Manage Your Messaging with Machine Aided Editing and Sentence-level Reuse   and reduce information supply chain costs in t...
Agenda <ul><li>Abbreviated History </li></ul><ul><li>Globalization – Problem or Opportunity? </li></ul><ul><li>Global  I n...
English German  French Spanish Japanese Etc. Then Modular SGML/XML/DITA CMS Single-Source Reuse Repurposing Workflow Now D...
What’s going on? <ul><li>Independent writing groups    interconnected, distributed teams </li></ul><ul><li>Print    digi...
Product Information Ecosystem Marketing Training Material Technical Documentation Support Knowledgebase FAQ Pre-sales Info...
Problem or Opportunity??? – Translation Cost  © 2006 Comtech Services, Inc. 46% 25% reduction 15% reduction 13% reduction ...
Process Change – The way it was <ul><li>Collect Source Material </li></ul><ul><li>Write Draft -> Edit Draft -> Review Draf...
Process Change – The way it is <ul><li>Write -> Hit RETURN -> Global Distribution </li></ul>
<ul><li>Case Study:  </li></ul><ul><li>In one 1,100,000-word software manual set: </li></ul><ul><ul><li>15% of words were ...
The Result - Confusion
The Result – Duplication of Effort http://support.microsoft.com/kb/291875 http://office.microsoft.com/en-us/powerpoint/HA0...
The Result - ??? <ul><li>Please enter start date before or equal to the end date. </li></ul><ul><li>Please enter a start d...
The Results - Consistency <ul><li>End Date must be greater than or equal to Start Date. </li></ul><ul><li>End date must be...
The Result – Translation Issues <ul><li>Ladies, leave your clothes here and spend the afternoon having a good time.  (In a...
The Bottom Line Part 1: Doing more with less costs more! <ul><li>We’ve effectively applied technology to increase volume a...
The Bottom Line Part 2: Quality doesn’t cost – it pays! <ul><li>Translatability/Readability </li></ul><ul><ul><li>High Qua...
Pop Quiz! <ul><li>Do you have Information Quality Standards?  </li></ul><ul><li>Do you monitor, measure, and track conform...
Where to Start? ©J Schütz & R Nübel, IAI Moving quality management  upstream  reduces costs The unit cost of fixing term e...
Getting Started… General Quality Management Principles <ul><li>Formal, documented Standards and processes </li></ul><ul><l...
Definition… Technical Information Quality <ul><li>Key criteria: </li></ul><ul><ul><li>Compliant with  relevant  standards ...
Helpful Tools <ul><li>Spelling and Grammar Checkers </li></ul><ul><li>Controlled Language Checkers </li></ul><ul><li>A Her...
<ul><li>Sophisticated Linguistic Analysis Engine developed over 15 years at the German Research Institute for Artificial I...
Some of Our Customers
The acrolinx  I nformation  Q uality  Suite
D E M O
<ul><li>acrocheck toolbar </li></ul><ul><li>Color-coded flags (like spell check on steroids!) </li></ul><ul><li>Auto-fix <...
acrocheck Information Quality Status Report - I Administrative Information  ▼ show  | hide Settings and Result Overview  ▼...
acrocheck Content Quality Status Report - II Result - Grammar  ▼ show  | hide Summary avoid_duplicates Result - Spelling  ...
acrocheck Project Management Report  metrics and reporting I <ul><li>Summary metrics for entire project </li></ul><ul><li>...
acrocheck Project Management Report metrics and reporting II <ul><li>Summary report for each metric category </li></ul><ul...
Acrocheck TermDesign™ Terminology Lifecycle Management Interface
Intelligent Reuse ™ Building the Reuse Repository
Intelligent Reuse ™ <ul><li>Micro-Clustering – analyzes corpora of relevant information, and identifies linguistically equ...
Intelligent Reuse™ Sample Micro-Clustering Output <ul><li>The following items come in your Topspin shipment: </li></ul><ul...
Intelligent Reuse™ in-process checking InfiniBand
The Bottom Line:  <ul><li>I nformation  Q uality Management with Intelligent tools provides: </li></ul><ul><li>Improved qu...
