Lava con 2011_controlled_lang_details

Controlled Language: Making It Work For You

Kit Brown-HoekstraBerry BrasterPoppy QuintalSherri Sotnick

Agenda

Context (@kitcomgenesis) Specification (@tech_editor) Tools (@tedopres, @berrybraster) Implementation ([email protected])

Kit Brown-Hoekstra

Typewritten Text

Note: We included more slides here than we presented, just in case you missed the discussion.

Kit Brown-Hoekstra

Typewritten Text

About English

About EnglishNumber of English words: 1,009,753*

*As of May 24, 2011 according to the Global Language Monitorhttp://www.languagemonitor.com/no-of-words/

Number of Native Speakers*

1. Chinese: 1.2 billion2. Spanish: 329 million3. English: 328 million4. Arabic: 221 million10. German: 90.3 million16. French: 67.8 million

*As of 2009, from Ethnologue.comhttp://www.ethnologue.com/ethno_docs/distribution.asp?by=size

Ratio Non-Native to Native English Speakers

Top 10 Languages on the Web

Comprehension

Basic Oral: 2,000 words Basic Written: 3,000 words Basic Technical: 4-5,000 words University-Level Text: 10,000 words Fluency: 20,000 words Native speaker (adult): 30-40,000 words

From http://contentdm.lib.byu.edu/ETD/image/etd518.pdf

SIMPLIFIED TECHNICAL ENGLISH Specification ASD-STE100TM

SIMPLIFIED TECHNICAL ENGLISH Specification ASD-STE100TM

Poppy [email protected]

Poppy [email protected]

ASD Simplified Technical EnglishASD Simplified Technical English

ASD Simplified Technical English is a Controlled Language(a subset of conventional English).

"I tell people who've never heard of CL (Controlled Language) that it's PL (Plain Language) with marching boots on."

Avi ArdittiFeatures EditorSpecial English ServiceVoice of America

ASD Simplified Technical English is a Controlled Language(a subset of conventional English).

"I tell people who've never heard of CL (Controlled Language) that it's PL (Plain Language) with marching boots on."

Avi ArdittiFeatures EditorSpecial English ServiceVoice of America

ASD Simplified Technical EnglishASD Simplified Technical EnglishHistory of the Specification

1986 - Feb 15 First release Included Writing Rules (Part 1) and the Dictionary (Part 2).

1986 Sep 15 Change 1 1987 Jun 01 Change 2 Addition of examples of function

words and nouns (Part 3). 1988 Jun 15 Change 3 Addition of examples of verbs (Part 3). 1988 Dec 30 Change 4 Addition of examples of adjectives and

adverbs (Part 3). 1989 Dec 01 Change 5 Reformatted version of Change 4. 1995 Sep 15 Issue 1 Guide completely revised and a new issue

released. Original Part 2 deleted and Part 3 renumbered to Part 2.

1998 Jan 15 Issue 1, Rev 1 Updates and amendments. 2001 Jan 15 Issue 1, Rev 2 Updates and amendments.2004 Jan 15 Issue 2 Guide completely revised and new issue released.2005 Jan 15 Issue 3 New issue as ASD-STE 100TM Pending

2007 Jan 15 Issue 4 Specification completely revised.2010 Apr 15 Issue 5 Specification completely revised.

History of the Specification

1986 - Feb 15 First release Included Writing Rules (Part 1) and the Dictionary (Part 2).

1986 Sep 15 Change 1 1987 Jun 01 Change 2 Addition of examples of function

words and nouns (Part 3). 1988 Jun 15 Change 3 Addition of examples of verbs (Part 3). 1988 Dec 30 Change 4 Addition of examples of adjectives and

adverbs (Part 3). 1989 Dec 01 Change 5 Reformatted version of Change 4. 1995 Sep 15 Issue 1 Guide completely revised and a new issue

released. Original Part 2 deleted and Part 3 renumbered to Part 2.

1998 Jan 15 Issue 1, Rev 1 Updates and amendments. 2001 Jan 15 Issue 1, Rev 2 Updates and amendments.2004 Jan 15 Issue 2 Guide completely revised and new issue released.2005 Jan 15 Issue 3 New issue as ASD-STE 100TM Pending

2007 Jan 15 Issue 4 Specification completely revised.2010 Apr 15 Issue 5 Specification completely revised.


What is ASD Simplified Technical English? ASD STE is an international standard.

