Best practices and lessons learned

To illustrate some key concepts found in this site, we are pleased to share with you some examples of best practices and lessons learned based on feedback received from organizations such as yours. A best practice refers to a strategy or technique that an organization has adopted and found to be efficient and effective in the delivery of services in English and French.

We hope these shared experiences will serve to help your organization develop or improve its own strategy for offering English and French-language services. Please share your experiences or a best practice by completing the "Submit a best practice" form.

• Language policy
• Written Communications
• Bilingual Meetings and Events
• Translation and Interpretation

Language policy

In addition to establishing guidelines for the implementation of bilingualism, a clear language policy provides other benefits to an organization. The "Advantages and impacts" section of the website and the following comments highlight some of these positive benefits.

• Establishing a language policy provides greater accessibility to information and resources for members/clients. An organization can reach out to a broader membership base when it provides its services in both English and French.
  
  "(A language policy) ensures that materials and other resources are able to be used in all areas of Canada. A policy ensures that we do not take shortcuts and respect both languages."
  Canadian Hospice Palliative Care Association
  
  "By providing all nationally-produced educational materials in both official languages, we are able to reach more people and share and exchange knowledge across both languages."
  Kidney Foundation of Canada
  
  
• Establishing a language policy provides lasting direction to an organization. It ensures that over time there are adequate provisions for the delivery of services in both languages. (for example: monetary and timing issues, planning budgets and projects, designating bilingual positions).
  
  "A language policy ensures that we take French accessibility into consideration in the business we do: translation, access to French-speaking staff, and delivery of workshop and conference sessions in French when possible."
  Community Foundations of Canada
  
  
• Establishing a language policy encourages communication and participation from members/clients and employees. It signals that individuals are welcome to participate in the official language of their choice.
  
  "One of United Way of Canada - Centraide Canada's core values is "demonstrating active commitment to bilingual services". As part of this core value, United Way of Canada - Centraide Canada developed guiding principles and standard operating guidelines that ensure communications are delivered in both official languages to United Way of Canada - Centraide Canada members and other constituents across Canada."
  United Way of Canada

Examples of language policies

To help facilitate the creation of a language policy, this guide provides templates that may be adapted to suit the needs of individual organizations. View the following organizations' actual language policies to learn how they have incorporated bilingualism in their day-to-day operations. You may also refer to the "Measures and guidelines" practical tool to help you create a language policy for your organization.

"A language policy is useful because it provides direction on how we do business regarding our bilingual practices and services, thereby ensuring that bilingual services are always considered in any communication, promotional material or initiative undertaken by CES National Council. Our policy increases our awareness and need to provide bilingual services to our members. Our policy has helped us to increase our capacity to provide bilingual services"
Canadian Evaluation Society (CES)

To view the CES language policy

To view the CES translation policy

"As an organization that promotes participation from all members, we make sure that all members are able to apply for positions on the Board of Directors and play other representative roles in the organization. Without English and French policies, not all of our members would be able to apply to these positions. Part of being familiar with the organization to fulfil these roles requires being familiar with our policies."
Canadian Nursing Students Association (CNSA)

To view the CNSA language policy

 

Written communications

Effective written communications are essential for a successful organization. By communicating in both French and English, your organization's message reaches a broader membership and encourages greater participation by members and employees. Consider some of the suggestions made by organizations when planning communications in both French and English.

• Plan adequate time for the translation and printing of materials for simultaneous distribution. Your product will have a greater impact if it is delivered to members and clients in both official languages at the same time. Keep in mind that there are several steps in the translation process including having the documents translated, proofread and subsequently revised. It is often more cost-effective to have both versions of a document printed at the same time. For additional information regarding cost-effective translation practices refer to the "Translation checklist" practical tool.
  
  "We created a new bilingual newsletter for our members. Now, all our communications are sent out simultaneously in both languages, helping to increase our French-based membership."
  Association of Canadian Travel Agencies
  
  "All of our communication and promotional materials are available in both official languages and distributed simultaneously. Sometimes it is created first in French, sometimes first in English. Then it is reviewed and sent to translation. The material is only distributed once it is ready in both official languages."
  Coaching Association of Canada
  
  
• Determine language requirements for promotional materials and other documentation in advance to ensure that your members' or clients' language needs are met. Every organization has their own approach when accommodating members or clients. Some options available to you:
  
  
  • Ask your membership or clients to indicate their language preference. In this case, you must be able to flag this preference in your database. All documentation should then be available in both French and English.
    
