BFMA Forms Management Book of Knowledge - Sec 1 and 2

Forms/Template Design and Development 56 / 349 The Forms Management Program, in line with maintaining efficient forms development services, should always aim to create one form source file from which to generate other needed form output versions. This remains a key program objective, but may not always be possible. This largely depends on the technology architecture and forms development software the forms developers work with. In some cases, the program may hold more than one source file for a form to meet its different output requirements. The Forms Management Program uses standards and filenaming conventions for form source files and their associated output versions that are clearly documented and illustrated in its Forms Style Guide and Information Management guidelines. All forms developers consistently apply them. Form source files and output version files are made available to Program staff, forms developers and any other functional area that support the development, deployment and management of forms. This includes external partners or contracted resources to ensure consistency in forms design and development.

Forms/Template Design and Development 57 / 349 FORMS DEVELOPMENT Generally, forms developers, Program staff or contracted resources create, edit, and update source files and output version files when developing forms. Each output version is determined based on:  The target audience (persons filling, using or handling the form)  The purpose of the form.  The intended use of the form.  Processing operations and handling of the form. Source files are often copied to create new forms, or to extract form elements that can be applied to other forms to modify them. In addition, the source files and output version files are saved, stored, deployed and archived according to the established filenaming conventions as per the Forms Style Guide and Information Management Guidelines. This is essential to ensure each form edition source file and output versions remain uniquely identified and identifiable through time during its life cycle for reference and historical purposes.

Forms/Template Design and Development 58 / 349 When contracting external resources for the development of new forms or the revision of existing forms, the Forms Management Program must collaborate with the organization’s Legal Services and Contract Management areas to ensure the contract includes a clause to secure the ownership, authorship and copyright of the organization’s forms included in the contract. This is to ensure all source files and output version files for the contracted forms legally remain with the organization. While the Forms Management Program is responsible for all official editions and versions of organizational forms, it is not responsible for forms that may have been tampered with or modified by users or others external to the Program. Users are meant to only fill the empty spaces of the form. When producing source files and output files, forms developers include features to prevent users from altering the form content and container (labels, text, positioning of elements). This can be done through the addition of security features to the forms or by applying specific lock properties to form elements or sections. This may be more challenging when developing templates in word processing software. In many templates such as letters or report

Forms/Template Design and Development 59 / 349 formats mostly meant to allow free text to be entered, this is not an issue. However, when creating templates with legally binding text that should not be altered, forms developers need to take the necessary measures to lock those clauses or sections to prevent user alteration. Every edition of form source files and every edition of their output files remain the official record for the organization. FORMS CONTROL All Forms Management Program staff store source files in the appropriate file directories, repositories or electronic document management system. All must take care to name every source file edition and every output version edition of a form according to the established filenaming convention to ensure every form edition and version has a unique identifier. This responsibility might also be assigned to the forms technician whose job is to:  Keep track of forms projects, new form requests or change requests to existing forms.  Document the form history records.  Create and update form lists, catalogs and inventory.

Forms/Template Design and Development 60 / 349  Generate form reports. It could also include being responsible for the storage and archiving of source files and output version files for every edition and instance of a given form during its life cycle history. PROGRAM MANAGEMENT Given the importance of source files for the organization, it is critical the head of the Forms Management Program ensure Program staff:  Have access to the necessary software and technology infrastructure to create, store, archive, retrieve, edit, and share their files with other partner areas involved in forms development, testing and deployment.  Use a well-established convention for naming the various file types they create that are associated with forms. These could be source files, output version files; draft files for review, approval and testing purposes; final deployed files, image files, form objects.  Have a business continuity, disaster and recovery plan that includes the safekeeping of source files and output version files deployed and in operation on a separate device and location.

Forms/Template Design and Development 61 / 349 Clear presentation and communication The Forms Management Program applies plain language principles such as using familiar words, considering reading levels, and using consistent vocabulary for data labels, captions, instructions. Plain language puts the reader first and foremost. It organizes information in ways that make sense to the reader and uses language that is appropriate for the audience’s reading skills. The objective is to ensure the audience can understand the form the first time they read it. FUNDAMENTALS Forms are: Important data collection devices, but they work only if users understand the question and what information they are supposed to provide. Forms are important data presentation devices, but they work only if users understand the information given to them and what action they need to take.