It is a concise, precise, and limited use of the English language, which reduces ambiguity and increases readability and comprehension.

It was originally created by the aerospace industry to produce technical manuals and other documentation needed for aircraft support and maintenance.

But this specification has also been adopted and adapted by other technical industries (including telecommunications, computer hardware, medical technology, transportation, and government).

It has a defined set of grammar, style and syntax rules, and a restricted vocabulary that you must use when you write in ASD STE.

What is ASD Simplified Technical English? ASD STE is an international standard.

It is a concise, precise, and limited use of the English language, which reduces ambiguity and increases readability and comprehension.

It was originally created by the aerospace industry to produce technical manuals and other documentation needed for aircraft support and maintenance.

But this specification has also been adopted and adapted by other technical industries (including telecommunications, computer hardware, medical technology, transportation, and government).

It has a defined set of grammar, style and syntax rules, and a restricted vocabulary that you must use when you write in ASD STE.


STE has:

A restricted base vocabulary (approximately 1,000 words)

A large set of Technical Names and Technical Verbs (unlimited in number and user-defined)

Restrictions on grammar and style (approximately 65 rules)

STE has:

A restricted base vocabulary (approximately 1,000 words)

A large set of Technical Names and Technical Verbs (unlimited in number and user-defined)

Restrictions on grammar and style (approximately 65 rules)


Why do we need ASD Simplified Technical English?(Or any Controlled Language for that matter?)

Why do we need ASD Simplified Technical English?(Or any Controlled Language for that matter?)



The Increasing Number of Non-English (mother-tongue) Speaking Customers

Non-English Speaking English Speaking

A/S AIRCONTACT GRUPPEN

AEROCONDOR

AIR AFRIQUE

AIR ALGERIE

AIR FRANCE

AIR INDIA

AIR INTER, SOCIETE

AIR MALTA CO. LTD

AIR NIUGINI

AIR SEYCHELLES

AIR SIAM

ALITALIA - LINEE AEREE ITALIANE S.p.A.

ALL NIPPON AIRWAYS CO. LTD

AUSTRIAN AIRLINES

BALAG AG

CAAC - CIVIL AVIATION ADMINISTR. OF CHINA

CHINA AIRLINES LTD

CONAIR A/S

CONDOR FLUGDIENST GmbH

CYPRUS AIRWAYS LTD

DEUTSCHE LUFTHANSA AG

EGYPT AIR

EMIRATES

FINNAIR O/Y

GARUDA INDONESIAN AIRWAYS, P.T.

HAPAG-LLOYD FLUGGESSELLSCHAFT GmbH

IBERIA - LINEAS AEREAS DE ESPANA, S.A.

INDIAN AIRLINES CORPORATION

INEX ADRIA AVIOPROMET

IRIAN AIR - IRAN NATIONAL AIRLINES CORP.

AIR CANADA

AIR JAMAICA

AMERICAN AIRLINES INC.

AMERICA WEST AIRLINES

ANSETT AIRLINES OF AUSTRALIA

BRITISH AIRWAYS

CONTINENTAL AIRLINES INC.

GATX LEASING CORPORATION

GUINESS PEAT AVIATIONS

INTER LEASE FINANCE CORPORATION

MONARCH AIRLINES

NORTHWEST AIRLINES INC.

PRIVATE FLIGHT DIRECTORATE

SOUTH AFRICAN AIRWAYS

UNITED AIRLINES

K.L.M. ROYAL DUTCH AIRLINES

KAR-AIR O/Y

KENYA AIRWAYS LTD

KOREAN AIR LINES CO. LTD

KUWAIT AIRWAYS

LUXAIR (LUXAVIA) - SOC. LUEMBOURGEOISE

MALAYSIAN AIRLINES SYSTEM

MARTINAIR HOLLAND N.V.

NIGERIA AIRWAYS - W.A.A.C. (NIGERIA) LTD

OLYMPIC AIRWAYS S.A.

