Making Welsh your business

November 2013

comisiynyddygymraeg.orgwelshlanguagecommissioner.org

Y Gymraeg Eich Busnes COVER.indd 1-2 07/11/2013 16:14

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Meri HuwsWelsh Language Commissioner

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Contents

1 Introduction to the Welsh Language Commissioner 3

2 The main aim of the Welsh Language Commissioner 4

3 Winning your customers’ support 6

4 How we can assist you 8

5 How bilingual could you be? 9

6 The checklist 10

Appendix 1 FAQ

Appendix 2 Legislation

Appendix 3 Iaith Gwaith (Working Welsh) resources order form

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1. Introduction to the Welsh Language Commissioner

Promoting and facilitating to succeedIt is a challenging time for businesses with economic uncertainty and new challenges. Now more than ever, businesses are keen to provide the highest standard of services, and reflecting client needs is an integral part of good customer care. Your efforts to use Welsh will be appreciated by your customers in Wales, and through appreciation comes loyalty, trust and other benefits.

As the Welsh Language Commissioner, I will eventually be responsible for regulating the use of the Welsh language by organizations that are named in the Welsh Language (Wales) Measure 2011. These organizations include some private business and I look forward to the challenge of introducing these businesses to the standards regime.

I am also responsible for promoting and facilitating the use of Welsh in various fields, including the private sector. This means encouraging businesses to introduce Welsh into their activities on a voluntary basis. This is the core function of my business team who work to support companies to use the language.

I encourage you to work with the team to identify opportunities to use Welsh when planning your business and serving your customers in Wales.

By incorporating the Welsh language as part of your corporate and business plan you will be contributing to a shared vision of a truly bilingual country.

Meri HuwsWelsh Language Commissioner

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2. Main aim of the Welsh Language Commissioner

The aim of the Welsh Language Commissioner as an independent organization is to promote and facilitate the use of Welsh. This entails raising awareness of the official status of the Welsh language for the first time in Wales following The Welsh Language Measure (Wales) 2011.

Two principles underpin the Commissioner’s work:

In Wales, the Welsh language should not be treated less favourably than the English language

Persons in Wales should be able to live their lives through the medium of the Welsh language if they choose to do so

The Welsh Language in Wales

According to the latest UK Census (2011), 19% of people in Wales speak Welsh (approximately 560,000 Welsh speakers)

38% 3-15 year olds speak Welsh

The business team

The focus of the team is on increasing the use of Welsh in business and providing a prominent visual presence for the language on our high streets. We also aim to develop bilingual workplaces where Welsh language skills are fostered by employers.

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We work with businesses of all kinds:

providing advice to businesses on how to plan and manage their use of Welsh

helping staff use Welsh at work

We do this by working directly with businesses to assist them to prepare Welsh language policies and facilitating a business infrastructure to develop their use of Welsh. The Commissioner also works with the CBI, FSB, Chambers of Commerce and other business groups to mainstream the use of Welsh within their community and introduce it strategically to new audiences.

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3. Winning your customers’ support

The benefits to your customers

As a business, you will understand the importance of developing relationships to ensure that customers trust you and the service, product or experience that you provide. It’s important that you adhere to your key values whilst adapting to market needs, the omni-channel age and new legislation.

A large number of companies in Wales from service providers to retailers of different sizes are realising that using the Welsh language is part of good customer care.

Providing services in Welsh:

strengthens your brand, image and culture

attracts new customers and increases loyalty

indicates your respect and understanding of the culture and community in Wales

demonstrates a business’ understanding of the official status of the Welsh language in Wales (see appendix 2)

demonstrates that you offer a quality service that promotes equality

reflects a responsible business that considers its effects on society.

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Including Welsh in your business plan is a major step forward and demonstrates that you have an interest in the community that you serve. The language forms a key part of social sustainability in Wales and committing to the Welsh language as part of the sustainability agenda will be highly welcomed.

The benefits to your workforce

Through using Welsh, you can promote an attractive working environment for people who have gained bilingual skills. By reinforcing their self-confidence, you can create a bold, progressive workforce which is eager to modernise procedures and services.

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We provide a free consultancy service, offering help on matters relating to the use of Welsh in business. Here are some of our services:

free consultation on how to introduce and use Welsh in business, tailored to the individual needs of the business

guidance on software, design and recruitment advice on adopting a Welsh language policy, and providing

an user-friendly policy template

Iaith Gwaith (Working Welsh) resources to help customers identify Welsh speaking members of staff.

Making Welsh a part of your business model

Ownership and central management are crucial, especially if your organisation is based outside Wales. One way of doing this is to produce a Welsh language policy. Section 5 outlines how you can implement Welsh in your business.

4. How we can assist you

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Don’t be afraid to try. The aim of the checklist overleaf is to enable you to:

assess your business’s current use of the Welsh language

decide which aspects are appropriate for your company

set your short, medium and long term priorities, so that you can formulate an action plan to become more bilingual

ensure that Welsh is part of your business model

The next step is to draft action points and a timetable. Remember that officers from the Commissioner’s business team are available to assist you - contact them today.

