator list for them.
    They order Pro jobs on rare occasions but almost all cases are Standard ones. Now, seven Standard jobs which they ordered are on my dashboard. According to your Quality Policy, shouldn’t Internet articles be used Pro or Ultra level? I know I am not obligated to work on their jobs but I suppose that's not the point.
    Thank you for your continued support."


    <Answer>

    “…We do recommend customers to use our Pro level service for content like these. However, it would still be up to the customer as to how they order. I can't really speak for the customer but since they also order Pro from time to time, it is possible that they order in Standard level knowing full well what quality to expect. Perhaps they even order in Standard so their translations are a little more informal than what they'd get at Pro level."

  • 0
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    ikoeriha

    I forgot to mention in the above post that nothing seems to have changed since then.

  • 0
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    Megan Waters

    @Chikara: Thanks for your question. As we are a crowdsourced platform and not a traditional agency, it is up to the customer how they order (as the support team answered @ikoeriha). We do have measures and guides in place for customers on our website, order page and support articles to help them determine which level is best for their content. However, we can't force them to order at a different level. We give them suggestions as to which level is best for their content, and if they order a job at Standard level when it should be Pro (for example) they understand that they may not be getting the right quality. Further, if they do reject the job because of quality concerns, the Senior Translator will review the job and won't validate the rejection if it is indeed meant to ordered at pro level. So you know that the translator will never be penalized for the customer's rejection in this case.

    When a job is flagged by a translator, the customer is sent an email telling them their job has been flagged for a particular reason. We then suggest them to take an action (either cancel the order, or reorder at a different level). I believe that most of our customers do act on these suggestions and reorder. So we do encourage you to flag unsuitable jobs! Although the customer does see the translator's ID, I really don't think a customers take action based on who flagged their job and really don't think they would remove you from their preferred list or something based on that. Would it encourage you to flag jobs if it was anonymous?

    Lastly, we are a crowdsourced platform so translators are not under any obligation to take a job if you don't want to or feel it is too much effort for the reward. If translators can help us by finding customers who may be ordering at the wrong level to try get cheaper translations, we encourage translators to let us know by flagging jobs or writing in to support so we can ask them to rethink their order.


  • 0
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    ChikaraShimizu

    @Megan: Thank you for your clear answer. I think your answer not only deepened my understanding of Gengo but is also very helpful to other translators who have similar questions. I will share this answer in Japanese Forum.

  • 0
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    Megan Waters

    @Chikara: Thank you :)

  • 0
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    Norbert

    Hi,

    May I just add that as a translator I don't see the labels Standard, Business and Ultra jobs (as mentioned in the original post) but only Standard and Pro. And we're only informed that a job was "Ultra" after it has been submitted.

    Norbert

  • 0
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    kvstegemann

    I would like to add a certain kind of cases to this discussion: scamming attempts.

    It seems to me that sometimes jobs appear where the customer tries to get a scam email or other scamming attempt translated. The problem here is that you never can be sure. For example, in the EN->DE department every other day there is a couple of jobs where the text contains some supicious content like "my mom wants to buy the item, please give me your e-mail" (or my uncle, grandfather, principal). Mostly written in bad or sloppy English too. When I found this content the first time, I did not suspect anything and translated it. But when similar content popped up again and again, I started to wonder, and I also saw that other translators already had flagged and declined this stuff, which I did then too.

    Some advice on this would be nice. By translating this content (and doing it well) we add respectability and credibility to it. People might be more likely to fall victim to a scam if it comes in perfect writing in their mother tongue than if it comes in bad English. On the other hand, the content might be perfectly legitimate. We cannot say really. Are the customers anonymous or could they be identified by the authorities if necessary?

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