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
Manager, NetApp
Speaker: Debbie Hermes
Content Business Manager, NetApp
Dell’s
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
A hi d
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
l
launch
h
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,
Expired first move
record to Archive folder, then change the metadata
so you can still find it in My Expired. ☺
Dell’s
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
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.
structure
Qvidian Reports identify new & modified
content
t t
• The Advanced Search filters
Created and Last Modified
options allow us to specify
date ranges to determine our
records
d ffor ttranslation
l ti
• The result set is easily
Exported
p
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
b side and highlight an
by
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.
Th k You!
Thank
Y !
Q
Questions
ti
& Answers
A
Globalization and Translation Process
Maximizing a Consistent Customer
Experience and Minimizing Risk
through Streamlined Translations
Lisa P
Li
Priapi
i i
Debbie Hermes
NetApp
The Big Picture
The Big Picture
Translation Management Process
Spreadsheet
Corporate
Content
Manager
German
French
Dutch
Req’s
Offshore
Proposal
Team
Translated
Batches
NetApp
Translation
Group
Regional
Content
Managers
Corporate
Content
Manager
Notified
Regional
Content
Manager
Notified
Content Library Structure
Daily Process
Corporate Content Manager:
¾Creates content
¾Uploads to Content Library
¾Identifies content category in comments field
¾Moves obsolete content to archive folder
Corporate
Content
Manager
Translation Report
Translation Folder
Once the content is translated:
¾India posts the content in the geo specific Content
Library
¾India notifies the US Content Manager that content
iss posted
pos ed
¾US Content Manager notifies the geo Content Managers
¾Geo Content Managers move content to respective
content folders
Th k You!
Thank
Y !
Q
Questions
ti
& Answers
A