Market Chambers5–7 St Mary StreetCardiff CF10 1AT

0845 6033 221post@welshlanguagecommissioner.orgCorrespondence welcomed in Welsh and English

welshlanguagecommissioner.org

5. How bilingual could you be?

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Use the grid below to identify how you currently use Welsh, and how you can develop your use in the future.

In place In Progress Short term (1 year)

In Progress Medium term (1-3 years)

In Progress Long term (3-5 years)

Not relevant

Public image

Signage

Corporate name

Printed materials

Other

Website and digital services

Website

Digital services

Social media

Other

Advertising and marketing

Advertising

Recruitment

Exhibitions

Marketing materials

Publications

Packaging

Other

6. The checklist

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Appendix 1

Frequently asked questions

Which types of organisations use Welsh? Different kinds of businesses across all sectors choose to use Welsh, from corner shops, to independent restaurants to well-known retailers and the financial sector.

In place In Progress Short term (1 year)

In Progress Medium term (1-3 years)

In Progress Long term (3-5 year)

Not relevant

Communication

Language Choice

Face to face communication

Telephone communication

Correspondence

Forms and Account documents

Other

Staff and the workforce

Assessing language skills and needs

Recording and developing skills

Internal communication

Welsh language software

Leadership

Awareness

Other

Services delivered on our behalf

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How can I promote my Welsh language services?A Iaith Gwaith (Working Welsh) badge, logo and lanyard are available free of charge for people who want to show that they can speak Welsh in the workplace. You can order free of charge from our website welshlanguagecommissioner.org

How do I translate materials?Just because someone speaks two or more languages doesn’t mean that they can easily translate from one language to another. Translation is a specialist skill. However, if you employ Welsh speaking staff and would like to develop their skills, you may wish to ask them to draft bilingual text. In such cases, it is vital that you use a competent, professional translator to proof read before publication. For a list of professional translators see

www.cyfieithwyrcymru.org.uk

Is it costly to translate?Not necessarily. Through careful planning, additional direct costs of your investment can be kept to a minimum. Also the benefits both financial and otherwise of using Welsh will almost always outweigh the additional expenditure.

Do I have to do everything in Welsh?For the great majority of businesses, no, but in order to respond to bilingual customer needs in Wales many now choose to do so. There will however be legal requirements for some businesses identified in Schedule 7 & 8 of the Welsh Language (Wales) Measure 2011, to comply with some standards.

I foresee that my company will have to comply with standards under the Welsh Language (Wales) Measure 2011. How can we prepare for this?Contact the Commissioner’s business team for help on developing your use of Welsh. Working with us now will be beneficial to the preparation for adhering to the standards regime.

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Appendix 2

Legislation

Welsh Language Act 1993

The Welsh Language Act 1993 established the principle that, in conduct of public business and the administration of justice in Wales, the Welsh and English language should be treated on a basis of equality.

Private industries and companies which are named through a statutory instrument should prepare a Welsh language scheme. Some private sector businesses have decided to prepare and adhere to a voluntary Welsh language scheme.

The Welsh Language (Wales) Measure 2011

The Welsh Language (Wales) Measure 2011 establishes a framework to impose a duty on some private companies to comply with standards. It gives the Commissioner the power to require a company to comply with a standard. A list of the types of private companies that come under the Measure is available in Schedules 5-8 of the Welsh Language (Wales) Measure 2011.

Private companies providing indirect services through contract, or through other arrangements, or companies receiving a sum of £400,000 or more of public money in a financial year, may be required to comply with standards.

Part 6 Freedom to use Welsh (relevant to all employers)

Part 6 of the Welsh Language (Wales) Measure 2011, asserts that Welsh speakers have the freedom to use Welsh with other people in Wales.

An individual may apply to the Commissioner to investigate cases where there has been an alleged interference with a communication in Welsh between individuals in Wales.

The Commissioner will decide whether or not to investigate the alleged interference.

The Commissioner may investigate such cases, and draft a report noting the conclusions regarding the interference. In such cases enforcement action cannot be undertaken.

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Title

First name Surname

Organisation

Private

Public

Third sector

Name of organisation

E-mail

Appendix 3Iaith Gwaith (Working Welsh) resources order form

If your company has staff who speak Welsh, you can order Working Welsh (Iaith Gwaith) resources for them.

You can order pin badges, lanyards and A4 posters.

You can also download a poster, JPEG logo and e-mail footer from our website welshlanguagecommissioner.org

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Address

Post code

Number of badges

Number of lanyards (maximum 50)

Number of posters (maximum 10)

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Return the form to:The Welsh Language CommissionerMarket Chambers5 – 7 St Mary StreetCardiff CF10 1AT

Y Gymraeg: Eich busnes

Making Welsh your business

Tachwedd 2013November 2013

welshlanguagecommissioner.org

Y Gymraeg Eich Busnes COVER.indd 1-2 07/11/2013 16:14