Additional Operational Benefits <ul><li>Greatly reduced human copy editing effort </li></ul><ul><li>Improved efficiency ac...
Content Quality Management A Real-World Example <ul><li>Excerpt from a  Best Practices  Presentation, 2006 </li></ul><ul><...
Bottom Line <ul><li>Information Quality improvement doesn’t cost … </li></ul><ul><li>It PAYS! </li></ul>
Questions? More Information: www.acrolinx.com  US Contact: Kent Taylor 970.921.3700 | kent@acrolinx.com  European Contact:...
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Manage Your Messaging with Machine-Assisted Editing and Large Scale Sentence-level Reuse

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Presented by Kent Taylor at Documentation and Training West, May 6-9, 2008 Vancouver, BC

Maintaining a reasonable level of quality and consistency across all of the content that gets into your customers’ hands has always been difficult to manage. It used to be possible when the majority of the content was written by groups of professional writers, and edited by professional editors. And generally distributed in only one language - English.

Today, however, your customers get content from all manner of sources that used to be only for internal consumption, where quality and consistency was less important. And in today’s Global Economy, chances are that much of the customer facing content is translated, and distributed in more than one language, or at least to a large population of non-native speakers. This is where quality and consistency really pay off.

Using meaning-based natural language processing software, we’ve analyzed Translation Memories, Software UI Strings from very large systems, and large corpora of assorted customer facing content. And, we’ve found that nearly every set of content that we look at contains 15% to 25% redundancy, or more.

A minor irritant to a native speaker, a bigger irritant for a non-native speaker or poor reader, and a major irritant for your CFO. Every one of those variants was translated in some cases to 30+ target languages. On the average, this kind of linguistic redundancy adds 20% to the cost of translation. Put another way, if you currently translate to five languages, and could eliminate this redundancy in your source, your savings would be great enough to translate to an additional language, and open up a new market.

This presentation will discuss these and other relevant content quality issues in depth, suggest ways to deal effectively with them, and present real-world examples of companies that have ‘been there, done that.

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  • Manage Your Messaging with Machine-Assisted Editing and Large Scale Sentence-level Reuse

    1. 1. Manage Your Messaging with Machine Aided Editing and Sentence-level Reuse and reduce information supply chain costs in the process! Kent Taylor acrolinx North America, Inc. IMPROVING YOUR CORPORATE IQ
    2. 2. Agenda <ul><li>Abbreviated History </li></ul><ul><li>Globalization – Problem or Opportunity? </li></ul><ul><li>Global I nformation Q uality and Cost Issues </li></ul><ul><li>Quality Management Principles </li></ul><ul><li>Information Quality </li></ul><ul><li>Information Quality Management Tools </li></ul><ul><li>Q&A </li></ul>
    3. 3. English German French Spanish Japanese Etc. Then Modular SGML/XML/DITA CMS Single-Source Reuse Repurposing Workflow Now Database Outsource Info Support Info Marketing Info 3 rd Party Info Supplier Info On Line Training Tech Info Global Collaboration Engineering Info Software Apps UI Strings Knowledgebase
    4. 4. What’s going on? <ul><li>Independent writing groups  interconnected, distributed teams </li></ul><ul><li>Print  digital media (CD, Web, Help) </li></ul><ul><li>Unstructured authoring  structured authoring </li></ul><ul><li>Monolithic “documents”  topic-based writing (supporting reuse and repurposing) </li></ul><ul><li>feature-oriented  task-oriented </li></ul><ul><li>“ Writing + Translation”  global information development (also on-demand) </li></ul><ul><li>“ Product development + documentation”  coherent “user experience” </li></ul>
    5. 5. Product Information Ecosystem Marketing Training Material Technical Documentation Support Knowledgebase FAQ Pre-sales Information “ In-product” Information Market Analysis Engineering Specifications Partner/OEM Information
    6. 6. Problem or Opportunity??? – Translation Cost © 2006 Comtech Services, Inc. 46% 25% reduction 15% reduction 13% reduction 9% reduction 20% reduction 25% reduction
