It’s What’s Between the                                  Tags that Counts                                  Control Informa...
Overview• Abbreviated History• The Result - Global Information Quality and Cost Issues• Quality Management Principles• Inf...
The DriversTechnology• Analog → Digital• InternetPhilosophy• US only → Global• Collaborative Scheduling → Market-driven de...
What’s going on?• Independent writing groups g interconnected, distributed teams• Print g digital media (CD, Web, Help)• U...
The Result:                  Process ChangeThe way it was …• Collect Source Material• Write Draft -> Edit Draft -> Review ...
And quality? What quality?• Paper or web style guides are not consistently used• Terminology is in the wrong place• Reuse ...
So what can we do about it?• Manage Quality• Create content with quality built in. Information Quality Management consists...
The Bottom Line Part 1:                Doing more with less costs more!• We’ve effectively applied technology to increase ...
The Results - ReadabilityCase Study:• In one 1,100,000-word software manual set:  • 15% of words were simply not needed   ...
What does this mean in practice?
Content reuse (how not to)http://office.microsoft.com/en-us/powerpoint/HA012303211033.aspx                                ...
... and this:Please enter start date before or equal to the end date.                      The Status End Date is either e...
The Result – Translation IssuesLadies, leave your clothes here and spend the afternoon having a good time. (In a Rome laun...
Product Information Ecosystem                                    Marketing                                   & Pre-sales  ...
The Result – Translation Cost                                                                         25% reduction       ...
Effect on TM Reuse: example
The Bottom Line Part 2:                   Quality doesn’t cost – it pays!• Translatability/Readability  • High Quality con...
Getting Started…                 General Quality Management Principles•   Formal, documented Standards and processes•   Me...
Definition…                  Technical Information Quality• Key criteria:  • Compliant with relevant standards and guides ...
Pop Quiz!• Do you have Information Quality Standards?• Do you monitor, measure, and track conformance to these Standards?•...
Where to Start?         product data: 0.1 - 0.2         documentation design: 0.5                                         ...
acrolinx - the company• World leader in Information Quality Assurance (we invented it )• Spin-off from German Research Ce...
Some of our customers  Software      Life Sciences   Communications     Industrial     Technology   Adobe           Dräger...
The acrolinx Information Quality Suite
acrocheck Writer/Editor Interface    on-demand checking and guidance•   acrocheck toolbar•   Color-coded flags    (like sp...
acrocheck Information Quality Status                         Report - I  Settings and Result Overview     ▼show | hide    ...
acrocheck Content Quality Status                Report - IIResult - Spelling ▼show | hideWord                          Cou...
acrocheck Project Management Report                   metrics and reporting I• Summary  metrics for  entire project• Custo...
acrocheck Project Management Report                metrics and reporting II• Summary report  for each metric  category• Co...
Content Quality Management                A Real-World ExampleExcerpt from a Best Practices Presentation, 2006• Savings of...
Bottom LineInformation Quality improvement doesn’t cost …                  It PAYS!
The role of quality management• By defining and deploying (a.k.a. enforcing) standards:   • All information in the product...
Return on Investment• Reduced product liability risk   ‣ Certifiable and documented quality• Reduced support and maintenan...
Questions?            More Information:            www.acrolinx.com         US Contact: Kent Taylor    970.921.3700 | kent...
Intelligent Reuse (consistent wording)• What’s wrong with “fuzzy” reuse?   • ... Fuzzy matching is great for translation!•...
Reusing TMs with fuzzy matching• Writer types:   • WARNING: Switch power off only when the fan has stopped• a fuzzy matchi...
Writer support?
acrolinx IQ Intelligent Reuse™• Reuse for writers needs to:   • Maintain or improve quality      ✓All suggestions are vali...
Some examples
Overview• Who we are? acrolinx the company• What we do? Information Quality Management• The problem• The solution• The acr...
The future of documentation• The notion of “technical documentation” will start to disappear in the next 5-10  years• ... ...
The role of documentation• Merging of “in-product information” and “documentation”      • Konica-Minolta: product calls th...
