以生態系統理論探討聾人使用手語翻譯服務的經驗

Communication access: Exploring deaf adults’ perceptions of utilizing sign language interpreter services

手語翻譯服務在聾人的日常生活及資訊取得皆扮演重要的角色，然而卻很少研究探討聾人對於手語翻譯服務的感受和看法。本研究的目的在於探究聾人接受手語翻譯服務的經驗。研究者採質性研究，使用臺灣手語與6 位聾人進行半結構式深度訪談，將訪談結果進行編碼整理，並以生態系統理論分析。結果發現：在個人層次，當聾人珍惜翻譯服務資源，願意提升自身的手語判讀和表達能力，並專注於翻譯當下時，能使服務效益最大化。在微系統層次，親友和志工是協助翻譯的非正式資源，但翻譯品質相對不穩定；服務現場的他人對於聾人需求的了解，以及對翻譯服務的態度，也會影響到手語翻譯服務的品質。在中系統層次中，派案窗口能提供多元的申請管道、確認聾人需求並派案，可帶給聾人正向的經驗，而聾人期盼服務滿意度調查的反應內容和後續處置方式可以公開透明；手譯員方面，專業的展現是正向經驗的必要條件，除此之外，更盼手譯員有為聾人著想的心，提供服務時維持應有的職業道德。外系統層次中，聾人希望勞政、社政業務能統一窗口，方便聾人申請服務；聾人也希望政府放寬對收費活動的手語翻譯服務申請。鉅視系統的主流文化和社會期待，聾人盼透過正式的教育和社會的宣導，讓其特質、需求和手譯員的意義能更為人知。綜合以上，研究者發現影響聾人使用手語翻譯服務經驗的因素橫跨不同層次，且各層次間會交互影響，故本研究建議尊重聾人使用翻譯服務的經驗，並在制度、窗口、手譯員及社會大眾宣導方面提出具體建議。

