Architecting Your Global Digital Experience House - Nicole Uhlig and Derek Patrick at SDL Connect 16
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Nicole Uhlig, Business Unit Director at SDL and Derek Patrick, VP Business Consulting at SDL present at SDL Connect, Palo Alto, November 2016,
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Architecting Your Global Digital Experience House - Nicole Uhlig and Derek Patrick at SDL Connect 16
- 1. Digital Experience: Localization Best Practices 11/17/2016 Derek Patrick & Nicole Uhlig
- 3. Why go global? More than half of consumers are willing to pay more if you give them information in their own language. 72% of consumers spend most of their time on websites in their own language. 56% of consumers said that the ability to obtain information in their own language is more important than price.
- 4. Challenges for the global marketer • Content is decentralized and requires hands-on process management • Omni-channel strategies require additional skillsets to create & build assets (web pages, images, email templates, video) • More languages means increasing operational workload for pre-launch, go-live and post-launch maintenance • Working with limited budgets while extending presence to foreign markets
- 5. Email Campaigns Multilingual Chat User Generated Content Website Social Media Search Collateral VideoMobile & Apps Software Global marketing content landscape
- 6. How many languages should you support? *Source: Assessing the World’s Most Prominent Websites, Common Sense Advisory The average number of languages supported by commercial websites continues to increase There is a correlation between the number of languages supported and financial performance* – More content relates to more revenue – More content correlates to higher profits – Increased translation spend also correlates to higher revenue
- 7. Which languages matter the most? 90% It takes: 13+Languages 90% Global Online Economic Opportunity To Address English1 Japanese2 German3 Spanish4 French5 Chinese6 Italian7 Portuguese8 Dutch9 Korean10 Arabic11 Russian12 Swedish13
- 9. Global content operating model Centralization: Shared Services Model Translation Management System Global Brand Governance Shared Services ensures an internal center of excellence and best practices within an organization, guiding process Visibility of overall spend enables better management, smarter more strategic spend, ROI tracking Standardizing process workflow guarantees better results across the board, consistent turnaround Proper asset reuse (translation memory, terminology) guarantees dramatically lower costs, faster turnaround/time to market, consistent quality More consistent branding, better customer experience, protecting brand equity Advantages:
- 10. Global brand governance Purpose Scope Responsibility Considerations References 1 2 3 4 5 “It’s is not what you say, but how you say it.” o Protecting your brand voice is vital to your success o Anchored in the source- language copy o It affects how your message translates into the various markets & media Web Site(s) Social Media Packaging Emails Define guidelines for the style and tone o One Global Voice? o Different voices for different target markets? Should involve input from individuals o Corporate marketing o Regional stakeholders o Feedback from in- country end users? Target audience for each market should be defined o Vary message based on demographics o Informal vs. formal language Core Company Values Mission Statement Social Media Guidelines Campaign Briefs Editorial Guidelines
- 11. Style Guide … establishes standards for writing and designing documents that describes writing conventions, from spelling, punctuation and word use, to structural and formatting issues Getting Started o Mission statement o Social media guidelines o Campaign briefs o Editorial guidelines o Tone of voice Terminology … enables access and integration with enterprise content and data from various sources, including content management systems Getting Started o SEO keyword list o Taglines o Trademarks o Company values Translation Memory Getting Started … stores "segments", which can be sentences, paragraphs or sentence-like units (headings, titles or elements in a list) that have previously been translated, in order to aid human translators o English and translated versions of the same document Language assets
- 12. To transcreate or not to transcreate, that is the question… Transcreation “… is the process by which new content is developed or adapted for a given target audience.” Bilingual Copywriter(s) Concept or paragraph-based translation with or without TM Paid by the hour 800 to 1,200 words per day Translation “…is the communication of the meaning of a source-language text by means of an equivalent target-language text.” Translator Sentence-based translation with TM Paid by the word count 1,500 to 2,000 words per days Informative, factual (Product descriptions, marketing campaigns) Motivational, inspirational (Tag lines or highly targeted content)
- 13. Translation Transcreation O mundo à sua porta O mundo espera “The World Awaits”
- 14. 1. Numbers, colors, and animals 2. Dates and seasons 3. Colloquial expressions 4. Maps, flags 5. Cultural references 6. Social norms Developing content for a global audience “Not going that way!”