Terminology Workflow
Best practice writing standards              Spelling                             Grammar                                “...
Reuse Workflow
Intelligent Reuse™                   Building your Reuse Repository                                                       ...
Raising your corporate IQ• best-practice writing standards• spelling & grammar• terminology• intelligent reuse (write once...
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Presented by Andrew Bredenkamp at Documentation and Training East,
October 29-November 1, 2008.

Do you have Standards for Information Quality? Do you monitor,
measure, and track conformance to your Information Quality Standards?
Are your Information Quality metrics collected consistently and
objectively? Are your Information Quality metrics collected
automatically on every information product that you deliver? Are your
Information Quality metrics presented in a meaningful, actionable
manner? Can you conclusively demonstrate Information Quality
improvements? Can you tie cost and time-to-market reductions directly
to Information Quality improvements?

If you answered yes to all of these questions, you are applying well-
known Quality Management principles to your Information development,
localization, and production processes. And you know that in addition
to quality improvements, you have generated substantial cost and time
savings. You also know that your company is among the elite minority
that knows their own IQ, and continually improves it.

The rest of you likely answered no to most of the questions, either
because you thought it was too hard, or too expensive, or too time
consuming. Or not possible at all

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  1. 1. It’s What’s Between the Tags that Counts Control Information Quality to reduce translation cost and time to marketAndrew Bredenkamp (standing in for Kent Taylor)CEO - acrolinx
  2. 2. Overview• Abbreviated History• The Result - Global Information Quality and Cost Issues• Quality Management Principles• Information Quality• Information Quality Management Tools• Q&A
  3. 3. The DriversTechnology• Analog → Digital• InternetPhilosophy• US only → Global• Collaborative Scheduling → Market-driven deadlines• Quality at any cost → Do more with less
  4. 4. What’s going on?• Independent writing groups g interconnected, distributed teams• Print g digital media (CD, Web, Help)• Unstructured authoring g structured authoring• Monolithic “documents” g topic-based writing (supporting reuse and repurposing)• feature-oriented g task-oriented• “Writing + Translation” g global information development (also on-demand)• “Product development + documentation” g coherent “user experience”
  5. 5. The Result: Process ChangeThe way it was …• Collect Source Material• Write Draft -> Edit Draft -> Review Draft• Write Final -> Edit Final -> Review/QA Final• Produce Master -> QA Master• Reproduce – QC (Statistical Sampling)• DistributeThe way it is …• Write -> Hit RETURN -> Global Distribution
  6. 6. And quality? What quality?• Paper or web style guides are not consistently used• Terminology is in the wrong place• Reuse is not granular enough• Risks and costs of quality are not appreciated• 5-10% of global content is under QA• 25-35% of content (including translation memory content) is redundant• Every new language costs ≈ 30% more than it needs to...• ... but that’s where the growth is!
  7. 7. So what can we do about it?• Manage Quality• Create content with quality built in. Information Quality Management consists of three key components: • Best practice writing standards (spelling, grammar, style) • Terminology (technology and branding) • Intelligent Reuse (consistent wording)
  8. 8. The Bottom Line Part 1: Doing more with less costs more!• We’ve effectively applied technology to increase volume and speed of information development, production, and distribution, but ...• Information Quality has suffered, and the costs associated with poor quality increase daily • Translations cost more than necessary, and may slow your globalization strategy • Non-native speakers have difficulty reading your English content, and are less likely buy your products • Misinterpretations of your content can lead to increased support costs, accidents, and/or litigation.• Every shortcut taken in authoring adds a corresponding cost - multiplied 5, 10, 15 … 30 times or more - in translation/localization.
  9. 9. The Results - ReadabilityCase Study:• In one 1,100,000-word software manual set: • 15% of words were simply not needed • “We suggest that you use…” > “Use” • Translation: $40,000 per language • Production: ~330 pages less (~$66) per copy (~ $66,000) • 30% of sentences were at a graduate-school reading level • 50% of sentences were at a college reading level or higher • 85% of sentences were at a high-school reading level or higher
  10. 10. What does this mean in practice?
