Organisations serving Deaf and multilingual customers usually choose between two models: interpreters who attend in person, and video remote interpreting (VRI), where a qualified interpreter joins by secure video. Most organisations end up using both. Here is how to decide.
Speed and availability
On-site interpreters must be booked in advance and travel to you. That works for planned meetings, but not for a customer who walks into a branch or clinic unannounced. VRI connects an interpreter in seconds, at any location with a tablet and internet connection – including rural branches and after-hours services.
Cost
In-person bookings often carry minimum call-out times and travel costs, even for a ten-minute conversation. VRI is typically billed per minute or as a subscription, so short interactions cost far less and you only pay for what you use.
Quality of communication
Sign language is visual, so video quality matters. With a stable connection, good lighting and a well-positioned screen, VRI delivers natural conversation for the vast majority of service interactions. On-site interpreters remain the best choice for long events, group settings, or situations where the Deaf person has additional needs.
Privacy and security
Both models can be secure. With VRI, check that sessions are encrypted, that nothing is recorded by default and that data is hosted locally. With on-site interpreting, make sure confidentiality agreements are in place and personal documents are handled carefully.
When to use each
- Use VRI for: walk-in service, counters and receptions, contact centres, short consultations, urgent situations and locations far from major cities.
- Use on-site for: conferences and events, lengthy legal or medical procedures, training days and meetings with several Deaf participants.
A blended approach
The most practical solution is a platform that does both: on-demand video interpreting for everyday service and scheduled interpreters for planned sessions, all managed and reported in one place. That is exactly how SignBridge SA works.
Want to see VRI in action? Watch how SignBridge SA works or book a demo.
