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Agencies, Bureaus, and Companies

All presentations are in English unless otherwise noted.

ABC-1 (F, 10:15am-11:45am) - All Levels
Quality-First Management in the Translation and Localization Industry
H. Randall Morgan, Jr. (Arlington, Virginia), co-founder, chairman, and CEO, ASET International Services Corporation

The speaker will outline the quality-first theory and suggest the practices that are required in order to make the theory work, even when it seemingly conflicts with the realities of translation and localization and the demands of the client. He will also address client-driven versus quality-driven strategies, quality control procedures, managing client accounts, and how to stick to the quality-first principle even under "special circumstances." This session will help project managers, as well as translators and translation end-users (clients), to manage the process better and to avoid many potential nightmares.

ABC-2 (F, 11:00am-11:45am) - All Levels
Localization Vendors: What We Hide from the Clients
Michael R. Cárdenas (San Diego, California), president, Multilingual Translations, Inc.; and Theodora Landgren (Cherry Hill, New Jersey)

Experienced localization experts tell all… How do you build the best vendor/client relationships? Excellent client-vendor relationships are hard to come by, especially if you do not truly understand each other's way of doing business. What if you could be a fly on the wall and overhear the vendor's philosophy on translation/localization, the way they do business, and what they prefer you never find out. Topics include: proposals (Why does each vendor have their own system, and why can't all proposals look alike?); tests (Are they indicative of the quality of jobs the vendor will be doing?); post mortems (Can we be honest?); and managing the real world of project management.

[CANCELED] ABC-3 (F, 1:45pm-2:30pm) - All Levels
Translating for an International Corporation II: The Quality Assurance Process
Ilona Helen Wallberg (Velbert, Germany), head of sales and marketing and deputy director, Siemens Language Services

An overview of how to ensure the quality of translation projects within a large, internationally operating company, and the universally applicable rules that apply.

[CANCELED] ABC-4 (F, 2:30pm-3:15pm) - All Levels
Translating for an International Corporation III: Translator Skills and Competencies
Ilona Helen Wallberg (Velbert, Germany), head of sales and marketing and deputy director, Siemens Language Services

A discussion on the types and degrees of competencies that a translator must have in order to build up a successful practice (in-house or freelance).

ABC-5 (F, 2:30pm-3:15pm) - All Levels
Boot Camp Selling! How to Sell Translation/Localization Services Without Spending Millions of Dollars
Renato Beninatto (New York, New York), globalization and e-commerce localization advisor; and Michael R. Cárdenas (San Diego, California), president, Multilingual Translations, Inc.

Companies look at the markets, extrapolate statistics, prepare spreadsheets and budgets, hire sales teams, and a year later ask themselves what went wrong. This session will discuss sales concepts and strategies for our industry.

ABC-6 (F, 3:30pm-4:15pm) - All Levels
Is the Customer Always Right?
Steven P. Iverson (Milwaukee, Wisconsin), administrator, ATA Translation Company Division, and president, Iverson Language Associates Inc.; and Jackie Smith (Kansas City, Missouri), sales and marketing manager, SH3, Inc.

With global competition increasing all the time, translation companies are being pushed by clients to lower prices and adopt new processes. Customers are becoming more educated about translation technologies, and are receiving increasing input from overseas offices. Customers expect to be more involved in the translation process, and demand detailed pricing information. This is putting pressure on translation companies to please their customers, make a profit, and still maintain the integrity of their business. The presenter will discuss how the market has changed and how companies are meeting these challenges. This session will be useful for translators and translation companies.

ABC-7 (F, 4:15pm-5:00pm) - All Levels
Handling Audiovisual Projects
L. Manouche Ragsdale (Newport Beach, California), freelance translator and studio director

This presentation is aimed at agencies, project coordinators, and individuals handling entertainment or industrial projects requiring voice-over. Tips will be provided on script translation, talent selection, direction, and studio coordination. Other topics to be discussed include demystifying audio and video formats and maximizing net profits. The presenter is a 20-year veteran in audiovisual projects, and has handled scores of multilingual jobs in various media.