  11. 11. Content reuse (how not to)http://office.microsoft.com/en-us/powerpoint/HA012303211033.aspx http://support.microsoft.com/kb/291875
  12. 12. ... and this:Please enter start date before or equal to the end date. The Status End Date is either earlier than the Start DatePlease enter a start date earlier than or the same as the end date. of the Assignment or later than its End Date. Please enter an end date that is later than the start date.Please enter an actual start date earlier than the actual end date. Date To must be later than or equal to Date From.The Start Date cannot exceed the End Date. The Date To must be later than the Date Received.The End Date cannot precede the Start Date. The actual end date must be on or after the actual start date.End Date must be later than Start Date. End date should be greater than start date.End date must be equal to or later than the start date. End Date cannot be before the Start Date.The end date must be later than or the same as the start date. The start date must be prior to the end date.End Time must be later than the Start Time. You entered a start date later than the end date.The valid grades end date must be later than or equal to its start date. Ending range must be later or the same as starting rangePlease enter an End Date that is later than or the same as the Start Date. Please enter a new start date later than the original end date.Competence end date has to be later than or equal to the start date. The ending date must be later than or the same as theThe start date cannot be later than the end date. beginning date.The appraisal end date must be later than or equal to appraisal start date. The date to has to be later than or equal to date from.The Effective start date cannot be later than the Effective end date. End Date must be greater than Start Date.Date from cannot be later than date to. You cannot enter an "End Date" that is before your "Start Date."The start date must be on or before the end date. End Date must be greater than or equal to Start Date.The Start Date cannot be after the End Date. Please enter a start date that is before the end date.Your end date must be after your start date. The end date you enter must be between the grades start andThe end date cannot be before the start date. end dates.Start date must be before end date. The start date you enter must be between the grades start andYour start date must be before your end date. end dates.Enter a Start 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 Result – Translation IssuesLadies, leave your clothes here and spend the afternoon having a good time. (In a Rome laundry)Please fasten seatbelt to prepare for crash. (Tokyo Taxi)Please do not feed the animals. If you have any suitable food, give it to the guard on duty. (at a Budapest zoo)Caution: Blade Extremely Sharp! Keep out of children. (Multipurpose Knife Instructions)Ladies are requested not to have children in the bar. (In a Norwegian cocktail lounge)Drop your trousers here for the best results. (Thai Dry Cleaner)
  14. 14. Product Information Ecosystem Marketing & Pre-sales Technical Documentation Market “In-product”Analysis Technical Information Specifications Regulatory Information Partner/OEM Information Support Knowledgebase Training FAQ Material
  15. 15. The Result – Translation Cost 25% reduction 13% reduction 15% reduction 46% 9% reduction 20% reduction 25% reduction© 2006 Comtech Services, Inc.
  16. 16. Effect on TM Reuse: example
  17. 17. The Bottom Line Part 2: Quality doesn’t cost – it pays!• Translatability/Readability • High Quality content costs up to 30% less to translate • Quality content is easier for non-native speakers to read• Call deferrals • Consistent terminology and style  better indexing  better search  better self-help  fewer calls• Product liability risk management • Certifiable quality  manageable risk• Internal process efficiencies and cost savings • Less rework • Less copy editing • Cleaner handoffs between process tasks • Less “friction”: fewer Writer/Editor/SME “debates”
  18. 18. Getting Started… General Quality Management Principles• Formal, documented Standards and processes• Metrics Driven • Real-time feedback to process participants (QA) • Test results/reports at process gates (QC)• Quality built-in from the beginning• Focus on continuous quality improvement
  19. 19. Definition… Technical Information Quality• Key criteria: • Compliant with relevant standards and guides • Correct (grammar and spelling) • Consistent (style, terminology) • Concise• Result: • Easier to read and understand • Easier , quicker, and less costly to translate
  20. 20. Pop Quiz!• Do you have Information Quality Standards?• Do you monitor, measure, and track conformance to these Standards?• Do you provide meaningful, actionable, real-time quality feedback to Writers and Editors?• Do you collect Quality metrics consistently and objectively?• Are Information Quality metrics collected on every information product you deliver?• Can you conclusively demonstrate Quality improvements?• Can you tie time and cost reductions directly to Information Quality improvements?• Is your CFO happy with current translation/localization costs?