PAKISTAN INTERNATIONAL AIRLINE CORP.

PHILLIPINE AIR LINES INC.

ROYAL JORDANIAN

SABENA-SOC. ANONYME BELGE D.EX. NAV. AERIEN

SAUDIA ARABIAN AIRLINES

SCAN AIR LTD

SCANDINAVIAN AIRLINES SYSTEM

SERVICOS AEROS CRUZEIRO DO SUL S.A.

SINGAPORE AIRLINES LTD

SWISSAIR-SOC. ANONYME SWISS D.L.NAV.AERIAN

THAI AIRLWAYS CO. LTD

THAI AIRLWAYS INTERNATIONAL LTD

TRANS EUROPEAN AIRWAYS LTD

TRANSAVIA HOLLAND B.V.

TRANSPORTES AEROS PORTUGUESES E.P.

TUNIS AIR-SOCIETE TUOSIENNE DE L’AIR

TURKISH AIRLINES CO. (TURK HAVA YOLLARI)

VARIG-VIAC AO AEREA RIO-GRANDENSE S.A.

VASP-VIAC AO AEREA SAO PAULO S.A.

VIASA-NENEZOLANA INT. L OF AVIACION, S.A.


The “problem” with conventional English…The “problem” with conventional English…


Too many words.

Too many meanings.

Too many synonyms, homonyms and homophones.

Too much grammatical/syntactical variety, which allows us to “say” the same thing in many different ways.

Too many words.

Too many meanings.

Too many synonyms, homonyms and homophones.

Too much grammatical/syntactical variety, which allows us to “say” the same thing in many different ways.


Why do we need Simplified Technical English? Why do we need Simplified Technical English?

“Replace the part...”

Put the same part backor substitute a new part?

ASD STE Dictionary approved definition for REPLACE:To remove an item and to install a new or serviceable item in its place.


ASD STE gets rid of “unclear” writing

Slang/jargonSlang/jargon

ComplexComplexGrammarGrammar

AmbiguousAmbiguousWordsWords Incomplete

Sentences


Simplified Technical English (STE), was originally developed to help the users of English-language documentation (more specifically, non-native English speakers working with English documentation) quickly and accurately understand what they read.

Simplified Technical English (STE), was originally developed to help the users of English-language documentation (more specifically, non-native English speakers working with English documentation) quickly and accurately understand what they read.


However, studies have shown that the benefits (speed of task completion, reduced error rates, etc.) are also statistically significant for native English speakers.

However, studies have shown that the benefits (speed of task completion, reduced error rates, etc.) are also statistically significant for native English speakers.


What Are the Benefits of Using Simplified Technical English?

Increased safety and efficiency

Reduced legal liability

Fewer customer complaints/questions

What Are the Benefits of Using Simplified Technical English?

Increased safety and efficiency

Reduced legal liability

Fewer customer complaints/questions


Benefits of STE: Encourages good writing practices and eliminates vague

and ambiguous statements by forcing the writer to use:• shorter text• clearer writing habits• more precise narratives

Limits the variety of words• (ex: FOLLOW means "to come after in a

sequence" and not "to do what the rules tell you”i.e. OBEY)

Gives a standard for grammatical construction (reduces personal styles)

Eliminates "verbiage" (needless accumulation of words)

Benefits of STE: Encourages good writing practices and eliminates vague

and ambiguous statements by forcing the writer to use:• shorter text• clearer writing habits• more precise narratives

Limits the variety of words• (ex: FOLLOW means "to come after in a

sequence" and not "to do what the rules tell you”i.e. OBEY)

Gives a standard for grammatical construction (reduces personal styles)

Eliminates "verbiage" (needless accumulation of words)


Benefits of ASD STE – Translation

Manuals written in ASD STE are easier to translate.

The defined syntax and vocabulary of STE facilitates computers-assisted translation as well as human translation.

Benefits of ASD STE – Translation

Manuals written in ASD STE are easier to translate.

The defined syntax and vocabulary of STE facilitates computers-assisted translation as well as human translation.

How does Simplified Technical English work?