- 15. Internationalized content Every culture has an inherent set of rules about what is and isn't acceptable in their society. These rules are important when choosing your images, when filming your video or making other important design decisions about your course. Cultural Considerations US: Wisdom Kenya & Saudi Arabia: Bad luck, ill health, or death India: Stupidity North America: 7 is lucky; 13 is unlucky Asia: 8 is lucky; 4 is unlucky Hong Kong: 7 has a sexual connotation Western Europe: Insecurity America: Distrust Japan/Korea/China: Respect Lack of direct America: Love, Action, Danger Asia: Happiness and Luck Africa: Death, Mourning RED OWL 7342156978421 0031246597853 1461204975129 8375938295621 8486791469719 281938573210
- 16. Right method for the content type
- 17. Translation options ○ Machine Translation can be highly useful for localizing large volumes of content. ○ Human translation delivers the best overall quality and is strongly recommended for strategic & highly visible content. ○ Machine Translation with Post-Editing may provide significant time and cost savings without sacrificing quality.
- 18. GLOBAL WEBSITES
- 19. 2016 Best Global Websites 1 Google 14 BMW 2 Facebook 15 3M 3 Wikipedia 16 Hitachi 4 Hotels.com 17 Starbucks 5 NIVEA 18 Nike 6 Booking.com 19 Samsung 7 Nestlé 20 Cisco Systems 8 Pampers 21 Nikon 9 Adobe 22 TNT 10 Intel 23 Philips 11 Twitter 24 Autodesk 12 Microsoft 25 ABB 13 American Express Copyright 2016 Byte Level Research
- 20. Benchmark against leaders • How are your key competitors doing it? • How are Google and Facebook doing it? – Google and Facebook are raising the customer experience bar for all online engagements in every industry
- 21. Information architecture Use global templates Determine what information is global and what is local Will sites be localized by language or by country?
- 22. Internationalized design Translatable URLs, Titles, Meta descriptions, H1, alt.Ensure Unicode encoding & font Unicode Allow auto-resize of text boxes and content frames Auto-size frames Use alt attribute for additional text Separated text from graphics Avoid Flash, use HTML 5 where practical HTML 5 SEO friendly
- 23. Web CMS platform Design appropriate QA processes for your site’s functionality Ensure your web platform is internationalized and translation-ready Pick a WCMS that supports the functionality you need today, and in the future! WCMS should have translation features, but not a closed-system translation approach How does the system manage the relationship between source and target languages? If you use a TMS, you should consider direct integration with WCMS Frequently there are other systems to consider as well Carry out in-country review within the TMS if possible
- 24. Some other notable trends… ○ Effective SEO/SEM requires a sophisticated approach ○ Modern websites go beyond static information display and host numerous functional and dynamic elements ○ Video content is powerful and is becoming ubiquitous ○ Top performing websites fully incorporate social channels ○ Mobile accessibility is a must!
- 25. Centralized translation management TMS TM Glossary Agency Agency Agency Agency Increased content reuse through central translation memory Consistent use of terminology Consistent processes Decreased time-to-market Centralized reporting Reduced overhead by utilizing single platform Reduced learning curve by training users on one single platform
- 27. Search Engines across the globe
- 28. SEO best practices • Share your English Keyword list with your Language Service Provider • Allocate time for keyword research and validation before the actual translation of your web content • Use <hreflang> tags to help search engines languages index you sites • Integrate a multilingual XML sitemap • Allow users to navigate using a user-friendly & clearly visible Language Selector
- 29. Video marketing Source: “Press Play: Quick Introduction to Video Localization” by Rebecca Ray Common Sense Advisory, Inc., August 2014 YouTube.com ○ Over 1 billion unique visitors per month ○ More than 80% of its traffic now comes from outside the United States Beyond YouTube.com ○ Brazil: UOL, Vimeo, YouTube ○ China: iQiyi, PPS, Youku Tudou ○ India: Storypick, Upworthy, YouTube ○ Turkey: Dailymotion, Vimeo, YouTube ○ Russia: RuTube, YouTube
- 30. Video best practices • Create content with international references that appeal to a global audience • Consider using voice-over while limiting the use of on-screen speakers • Obtain, preserve and re-use audio narration scripts • Limit text appearing in the bottom third of the frame • Receive and share audio assets as separate tracks i.e. 1-narration, 2-sound effects, 3-music
- 31. Mobile strategy Internet access by mobile phone is more common than via PC in many countries Ensure your platform supports mobile display formatting App localization may need to be incorporated into your strategy Apps can be inexpensive to localize - you may want to support more languages there than on the website
- 32. Mobile app best practices • Avoid concatenating strings when coding your content • Perform a pseudo-translation cycle prior to translating your app to identify any missing content • Perform linguistic & functional testing on mobile platforms for each of the target languages
- 33. HOW CAN SDL HELP?
