A few years ago I was fortunate to be part of the Digital Equipment Corporation (DEC) ALL-IN-1 programme, firstly as a consultant and then a product manager within the associated electronic mail programme. The ALL-IN-1 software did something smart; it linked together a word processor, email system, spreadsheet, calendar, ‘filing cabinet’ and then enabled these to be programmed to support customer specific workflows and business applications. It was a huge success and created the environment within which DEC sold many computers.

I was reminded of this approach when, last week, I purchased a £99 Logitech Harmony remote control.  This is my solution to the 7 remotes that I (note the ‘I’, not ‘we’) control, being  the (1) TV, (2) Sky+ HD, (3) Blu-Ray, (4) Apple TV, (5) Sonos Hi-fi, (6) amplifier and (7) audio/video switch. The Logitech Harmony replaces 5 of my remotes because it can learn the control codes for thousands of devices. It also performs ‘activities’, for example, ‘watching television’ and with one press of a button will execute the instructions required to switch on the TV, amplifier, SKY+ HD box, audio/video switch and to select the correct channels.

For someone who is not technically-minded, the Harmony provides an easy way to enjoy home entertainment. But if it gets confused, then it may become burdensome, as the ‘activity’ capability is based on a highly structured approach and the user may have to learn to reset each specific device.  Some people will work it out and others will give their partner the “you have made my life difficult” glare.

So, comparing Language Providers to the Harmony Remote, I have two questions. Firstly, should a language company try to do ‘everything’ (defining ‘everything’ is the subject of an upcoming blog) and secondly, how personalised can a service be if it is a based on a highly organised underlying structure?

With respect to ‘everything’, each company must decide for itself how it defines ‘everything’, but we believe a client should also understand how their language provider’s income is being invested.  For example, if you buy a translation service only, do you accept that related income could be re-directed away from service development towards software you were not intending to procure?

The principle of a highly organised infrastructure is good – particularly if you are a Tier-1 client and your provider personalises their interaction with you.  However, what of Tier-2 clients, (typically those below the top 10-20%)? Through skilled selling, does your provider emphasise the positives of their generic ‘production environment’, bypassing your specific requirements in favour of their cost model?

In response, eTeams’ position on investment is clear. Our core business is service excellence in translations and interpreting. We do not sell software and nor do we stray into vaguely connected areas, such as application outsourcing.   If you do need access to language technology, we will grant access to our eTeamsCONNECT environment at zero cost. This is the same ‘Business and Workflow Management’ and ‘Translation and Term Base’ software used by our linguists and by eTeams.

And Tiers?  All eTeams corporate clients are Tier-1.  All our relationships are sponsored by a company director, including out-of-hours contact. All our client interactions are tailored to meet their needs; our ‘Client Care Environment’ enables this.

So, what of my Harmony Remote.  Well, many happy hours between walks will be spent watching Christmas films and listening to internet radio during the next two weeks.

 On behalf of eTeams, may we wish you a Merry Christmas holiday and a Happy New Year!     

‘eTeams – translations you can trust’