ABC-8 (F, 4:15pm-5:00pm) - All Levels
Multilingual DTP Demystified
Robert E. Sette (Pittsburgh, Pennsylvania), ATA director and instructor, Professional Translation Certificate Program, University of Pittsburgh

Successfully conquering the challenges of multilingual desktop publishing requires technical creativity, persistence, and, at times, a bit of good old-fashioned luck. This practical, nontechnical presentation will cover the differences between word processing and DTP programs, the pitfalls of PC/MAC file conversion, and related topics. A question and answer discussion will focus on ways to make life easier for your DTP vendors, as well as specific questions raised by the audience.

[CANCELED] ABC-9 (S, 8:30am-10:00am) - Beginner/Intermediate
Languages Meet Technology: The World of Multilingual Multimedia
Kirsten Schulze (Arlington, Virginia), senior project manager, ASET International Services Corporation; and Sandra Zolotor (Arlington, Virginia), project manager, ASET International Services Corporation

This presentation will focus on multilingual audiovisual production from the viewpoint of a project manager dealing directly with the client. The presentation will look closely at voice recording formats, platforms, and scripts, including client script review and feedback, voice talent selection, accents/dialects, recording and editing equipment, timing, on-screen video, and quality assurance. Come learn about split-track masters, timed scripts, foreign formats, and more. This presentation will provide an overview of the production process to ensure a reliable, high-quality product and ultimate client satisfaction.

ABC-10 (S, 9:15am-10:00am) - All Levels
Managing an Effective Translation Team at the Dutch Ministry of Foreign Affairs
Marion Alhadeff (The Hague, Netherlands), director, Translation Department, Netherlands Ministry of Foreign Affairs

The Translation Department at the Dutch Ministry of Foreign Affairs translates texts into and out of a variety of languages for almost all the Dutch ministries and for a number of other bodies, such as the Council of State and the Supreme Court. It employs some 38 people comprised of translators and support staff. What are our working methods and how do we ensure that 38 talented professionals work as a team to produce work of the highest standard? What are the advantages and disadvantages of working in-house, and what is our added value?

ABC-11 (S, 10:15am-11:45am) - All Levels
Part 1: Translation Company Division Annual Meeting
Steven P. Iverson (Milwaukee, Wisconsin), administrator, ATA Translation Company Division, and president, Iverson Language Associates Inc.

Part 2: Translation Company Quality Standards Workshop
Suzanne Robinson (Englewood, Colorado), founder, Liaison Multilingual

ABC-12 (S, 1:45pm-2:30pm) - All Levels
Chinese Translation Project Management: A Chinese Project Manager's Perspective
Mei-Ling Chen (Arlington, Virginia), senior project manager, Asian Department, ASET International Services Corporation

Drawing from experiences gained from managing over 100 Chinese-language projects over the past two years at a Washington-area translation and localization firm, this presentation will focus on giving translators and companies an overview of the complexity and uniqueness of English®Chinese translation projects. Topics to be discussed include: typical processing of an English®Chinese translation project; troubleshooting difficulties and challenges, including language-specific linguistic, computer, and graphics issues; and how to provide added value to enhance customer satisfaction. Illustrative examples will be used to demonstrate the high level of knowledge and teamwork required to complete Chinese-language translation projects.

ABC-13 (S, 3:30pm-5:00pm) - Intermediate
The Measurement of Quality in Translation Using Statistical Methods
Riccardo Schiaffino (Denver, Colorado), manager of Italian and French translation teams, Special Software Translation Project, J.D. Edwards; and Franco Zearo (Boulder, Colorado), senior technical translator and global engagement consultant, Lionbridge Technologies

Last year, we described strategies for the measurement of the quality of technical translations by using customized checklists and simple statistical methods. This year, we would like to present additional research we have conducted in the field of translation quality assurance, including the use of more advanced statistical methods based on control charts.