  21. 21. Where to Start? product data: 0.1 - 0.2 documentation design: 0.5 Moving authoring: 1.0 quality management Savings editing: 2.0 upstream reduces costs ©J Schütz & R Nübel, IAI acceptance: 5.0 translation: 10.0 maintenance: 20.0 The unit cost of fixing term errorsat different points of the Content Supply Chain
  22. 22. acrolinx - the company• World leader in Information Quality Assurance (we invented it )• Spin-off from German Research Centre for Artificial Intelligence (DFKI)• Technology under development since 1997 (since 2002 as acrolinx)• Users in 25 countries, checking around millions words a month
  23. 23. Some of our customers Software Life Sciences Communications Industrial Technology Adobe Dräger AlcatelLucent DAF Bosch Autodesk GE Cisco HOMAG Embraer CA Medtronic Huawei John Deere KonicaMinolta EMC Siemens Motorola MAN Philips IBM SonyEricsson SEW EurodriveSAS Institute Siemens Leica Symantec GeoSystems
  24. 24. The acrolinx Information Quality Suite
  25. 25. acrocheck Writer/Editor Interface on-demand checking and guidance• acrocheck toolbar• Color-coded flags (like spell check on steroids!) an delay Style Terminology New term Spelling Grammar• Auto-fix• Suggestions and examples• New term harvesting and control
  26. 26. acrocheck Information Quality Status Report - I Settings and Result Overview ▼show | hide Status Results Spelling 2 Results Grammar 3 Results Style 18 Results Terminology 11 Results New Terms Administrative Information ▼show | hideUser Name kentLicense ID Acrolinx Internal / kent file://C:/Documents and Settings/Kent Taylor/MyFile Name Documents/Acrolinx/sampleDocs/Word/Topspin 360 Quick Start-Reuse.docRule Set DemoFile format application/wordDocument language EnglishChecking scope 618 word(s) / 77 sentence(s)Date and time of check Sat Sep 22 07:16:48 MDT 2007Version 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 SwitchesChecking status (score: 138)
  27. 27. acrocheck Content Quality Status Report - IIResult - Spelling ▼show | hideWord Count Suggestion Context One managment workstation, such as a PC runningmanagment 1 management terminal-emulation software chais chases chasmschasis 1 The chasis cable kit (included) chassis phasis PhasisResult - Grammar ▼show | hideSummarya_an_distinction 1avoid_duplicates 1wrong_sequence_of_words 1Detailsa_an_distinction Install a additional switch blade: → Install an additional switch blade:avoid_duplicates Tighten the screws to the on the left and right- Tighten the screws on the left and right-hand sides of → hand sides of the IB switch card. the IB switch card. Tighten the screws to the left and right-hand sides of the IB switch card.
  28. 28. acrocheck Project Management Report metrics and reporting I• Summary metrics for entire project• Customer definable scores, weightings and thresholds• Overall scores can be used to optimize workflow
  29. 29. acrocheck Project Management Report metrics and reporting II• Summary report for each metric category• Color-coded status indicators• XML or Database storage• Active links to individual reports and document files
  30. 30. Content Quality Management A Real-World ExampleExcerpt from a Best Practices Presentation, 2006• Savings of as much as $1M in a year so far• Projected savings of $3M per year for the next 5 years• Translation costs for MT projects cut by 50%• Time to market for MT projects cut by 50%• 40% reuse of content• 75% reuse for localization
  31. 31. Bottom LineInformation Quality improvement doesn’t cost … It PAYS!
