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Support materials on the Community Portal

The Supporting Materials section on your task is where you can find reference materials and instructions to help you complete your task. Every task on the Community Portal will have at least one attachment in the documentation field.

It’s our expectation that any Notes or supporting materials attached to a task are adhered to when editing. If these instructions are not followed, a task may need to be reworked.


When a customer places an order, they have the option to leave a note for you to help you complete their task. Likewise, if Online Support have specific instructions for your task, we’ll use the internal notes field to communicate these to you. Make sure to check both of these fields before commencing work on your task.

Automatically generated transcripts (ASR)

All media files that are available in the Community Portal have an automatically generated transcript of the audio attached. These files are created by a computer to help aid your captioning and transcription work. You can easily identify this file by the ‘ASR’ tag at the start of the filename. 

This resource has been provided as supporting material for your captions and transcripts, which you can download directly as a reference or upload to your task to edit. 

The inclusion of these automatically generated transcripts is designed to enhance your workflow and reduce your time spent captioning. However, the technology isn’t perfect, so proceed with discretion – if you’re spending more time editing than it would take to create a new file from scratch, you shouldn’t push ahead with editing the automatic transcript. 

An example of automatically generated captions.

There will always be corrections that need to be made to ASR files before submission. For instance, the software uses a double chevron ‘>>’ to indicate when it thinks the person speaking has changed. This isn’t in line with our standards, so the double chevrons will need to be removed before submission.

Updated on February 9, 2021

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