    7. 7. Process Change – The way it was <ul><li>Collect Source Material </li></ul><ul><li>Write Draft -> Edit Draft -> Review Draft </li></ul><ul><li>Write Final -> Edit Final -> Review Final </li></ul><ul><li>Produce Master -> QA Master </li></ul><ul><li>Reproduce </li></ul><ul><li>Distribute </li></ul>
    8. 8. Process Change – The way it is <ul><li>Write -> Hit RETURN -> Global Distribution </li></ul>
    9. 9. <ul><li>Case Study: </li></ul><ul><li>In one 1,100,000-word software manual set: </li></ul><ul><ul><li>15% of words were simply not needed </li></ul></ul><ul><ul><ul><li>“ We suggest that you use…” > “Use” </li></ul></ul></ul><ul><ul><ul><li>Translation: $40,000 per language </li></ul></ul></ul><ul><ul><ul><li>Production: ~330 pages less (~$66) per copy (~ $66,000) </li></ul></ul></ul><ul><ul><li>30% of sentences were at a graduate-school reading level </li></ul></ul><ul><ul><li>50% of sentences were at a college reading level or higher </li></ul></ul><ul><ul><li>85% of sentences were at a high-school reading level or higher </li></ul></ul><ul><ul><li>However, </li></ul></ul><ul><ul><li>Only 20% of Americans read at a level above 10 th grade </li></ul></ul><ul><ul><li>Non-native readers typically have a lower reading level in other than their native language. </li></ul></ul>The Results - Readability
    10. 10. The Result - Confusion
    11. 11. The Result – Duplication of Effort http://support.microsoft.com/kb/291875 http://office.microsoft.com/en-us/powerpoint/HA012303211033.aspx
    12. 12. The Result - ??? <ul><li>Please enter start date before or equal to the end date. </li></ul><ul><li>Please enter a start date earlier than or the same as the end date. </li></ul><ul><li>Please enter an actual start date earlier than the actual end date. </li></ul><ul><li>The Start Date cannot exceed the End Date. </li></ul><ul><li>The End Date cannot precede the Start Date. </li></ul><ul><li>End Date must be later than Start Date. </li></ul><ul><li>End date must be equal to or later than the start date. </li></ul><ul><li>The end date must be later than or the same as the start date. </li></ul><ul><li>End Time must be later than the Start Time. </li></ul><ul><li>The valid grade's end date must be later than or equal to its start date. </li></ul><ul><li>Please enter an End Date that is later than or the same as the Start Date. </li></ul><ul><li>Competence end date has to be later than or equal to the start date. </li></ul><ul><li>The start date cannot be later than the end date. </li></ul><ul><li>The appraisal end date must be later than or equal to appraisal start date. </li></ul><ul><li>The Effective start date cannot be later than the Effective end date. </li></ul><ul><li>Date from cannot be later than date to. </li></ul><ul><li>The start date must be on or before the end date. </li></ul><ul><li>The Start Date cannot be after the End Date. </li></ul><ul><li>Your end date must be after your start date. </li></ul><ul><li>The end date cannot be before the start date. </li></ul><ul><li>Start date must be before end date. </li></ul><ul><li>Your start date must be before your end date. </li></ul><ul><li>Enter a Start Date that is on or later than &LL. </li></ul><ul><li>The Status End Date is either earlier than the Start Date </li></ul><ul><li>of the Assignment or later than its End Date. </li></ul>Please enter an end date that is later than the start date. Date To must be later than or equal to Date From. The Date To must be later than the Date Received. The actual end date must be on or after the actual start date. End date should be greater than start date. End Date cannot be before the Start Date. The start date must be prior to the end date. You entered a start date later than the end date. Ending range must be later or the same as starting range Please enter a new start date later than the original end date. The ending date must be later than or the same as the beginning date. The date to has to be later than or equal to date from. End Date must be greater than Start Date. You cannot enter an &quot;End Date&quot; that is before your &quot;Start Date.&quot; End Date must be greater than or equal to Start Date. Please enter a start date that is before the end date. The end date you enter must be between the grade's start and end dates. The start date you enter must be between the grade's start and end dates. The projected end date must be on or after the projected start date. The Period start date cannot be later than the Period end date.
