Despite their reliance on technology, many small to mid-sized language service providers tell us that the decision to use, select, install, manage, integrate, and sometimes replace CAT tools and TMS keeps them awake at night. Why? Their core competency is delivering translations, not building and maintaining software. Accordingly, we characterize the majority of LSPs as Off-the-Rack Operators who are not inclined to spend much money on tools or IT staff (see “Tech-Savvy Language Service Providers,” Aug10). How a language service provider approaches the cloud will depend on where it fits into our technology adoption matrix (see Table 3).
Dream Machine Builders prefer homegrown technology. The goal of the Dream Machine Builder is ultimate efficiency in its own unified production environment. These providers perform all client work in their proprietary system. They invest in technology to create an ideal translation management platform, extending from the back office to the project management
Dream Machine Builders in the cloud: These LSPs may offer cloud versions of their own software, but don’t use much externally developed solutions of any type. We expect them to place some processing functions in the external cloud where elasticity is critical, but in general they will shy away from the public cloud. However, the next generation of born-in-the-cloud Dream Machine Builders may be more open to that option than the current crowd.
Super Servicers pragmatically add whichever technology they need. Super Servicers typically invest heavily in automation and employ one or more full- time developers or an engineering manager to coordinate ongoing
outsourced development. They are open to incorporating commercial or open-source software, as long as it integrates with their existing systems. For the right customer, they may even start a second production line.
Super Servicers in the cloud: We expect Super Servicers to take advantage of cloud infrastructure to support their businesses, but incrementally over time rather than as a deliberate migration strategy. Such LSPs tend to be cautious – they evolve steadily and deliberately, but slowly. The focus for Super Servicers remains on internal efficiency. That model biases them toward internal infrastructure.
Assiduous Assemblers lead the charge to new technology. This category of LSPs adopts new technology and ideas quickly. Because Assiduous
Assemblers aim for efficiency on the customer’s terms, they think nothing of working in multiple environments. They target clients with large or intricate requirements where specialization and customization give the most leverage.
Assiduous Assemblers in the cloud: They are often the earliest adopters of any new technology – and have probably been using the cloud in its broadest sense for over a decade. They also continue to use client/server software. They are not dogmatic about software, only about versatility. For these tinkerers, a software system is merely a tool to solve a customer problem – they are most comfortable having as many tools as possible. They embrace cloud capabilities in the same way – that is, they put more tools in the box.
Smart Shoppers cautiously evaluate new software. While these LSPs realize that technology can help them grow their business, they know they have to be strategic – that is, very careful − about adopting new approaches. They don’t have much of a budget for buying tools. More importantly, they don’t have a big IT staff. It’s a risky proposition to invest in new software.
However, these LSPs want to grow. That forces them to select a first, second, or even third system that will help them acquire new customers.
LSP Type
and Attitude Technology Model and Attitude toward Development
Dream Machine Builders: “Perfect process built on a perfect machine”
Think and operate as software companies
Cite latency as a reason for not using cloud-based components,
but rarely use external modules anyway
Deliver software to partners or clients via the cloud
Internal development: >80%; only specialized, non-core
applications acquired from outside sources Super Servicers:
“Will do anything, but only for the right kind of customer”
Shy away from both OSS and cloud-based components
Value dependability over price, simplicity, or convenience
Have a strong development capability and willingness to use it,
which means they can keep their customers happy
Internal development: 50 to 80%; don’t mind buying external
components but will integrate them. Full-time coders on internal development team Assiduous Assemblers: “See every client as unique and deserving of a custom solution”
Buy many of their applications, often integrate, and sometimes
build modules
Buy and use multiple systems interchangeably
Use their considerable knowledge and IT skills to create customer-
specific offerings as they seek and offer infinite flexibility
Internal development: 20-50%; these firms have capable staff that
handle occasional coding projects but mostly spend time
integrating, configuring, or customizing the many systems at play in a highly dynamic work environment
Smart Shoppers: “Use a range of tools but keep customization to a minimum”
Reserve their limited IT staff for integration, troubleshooting, and
support of externally developed systems
Choose tools carefully and prefer to avoid investing in duplicate
systems, but in fact have and use multiple systems according to client demands
Stress flexibility in their sales pitches, but they don’t want to tinker too much
Internal development: Up to 20%, rarely developing anything more
than filters or scripts – they have only a few techies on board Off-the-Rack
Operators: “Use limited tool set suited for a broad range of translation tasks”
Think that tools are just tools, supplied by a toolmaker
Believe that the market will decide which tool is the flavor of the
decade
Don’t want to change – they’ll have to re-train all their freelancers
Internal development: None – and probably no IT staff, either
Table 3: How Different Types of LSPs Approach Technology Source: Common Sense Advisory, Inc.
Smart Shoppers in the cloud: We expect these LSPs to adopt cloud-based software in a thoughtful, cautious way. They won’t only adopt it because it’s easier or less expensive. But if it will help them gain new customers, then the fact that it’s easier to deploy will help them overcome the hesitation. As the translation buyers move into the cloud, Smart Shoppers will happily follow.
Off-the-Rack Operators think more about the job than the tools. The last thing an Off-the-Rack-Operator wants to worry about is software. These companies adopt a single platform from which they can serve the most customers. Or better yet, no platform at all. “We’ll do any job as long as we can use whatever tools happen to be lying about.” An LSP at this level does not employ IT staff – at least not for supporting translation technology.
Off-the-Rack Operators in the cloud: Operators do inhabit the cloud. Older companies in this category may eschew anything new unless it’s free.
However, newly launched LSPs increasingly find they can set up shop in the cloud from day one. Off-the-Rack-Operators born in the cloud may grow to be large companies without ever installing or managing a single server. They love free stuff, but these suppliers will happily pay for software as long as they don’t have to fuss about installing, managing, or training.