聽覺障礙者使用同步聽打服務經驗之探究

隨著我國對身心障礙者權利公約的落實，同步聽打服務自2017年正式施行，成為促進與實踐資訊平權的重要管道。服務推行至今，國內卻少有針對同步聽打服務的文獻，更鮮少以服務使用者──聽覺障礙者之觀點探討同步聽打服務的研究，然使用者的想法應是協助服務體系漸臻完善的最大力量，因此本研究以聽覺障礙者為研究參與者，探討同步聽打服務之整體歷程經驗、主觀感受與期待。　　本研究採用質性研究的深度訪談法，透過立意取樣和滾雪球取樣，邀請六位聽覺障礙者接受訪談，分別進行一至二小時的半結構式深度訪談，接著將訪談錄音檔轉錄為逐字稿，進行資料管理、編碼與分析。　　研究結果顯示：（一）行政程序中，聽覺障礙者對多元推廣管道、便捷的申請流程、依個別化需求派遣服務、受理單位耐心回應、窗口妥善處理問題與協調資源、提供聽打檔案等面向感到滿意，而負向經驗包含受理單位不友善、服務回饋表流於形式、單位間申請資訊有落差、因戶籍和時數限制無法順利申請、需求項目未納入服務範疇等；（二）服務使用過程中，聽覺障礙者對聽打員忠實完整的訊息轉譯、認真的服務態度、具備臨機應變能力等方面給予肯定，而負向經驗在於聽打員消極回應問題、使用設備產生干擾、轉譯訊息有缺漏、服務品質不符合自身需求等；（三）接觸其他服務型態方面，聽覺障礙者曾使用非政府的服務、私人教會活動中的遠距聽打服務，以及直播活動中所搭配的同步聽打服務。　　根據結果發現，同步聽打服務體系中有不同角色和因素相互牽動、影響服務歷程與經驗，故本研究以系統理論為基石，針對聽打服務運作進行綜合討論。最後，彙整研究目的、結果與發現，作出研究結論，接著針對未來研究、聽打服務實務體系提出相關建議。

關鍵字

聽覺障礙者；同步聽打服務；質性研究；深度訪談；系統理論

並列摘要

With the practice of the Convention on the Rights of Persons with Disabilities, real-time captioning service has been carried out since 2017 and has been playing an important role in promoting and securing the equality of the share of information. From the very beginning of the service, there has been very few researches on real-time captioning service, let along researches conducted from perspectives of the users – people with hearing loss. Yet feedbacks of the users are the most valuable assets on improving the service system. This study discusses the experience, subjective feelings and expectations of people with hearing loss, those whom are the participant of this study. 　This study is conducted by qualitative research and in-depth interview with purposive sampling and snowball sampling. Six people with hearing loss were invited to the interview to undertake a one-to-two-hour, in-depth, semi-structured interview. The recording were later made into transcriptions for file management, programming and analysis. 　The result of the study shows A) When it comes to the administrative procedures, people with hearing loss are satisfied with a variety of promotion measures, easy application process, customerized dispatch service, patience of the staffs, staffs handling problems and coordinating service resources properly, and provision of captioning files. Negative experience includes staffs being unfriendly, feedback forms turned out to be merely formality, the information gaps between agencies on application, failures of application due to the residential address and time limit and service required being unavailable. B) People with hearing loss give positive feedbacks on captioners transcribing accurately, demonstrating serious attitude and being good at improvising during the captioning service. Negative experience includes captioners answering questions passively, the interruption of the use of device, missing in transcriptions and services provided not fit his or her own demand. C) In terms of others types of services, people with hearing loss had used NGO services, remote captioning service in churches and real-time captioning service provided during streaming events. 　This study finds that there are a variety of roles and factors that effect and influence the service and the experience. Thus, general system theory was used for a comprehensive discussion on captioning service. The study later integrates research goals, results and findings to come up with a conclusion and then provide suggestions for future studies and the practicing real-time captioning service system.