How to communicate with 160 million customers René Petri, Nero AG

2 Content About Nero – Global Presence – Worldwide Market Leader – Our Mission Information Development Translation at Nero Translation Process 2006 across Introduction Translation Process with across Project Management in across Introduction of Schema ST4 Translation Cost Progression Summary Information Development – Next Steps New Online Help New Help Center

3 About Nero Founded in 1995 Corporate Headquarters: Karlsbad, Germany 500+ employees worldwide Privately held Install base of over 300 million Shipping over 50 million units per year Sales Revenue 2008: Approx. EUR 60M

Corporate Headquarters: – Karlsbad, Germany Regional Offices: – EMEA, Karlsbad, Germany – AMERICAS, Glendale, California, USA – APAC, Yokohama, Japan Development Centers: – Karlsbad, Germany – HangZhou, China Global Presence 4 Karlsbad Glendale Hangzhou Yokohama

Worldwide Market Leader More than 300 million copies of application software sold More than 50 million people worldwide actively use Nero products The nero.com portal receives >120 million unique visits p.a. More than one million registered users have joined the MyNero online community World’s largest mobile and consumer electronics brands trust Nero for technology leadership and category creation 5

Our Mission 6 As creators of liquid media technology, Nero’s mission is to enable liquid content creation and distribution anytime, anywhere, and on any device. We provide consumers with the freedom to simply enjoy their music, photos, and videos, regardless of hardware or file format, by taking a unique platform neutral, standards-based approach to solution development.

Online Help, Manuals, Tutorials, FAQs, How-To Technical Writing Source texts, Publication Translation Management LSP Management Translation, Terminology across Support Reuse of available text and translations GUI Localization GUI strings, Web Content, Brochures, Press Releases, Newsletter etc. Schema Marketing/Web API Information Development across LSP server 7

8 Translation at Nero Facts and Figures – Up to 28 languages – Source langauge: English – Volume: 3 Million words per annum – Projects: Software strings, Web, Manuals, Marketing – 2 internal Translation Project Managers – 2 Terminologists (1 German, 1 English)

9 Translation Process : – Proprietary solution for software strings – Software strings sent to translators in TXT format – Manuals created in Word – Documents sent to translation agency per – No ownership of translation memory – Terminology maintained in an Excel table - no specified workflow

10 Translation Process 2006 Translation... Terminology Translation Transl. Mem. en de en de jp en fr cn Internal... Marketing Documentation Web MLV External

11 across Introduction Since 2007, Nero has been using across for all translation projects – Project management can be controlled more efficiently – crossGrid allows the integration of 6 LSPs as apposed to 1 MLV – Internal translators and freelance translators are seamlessly integrated – Manuals in XML format in Schema - across/Schema interface – Ownership of Translation Memory Database (crossTank) – Ownership of terminology database and internal terminology maintenance (crossTerm)

12 Translation... Proofreading Translation Proofreading LSP across Server External en de jp en fr cn Internal... MarketingSchemaWeb crossTerm (Terminology) crossTank (Transl. Mem.) Nero across server crossGrid Translation Process with across

Project Management in across Overview of all tasks and projects Filtering functionalities Easy assignment of multiple tasks at once via the Multi- Assignment Wizard Integrated coordination of tasks between freelance translators, internal resources and external LSPs Easy delegation of multiple tasks to LSPs 13

Introduction of Schema ST4 Since 2008, Nero has been using Schema ST4 as an integrated system environment for end-user documentation – Reproduction of the technical writing style guide – Reuse of already available text modules – Delta export reduces the translation volume – XML data instead of Word documents - no layout information in the translation process – Performance-capable across/Schema interface 14

Effective improvement in efficiency – Structured language format allows for a high amount of reuse and improved translation quality – Delta export in Schema ST4 filters existing translations modules – 50% reduction in manual translation costs Integrated System Environment for End-User Documentation 15

Schema Workflow Schema ST4 across LSP server mit across across LSP server mit across Publications Manuals Online Help Tutorials FAQ/How to 16 Standard Answer Texts Marketing Material Source Texts Web-Content Content for Support Web Newsletter across Terminology API

CMS Schema TMS across API Reuse across LSP server ReducingTranslation Volume New Manual Delta- Export New Manual Pre-Translation New Manual 17

Cost Overview Actual Cost Development 2006: 1.05 Mill. Volume Increase: approx. 33% 2008: 0.68 Mill. 2006: 1.05 Mill. Volume Increase: approx. 33% 2008: 1.5 Mill. approx. - 55%! 18 Translation Cost Progression

Summary Development of a system of rules for technical writing (Style Guide) and for translation (Translation Guidelines) Standardization of text, formulation archetypes and targeted reuse of text modules has been decisive in reducing translation costs Meticulous selection and customization of a new tool Precise requirements, detailed specifications, comprehensive reproduction of the specifications Detailed adjustment of CMS to the TMS This is the only way both tools can support each other's strengths Introduction and acceptance of a new tool Comprehensive user training, intense and fast support Maintenance should not be underestimated Continual improvement and development is mandatory for constant efficiency Integrated Content Management and Translation Memory Systems are the foundation of efficient documentation. The quality depends of the amount of preparation. 19

Integration of End-User Support in Schema Workflow – Access to text modules already used in the documentation – More efficient update procedure – Unification of customer communication – Synergy between Documentation and Support Integration of Marketing in Schema/across Workflow – Improvement in terminology management – Access to available texts and translations (Copyright, Legal Texts) Information Development - Next Steps 20

Online Help, Manuals, Tutorials, FAQs, How-To, text modules, Support, Web... Technical Writing Source texts, Publication Translation Management LSP Management Translation, Terminology across Support Source text, Publications GUI strings, Web content, brochures, press releases, Newsletter etc. Marketing/Web across LSP server across LSP server across LSP server Schema Localization GUI API Information Development Next Steps

New Online Help Introducing a new online help concept based on Adobe Air The new online help concept will provide: Interactivity with the user Push marketing opportunities Very catchy and modern look & feel Based on barrier-free browser technology Possibility to include/play back liquid media files Easy to maintain/update/upgrade Enhanced help value -> premium product 22

New Online Help 23

New Help Center Offering a Help Center that both values the customers and meets the requirements of documentation, support, and marketing The goals are to: Increase quality and usability Provide better and faster help Increase user acceptance Establish comprehensive product help as a free, additional, and premium value Provide self service features to offer fast help and partly disburden the User Support Embed the users into product creation 24

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