Limits the variety of words

Uses common, everyday English words

Establishes one meaning per word

Emphasizes good writing practices

Standardizes grammatical constructions



Example (non-STE)

It is equally important that there should be no seasonal changes in the procedures, as, although aircraft fuel system icing due to water contamination is more often met with in winter, it can be equally dangerous during the summer months.

Example (non-STE)

It is equally important that there should be no seasonal changes in the procedures, as, although aircraft fuel system icing due to water contamination is more often met with in winter, it can be equally dangerous during the summer months.


Example (in ASD STE)

Use the same procedures all the time because water in the fuel system can freeze during summer or winter.

Example (in ASD STE)

Use the same procedures all the time because water in the fuel system can freeze during summer or winter.

While covering pouches, smear bright yellow on the shadow below the pouches, gently whap until dizzy.

While covering pouches, smear bright yellow on the shadow below the pouches, gently whap until dizzy.

1© 1974-2011

Simplified Technical EnglishSimplified Technical EnglishThe Road to Content QualityThe Road to Content Quality

2© 1974-2011

3© 1974-2011

Questions to consider

Content control:Do we communicate clearly and efficiently?Do we manage our terminology?Do we have a style guide?Do we measure our quality of content?Are we efficient and cost effective information

developers?

4© 1974-2011

Small Quiz..

Turn off the engines not required

means…

Turn off the engines that are not required, or

Turning off the engines is not required

5© 1974-2011

What do we manage and publish?

PDF

HTML

Translations

Paper

Training

Multiple O

utputsCMS

XMLDITA

XVLSVG

Version managementConfiguration management

Translations

Turn off the engines not requiredTurning off the engines may not be required.

Ensure you turn off the engines.

All engines should be turned off.Switch off the engines that may not be required.

Put the engines in the off position.Not all engines should be switched off.

The system should be turned off, but not all.Check to make sure the engines are OFF.

To make sure the engines are off, check them.

Makes sure the systems are in the off position.Verify the engines are not in the ON position.

Please check to make sure the engines are OFF.Switching off the engines may not be allowed.

Turn off the engines that are not required.

Unclear, too many words, not consistent source

STE: clear and consistent source

6© 1974-2011

HyperSTE - Sentence Database

7© 1974-2011

Confused and frustrated readersHigh translation costsBad translations due to unclear sourceSafety risk to employees and partnersIn field equipment damagePotential for legal liabilitiesHigher support costsIneffective customer service

The result of not addressing the issue of ambiguity

8© 1974-2011

The larger costs of not getting it right

A power transformer company was sued for $5M after a transformer blew up due to badly worded and confusing documentation.

The largest single problem area for Google in internationalizing their service was language / translation issues - accounted for 35% of all reported issues.

EMC estimates it was spending $762,000 on internationalization errors in just one product set.

Failure to convert English measures to metric values caused the loss of the Mars Climate Orbiter, a spacecraft that smashed into the planet instead of reaching a safe orbit. Total project cost: $327.6M.

An FAA survey of aircraft technicians revealed that, although user evaluations of the accuracy and quality of technical manuals are generally good, the manuals themselves were noted as having poor usability.

Using the wrong word in an accounting system cost the New York City Department of Education $1.4M

A badly worded sentence in a contract cost a Canadian utility company $2.3M.

Major airline had to ground their fleet of aircraft due ambiguity in the documentation.

$11.9 MILLION JURY VERDICT against a manufacturer of an aerial lift device for failure to adequately warn of the electrocution hazards of the product and cover exposed metal on the boom tip of the lift truck.

9© 1974-2011

Consider your audience

Write unambiguously

Write consistently

Provide your customer with quality

So…avoid miscommunication

10© 1974-2011

So now what?

