Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts

Sep 17, 2023

Say something, I'm using memoQ!


It's a reasonable approximation of reality to say that no good deed goes unpunished, and that can certainly be said for the team of software artists formerly known as Kilgray. The groundlings have little idea of how very concerned the machine is to deliver the right god in communion for our times. No sausage from the golden Trados calf, no. no. The right Phrase is everything, and to delve the source of Memory for this revelation is Our Life's Work.

The ways of the Great CAT who art in Hungary are a mystery, and those lacking Faith are taken aback at a lack of transparency. But I, faithful in my productivity pilgrimage, brought my offering to the High Priest in the temple. 

It was the Time of Offerings, of intelligence sacrificed to artificialities, offerings burnt before an MT God. Ours is a Merciful One, and yea though I walk slowly, very slowly through the Valley of Technical Debt I fear no loss of data, for I am not a user of Trados nor of Wordfast. In Orange Ecstasy I linger, savoring the gentle crush of bugs between my gnashing teeth.

Initiated in the Mysteries I am, the Nine to One of the mighty dollars, flowing like a river of corporate honey or puddling as piss in a petty pool on the commons. 

But our Holy Ground needs a good charge of urea to grow the next best thing, so pay all ye faithful for your SMA renewal before the end of September, when there shall be Weeping and Gnashing of Teeth as the price of memoQ and its servicre and maintenance contract increase by a modest 20% for the nifty Translator Pro version.

And fear not, for I am with you. My rod and staff are needed in the garden to prop up an apple tree, but I can offer this at least: if you blow the deadline and have to pay an extra €20 or so for the SMA renewal this year after October 1st, evidence of that in the form of a purchase invoice or somesuch which reaches me by the end of 2023 on the hidden paths of e-mail or social media will receive as a blessing a discount "coupon" worth twice and half again that for a stay at the memoQuickies Resource Camp until March 2024.

Or if the high priest ever gets back to me as he said he would, maybe there will be an alternative route. You are all nonetheless blessed that you have in your professional hands a tool, which for all its shortcomings, beats the competition to death if you know how to unlock its power (which few really do).

May 20, 2023

Taking the trash out of trashlation in translation

Let’s be real, people. We need to start using the word trashlation to describe what too often passes for professional activity in the language services sector these days.

I’m looking at all of you DeepL fans among others. 🧐  And especially the LSPs who try to sell that garbage or other post-edited spew as translation. Such nonsense is seldom fit for purpose, and when I am not bent over the Porcelain God in “prayer”, I am always reminded of Mark Twain’s comment that the difference between something “close” to the right word and the right word itself is akin to the difference between a lightning bug and lightning. I would suggest that in some cases the consequential difference could be compared to being strapped to the electric chair for execution as opposed to watching the Natural magnificence of a lightning storm.
Recently, a German publisher sent me a very interesting file containing a table with the original German text in the first column, a post-edited DeepL result by a German who has lived abroad for some decades in the second column, in a third the post-edited result from an American living in Germany, and in the fourth column the results of some beta program called DeepL Write, yet another iteration of all of this AI trash the fanboys and -girls all declare will replace human writing efforts. Although I prefer to be left out of any discussions whatsoever involving the linguistic quality of MT output, the submitter seemed pleased by what he saw and insisted on having my opinion. So I gave it to him. Unfiltered. 😃  I suggested leaving me alone with that nonsense, and said I considered all of it to be hopeless trash. Actually, I might have been harsher than that, as I don't consider that sort of “writing“ acceptable or in any way fit for purpose, any purpose with which I'll be associated. It is physically painful for me to look at verbal garbage like that. I would rather stick my nose in a garbage can full of rotting meat and inhale deeply. The original German text was not bad, and it deserved real translation like someone I recommended could provide for that subject matter.

In a long consulting gig in the second half of 2022, which ended only in April of this year, I had a very close look at how badly the commercial models of translation service offered by most agencies are broken, badly, badly broken. Years of social engineering propaganda by unscrupulous promotors of machine translation and artificial "intelligence" have skewed expectations badly so that if the buyer is lucky the "best" service might be "good enough", though barely.

Project managers at agencies tell me of their soul-crushing duty to force ever lower rates on those external providers of translation services who typically do the real work sold as the agency's deceptive product. All the while, charts and graphs and other "quality metrics" tell the fairy story of superior delivery.