    13. 13. The Results - Consistency <ul><li>End Date must be greater than or equal to Start Date. </li></ul><ul><li>End date must be equal to or later than the start date. </li></ul><ul><li>The actual end date must be on or after the actual start date. </li></ul><ul><li>End Date must be greater than Start Date. </li></ul><ul><li>You cannot enter an &quot;End Date&quot; that is before your &quot;Start Date.“ </li></ul><ul><li>End date should be greater than start date. </li></ul><ul><li>End Date must be later than Start Date. </li></ul><ul><li>The start date cannot be later than the end date. </li></ul><ul><li>End Date cannot be before the Start Date. </li></ul><ul><li>Start date must be before end date! </li></ul><ul><li>The start date must be on or before the end date. </li></ul><ul><li>The Start Date cannot be after the End Date. </li></ul><ul><li>The end date cannot be before the start date. </li></ul><ul><li>Your end date must be after your start date. </li></ul><ul><li>Your start date must be before your end date. </li></ul><ul><li>The end date must be later than or the same as the start date. </li></ul><ul><li>The start date must be prior to the end date. </li></ul><ul><li>Please enter an End Date that is later than or the same as the Start </li></ul><ul><li>End Time must be later than the Start Time. </li></ul><ul><li>Please enter a start date that is before the end date. </li></ul>
    14. 14. The Result – Translation Issues <ul><li>Ladies, leave your clothes here and spend the afternoon having a good time. (In a Rome laundry) </li></ul><ul><li>Please fasten seatbelt to prepare for crash. (Tokyo Taxi) </li></ul><ul><li>Please do not feed the animals. If you have any suitable food, give it to the guard on duty . (at a Budapest zoo) </li></ul><ul><li>Caution: Blade Extremely Sharp! Keep out of children. (Multipurpose Knife Instructions) </li></ul><ul><li>Ladies are requested not to have children in the bar. (In a Norwegian cocktail lounge) </li></ul><ul><li>Drop your trousers here for the best results. (Thai Dry Cleaner) </li></ul>
    15. 15. The Bottom Line Part 1: Doing more with less costs more! <ul><li>We’ve effectively applied technology to increase volume and speed of information development, production, and distribution, but ... </li></ul><ul><li>Information Quality has suffered, and the costs associated with poor quality increase daily </li></ul><ul><ul><li>Translations cost more than necessary, and may retard your globalization strategy </li></ul></ul><ul><ul><li>Non-native speakers have difficulty reading your English content, and are less likely buy your products </li></ul></ul><ul><ul><li>Misinterpretations of your content can lead to increased support costs, accidents, and/or litigation. </li></ul></ul>
    16. 16. The Bottom Line Part 2: Quality doesn’t cost – it pays! <ul><li>Translatability/Readability </li></ul><ul><ul><li>High Quality content costs up to 30% less to translate </li></ul></ul><ul><ul><li>Quality content is easier for non-native speakers to read </li></ul></ul><ul><li>Call deferrals </li></ul><ul><ul><li>Consistent terminology and style  better indexing  better search  better self-help  fewer calls </li></ul></ul><ul><li>Product liability risk management </li></ul><ul><ul><li>Certifiable quality  manageable risk </li></ul></ul><ul><li>Internal process efficiencies and cost savings </li></ul><ul><ul><li>Less rework </li></ul></ul><ul><ul><li>Less copy editing </li></ul></ul><ul><ul><li>Cleaner handoffs between process tasks </li></ul></ul><ul><ul><li>Fewer Writer/Editor/SME “debates” </li></ul></ul>
    17. 17. Pop Quiz! <ul><li>Do you have Information Quality Standards? </li></ul><ul><li>Do you monitor, measure, and track conformance to these Standards? </li></ul><ul><li>Do you provide actionable, real-time feedback to Writers and Editors? </li></ul><ul><li>Do you collect Quality metrics consistently and objectively? </li></ul><ul><li>Are Information Quality metrics collected on every information product you deliver? </li></ul><ul><li>Are your metrics meaningful and actionable? </li></ul><ul><li>Can you conclusively demonstrate Quality improvements? </li></ul><ul><li>Can you tie time and cost reductions directly to Information Quality improvements? </li></ul><ul><li>Is your CFO happy with current translation/localization costs? </li></ul>
