Managing a Global Knowledgebase Strategies and Processes Speaker: Cynthia Pipitone Content Manager, Dell Speaker: Marcy Kast Content Manager, Dell Speaker: Lisa Priapi Proposal Program Manager, NetApp Speaker: Debbie Hermes Content Business Manager, NetApp
Dell s Global Content Managers Standard Processes Defined Roles and Responsibilities Style Templates and Guides US and UK English base Single Mailbox for Global CMs
Own full lifecycle of core content New/pending approval content Disabled Comments Searchable by Global CMs only New, Modified, Expired Comments review efforts Archived Not used in a year, End Of Life (EOL), no SME Disable, one year expiration date, Global CM access only Delete after one year
Communication & Visibility Required Metadata Reports Visibility
Communication & Visibility New/ Pending launch Visibility
Archiving Records Archive Folder in each topic Records that have not been used in one year, are difficult to renew, or are EOL Disable and give one year until expiration Delete after a year TIP: When archiving from My Expired first move TIP: When archiving from My Expired, first move record to Archive folder, then change the metadata so you can still find it in My Expired.
Dell s Translation Process Overview Identify & organize content for translation Identify new & modified content using Qvidian reports Use Previous revision function to compare records Highlight any changes & include record information table Content sent for translation & reviewed Content is sent to translation agency Local in-country reviewers perfect translated content Finalized content is invoiced & sent to Translation Manager Publish & link translated content Consult information table to incorporate translated content Update record metadata & include links
Global Translations at Dell Content is translated to 14 languages US English, UK English, French, German, Spanish, Dutch, Danish, Norwegian, Swedish, Finnish, Czech, LATAM Spanish, Brazilian Portuguese, Simplified Chinese UK English version is the master record and all translated records are linked children off of that record. US English is a linked peer to the UK. All language content is stored in separate databases that all have the same organizational structure.
Qvidian Reports identify new & modified content t The Advanced Search filters Created and Last Modified options allow us to specify date ranges to determine our records for translation ti The result set is easily Exported to Word and Excel to manage the translation ongoing.
Previous Revisions Function & Compare The Previous Revisions function we can select the different revised documents and use the Word Compare to review the records side by side and highlight any modifications for translation
Publish & link translated content The Information Table includes important information about source record and provides the breadcrumb trail to integrate the translated content into the database.
Thank You! Questions &Answers
Globalization and Translation Process Maximizing a Consistent Customer Experience and Minimizing Risk through Streamlined Translations Lisa Priapi i Debbie Hermes NetApp
The Big Picture
The Big Picture
Translation Management Process Corporate Content Manager Spreadsheet German French Dutch Req s Corporate Content Manager Notified Regional Content Manager Notified Offshore Proposal Team Translated Batches NetApp Translation Group Regional Content Managers
Content Library Structure
Daily Process Corporate Content Manager: Creates content Uploads to Content Library Identifies content category in comments field Moves obsolete content to archive folder Corporate Content Manager
Translation Report
Translation Folder Once the content is translated: India posts the content in the geo specific Content Library India notifies the US Content Manager that content is posted US Content Manager notifies the geo Content Managers Geo Content Managers move content to respective content folders
Thank You! Questions &Answers