It's time for individuals providing independent services to take a different approach. Let the linguistic sausage providers (aka LSPs) eat their own product. Take the trash out of trashlation.

Of course there has been a lot of talk for years about the need to find more direct clients. Most conferences for translators have at least one presentation on this topic. But many of the recommended practices are dated or have become less effective as LSPs providing trashlation have increasingly gamed the search algorithms to make their pages appear to be those of independent individual providers, and then once there the buyer is treated to lies and distortions suggesting that they may be better off with the superior "full service" of the agency. Very few of the claims on such pages reflect actual practice, something I know very well as an insider providing technical assistance to companies for a very long time.

I have also read suggestions recently that search engine optimization (SEO) strategies may soon be a dead letter. Why? Companies developing search engines are rushing to implement large language model (LLM) functionality, such as that found in ChatGPT, any many expect that to blow the algorithm gaming strategy to Hell, negating much of the investments companies and individuals have made to increase the visibility of their web sites and the services offered there.

I don't know, really, what disintermediation strategies might be most effective these days, but at the very least individual traders should examine alternative representation strategies. I saw an interesting one recently on Fiverr, a platform I remembered only for the idiotic idea that every service should cost $5. Well, that has apparently changed.

Although their presentations were often far from a perfect, translators offering services on those platforms are able to structure the "gigs" in such a way that buyers can easily specify relevant conditions, such as project scope, urgency, etc. And service providers can avoid overbooking by applying various kinds of throttles based on order volume. Extra services, such as multiple revisions, project glossaries and many other extras I have marketing over the years are a snap to set up.

In fact, I was so impressed by what I saw that I am considering to create special services for some of the routine technical services I provide for translation workflow training videos, custom import filters, regex tools to translation and text QA, etc. Frequently, more of my time is spent gathering information on a client's requirements than I actually spend providing the implementable result. The flexible FAQ functions, intake questionnaire, portfolio and communication tools look like they can be a huge time-saver.

Compared to what I saw on Fiverr and a few similar, huge volume platforms, the structure of platforms like ProZ-dot-com and Translator's Café definitely look "last century". The times they are a-changin' and maybe we should be too in the platforms we use to promote services that our potential clients need.

Aug 2, 2013

About your defective translation....

Dear Mr. Svenson, 

Thank you for the timely delivery of your translation which we acknowledge herewith. It was not easy to find someone to undertake a technical translation of this kind from German to Swedish at such short notice.

However, upon proofreading your work, we noticed a careless error, which we would like you to correct. The German expression for the dimensions LxBxH (Länge x Breite x Höhe, or length x width x height) has not been translated. Please correct that and send us the new version with your invoice corrected to account for our effort in this matter!

Respectfully yours,

Ima Genial, M.D., Ph.D., M.O.U.S.E., F.U.C.U.
Director of Purchasing
Brilliant Products GmbH & Co. KG

*******

Dear Dr. Genial,

Please be advised that the Swedish expression for  "length x width x height" is "längd x bredd x höjd" and thus the use of LxBxH is appropriate in both Swedish and German.

Best regards,

Sven Svenson

*******

Dear Mr. Svenson, 

Thank you for your information regarding the expression of dimensions in Swedish. There is still, however, a problem remaining regarding your invoice. You have charged for the translation of 173 words, but "LxBxH" occurs six times in the text. Because it does not need to be translated, it should not be charged, of course. The accounting department has determined that your word count includes a improper charge for this expression, and we will be most grateful if you can correct this properly so that your invoice may be paid in a timely manner in 90 days according to our procedures.

Respectfully yours,

Ima Genial, M.D., Ph.D., M.O.U.S.E., F.U.C.U.
Director of PurchasingBrilliant Products GmbH & Co. KG

*******

Dear Genius,

My prior communication was copied and pasted directly from the text of one of five previous communications with your firm in the past three months in which I have been asked to address the same issue. I have attached my amended invoice, which has been updated to include charges for this correspondence text on five of the now six occasions altogether. As is appropriate for a valued customer who does business with me so frequently, I have applied a discount to the repetitive text, although according to the service contract between us, such discounts are required only for actual translation text. But I believe in rewarding good relationships, and the one with your company shall remain ever on my mind.

Hochachtungsvoll,

Sven Svenson