  32. 32. The role of quality management• By defining and deploying (a.k.a. enforcing) standards: • All information in the product works together (coherent product information) • The customer knows what you do (consistent branding) • Costs of going to (new) markets is manageable (reduced localization costs)
  33. 33. Return on Investment• Reduced product liability risk ‣ Certifiable and documented quality• Reduced support and maintenance costs ‣ Coherent after-sales information• Reduced costs of entering new markets ‣ Translation costs reduced by 20-30%
  34. 34. 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
  35. 35. Intelligent Reuse (consistent wording)• What’s wrong with “fuzzy” reuse? • ... Fuzzy matching is great for translation!• Fuzzy matching for authors doesn’t work because writing is not translation:• Translation memory-based solutions: • Cannot present focussed suggestions to users • Does nothing for quality • Does not reduce redundancy
  36. 36. Reusing TMs with fuzzy matching• Writer types: • WARNING: Switch power off only when the fan has stopped• a fuzzy matching will offer: • WARNING: Switch power on only when the fan has stopped • WARNING: Switch power off before the fan has stopped• but will not find: • WARNING: Disconnect power only when the fan has stopped • WARNING: Never switch the power off until the fan has stopped • WARNING: Do not power down until the fan has stopped • WARNING: You must wait until the fan has completely stopped before switching off the power
  37. 37. Writer support?
  38. 38. acrolinx IQ Intelligent Reuse™• Reuse for writers needs to: • Maintain or improve quality ✓All suggestions are validated (and reliable for non-native speakers) • Bring no significant overhead: ✓Typically there is only one suggestion • Really reduce redundancy: ✓Linguistic search algorithms offer high precision• No more overhead than spell checking
  39. 39. Some examples
  40. 40. Overview• Who we are? acrolinx the company• What we do? Information Quality Management• The problem• The solution• The acrolinx Advantage• Return on Investment• Demos
  41. 41. The future of documentation• The notion of “technical documentation” will start to disappear in the next 5-10 years• ... to be replaced by “(product) information development”• The notion of “source language” and “target language” will continue to erode• Information development will increasingly become part of product development
  42. 42. The role of documentation• Merging of “in-product information” and “documentation” • Konica-Minolta: product calls the service engineer before it needs maintenance • John Deere: combine harvester with 15 servers, internet access, GPS controlled • Siemens Medical: Synchronized console and maintenance information • ... all products are becoming like software (actually they were all along)
  43. 43. Terminology Workflow
  44. 44. Best practice writing standards Spelling Grammar “Style”Server-based for lower Custom-built component for Off the shelf writing standardsmaintenance of custom dictionaries technical writers.Integrated with terminology TÜV Certified Support for non-native authorsmanagement ASD STE CompliantSpecifically designed for technical Can be easily adapted for specific Different standards can be set forinformation (only shows genuine applications (UI messages) different types of informationspelling errors) Integrated with other checking Easily and quickly customizable toHighly customizable components meet customer needs
  45. 45. Reuse Workflow
  46. 46. Intelligent Reuse™ Building your Reuse Repository acrolinx IQ Server Terminology Writing Standards Intelligent Grammar Reuse & Spelling Content / Translation Reuse repository Repository Clustersmicro-clustering the cat sat on the mat The dog sat on the rug the cat sat on the carpet The elk sat on the moss The cat slept on the sofa The moose sat on the elk review and release the cat sat on the mat this is a sentence you can’t read Fish swam in the blue water The fish swam in the green water The fish swam in the red sea. the cat sat on the mat Another small test snippet the cat sat on the mat redundancy and quality This is the same as the other one. the cat sat on the malt The cat ate on the mat the cat sat on the doormat the cat sat on the mat filters the cat sat on the mat. the cat sat on the mat The cat sat on the mat More useless data points the cat sat on the mat
  47. 47. Raising your corporate IQ• best-practice writing standards• spelling & grammar• terminology• intelligent reuse (write once, use many times)• coming soon... • Smart indexing assistant (the secret problem) • “Markup Checker” (for example: UI strings) • Link checker • Translation QA

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