- 34. For more information 34 • Speak to your SDL Account Manager or Salesperson • See Derek or Nicole at the Language Services demo booth
- 36. Copyright © 2008-2017 SDL plc. All rights reserved. All company names, brand names, trademarks, service marks, images and logos are the property of their respective owners. This presentation and its content are SDL confidential unless otherwise specified, and may not be copied, used or distributed except as authorised by SDL. Software and Services for Human Understanding
Notes de l'éditeur
- Personalization is a major component in most leading firms marketing strategies NOTHING IS MORE PERSONAL THAN LANGUAGE But global marketing strategies are extremely complex by their very nature How can you simplify that complexity without undermining your effectiveness?
- 72% of consumers spend most of their time on websites in their own language 56% of consumers say having information in their language is more important than price MORE THAN HALF OF CONSUMERS WILL PAY MORE FOR PRODUCTS AND SERVICES DELIVERED IN THEIR NATIVE LANGUAGE
- Increasing globalization, engaged and empowered customers, explosion of customer touch-points Decentralized processes, including partners and external agencies Omni-channel is powerful but is a complexity multiplier Languages again multiply complexity Pressures to do things faster, better, and cheaper
- Website Social media: Facebook, Twitter, LinkedIn, YouTube Collateral: Sales sheets, white papers, POS materials Search: SEO and SEM Video: Website, YouTube, other Mobile & Apps: Responsive or adaptive design, apps Software: eCommerce, booking/inventory management Multilingual Chat: eCommerce support, tech support User Generated Content: Reviews, customer engagement Email Campaigns: Proactive marketing, targeted response, loyalty programs
- The average number of languages supported by top websites continues to increase. The average across the top 100 websites is now over 30 languages. And, there’s a strong correlation that supporting more languages leads to: Higher revenues Greater profits Higher market cap
- When assessing foreign language support, you don’t just want to look at how many native speakers there are for each language. You want to identify languages, and markets, that « punch above their weight » in terms of economic buying power. Interestingly, it only takes 13 languages to address 90% of the online “economic opportunity”. In the end, you still want to determine your target languages based on which markets make most sense for your products and services. That said, if you are just starting to do a market assessment, you should probably consider these languages first.
- THREE PILLARS OF A GLOBAL CONTENT OPERATING MODEL Shared services model Translation management technology Global brand governance ADVANTAGES: Internal center of excellence and best practices Easier spend tracking in order to assess ROI, enabling smarter and more strategic decisions in relation to spend Better process control, reducing risks and producing more consistent results Better management of global linguistic assets – TMs and terminology – reducing costs and timelines while producing more consistent quality Better brand governance and improved customer experience – which protects your brand equity
- First, what is the purpose of Global Brand Governance? Second, define guidelines for your brand presentation. Is it the same across all geo-markets? Third, determine who holds responsibility for defining and evolving your brand. Fourth, think about your target audience. Do you vary your brand voice based on product lines? Lastly, consider what reference materials support your global brand voice: Company mission statement Core company values Editorial guidelines Social media engagement guidelines Campaign briefs etc
- The first question you’ll be asked when reaching out to a language service provider is: “Do you have linguistic assets?” What they are talking about is: Style Guides, Terminology (or Glossaries), and Translation Memories. A Style Guide is a Word or PDF document which contains your writing conventions and brand guidelines. If you have that, it will be helpful to understand the style and tone you use when creating your content. If you don’t, your Language Service Provider can actually create this for you and adapt it for each market. What can be useful to them is: Mission Statement, Social Media guidelines, Campaign briefs and descriptions of your personas. A Glossary is a list of important terms for your brand. You’ll want to share your taglines, trademarks, but you can also share SEO keyword list and company values. Although the terms may need to be translated for each market, making them available early in the process ensures that translations can be aligned with your brand voice. As for a Translation Memory, you’ll only have this if you’ve worked with a translation agency in the past. This is more or less a databse of previously translated content. Now if you’ve done internal translations which you feel good about the overall style and tone, you can always share that with you translation agency so that they can align the content and use that as a baseline for translation.