Rationale and Purpose: Communication access through sign language interpreting services is crucial to helping deaf individuals fully engage in activities of daily living. In this article, a sign language interpreter is defined as a hearing person who translates spoken Chinese language into Taiwanese sign language (TSL). Few studies have explored deaf individuals’ perceptions of TSL interpreting services. The objective of this study was to explore deaf adults’ perceptions of TSL interpreter experiences to help improve the quality of such services. Thus, the present study addressed two openended research questions: 1) Which aspects of the TSL interpreting services are deaf adults satisfied or not satisfied with? and 2) what expectations do deaf adults have regarding the quality of TSL interpreting services? These questions were explored using Bronfenbrenner’s ecological systems theory, which accounts for five subsystems: 1) the individual, 2) the microsystem (friends, family, relatives, and volunteers), 3) the mesosystem (interpreters and contact persons), 4) the exosystem (laws and service regulations), and 5) the macrosystem (Deaf culture and Taiwanese culture). Methods: In this qualitative study, six participants who were recruited through convenience sampling underwent in-depth and semistructured face-to-face interviews. All the interviews were conducted in TSL by researchers who were fluent in TSL. The inclusion criteria were as follows: 1) experience utilizing TSL interpreting service in the past 3 years, 2) activity in the Taiwanese Deaf community, 3) close familiarity with TSL interpreting services, and 4) knowledge of Deaf rights. The ages of the interviewees ranged from 29 and 40 years; three were male, and three were female. All the interviewees had had severe or profound hearing loss and expressed that TSL was their preferred language for communication. Results/Findings: Regarding question #1, the interviewees expressed different levels of satisfaction or dissatisfaction with their experiences with TSL interpreters. Some of the interviewees commented on their satisfaction with their experience when they first contacted a service representative to request a TSL interpreter (mesosystem). In Taiwan, deaf individuals can apply for TSL interpreting services through multiple channels, and a contact person will track down a suitable TSL interpreter according to the individual’s needs. Some of the interviewees expressed that they were satisfied with the services of TSL interpreters generally. The interviewees noted the following: (1) TSL interpreters have professional sign language and interpreting skills; (2) TSL interpreters can help deaf individuals obtain a wealth of useful information and improve the efficiency and effectiveness at which they communicate, and (3) during interpreting, the interpreters’ clear, concise, and accurate signing; strong sense of professional ethics; and respect for the uniqueness of Deaf culture were evident. These perceptions led some of the interviewees to trust TSL interpreters. However, some of the other interviewees expressed dissatisfaction. They commented that when they attempted to apply for TSL interpreter services, the contact person did not ensure that the assigned TSL interpreter was qualified. The interviewees reported that the TSL interpreters were often unqualified, failing to provide synchronized, accurate, or proficient TSL interpreting services, which cultivated negative feelings toward and a distrust of TSL interpreters. The interviewees’ perceptions related to microsystem-level factors (friends, family, relatives, and volunteers) also varied. For example, when the interviewees did not have access to a professional TSL interpreter, they were forced to depend on relatives, friends, and volunteers, who were not fluent in TSL alone engaging in interpretation. Moreover, the interviewees commented that these informal resources, although appreciated, were inadequate, unstable, and otherwise inferior to professional and accurate TSL interpretation services. The deaf adults also mentioned that such professional and accurate TSL interpreting services are urgently required in legal situations. For example, in courtroom situations, the interviewees noted that judicial officials instruct TSL interpreters when and when not to translate the spoken words of the officials, thus placing deaf adults in legal jeopardy because they cannot fully participate or defend themselves in the courtroom, leading to anxiety and frustration. Question #2 pertained to the interviewees’ expectations for TSL interpreter services. At the individual level, the interviewees expressed that they valued TSL interpreting services because such services helped them better connect to the hearing world. Interestingly, the interviewees wanted themselves to gain more advanced TSL skills to help them take advantage of expert TSL interpreting services to better access the hearing world. At the mesosystem level (interpreters and contact persons), the interviewees noted that they hoped that interpreters would “have a heart for deaf people” and maintain a strong sense of professional ethics. The interviewees’ comments reflected interactions between factors at different system levels. For instance, policies (an exosystem-level factor) govern how the contact person is set up (a mesosystem-level factor), which indirectly affects Deaf rights and the quality of services accessible to deaf individuals. In addition, the interviewees expressed that they looked forward to strengthening advocacy through the Deaf community, contact persons, interpreters, and educational policies. Mainstream society must better understand Deaf culture, deaf characteristics, and the needs of deaf individuals. The interviewees also expressed looking forward to the training of deaf interpreters. Deaf interpreters are deaf professionals who work as a team with hearing interpreters to further break down concepts for deaf individuals with limited signing skills. Because they face disadvantages in the quality of education that they receive, many deaf individuals exhibit delays not only in Chinese language but also in TSL and may therefore require a deaf TSL interpreter to navigate medical and legal situations. Conclusions/Implications: On the basis of the findings of this study, the following recommendations for relevant stakeholders were developed. First, the costs of TSL interpreting services should be regulated by the government. Second, employees at the contact person for TSL interpreting services must receive higher-quality training and should be taught to quickly respond to emergencies at the service site through a supervisory mechanism. Third, all professionals and contact personnel should receive additional training to improve their sensitivity to Taiwanese Deaf culture. These sensitivity training sessions should be led by deaf adults. Fourth, TSL interpreters must hold formal qualifications and undergo continuing education on topics such as TSL linguistics, Deaf culture, and ethical behaviors. Fifth, the government should undertake efforts to make TSL interpreting services, including the role of deaf interpreters in medical and legal settings, more visible. Finally, researchers must conduct additional studies to gain further insight into the perceptions and experiences of deaf individuals to help improve the quality of TSL interpreter services. Research, advocacy, publicity, and TSL interpreting services should be considered holistically to help the Deaf and hearing communities better communicate with each other and help Deaf individuals navigate public institutions and exercise their right to information.