ABC-14 (S, 4:15pm-5:00pm) - All Levels
Why Satisfied Customers Defect (Applications of Customer Satisfaction and Loyalty to the Business of Translation)
Christophe Réthoré (Harrisonburg, Virginia), director, Translation Studies, James Madison University, and ATA representative, Joint National Committee for Languages

In 1995, Jones and Sasser published one of the milestones in customer satisfaction/loyalty research. This article explored why satisfied customers would leave their service providers. This presentation will provide an overview of the relevant literature existing on customer satisfaction measurement, customer loyalty, and service quality. It will then show how these three concepts can be profitable in the business of translation and related language services, including localization, terminology management, cross-cultural training, etc. Indeed, getting as many new customers as possible is very nice, but marketing research consistently shows that retaining existing customers can be very beneficial, too.

New ABC-15 (T, 4:15pm-5:00pm) - All Levels
Towards the Elimination of Translation Error in Europe and the U.S.
Elizabeth Abraham Gomez (Toronto, Canada), Your Mother Tongue Inc.

Translation error has two principal roots: 1) the translator is working into a second language, rather than into his/her mother tongue, and 2) the mother-tongue translator misinterprets the source text. Traditionally, the editor of the translation has the same mother tongue as the translator and is therefore susceptible to the same misinterpretation of the original. A mother-tongue translator is essential for avoiding the first principle source of translation error. A source-language editor, or “back-translator,” is required to avoid the second. The role of the source-language editor is to ensure that the translator properly interpreted the original, and to check for omissions. Refining the final draft is left to the proofreader, a native speaker of the target language. This three-person “dream team” substantially reduces the margin of error in translation practice.

New ABC-16 (F, 1:45pm-3:15pm) - All Levels
Translation Quality: the UNI and ISO Standards-The Federcentri Approach
Mirko Silvestrini (Vicenza, Italy), Rapitrad, member, Italian National Board of Translation Companies

Federcentri is the Italian Federation of Translation Companies. It is a founding Member of the EUATC, the European Union of Associations of Translation Companies. In Italy, quality in translation is becoming more and more important. The UNI and ISO standards, and specifically UNI 10574, whose creation was supported by Federcentri, represent an important achievement for Italian translation companies. Following this standard, various translation companies in Italy are becoming certified in order to offer their customers a further assurance of quality in their services. This presentation will introduce Federcentri and the EUATC and will illustrate the details of UNI and ISO standards.

New ABC-17 (S, 3:30pm-4:15pm) - All Levels
Putting Your Faith in In-house Teams - Going Against the Trend
Richard Gray, (London, England), owner, Richard Gray Financial Translations

The translation industry is a modern-day cottage industry, driven by armies of largely anonymous freelancers. Does this model deliver the best results? And is it necessarily the best one for industry's long-term well-being? Would you expect a law firm to outsource your legal affairs to a freelancer based in New Zealand? New technologies have played a large part in shaping this structure, but different technologies and new trends may be favoring an in-house model. In this presentation, the speaker will argue the case for an in-house model based on in-house knowledge-sharing, transparent operations for clients, and a professional commitment to in-house staff.

New ABC-18 (S, 4:15pm-5:00pm) - All Levels
Stranger in a Strange Land
Reimer Vandervlugt (Zurich, Switzerland), APICS-certified production and inventory manager

Can industrial concepts of manufacturing management and process optimization be applied to a translation business? In this presentation, an experienced operations manager, coming from the manufacturing industry, will discuss how such concepts apply and are implemented in his new job with a multilingual communications provider.

(Related Sessions: Preconference Seminars (Seminar J), Freedom is Not Free: The Business Side of Freelancing; Chinese (C-4) Simplified Versus Traditional Chinese: What Every Translation Agency Should Know; Chinese (C-5), How to Identify Quality Chinese Translators; and Interpreting (I-8), A Quality Assurance Model: Update on a Process for Identifying, Training, and Testing Telephone Interpreters