1. Use an established standard to base your controlled language efforts on

2. Define which writing rules apply to your content

3. Add corporate terminology (one word = one meaning)

4. Create your own controlled language standard!

11© 1974-2011

Steps for Implementation

3 steps:1. Train writers on writing rules

2. Standardize corporate terminology

3. Check documentation with checker software:

Quality assurance / quality control / quality measurement

Faster time to market, reduced translation costs

Efficient Authoring

12© 1974-2011

HyperSTE

13© 1974-2011

Survey Results

A survey amongst HyperSTE users showed that the use of HyperSTE resulted in the following benefits:

Up to 30% in cost savings on translation and localization

Up to 40% in reduced word count

Quality improvement in writing and translations

Up to 30% in reduced product cycle time

Up to 40% reduction in overall documentation cost

Efficient conversion of legacy documents

14© 1974-2011

Some HyperSTE Customers

Simplified Technical English at Elekta

Phase One in the successful implementation of a global content management system

Sherri SotnickManager, Media Services/Documentation, BASS

*Graphics and some information contributed by my Elekta colleague, Nick Rowlands, Information Systems Architect, SE&D, BAOS

About Elekta

• World leader in clinical solutions for image-guided radiation therapy and stereotactic radiosurgery.

• We have Documentation teams in the UK, US/Canada, DE, and SW.

• Our Business Area develops software products that ensure an efficient clinical environment streamlining all activities related to patient care – from diagnosis and treatment to follow-up – giving clinicians more time to focus on patients.

About Elekta

• Improve, prolong and save lives by providing clinical solutions for treating cancer and brain disorders

• Founded in 1972 by the late Lars Leksell, Professor of Neurosurgery at the Karolinska Institute in Stockholm, Sweden

• Today, Elekta’s clinical solutions and information systems are used in over 5,000 hospitals globally

• Everyday more than 100,000 patients receive diagnosis, treatment or follow-up with the help of an Elekta product

Demanding times

• Elekta was changing–organizationally and technologically

• Growth, acquisition, and changing regulatory landscape

• Elekta was investing heavily in technology in a competitive high-tech market

• Internal issues were driving the need to take advantage of newtechnologies for information development

Major issues driving the need for change

• The mountain of words continues to grow

• Translation costs escalate proportionately

• Information is difficult to maintain, reuse, and consume

• Different versions of the same information across different documents

• Foreign language users find content difficult to understand

Major issues driving the need for change

Recent statistic (Jan 2010)

Total words translated 5,459,906 (07 to 09); of which 1,855,959 were translated in the last three months

Developing the documentation strategy

• Research and benchmarking

– How do we modernize of our documentation processes to provide users with the information they want in the format they require?

– How do we respond to the increasing and changing responsibility of documentationdepartments?

• Analyzing the results from leading analysts*The Aberdeen Group*The Gilbane reports*The Institute of Scientific and Technical Communicators

Analyzing the results

• Key findings based on trends reported by industry analysts

– Provide authoring assistance at content creation to promote localization-ready content

– Provide centralized terminology management that defines repeatable words and phrases for monolingual and multilingual authoring

– Distribute structured document and content management tools to technical authors

– Provide 3D visualization and design-based illustration tools to technical illustrators

– Deploy translation memory technology to localize product documentation

– Utilize 3D publishing technology to increase graphical communication

– Track information reuse to check for documentation readability

Documentation strategy starts to take shape

• Simplified Technical English

• Structured Authoring and XML

• Component Content Management

Taking a Three-Phase Approach

– Elekta Approved Simplified English (EASE)– Reduce word count by approximately 30%– Improve readability and avoid confusion

– Structured Authoring and XML– Modularize information and share modules and topics between documents

(knowledge bases) to maximize reuse– Apply XML to facilitate the sharing of structured data across different systems

– Content Management– A single-source data repository to optimize information reuse and translation

management– Multiple output for Print, PDF, Help, and Web

Dev

elop

Dep

loy

Del

iver

Making it a global strategy

• Global Information Management (GIM)– A strategic approach to the management of information that ensures all aspects

of our business follow a single consistent path for delivering information globally, through the intelligent combination of people, processes, and technologies.