- You may have heard the term “Transcreation” already, so let’s look at how that differentiates from translation. Translation is the rendering of language into an equivalent message in a new language Transcreation is adapting a concept for a new market. The processes are different in many ways, but what’s important to keep in mind is that both should be of high and equal quality. They simply address different needs. Translation is perfectly suited for informative and factual content. You’ll be working with expert translators who will be using translation memories to make sure their translations are consistent with previously translated content. The throughput is between 1,500 to 2,000 words per day for a translator and you’ll be paying for these services based on a per word rate. Transcreation on the other hand is less about consistency and more about creating motivational and inspirational content. TMs can be used, but you are not focused on re-using past translations, but rather creating fresh new content. The throughput it therefore much lower, between 800 – 1,200 words per day and you’ll be paying per hour. ++++++ Q&A ++++++ Yes, transcreation can be the way to go. That being said, translations can actually be accurate, but transcreation can make it more relevant. Here’s an example.
- If you start with the tagline: “The World Awaits”… forgive my Portuguese, but the translation would be “O mundo espera”. The transcreated copy could read as “O mundo à sua porta”, which means ”The world at your door”. Both are accurate.
- As you may have already heard, cows are sacred in India, white and the number 4 can have a death connotation in Asia. Your goal when writing content should not be to create Vanilla content, it still needs to be engaging. You can though create great content while avoiding: Local expressions: Hitting it out of the ballpark When you are structuring your content on your website, you should avoid using flags to outline. Your French content could potentially address your audience in France as well as in Quebec. You want to make sure your marketing team is savvy and understands the global impact of the content they are creating. The more aware you are of these best practices, the smoother and faster (and cost effective) the process will be.
- Talk Track Speaker: Jeffrey Unicode encoding ensures that all characters will display correctly for all languages Your on-page translatable content should include URLs, titles, meta description and all other SEO friendly elements You’ll want to utilize auto-resizable text boxes to accomodate text expansion HTML 5 should be prioritized, especially if you are sharing video content. Avoid using Flash-based FLV files. Same logic as for your collateral, you’ll want to avoid images with content ++++++ Q&A ++++++ Word is probably your last resort. If you are using a CMS, you’ll want to make sure it can support multilingual content. You can actually setup connectors to ease the file sharing between you and your translation provider, where XML files will be shared. If you aren’t using a CMS, then you can directly share your HTML files. This ensures that all the on and off page content is translated and it ensures tagging is respected. Word can become messy and error-prone. It possible, but when you need to copy/paste Chinese content into code, it can lead to a headache.
- WCMS should be internationalized and translation-ready Think not just about current functionality needs, but also what you need in the future WCMS should be translation-enabled, but shouldn’t try to encompass translation directly Check how the linkage between source and target languages is managed Consider direct integration with TMS Other systems to consider? PIM, ecommerce, inventory management, etc Look at your options for in-country review (in WCMS, or in TMS) Appropriate QA for the site’s functionality
- Functional and dynamic elements: personalization, ecommerce, loyalty programs Video content is some of the most compelling and engaging content on the web Incorporation of social channels Mobile: responsive is good, adaptive is better SEO and SEM are complex when localizing, you need a plan to ensure effectiveness
- Your translation agency should work with you to adapt your strategy so it reflects in-market search habits. For example, if you are translating content into Chinese, Russian or Korean, they’ll actually use specific search engines popular in those specific markets to perform their keyword research.
- To share your English Keyword list with your Language Service Provider. As we mentioned earlier, this can be helpful for establishing terminology, but it also makes them aware of the important terms used within the copy You’ll want to also allocate sufficient time to perform keyword research before the actual translation of the web content begins. A typical translator can translate 250 words per hour or 2,000 words per day. When working with keywords, you actually need to: brainstorm on variations of a given term identifying synonyms researching the terms via keyword tools such as Keyword Planner defining the proposed primary and alternative keywords These steps will require more effort and time – productivity is anywhere between 4-6 keywords per hour, so you will want to allocate time to get this done right ahead of the translation process. This is a recommendation you can discuss with your web dev team, but using the HREFLANG tags to define the on-page language can improve the indexing of your web content. Especially if you plan on customizing content in a language across multiple markets, for example, English-language content targeted to the US, UK, and Ireland. Make sure you have your XML sitemap translated. From a design perspective, when developing a multilingual site, you’ll want to have an easily accessible and visible language selector. It creates a much better customer experience when the user can navigate between the different language options.
- Moving along to video marketing, YouTube is certainly the most accessible video portal out there with over 1 billon unique visitors per month and traffic from across the globe. But it’s not necessarily the primary portal in all markets so you’ll want to consider alternative channels as part of your global video strategy.
- At a high-level, just keep in mind that mobile content and mobile apps can be really unexpensive to localize and you can leverage a lot of content, which comes from your other channels.