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Rethinking Client Language Reviews
by Hélène Pielmeier, Rebecca Ray
May 29, 2015
May 29, 2015

 
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Summary

Client language reviews – often called in-country or third-party reviews – are notorious for causing delays and frustrations for all parties involved. Reviewers may alter the meaning of translations, introduce mistakes, fall into an editing black hole, or sit on review files for months.

CSA Research has been observing and analyzing how buyers and providers of language services deliver acceptable quality levels since 2007. This report compiles the best practices we have identified. The information will help LSPs guide clients to replace outdated quality models and build flexibility to meet today’s requirements, in particular for Agile or mobile projects. In this research, we cover how to:

  • Encourage Flexible Quality Frameworks. We describe what should be reviewed and how to do it, focusing on an upstream approach to linguistic quality validation.
  • Design the Review Experience. We cover the timing of assessments, formats for reviewer-friendly feedback, and the building blocks that must be in place to support the process.
  • Collaborate on Reviewer Selection and Training. We provide guidance to help buyers pick the right quality assessors and educate them on expectations and processes.
  • Formalize the Dispute Resolution Process. We discuss the need for developing up front the parameters for differences of opinion.
  • Implications. We emphasize the takeaways from these best practices, in particular the client review capabilities that LSPs need in order to stand out.
  • Related Research. We recommend other CSA Research reports and briefs that provide additional data and analysis about linguistic quality and client language reviews.

Availability
  • Industry Providers
  • Technology Vendors
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Pages: 25
 

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