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FAQ
Questions
Answers
[^] What advantages does your company have over other localization vendors?
There are several factors that distinguish Lingo Systems from our competitors. These include:
- Operating Metrics - Lingo Systems has never caused a customer to have a late release...ever. No other company makes this claim.
- Multi-language Projects - Our ability to complete complex, multi-language projects on time with superior quality also sets us apart. We have simultaneously released as many as 47 languages for a single project — all on time, on budget, and with superior quality.
- Business Model - Unlike many of our competitors, we do not outsource project management, engineering, DTP, or QA. In-sourcing these key functions results in superior communications, immediate response to inquiries, tight coordination of production steps, and an ability to meet tight deadlines.
- 3-Step Linguistic Process - Our standard linguistic process includes three distinct linguistic steps, each performed by a separate linguist. Most other firms only perform two steps.
- Quality of Linguistic Resources - Lingo Systems does not use college students, part-timers, or the cheapest resource available. All of our linguists are full-time, accredited professionals who have been qualified by Lingo Systems.
- Process - Every aspect of our proven linguistic and production process is documented in our comprehensive Process Book.
- Flexibility - We adapt to meet the needs of each client and can easily handle projects of any size. We localize all types of materials, in all mediums, on all platforms.
- Leadership - With almost 20,000 copies in circulation, our award-winning book, The Guide to Translation and Localization, is widely recognized as the best source of information for companies considering localization.
- Customer service - We are committed to outstanding customer service. In fact, 97% of our customers rate us a 6 out of 6 in customer satisfaction surveys.
- Integrity - We do what we say.
[^] To what business segments do you provide services?
Lingo Systems provides localization services to all size companies...from the world's largest technology companies to local non-profits.
[^] From what geographic regions can you accept projects?
As one of the largest language service providers (LSPs) in the world, Lingo Systems services clients from all over the globe.
[^] How do you determine if a project has been successful?
Measuring translation quality is inherently subjective, so at Lingo Systems we focus on two metrics: (a) did we deliver on time, and (b) was the customer satisfied? Lingo Systems excels in both measures. Last year, we received an average score of 5.8 out of 6.0 on our customer satisfaction surveys and had a 98% on-time delivery rate. No other vendor makes these claims.
[^] What is your record for delivering on time?
We firmly believe that Lingo Systems has the best operating metrics in the localization industry. Certainly, if any other vendor has similar operating metrics, they do not advertise them. Lingo Systems has never caused a client to have a late release...ever. Furthermore, last year, we received an average score of 5.8 out of 6.0 on our customer satisfaction surveys and had a 98% on-time delivery rate. No other vendor makes these claims.
[^] What is the ideal client you are looking for?
The ideal client for Lingo Systems is one who wants a localization partner rather than a one-project vendor. The latter tends to see localization services as a commodity rather than a value-added service that improves ROI. At Lingo Systems, we will constantly work with your team to develop the most cost-effective and efficient solutions...which may be much broader than just translation and localization. For example, developing the best solution may require revisiting how documentation or Help is created, or how quality assurance is performed.
[^] Do you provide references?
Yes. Lingo Systems believes that what our customers say about us is more meaningful than anything we can say about ourselves. We are very proud of the trust that or customers place in us, and the long-standing relationships that we have formed with them.
[^] How many years has Lingo Systems been in business?
Lingo Systems is a closely held, non-public, women-owned business. The Company was founded in 1992 and has been owned by Coto Global Services since 2006.
[^] Is Lingo Systems a certified diverse business?
Lingo Systems is proud to be a Women-Owned Business. Our Women Business Enterprise certificate from the State of Oregon is OAR #445-050-0030.
[^] Do you guarantee the accuracy and completeness of your translations?
Lingo Systems' localization process is designed to reduce the opportunity for errors through our comprehensive quality assurance process. In fact, we perform comprehensive quality assurance procedures at every step in the localization process—either by an actual QA specialist, or peer by review within that functional area. In addition, our linguists are among the best in the industry. A significant part of our success is the result of providing the highest-quality translations, ensuring client satisfaction, and delivering what we promise.
That said, localization is part art and part science, so errors do happen from time to time. If these "errors" are actually stylistic changes and not actual mistakes, a change order will be issued to cover the cost of implementing the changes. If the errors are actual mistakes, oversights, or incomplete translations, they are fixed without question at our cost.
