In theory, voice recognition software, with which dictation is turned instantly into text by the computer, is a wonderful leap forward, boosting productivity at a stroke. In practice, however, take up has been slow in the profession and it is true that implementing such systems does need persistence.

But it does seem to be worth the effort. I am grateful to Linda McCulloch of Baldwins in New Zealand (www.baldwins.com) for offering the following experience on this and it makes very interesting reading. If we have shied away in the past, perhaps due to FE resistance or scepticism, we should think again.

Business Impact of using Voice Recognition Systems at Baldwins Intellectual Property – Wellington, New Zealand

A strategic preference to use voice recognition systems, over traditional Dictaphone machines, was initiated in 2002 in a desire to reach an improved ratio of support staff to authors, increase efficiency, allow hands free dictation and reduce the risk of ‘repetitive use’ related complaints.

Initially authors were strongly urged to try the new technology and we had a 90% uptake. Following initial one on one training, user meetings were scheduled every two months, often with an experienced trainer/user present to address issues and provide tips on usage. Users who became proficient reported the following advantages:
• Hands free – can peruse files while talking
• Good to be able to see and amend text on screen
• Commands can generate sophisticated outcomes, saving time and effort
• Quicker than typing
• Reduces the double handling of files/documents
• Great for emails
• Eliminates physical problems associated with concentrated keyboard use
• Good for standard paragraphs, generic text

Some authors struggled to become proficient with the new technology. Over a period of 2 years 25% gave up; 30% continued using it in conjunction with Dictaphone use, 20% retained user licenses but their commitment waned while 25% became expert users.

Why ? Acquiring user skills takes a while and the user has to see the longer term benefit of their time investment. There’s the need to establish a comprehensive voice user file, where key words and phrases are stored for future system reference, the need to learn commands and hot keys which make voice technology so effective and the need to accept it will take longer doing some tasks than previously, while becoming proficient. Also, like most environments, some people are quicker than others in adapting to new technology. Traditional mainstream English speaking styles and accents appear to be more user friendly than others. All of this needs to be balanced against available time while managing a heavy workload.

Support staff welcomed the change to new technology and their feedback included:
• Able to look after more authors
• Work gets done faster as lessens the typing workload
• Author doesn’t have to wait for me to complete a tape before they can proofread
• Easier when working on larger documents
• Helps reduce ‘repetitive use’ type injuries
• More efficient than Dictaphone – 70% less typing in my role now
• Frees me up to do other jobs
• Improves job satisfaction

From a financial viewpoint, the return on investment increases as users become more proficient with the voice recognition software. To be successful most users need 6 – 9 months constant use in order to reduce the support staff workload and increase their own proficiency/productivity.

We found Secretaries who work with authors using voice recognition can reduce their overall workload by between 30% - 45%. An author fully committed to voice recognition software use can reduce their workload by between 10% - 25%.

There is no doubt that the benefits of proficient use of voice recognition software far outweigh the benefits of Dictaphone use when it comes to effective use of time and resource. However we have found that as time goes by the technology finds a natural level of users. Given the diversity of a medium to large professional services environment, it is unlikely to achieve 100% uptake.

Linda McCulloch
www.baldwins.com 8 December 2006