Speaking the user’s language

Translation technology, including translation memory software, can make the work of professional translators more efficient and effective. Using a multi-disciplinary approach with converging methods, we evaluated translation memory software in the context of a work environment in which it was to be deployed. Our evaluation had three phases: (1) a contextual inquiry of translation practice, (2) a usability test of the candidate software package, and (3) a heuristic evaluation to evaluate the ways that the software package matched or did not match the needs identified in the contextual inquiry. From this, we derived a set of recommendations for incorporating translation technology into the organization’s processes. Suggestions included incorporating shared translation memory in the workflow and working with the software vendor to improve text handling for non-European languages. Problems with both the software under evaluation and standard workplace software highlighted the need for developers to evaluate language technology with non-Roman orthography.