LOCALIZATION October/November 2012 CORE FOCUS
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LOCALIZATION October/November 2012 CORE FOCUS ® Localization: The global pyramid capston ® The growing market of global information consumers ® Localization for the long tail: Part 1 ® Adobe flash creation & Localization (tentative Title) Core Focus Localization: The global pyramid capstone Richard Sikes Several years ago, I was called by a recruiter So, as one of my first tasks in my new job, I set about contact- to interview for a job with a major Canadian ing the Japanese office to find out what was wrong with the product. After a relatively short delay, they responded with a list manufacturer of airplane components. It seems of 1,600 issues! I found this to be somewhat overwhelming, so Sthat the hiring manager had spotted the keyword I tried to focus in on prioritization. Due to some factors outside globalization in my online résumé, and because the scope of this article, the prioritization effort took some time, the company was embarking on a globalization so the next actual event in the saga turned out to be a visit from two representatives from the Japanese office to our headquarters. initiative, he thought I might be an ideal candi- After we had gotten acquainted, they asked, “The document date for the position. I went to the interview. set for this product consists of 24 manuals, correct?” “Yes,” I replied. “And you have localized five of the 24 books?” “Yes,” In short order, we determined that in their corporate uni- I again replied, “in order to keep costs contained, our product verse, globalization meant imprinting the stamp of how things management group decided that we would localize only those were done in the mother ship organization on all associated five.” “And the Reference Manual is not included in the five?” organizations around the world. I quickly explained that in my they asked. “Correct!” I confirmed. “Why not?” they asked. “The international software development and marketing universe, Reference Manual is the only one that we want in Japanese!” globalization meant reaching out to understand what users It was immediately apparent to me that our product manage- in cultures other than my own desired and then to evangelize ment team had made a decision that was based on insufficient incorporating those attributes in products destined for those due diligence. While the decision to localize the five manuals may markets. Needless to say, it was a short interview! have been appropriate for some target locales, it most certainly The attitude displayed by the hiring company may be use- was not for Japan. In fact, the result was a double whammy. Not ful in some situations, but to me, it embodied much of what only was dissatisfaction created, but a substantial sum of money has given globalization a bad name. It also pointed to another was wasted translating unwanted manuals. As it turned out, the issue that I have observed closer to home: even in our relatively missing manual was the one and only issue of importance; the knowledgeable and harmonious world of software localization, remaining 1,599 identified deficiencies could have been lived substantial discrepancies exist in what industry participants with, for one release anyway, if only the desired manual had understand about how globalization differs from internation- been translated. alization, and how both of these two differ from localization This anecdote illustrates my point that globalization must, to (Figure 1). some extent at least, involve a degree of investigation into what foreign markets require and, conversely, that international prod- Globalization uct development without globalization at its foundation is a recipe My definition of globalization stems from an experience I had while serving as director of globalization for a large soft- Richard Sikes has been immersed in technical ware company. When I took the job, one of the first things I translation and localization for over 25 years. He was told was that Japan was a problem. Exactly why it was a has worked on the supplier and the buyer side of the problem was not clear to the hiring manager, since the company industry, and is known as an author, speaker and had recently completed a localization of the flagship product at mentor. He holds three academic degrees: a BA in great expense, and shouldn’t the office be pleased? fine arts, Diplom Betriebswirt (FH) and an MBA. www.multilingual.com October/November 2012 MultiLingual | 43 43-48 Sikes/CFshowcase #131.indd 43 9/20/12 11:03 AM Core Focus LOCALIZATION Visible cost LOCALIZATION Adapting software and accompanying materials to suit target-market locales generation (Adaptation/translation) GLOBALIZATION GLOBALIZATION Expansion of marketing strategies to address regional requirements of all kinds (Localization enablement) Invisible cost INTERNATIONALIZATION generation INTERNATIONALIZATION Engineering a product to enable efficient adaptation to local requirements (Business decisions) Figure 1 (left): The global pyramid. Figure 2 (right): The cost of localization increases if internatioinalization and globalization have not been done properly. for failure. For this reason, globalization Creating a business case for product nies are represented by offices located builds the bottommost and widest tier investment requires additional layers abroad. These offices are valuable sources in the pyramid that is the mental model of support in the finance or accounting of information but, all too often, the described in this article. But globalization departments. It has always amazed me to information flow is in one direction only does not only consist of offshore market learn how many companies do not track — from headquarters to the field. This research. Rather, it should be considered their revenues with sufficient interna- is counterproductive. In a world where more closely synonymous with overall tional granularity to know whether the information is power, the globalization- corporate investment strategy. By this, I criteria set out in business case justifica- oriented company cultivates a culture of mean investment strategy in the widest tions are actually met. In my experience, ongoing and extensive liaisoning with sense of the concept — not only invest- it is sadly typical that companies do not resources all over the world, intelligently ment in the financial sense, but the effort know how much revenue can be attrib- leveraging information gleaned from that that employees invest in everything they uted to localized products. At best, they interaction by folding it into up-front do. Globalization should be considered a may know how much revenue comes product planning. mindset as much as a task set. from products sold in certain regions, but The choice of representation in foreign I once was asked to prepare a con- there is no distinction between English markets is also very much a part of glo- sulting proposal to evaluate localization and localized products sold. This simply is balization. There are many options; chan- processes for a well-known and success- not tracked, nor is there any infrastructure nel strategy is a long-term decision with ful company in the telecom space. My for tracking or mining such vital data. many implications. One company that I proposal was not accepted at the time, Most companies either “fly blind” based know of has blithely opened and closed however, because the company decided on imperfect, unverified assumptions, or offices in Japan multiple times based on to purchase a content management sys- they employ the “localize for whomever short-term results, apparently unaware tem (CMS) for its English content prior screams the loudest” method of decision- that each vacillation in policy further to exploring its localization practices. It making. This is partly an offshoot of the undermined their credibility with local never occurred to management that han- practice of sales personnel being compen- partners. While companies presumably dling localized content and adapting to sated by revenue rather than profitability, never enter markets with the intention of localization workflows might be a critical and it may be considered an unnecessary failing, they frequently do fail to proac- factor in its choice of CMS, and thus glo- burden during periods of robust business tively consider an exit strategy in their balization was not in the forefront of the growth. However, in leaner times such as up-front planning. Even this pessimistic, decision-makers’ minds as the company we have as of this writing, it is a short- risk-oriented activity belongs to due dili- considered this investment. sighted policy. gence activities of globalization. Based on the notion that globaliza- An additional attribute of the glo- tion is a mindset, international market balization mindset is the conceptual Internationalization research is only one piece in a much treatment of English product offerings Internationalization, the act of mak- larger mosaic and should not be carried as a subset of a generic, locale-neutral ing a company’s products localizable, is out in isolation or “thrown over the wall” product. This is a tough mental leap for sometimes called localization engineer- to another department, as is sometimes most North Americans to make, although ing. This latter term is unsatisfactory done with program code. Quite to the there is hope on the horizon. The growing for several reasons, most prominently contrary, regional market considerations influence of the Hispanic population, for because it implies that the task set is should be treated as an integral part of example, has caused numerous US-based different than core development and, by marketing plans created by a central- businesses to consider Spanish as a lan- extension, done by different people and, ized marketing organization. Target guage with an importance and personal- perhaps, at a different time. But it is also locales should be grouped in tiers based ity of its own approaching that of English. not broad enough. Internationalization on quantitative analysis, and a business This, by definition, requires a whole new need not only refer exclusively to cod- case mentality must prevail, especially in level of awareness on the part of strategic ing practices as localization engineering the case of emerging markets.