Student Solutions to
Case Studies in
International Technical Communication

Case 3 - Desperately Seeking Tools

Overall Recommendation: We strongly recommend that the company move to SGML and Translation Memory tools before they add more target languages.

• The high amount of common information across manuals indicates SGML may be a solution--reuse of material.
• High cost, but worst expenses are one-time, up-front costs. This cost will be recovered in 5-10 years. Cost will be in excess of $100,000 USD.
• Highly structured nature of SGML changes work patterns of technical writing group and translation vendors. This structure may not match local writing styles.
• Need robust documentation management software to manage versions (version control).
• Keep everything in SGML--translations, family, product variations, etc.
• Recommend that company use both tools -- they are "apples and oranges." They do not solve the same problem.
• All vendors need access to the SGML server to replicate the database of changed source and final translation. This can be accomplished through internet technologies.
• Company can encourage the translation vendor to adapt to the new technology. If they can't or won't adapt, the company can look for other vendors.
• Suggest the company maximize the use of graphics over words for the documentation, whenever possible.
• Considering impact of time, start with SGML of English. This will take quite a lot of time, even though it will be contracted out.
• Migration affects entire process. Writing process for source documentation, translation, assembly of text chunks into paper and online deliverables.

Process Recommendation, Version 1.0

1. Get support for this from everyone, including vendors
2. Write guidelines, standards
3. Bring in DTD developer (outsource) and develop DTD
4. Contract out the conversion to SGML
5. Review and perhaps redesign and rewrite documentation: minimalist, use graphics
6. Acquire the tools - hardware, version control software, SGML editor, translation memory software
7. Train on above
8. Analyze and prepare files for translation memory (TM) manager
9. Apply TM application to files
10. Begin translation/localization by translation vendors
11. Extract translation and apply to the TM tool (or have vendor do this)

Process Recommendation, Version 1.0

1. Use TM and new English source (only changed modules)
2. TM application matches changes and puts in new strings of local text
3. Translation vendor checks it

Case 4 - Managing the Translation Process

Note: Our approach was to provide the manager with advice on creating her own strategic plan. We provided questions for her to consider and a high-level action plan. All future planning would be completed by the manager and her department, with possible additional consulting efforts.

Goals

• To assume responsibility for all translation projects within the Technical Communications department.
• To optimize creation of English language documentation to allow timely and cost-effective international documents.

Issues to understand before developing plans

1. Current processes:
   • translation
   • writing
2. Understand trends and practices in translation.
3. Current documentation set:
   • modularity
   • structure
   • content
   • organization
   • reusability
4. What are the obstacles to reaching goals?
   • staffing levels
   • workload
   • what are working relationships with software engineers and international team?
   • new products that will affect workloads
   • corporate allies
   • internal training/skill sets
   • budget
   • tools
   • translation methods in place
   • corporate management backing
   • legacy documents that need to be maintained
   • time frame
   • will staff be added to compensate for increase in workload (or, what will go away - tradeoffs)

Key issues

• available resources (staff, tools, budget)
• scope
• corporate support
• budget

Advice to manager for improving translation process

1. Convince manager that they are not starting at ground zero. Identify people and processes that are already working. Tap these resources.
2. Have manager study the issues and determine:
   • Scope
   • Time
   • Resources
   • Budget
   • Level of corporate support
   • Corporate expectations
3. Start analyzing current state of:
   • existing and past processes for English language documentation
   • existing and past processes for translation
   • English language document set as it exists
4. Identify obstacles in the way of:
   • improving translation process
   • optimizing documentation
   • keeping current department projects moving
5. Identify ways of transferring current knowledge and processes to entire department. Pursue learning and discussion from these experiences.
6. Identify and prioritize action items:
   • identify which efforts can have biggest gains
   • develop short term plan
   • develop long term strategy
   • plan milestones and deliverables

Advice for optimizing documentation

1. Analyze the current state.
2. Research:
   • Customer base
   • Customer needs
   • What data changes across manuals versus what information is static and can be constructed/translated modularly?
   • Benchmark - how is everyone else doing it?
   • Available tools for database publishing and management