[^] Are you able to simultaneously release localized software applications across multiple languages?
Lingo Systems' ability to handle simultaneous releases may be unmatched in the industry. We have released as many as 47 languages simultaneously for one project and we have regularly completed 34 language simultaneous releases covering 12 products; all within a three-month window. The project components included software, Help, documentation, and testing. With our comprehensive and fully-documented operational procedures and controls, matrix management system, and reliable resources, Lingo Systems consistently delivers on time, on budget, with superior quality.
[^] What functions do you outsource?
Lingo Systems performs all Project Management, Localization Engineering, Desktop Publishing, and Quality Assurance services at our head office in Portland, Oregon. Unlike many of our competitors, we do not outsource these key functions. We believe that by centralizing our production staff, superior communication and coordination result, allowing us to achieve aggressive timelines, prompt responses to every inquiry, and higher quality deliverables. Indeed, we are convinced that this is the prime reason that we have never caused a client a late release.
[^] Will I have a dedicated project manager assigned to my account?
Lingo Systems has always followed the philosophy of assigning a dedicated Project Manager to every client, whatever their size. For our largest clients, this may be the Project Manager's only assignment. To ensure coverage and continuity in the event of illness or vacations, back-ups are also assigned who work under the supervision of the primary Project Manager. All of Lingo Systems' Project Managers are fluent in both written and spoken English. Lingo Systems is always willing to change any project team member if the client so requests to ensure that all team members meet our client's requirements for levels of service and performance.
[^] What is the availability of the project manager assigned to my account?
The Project Manager that Lingo Systems assigns will always be available during normal business hours. Key members of the project team, including members of Lingo Systems' management team, will also always be available by cell phone.
[^] Are you willing to locate a project manager "on-site"?
Absolutely. Lingo Systems is committed to tailoring our solutions to the needs of each client and, when requested, do locate project managers on-site at our clients' offices (in some cases, full-time). This offer notwithstanding, we have always been able to provide exceptional service to all of our clients, whatever their size and wherever they are located, from our head office.
[^] How often will I receive status reports on my project?
Lingo Systems' clients always have access to all information about their projects, including status, schedules, percent complete, defects found, defects outstanding, and other parameters. In most cases, this information is provided by the Project Manager, who serves as the central point of contact, whether through regularly scheduled updates and progress reports or direct inquiry. Because all members of the project team, except the linguists, are centrally located in our Portland office, response time to questions is usually immediate.
As an added resource, Lingo Systems offers a custom software application called "LingoNET" that further enhances the localization process by enabling authorized users to track each project online, throughout its lifecycle. This tool, which is a web-based ASP, was developed in-house by our own engineering team. Clients who wish to utilize the full functionality of LingoNet are able to automatically dispatch localization work to Lingo Systems from any authorized department or location under one of two scenarios:
- Direct interface with a content management system, or
- Manual posting by an approved user.
[^] Do you offer discounts for large volume work?
Yes, we offer reduced rates in connection with our customized localization solutions for our clients with global business needs. Depending on the volume and workflow of projects received, a variety of discounts and other pricing structures are available.
[^] What factors could affect pricing?
Localization prices and timelines are dependent on several interrelated factors, including:
- Number of words to be translated
- Number of languages
- Amount of formatting (and other services) needed
- Use of translation memory databases
- Project complexity
- Desired level of quality
- Number of steps performed
- Date needed
[^] How do you handle rush/emergency jobs and turnarounds?
Rush projects will be handled by a Lingo Systems' Senior Project Manager, who will personally coordinate the appropriate resources to deliver the job by the required deadline.
[^] What information—files, setup, etc., do I need to provide at the start of a project?
Lingo Systems will need a complete set of final source files to start a translation project. We will also need a list of any special requirements so that we can customize each deliverable as required.
[^] How will previous linguistic assets such as translation memories and glossaries be leveraged?
Lingo Systems is committed to the use of translation memory tools and uses them on every project. All of our localization engineers are located in-house, have internationalization expertise, and are bilingual. They are also accomplished in every major translation memory tool (Trados®, Catalyst, Multilizer, SDLX, and PowerGlot), as well as software development, UI engineering, screen capturing, and Web site engineering. The leveraging that results from the use of TMs is always passed on to our client. We also firmly believe that TMs always belong to our clients. As such, Lingo Systems will be pleased to provide a copy of the Translation Memory at the end of each project or whatever other interval is specified.