    18. 18. Where to Start? ©J Schütz & R Nübel, IAI Moving quality management upstream reduces costs The unit cost of fixing term errors at different points of the Content Supply Chain Savings
    19. 19. Getting Started… General Quality Management Principles <ul><li>Formal, documented Standards and processes </li></ul><ul><li>Metrics Driven </li></ul><ul><ul><li>Real-time feedback to process participants (QA) </li></ul></ul><ul><ul><li>Test results/reports at process gates (QC) </li></ul></ul><ul><li>Quality built-in from the beginning </li></ul><ul><li>Focus on continuous quality improvement </li></ul>
    20. 20. Definition… Technical Information Quality <ul><li>Key criteria: </li></ul><ul><ul><li>Compliant with relevant standards and guides </li></ul></ul><ul><ul><li>Correct (grammar and spelling) </li></ul></ul><ul><ul><li>Consistent (style, terminology) </li></ul></ul><ul><ul><li>Concise </li></ul></ul><ul><li>Result: </li></ul><ul><ul><li>Easier to read and understand </li></ul></ul><ul><ul><li>Easier , quicker, and less costly to translate </li></ul></ul>
    21. 21. Helpful Tools <ul><li>Spelling and Grammar Checkers </li></ul><ul><li>Controlled Language Checkers </li></ul><ul><li>A Herd of Professional Copy Editors </li></ul><ul><li>End-User Surveys and Usability Studies </li></ul><ul><li>acrocheck™ I nformation Q uality Tool Suite </li></ul>Shameless plug!
    22. 22. <ul><li>Sophisticated Linguistic Analysis Engine developed over 15 years at the German Research Institute for Artificial Intelligence (DFKI) </li></ul><ul><li>Recognized I nformation Q uality Management leader since 2002 </li></ul><ul><li>Headquartered in Berlin, Germany </li></ul><ul><li>North American subsidiary in Colorado </li></ul>IMPROVING YOUR CORPORATE IQ
    23. 23. Some of Our Customers
    24. 24. The acrolinx I nformation Q uality Suite
    25. 25. D E M O
    26. 26. <ul><li>acrocheck toolbar </li></ul><ul><li>Color-coded flags (like spell check on steroids!) </li></ul><ul><li>Auto-fix </li></ul><ul><li>Suggestions and examples </li></ul><ul><li>New term harvesting and control </li></ul>acrocheck Writer/Editor Interface on-demand checking and guidance Demo ROI Batch an delay Style Terminology New term Spelling Grammar
    27. 27. acrocheck Information Quality Status Report - I Administrative Information ▼ show | hide Settings and Result Overview ▼ show | hide acrocheck™ Checking Report Status Results Spelling 2 Results Grammar 3 Results Style 18 Results Terminology 11 Results New Terms User Name kent License ID Acrolinx Internal / kent File Name file://C:/Documents and Settings/Kent Taylor/My Documents/Acrolinx/sampleDocs/Word/Topspin 360 Quick Start-Reuse.doc Rule Set Demo File format application/word Document language English Checking scope 618 word(s) / 77 sentence(s) Date and time of check Sat Sep 22 07:16:48 MDT 2007 Version information Plug-in : 3.1.0 (build : 384) / Server : 3.5.0 (build : 1622) Resources standard : 3.5.0 (build: 139 / 2007-09-10) Term banks used Switches Checking status (score: 138)
    28. 28. acrocheck Content Quality Status Report - II Result - Grammar ▼ show | hide Summary avoid_duplicates Result - Spelling ▼ show | hide Details a_an_distinction Word Count Suggestion Context managment 1 management One managment workstation, such as a PC running terminal-emulation software chasis 1 chais chases chasms chassis phasis Phasis The chasis cable kit (included) a_an_distinction 1 avoid_duplicates 1 wrong_sequence_of_words 1 Install a additional switch blade: -> Install an additional switch blade: Tighten the screws to the on the left and right-hand sides of the IB switch card. -> Tighten the screws on the left and right-hand sides of the IB switch card. Tighten the screws to the left and right-hand sides of the IB switch card.