Forms/Template Design and Development 62 / 349 How to name form field labels, how to write captions, formulate questions, and provide instructions for every possible user to understand remain a constant challenge for any Forms Management Program. It is essential that Program staff know the target audience and the intended purpose of the form. Is the form intended for:  A specific educated scientific audience? or  For the general population? As a best practice for developing forms, ensure that labels, captions, questions and instructions are written in:  Clear, simple, familiar and plain language.  Without jargon or acronyms (unless universally known like UN, NATO, USA). The answer provided will only be as good as the label displayed or the question asked. Program staff need to be sure to apply the correct form field labels and ask the right questions, and ensure they do not cause confusion. For example

Forms/Template Design and Development 63 / 349 A form asked for users to enter a “pension number”. Most users know their personal pension number or pensioner’s number, that is, the unique number that identifies each member of the pension plan. The problem is that the pension plan itself is also identified with a number. Many users who weren’t sure what number to enter in the “pension number” field called the organization to ask: their personal pensioner’s number or the actual pension plan number? The organization wanted the pension plan number. This wasn’t clear on the form. Users had to search through documents to retrieve the pension plan number, which was less familiar to them. Those who filled the form entering their pensioner’s number delayed their form’s processing and the delivery of their service request. The organization either had to call their clients back to confirm the pension plan and correct their form, or send their clients a letter telling them their form was incorrectly submitted and why, forcing them to resubmit. It’s important to apply the correct form field label to obtain the correct answer. In the above example, to be clear, the label should have read “pension plan number” to avoid

Forms/Template Design and Development 64 / 349 confusion, phone enquiries and process delays. In addition to a clear label, it is helpful to include an example of the information to enter, such as a typical pension plan number which might be different from a pensioner’s number. Also see − Legibility, Readability, and Comprehension: Making Users Read Your Words24 − Why people make mistakes on forms25 Keep labels and instructions to their simplest expression, as brief as possible, yet clear given there is little space on forms. Forms are not literary novels. The purpose is to get to the point to obtain an accurate response as quickly and efficiently as possible. Common data fields that users are familiar with rarely require additional instructions. Keep the instructions for when it matters to ensure users  Enter the data in the correct format. 24 Jakob Nielsen, “Legibility, Readability, and Comprehension: Making Users Read Your Words”, November 15, 2015, https://www.nngroup.com/articles/legibility-readability-comprehension/ 25 Illana Bain and Patty McKissock, “Why people make mistakes on forms”, 2008, https://www.bfma.org/resource/resmgr/lms/fund_dev_comm_why_people_mak.pdf

Forms/Template Design and Development 65 / 349  Understand the specific information asked.  Understand how to proceed next. For example When creating labels for common elements like − Telephone number − Fax number − Email address Use abbreviated labels that are familiar to all. Everyone understands that − “Telephone” and even “Tel.” means telephone number. − “Fax” means fax number. − “Email” means email address. Using the abbreviated term allows for additional instructions that would otherwise require a full sentence. It becomes clear to write a label − Telephone (home) − Telephone (work) − Telephone (other)

Forms/Template Design and Development 66 / 349 instead of writing − Telephone number at home. − Telephone number at work or during the day. − Other telephone number. While there may be no need to include instructions for labels “Given name”, “Family name”, “Telephone (home)” or “Email”, it might make sense to include instructions next to a credit card label, like − “Credit card number (enter without spaces)” or illustrate how to enter information in the form field using an example − ‘’Email (e.g., [email protected])’’. For consistency and rapid development, establish a list of the data fields most used on forms. Determine how to display them on form field labels, in long and in an accepted abbreviation. This avoids multiple iterations of abbreviations for the same term. For example