    
  • Provide documentation in a bilingual format. Plan for the most for cost-effective presentation of bilingual materials. For helpful tips, refer to the "Bilingual formatting" practical tool.
    
    "We provide material using a two-sided format when possible and find this to be a cost-efficient presentation."
    Philanthropic Foundations of Canada
    
    "All of our materials have English and French "sides".
    Canadian Amateur Musicians
    
    "Always published in both languages and distributed at the same time. For example, newsletters, brochures, etc.".
    Alzheimer Society of Montreal
    
    "All our official materials are released in both languages. This has worked very well for our national awareness week as materials can be sent to all parts of the country and can be utilized in both official languages."
    Canadian Hospice Palliative Care Association
    
    "We have found that our members prefer to receive written communications only in the language of their choice. For example, we print a newsletter in French for the Francophones and a newsletter in English for the Anglophones."
    Canadian Women in Communications
    
    

 

Bilingual meetings and events

• Anticipate the language needs of your membership/clientele at special events, whether you are organizing a conference, a gala or an annual meeting. Ensure that your members or clients feel that their language requirements have been addressed. Was the advertising for the event done in both English and French newspapers? Are invitations bilingual? Have conference presenters been advised that material must be suitable for a bilingual audience? Will printed documentation or visual presentations be available in both languages? Refer to the "Planning bilingual meetings and events" information sheet for helpful tips.
  
  "Every year our organization holds a gala in Ottawa. Ministers and other important individuals from the Canadian communications sector attend this event. The master of ceremonies is always bilingual. The gala's program and speeches are also bilingual."
  Canadian Women in Communications
  
  "We plan to allow for all participants to experience all speakers in both languages, by adjusting the way that speakers and students are assembled in particular rooms."
  Canadian Nursing Students Association
  
  
• Teleconferencing is a good solution to overcome the challenges presented by distance. Don't forget that a teleconference may be arranged to accommodate French and English participants. For helpful tips for organizing a successful bilingual teleconference refer to the "Bilingual teleconferencing" information sheet.
  
  "The teleconference interpretation service is a powerful tool to enhance involvement by Francophone members of committees, organizations and others who could only participate in teleconferences, Webcasts, etc. in English. This service has been welcomed whenever it has been offered. We are happy that it is becoming better known and, we hope, more widely used. The service involves two components: the interpretation service proper and the underlying teleconference (or Webcast). In some cases organizations obtain both services separately, but the usual and more convenient practice is to order the interpretation as part of the teleconferencing package."
  Council of Ministers of Education, Canada (CMEC)

 

Translation and interpretation
For many organizations, the cost of translation and interpretation may represent a budgeting challenge. Consider some of the approaches other organizations use to help reduce costs and control quality when providing French and English services to their members or clients. Refer to the "Translation checklist" and "Interpretation checklist" practical tools for additional information.

• Ensure that documents have been translated to correctly communicate your organization's message. Have the document proofread by someone who is familiar with your organization.
  
  "When required, translations are also sent to our Quebec branch for verification and to ensure that not only is the translated document grammatically sound, but that it will resonate with a francophone audience on all levels."
  Kidney Foundation of Canada
  
  
• Use the same translators for consistency when possible. Someone who is familiar with your organization will be more likely to provide reliable and cost-efficient translations.
  
  "We have been using the same translators for some time now to ensure consistency of language, terminology and to save time on internal proofreading and editing."
  Kidney Foundation of Canada
  
  "We have engaged an excellent translator who understands the business we are in and who has translated virtually all of our communications material and professional development resources."
  Community Foundations of Canada
  
  
• Prioritize the documentation that will require the services of a translator. It may not always be possible to have every document available in both languages due to budgetary constraints or lack of human resources. Measures and guidelines can help an organization determine which documentation should be translated. Refer to the "Measures and guidelines" practical tool. For example, some organizations decide to translate key internal documents and materials for the public and have non-critical or short communications prepared internally by a designated bilingual staff person. Remember however, that speaking the language does not replace the skills of a professional translator.
  
  
• Contact a school of translation and interpretation to inquire if there are students who might do work as part of their study program or as part of a Co-op program. Refer to the "Translation checklist" practical tool for links to the schools.
  
  "Request, welcome and give guidance to students studying in this domain. For example, we are privileged to benefit regularly from student placements through Concordia's Co-op program."
  Alzheimer Society of Montreal

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