    29. 29. acrocheck Project Management Report metrics and reporting I <ul><li>Summary metrics for entire project </li></ul><ul><li>Customer definable scores, weightings and thresholds </li></ul><ul><li>Overall scores can be used to optimize workflow </li></ul>
    30. 30. acrocheck Project Management Report metrics and reporting II <ul><li>Summary report for each metric category </li></ul><ul><li>Color-coded status indicators </li></ul><ul><li>XML or Database storage </li></ul><ul><li>Active links to individual reports and document files </li></ul>Start Demo
    31. 31. Acrocheck TermDesign™ Terminology Lifecycle Management Interface
    32. 32. Intelligent Reuse ™ Building the Reuse Repository
    33. 33. Intelligent Reuse ™ <ul><li>Micro-Clustering – analyzes corpora of relevant information, and identifies linguistically equivalent phrases and sentences. </li></ul><ul><li>Validation interface enables quick approval of “standard” for each micro-cluster </li></ul><ul><li>Once approved, “standard” phrases and sentences are stored in the Reuse Repository for linguistic matching against phrases and sentences in working documents. </li></ul>
    34. 34. Intelligent Reuse™ Sample Micro-Clustering Output <ul><li>The following items come in your Topspin shipment: </li></ul><ul><li>The following items come in the Topspin shipment: </li></ul><ul><li>Check that the following items have come with your Topspin package: </li></ul><ul><li>Your Topspin package should have come with the following items: </li></ul><ul><li>The following items are found in your Topspin package: </li></ul><ul><li>The following items are found in the Topspin shipment: </li></ul><ul><li>Your Topspin package should include the following: </li></ul><ul><li>See that the following items arrived with your Topspin package: </li></ul><ul><li>These items are found in the Topspin shipment: </li></ul>Approved ‘Standard’
    35. 35. Intelligent Reuse™ in-process checking InfiniBand
    36. 36. The Bottom Line: <ul><li>I nformation Q uality Management with Intelligent tools provides: </li></ul><ul><li>Improved quality </li></ul><ul><li>A high level of reuse (at phrase- and sentence-level) </li></ul><ul><li>Improved translatability </li></ul><ul><li>Significant overall cost and time reductions – as much as 50% </li></ul>
    37. 37. Additional Operational Benefits <ul><li>Greatly reduced human copy editing effort </li></ul><ul><li>Improved efficiency across the entire content supply chain </li></ul><ul><li>Improved TM performance – reduced ‘clutter’ </li></ul><ul><li>Formal, objective metrics and reporting – reduced litigation risk </li></ul><ul><li>Improved indexing and retrieval </li></ul><ul><li>Improved quality and readability in all languages </li></ul><ul><li>Consistent corporate image/branding in all languages </li></ul>
    38. 38. Content Quality Management A Real-World Example <ul><li>Excerpt from a Best Practices Presentation, 2006 </li></ul><ul><li>Savings of as much as $1M in a year so far </li></ul><ul><li>Projected savings of $3M per year for the next 5 years </li></ul><ul><li>Translation costs for MT projects cut by 50% </li></ul><ul><li>Time to market for MT projects cut by 50% </li></ul><ul><li>40% reuse of content </li></ul><ul><li>75% reuse for localization </li></ul>
    39. 39. Bottom Line <ul><li>Information Quality improvement doesn’t cost … </li></ul><ul><li>It PAYS! </li></ul>
    40. 40. Questions? More Information: www.acrolinx.com US Contact: Kent Taylor 970.921.3700 | kent@acrolinx.com European Contact: Oliver Collmann +49 (30) 288 84 83 41 | oliver@acrolinx.com
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