ABSTRACT In this paper, we explore how translators, foreign nationals and other stakeholders interacted in specific instances of COVID-19 communication in Shanghai, and how their (inter)actions were related to the government’s policy concerning translation services. The focus is on the telephone interpreting services that were commissioned by the Shanghai Municipal Foreign Affairs Office (Shanghai FAO) for quarantine hotels. Centrality concepts in a social network analysis (SNA) were used qualitatively to map the network of relationships in which individuals were embedded. Complexity theory was used to capture the irreducible relationships between individuals and emergent structures. The study revealed that pre-existing networks reinforced Shanghai’s policy of providing multilingual translation services for foreign communities during the pandemic. Moreover, new networks of relationships emerged due to interpreter-mediated interactions, which challenged the Shanghai FAO’s codes of conduct. Reflexivity enabled volunteer interpreters and foreign nationals to mediate between structural opportunities and their subjectively defined concerns, thus leading to multi-layered approaches to COVID-19 communication. Possible solutions to the low degree of centrality of official translation services for COVID-19 communication in Shanghai are discussed based on foreign nationals’ experiences.
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