4 Winning Moves When Tackling Complex Translation Projects

A few months ago we received a call from a major banking institution. They didn’t tell us much over the phone, other than that they needed to translate a lot of content in a short space of time. In addition, they were inclined to choose a translation tool that allowed installation on their servers to maintain the highest level of security.

The project has not yet begun, but analysing their requirements really helped us discern exactly what kind of long-term contribution we would be able to make, and to reflect on how we can address a situation like this one.

At the same time, the solution we came up with might prove useful for other companies who find themselves facing the same challenges. In fact, at the outset the client needed a technological system and related procedures to translate a large amount of words into different languages in a short time, which, however, also had to be suitable for rapidly handling continuous orders later on.

Analysing and studying the situation

Our interlocutor had found our white paper on translation proxies, so he asked us for a technical bid to assess the feasibility of translating one of the bank’s B2C sites using this technology.

So, first of all, I asked him a few questions in order to understand the scope of the project and assess whether using a proxy would be the best option. Anyone facing a complex translation project like this one should also ask these questions before taking the first steps, as the answers are essential to choosing the right strategy:

• What technology underlies the site to be translated? Is this a third-party framework/platform, or has it been developed from the ground up?
• What kind of website is it?
• In what languages is translation required?
• Is it possible to get an estimate of the initial volume of work, and of how often it will need updating?
• When is the translation needed by?
• What is your budget?
• If the solution cannot be installed on an in-house server, what kind of certifications must it have to meet the company’s security standards?

Ultimately, this client was looking for a solution for translating the content of several websites and personal online banking apps developed on different technologies, both legacy and newer, into four different European languages.

They did not give us an estimate, but in total it was a very high volume of words to be translated in a short time, and with an SLA (Service Level Agreement) of hours, once brought up to speed. Also, due to the sensitive nature of the content, they preferred an in-house solution rather than SaaS (Software as a Service).

A tailor-made proposal

After analyzing the data obtained, we highlighted the most important aspects from the customer’s point of view: an ideal solution would need to guarantee monitoring of the project, the robustness of the technology, the reliability of the human team and, above all, the quality of the end user experience.

We then used this to develop a strategy based on four key actions.

1. Assigning a designated translation manager

First of all, we advised the client to appoint or hire an in-house translation project manager. There are many names for this role: localization manager, language project manager, translation lead... but here, we’re talking about the person who is responsible for all the content published in other languages.

To manage a project of this size, you need a person who knows the company’s internal processes and is responsible for overseeing the entire process once it’s underway.

If someone from the company applies for this role, we can work with that. Otherwise, we could manage the entire selection process ourselves, from writing the job description and conducting interviews to the initial training of the chosen person.

2. Choosing technology that is flexible, yet safe

From a technical perspective, Qabiria has no technology of its own to offer, but providing support for choosing the best technological partner is our speciality. There is a huge selection out there, and translation proxies are not the only option. Ultimately, what they needed most was a translation management system (TMS) capable of interpreting the formats and the programming code and separating them from the apps’ textual content.

On the other hand, as I pointed out, the fact that they wanted to install the program on their own servers would involve more work. This is because, from a certain point of view, the various "traditional" software options (SDL Trados, Star Transit, Déjà-Vu) tend to be a bit cumbersome and complicated if you do not have experience with them.

However, there are other web-based tools capable of really speeding up the process, but only rarely can they be installed in-house. Here is a list of possible solutions:

• Weblate - Considerably powerful, compatible with many formats.
• Serge.io - This is a very interesting tool, as it allows the code side to be separated from the translation side, and worked on independently from the translation software used (meaning the translation provider won’t have access to the source code).
• Mojito - A lighter, but slightly more complex solution: it lacks a user interface and requires a command line.
• OpenTM2 - Developed with support from IBM, though abandoned a few years ago.
• SWeTE - One of the few installable translation proxies, but in this case too, development stopped 6 years ago while still in a very early phase. This could be used as a base on which to develop proprietary software.

Among the few fully web-based systems, I will highlight:

• Smartling - Our customer for over 10 years, very reliable, guaranteed technology and safety.
• Crowdin - Very complete tool, with advanced team management.
• Transifex - One of the best developed tools, well-consolidated on the market.

Qabiria’s role in this area consists of keeping in contact with these providers and offering assistance for choosing a technology that fits the client’s instructions. At the same time, we would also write technical specifications for any changes to the original program, according to the specific demands of the project.

If, for example, the file format used is not supported by the chosen tool, we work as consultants to the development of the filters/connectors needed. Also, in the event that the final solution consists of multiple tools, e.g. Serge.io combined with another translation program, we make sure the whole process runs smoothly.

3. Finding and training human resources

The next thing the service needed was to source a team of linguists to do the translation itself. We usually choose our own contacts over new providers, but in any case, this step usually involves a translation test and a video call interview. The selected translators are also introduced to the programs and guided through the “get acquainted” period.

At this point, the only thing left to do is fix translation rates by word, based on the various target languages and any other factors to be considered in the following phases. In any case, we would be the ones to centralise all contact with the translators, by managing the assignment as a whole, including word count, task allocation, invoicing and project supervision.

4. Drawing up procedures and style guides

Finally, we offered to write workflow procedures for the all the steps involved. For a project like this, simply defining the translation and editing processes is not enough. It demands as well to develop a precise methodology for app testing, bug reporting, tracking and resolution, translation memories and terminology databases maintenance, etc.

As regards the linguistic side, on the other hand, translators will need style guides for each target language. These should contain a detailed description of spelling and typography conventions, tone of voice, FAQs, etc., and are highly recommended as a way of ensuring an optimal user experience through consistency and text cohesion.

Translation proxies: a viable solution?

In conclusion, even though we haven’t yet begun to actually work together, this was a good “exercise” for reflecting on how we would approach challenges like this. The answer is that we can leverage our knowledge and experience, applying localisation best practices to optimise workflow, and set up a powerful and functional system.

Our proposal consisted of two main phases: choosing key human and technological resources on the one hand, and writing technical specifications, guidelines, procedures and style guides on the other. We don’t know if translation proxies will ultimately be the most appropriate solution for this specific project. It is a good candidate, but it should be compared to other options, weighing up all the factors involved.