[^] Will you create a translation memory database and will I own it?
It is Lingo Systems' long-standing policy that our clients always own their TMs and Terminology/Glossaries. As such, Lingo Systems will be pleased to provide a copy of the Translation Memory at the end of each project or whatever other interval is specified.
[^] Do you utilize computer-aided translation tools?
All of our localization engineers are located in-house, have an average of 10 years of localization and internationalization expertise, and are at least bilingual. Their engineering expertise (on both Mac and PC platforms) includes programming languages like C, C++, Perl, HTML, DHTML, JavaScript, XML, ASP, ColdFusion, and multimedia programs (such as Flash and Director).
Each engineer is also accomplished in every leading translation memory tool (including Trados®, Catalyst, Multilizer, SDLX, PowerGlot, and proprietary tools from Microsoft and Intel), software development, UI engineering, Help engineering, screen capturing, Web engineering, and database management.
[^] What translation tools do you use?
Lingo Systems employs a wide variety of both in-house and off-the-shelf tools. We are also expert in all client/server configurations including PC, Mainframe, Mac, UNIX, PocketPC, and PalmOS platforms. Typical examples of in-house and third-party software tools that we use to meet the localization requirements of our clients are:
- Native operating systems for Windows, Mac, Linux, and UNIX platforms
- Proprietary, customizable file-markup tools that convert source content into linguist markup language that is suitable for translation memory management tools
- Translation tools including Trados® Suite, Catalyst, Multilizer, SDLX, Transmissions, and PowerGlot
- QA Tools such as HelpQA, and HTML QA
- Configuration management tools such as PVCS, Visual SourceSafe, or others based on GNU's RCS (UNIX Freeware)
- Graphics tools such as PhotoShop, FreeHand, CorelDraw, Illustrator, and Fireworks
- Single source content management tools such as Author-it, Interwoven, WebWorks Publisher, and Arbortext
- DTP tools such as MS Word, InDesign, Adobe FrameMaker, PageMaker, QuarkXPress, and Acrobat Exchange
- Web, Help, and Animation tools such as Dreamweaver, Flash, Director, LiveMotion, and RoboHelp
- Programming languages such as Perl, CGI, Java, JavaScript, XML, ASP, VBScript, Delphi, C++, and C#
- Development tools such as Interface Builder, Visual Studio, CodeWarrior
- Database applications such as Access, Oracle, MySQL, and SQL Server
[^] How do you ensure consistency between different project components?
Consistency across components is the hallmark of high quality localization services. We accomplish consistency by combining a variety of techniques:
- The development and use of an extensive terminology list that standardizes the translation of industry and product terms.
- Using the same linguistic team for a particular target language for all components and products.
- Using translation memory tools to leverage content across components and products.
- Translating the UI components before the supporting documentation, allowing terminology to be "set" by the UI.
- Performing three full linguistic steps (translate, copy edit, proofread), with each step performed by a separate, full-time professional linguist.
- If timelines allow, using a single copy editor to create a common voice. This is particularly valuable when multiple translators have been utilized.
- Using an independent proofreader to review all the integrated components as a final verification of the localized product's integrity—simulating a user in the target country.
[^] Where do you perform both localization (linguistic) and functional testing?
We perform all functional testing and the majority of linguistic testing in our Portland office. Working with our client's staff, we develop appropriate test plans and scripts that address all of your testing requirements. These scripts are executed locally (at Lingo Systems), with any functional defects logged and tracked, typically using a client-specified defect tracking system. Functional defects may be resolved by either our client or Lingo Systems (depending upon the nature of the defect). Linguistic defects are tracked using our defect tracking form, and are resolved at Lingo Systems.
[^] What graphic file formats can you work with?
Our in-house desktop publishers are experts in all major formatting and word processing applications, including MS Word, InDesign, QuarkXPress, Adobe FrameMaker, PageMaker, Illustrator, and Acrobat Exchange. We also work with many single source publishing applications like RoboHelp & WebWorks, and content management systems such as Author-it, Interwoven, Arbortext and Microsoft SharePoint. For creative graphic design, our DTP team is expert in leading software programs such as Adobe PhotoShop, Macromedia Fireworks and Freehand, CorelDraw, Adobe ImageReady, Adobe Illustrator, and others.
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