• Simply put…– GIM is a strategy to change the way we

develop, deploy, and deliver information… globally

Our GIM solution

• HyperSTE from Tedopres for Elekta Approved Simplified English

• DITA for structured authoring and XML

• DITA CMS from IXIASOFT for the component content management system

– Integrated XMAX authoring tool

– Output for PDF through FM server

– Customization to incorporate metadata/taxonomy into UI

– Integration of HyperSTE functionality into XMAX in development

Phase One: Elekta-Approved Simplified English

• Adapting and implementing industry-standard Simplified English – Provide authoring assistance at content creation to promote localization-ready

content– Provide centralized terminology management that defines repeatable words and

phrases for monolingual and multilingual authoring

• Strategic response– Elekta Approved Simplified English (EASE)

– Reduce word count by approximately 30%– Improve readability and avoid confusion

Getting started: EASE Training and Planning

• Assembled a Core Global Information Management Team

• Completed Tedopres’ Train the Trainer course

• Adapted the training for Elekta products and the medical device industry

• Agreed on a staggered approach to implementation among BAs

• Trained Doc teams globally on EASE and HyperSTE

Planning our EASE implementation

• How to build and maintain a global dictionary

• How to implement without disrupting productivity

• How does this change our current doc processes

Overcoming challenges

• Tech writers and SMEs were highly skeptical about adhering to a precise vocabulary

Some tech writers said that Simplified Technical English would inhibit their creativity.

Skeptical SMEs said that Simplified Technical English would be too restrictive and affect technical accuracy.

Simplifying a language is not an easy task …

• Tech writers and SMEs can be emotionally attached to specific words

• Under deadline pressure, some tech writers tend to focus on replacing terms and not on re-writing per STE rules

• SMEs in different regions use different industry-specific terms

• Collaboration on terminology management is challenging among doc teams in different regions

Overcoming challenges

• Effectively implementing STE while still meeting all softwarerelease deadlines for end-user documentation

Best Practice: Collaboration

• Make building the terminology lists a collaborative effort

– Adopt simple, effective methods for the Tech Writers to build the terminology lists and solicit input from SMEs

– Have SMEs validate all lists

• Continued development of STE skills for writing teams– Conduct monthly one-hour STE workshops

(Webex for remote teams)

• Provide learning aides– E.g. Create Quick Reference

Cards for accepted verbs

Best Practice: Collaboration

• Establish vehicles of communication for remote Tech Writing teams to resolve STE issues together:

– We created an EASE wikki and #EASE email list, which work well.

• Assemble a core team to review terms and determine which ones to add to the global dictionary– We also created guidelines to qualify

terms.

• Measure progress andshare results

Example of Metric to reinforce the benefits

• Real life examples; XVI

“This is indeed a great achievement, well done and sincere thanks to the team,” direct quote from a Senior Vice President in Oncology Business Line Management

A clinical team in the UK and a juniorauthor accepted the challenge to restructure a User Manual while ensuring that all the new functionality was included and without compromising and indeed improving the overall quality and customerexperience. This resulted in a clear reduction in size.

Best Practices: Company-Specific Dictionary

• Reinforce the objective for consistent terminology company-wide

One Word = One Meaning = One part of speech

• Create and adhere to global guidelines for maintaining the dictionary

• Update create your company style guide based on the STE writing rules.


• Get started by building a solid base dictionary using:– Existing documentation– Glossaries– Translation terminology lists

• Make sure Tech Writers and SMEscollaborate on terminology lists

• Distribute terminology lists to all SMEs for final validation before adding terms to the dictionary

Terminology list

Existing documentation

Company dictionaryApproved and non-approved words


• Reinforce the objective for consistent terminology company-wide

One Word = One Meaning = One part of speech

• Create and adhere to global guidelines for maintaining the dictionary

• Update create your company style guide based on the STE writing rules.


• Create STE task force that meets regularly– Review terminology lists in all BAs before adding terms to main

dictionary– Establish company-wide awareness and understanding– Promote company-wide terminology management


• Set the expectation that building the company-wide dictionary will be ongoing– Communicating progress regularly

• Apply STE to legacy documentation based on business needs

• Create work instructions and guidelines for the tech writers to ensure incremental progress– in building the dictionary– in updating legacy documentation

Benefits realized: already saving $$$

• Total translation budget for FY2011 = $824K; with GIM we expect to achieve savings of up to 40%

• As shown in the metric, a 66% COGs reduction in print cost per manual

• Also shown in the metric, a 30% page count reduction and 20% word count reduction in a user manual

Additional benefits

• Saves costs resulting from poor communication, which can lead to:

– Confusion– Lost production time– Service calls

• Easier to manage, access, integrate, and reuse content

Thank you…

Technology

Lava con 2011_controlled_lang_details