Pierre Duquesne, CEO de Scripto Sensu
Scripto Sensu, a Tournai-based translation agency serving mainly international customers.
Languages, an important asset in training and more so in e-learning. Education and corporate training are changing at a fast pace and trainees increasingly rely on online education platforms.
Ralf Van den Haute, Sales Director at Scripto Sensu, explains how e-learning impacts Scripto Sensu.
MSC: How do you use MySkillCamp?
Before answering this question, allow me to sketch the broader context in which we operate. When Scripto Sensu started in 2002, computer aided translation tools such as translation memory software, were still quite basic and customers were happy to send and receive their mostly monolithic translation projects by e-mail or ftp. ICT while being present, was not a main issue for most language service providers back then. Since then we have seen a paradigm shift: anything, from industrial machines to cars, every day appliances and healthcare products, is connected to enable remote monitoring or intervention. Mainframes are replaced by mutualized servers and desktop and production line computers yield to tablets and smartphones… hence the mass development of apps. While bulky industrial manuals as well as institutional content still account for a large portion of the translation market, fragmented content in tagged formats such as html, xml and specific mobile software formats are gaining ground. Publication has become multichannel, and we translate into more languages than ever before.
This evolution has been driving not only the growth of the translation market (estimated to be at roughly 45 billion USD, today) but also technological innovation: tools designed to leverage existing translations are today complemented by ever more sophisticated matching algorithms to help the translator find the most adequate translation, fully integrated terminology management and connect (almost) painlessly to portals that help us and our customers keep track of requests, quotes, orders, invoices, quality assessments etc.
To guarantee customer satisfaction, it is not enough to invest in adequate software that is also available to competitors at increasingly affordable rates. In-depth knowledge of each tool’s features and knowing exactly how each bit of technology may help to increase the translation quality, avoid software issues and reduce turnaround time and costs, is where we want to make a difference.
Back to how we use MSC. Our staff as well as translators are mainly composed of qualified linguists, who are not known to be tech savvy by nature… We need to train them on a regular basis. Most of our tech providers have webinars available and we complement those by hands-on tutorials developed by our team members. The next logical step is to share those with all stakeholders (translators, interns, clients, new team members) and to ensure only the latest update is available for users. We were typically looking at an online platform with a fast learning curve and flexible features as our training needs are likely to increase and evolve over time. I am afraid we may not be the most sophisticated user of MSC: we publish our tutorials and webinars as provided by our technology partners online and invite our translators, team members and clients to access these on the MSC platform. We are now planning to monitor the usage (who uses which training) and to implement a scoring for each training. The idea is to continuously improve the tutorials.
Why did you implement e-learning and did you see any benefits?
Whenever customers and translators had an issue with the portal, the project files, the translation memory, they called their Scripto Sensu project manager. While our staff has always been very helpful, the frequent interruptions of their work impacted productivity. We also noticed that support lacked uniformity. The main benefit for Scripto Sensu: support by telephone/e-mail has been largely replaced by MSC trainings. This means our staff has more time for tasks that add value for our customers. Whenever a team member identifies a potential new topic for a tutorial, the new training is online on MSC within a few hours. This is an important asset in our relationship with customers and translators alike: we implement technologies, and help our customers, team members and translators get the best out of it.
Why is multilingual e-learning so important?
In our globalized economy, local languages are more important than ever. People learn better and faster in their mother tongue. E-learning addresses employees at all corporate levels. Though there may be a corporate lingua franca, not everybody across all branches and regions is necessarily as proficient as headquarter staff. Let’s not forget that e-learning addresses topics that are important to the success of any organization. Multilingual training is not only matter of respect but makes online learning so much more efficient. The additional cost of having online training material translated in several languages should be offset against benefits such as uniformly trained users across the organization, better user acceptance, more effective trainings and a higher return on the training investment.