Forms/Template Design and Development 67 / 349 There are several accepted abbreviations for the term “management”: Mgt, Mgmt, Mngmt. Pick one, preferably the most commonly known, and use it consistently. The Forms Management Program, with partners in Communication and the organization, need to establish common terms and vocabulary to be applied on all forms, ensuring consistency, and allow users to become familiar with them. These should be listed and documented in the Forms Style Guide. Also see − I’m a LUNAtic, are you – Create Forms in Clear Communications26 − What is plain Language?27 − US Plain Writing Act of 201028 − Plain Language for Everyone, Even Experts29 26 Robert Linsky, “I’m a LUNAtic, are you – Create Forms in Clear Communications”, BFMA resource collection, 2018,https://www.bfma.org/resource/resmgr/lms/fund_dev_com_i_m_a_lunatic_a.pdf 27 Plain Language Association International, “What is plain language?” 28 govinfo.gov, “Public Law 111 – 274 – Plain Writing Act of 2010”, October 13, 2010 29 Hoa Loranger, “Plain Language for Everyone, Even Experts”, Nielsen Norman Group, https://www.nngroup.com/videos/plain-language-for- experts/?utm_source=Alertbox&utm_campaign=e59eb01e5e- site_search_suggestions_lone_wolf_2018_05_21&utm_medium=email&utm_term=0_7f29a2b335- e59eb01e5e-40332257

Forms/Template Design and Development 68 / 349 − Plain Language: Breaking Down the Literacy Barrier30 FORMS DEVELOPMENT With form objects and a Forms Style Guide as reference, it has become easier for form developers to include the correct form labels. Labels of form objects in the library are considered vetted, tested and ready for use. Their display, usage and functionality are consistent on all forms. Other than clear labels and plain language text, the forms developer arranges the form elements in a way that is logically sequenced, visually easy to read, ensuring users can navigate the form data fields and intuitively respond. The forms developer also includes features such as simple instructions, guides or illustrated examples to help users enter data in the correct format. For example • The use of a calendar to pick a date where the format is preset. 30 Heather Matsune, “Plain Language: Breaking Down the Literacy Barrier”, (Language Update, Volume 4, Number 1, 2007, page 9), TERMIUM Plus®, a product of the Translation Bureau, Public Works and Government Services Canada.

Forms/Template Design and Development 69 / 349 • Drop down menus or checkbox selections where lists of words were reviewed, checked and validated as correct before being deployed (e.g., list of country or state names, months, weekdays, currency symbols). Such features simplify the user’s task of filling the form in addition to ensure the data is entered without mistakes. A clear form design, layout and clear communication using plain language:  Contribute to a form’s efficiency in collecting accurate data.  Reduces the risk of data and processing errors.  Reduces the number of calls for support in filling the form.

Forms/Template Design and Development 70 / 349 Translation to other languages The Forms Management Program applies general rules and processes for translation, such as always beginning with the primary form instead of another translation. Translations convey the “meaning” and “sense” of form content instead of a word-for-word literal translation. The Program maintains translated forms to keep in synch with primary forms. If forms are to be produced in more than one language, the Program should provide instructions as to how this is to be achieved, what language and keyboard layout to use, specific details with respect to filenames and the form’s unique identifiers. FUNDAMENTALS The language in which forms are developed is governed by a number of factors. It could be:  A country’s legislation and population.  An organization’s policies or client base.  The types of services provided.  The technology architecture and database structures.

Forms/Template Design and Development 71 / 349 These factors contribute to determine in what languages forms are deployed. There are countries that:  Are officially multilingual and who have enacted legislation with respect to official languages and services to their populations. For example Belarus Belgium Canada India Ireland South Africa Switzerland … and others.  May be officially unilingual but have considerable multilingual populations.  Have official languages as well as regional or local official languages. Each addresses its population needs accordingly.

Forms/Template Design and Development 72 / 349 Major international organizations also have official languages. For example The United Nations uses six languages: − Arabic (Literary Arabic) − Chinese (Standard Chinese, Simplified Chinese characters) − English (British English with Oxford spelling) − French − Russian − Spanish. The International Federation of Football Association or FIFA, uses four languages: − English − French − Spanish − German. Forms Management Program areas need to know:  The official languages that apply to their jurisdiction

Forms/Template Design and Development 73 / 349  Any legislation affecting official or regional languages.  Their organization’s policy on official languages.  Their client base. Some governments and organizations have established a list of countries showing the language of communication for each country. Such a list can be useful to guide the Forms Management Program in developing its Forms Style Guide. These are intended to provide clear guidelines on languages forms are developed and deployed, and on the translation process. For example International organizations and businesses may choose to conduct their business in one language with other world partners and offer products and services in multiple languages depending on their geographical location. Every organization decides on and establishes a policy with respect to the language or languages in which it will provide services. The language policy could also differ between forms intended for internal use and those intended for public or client use.

The Forms Management Program aligns its Forms Policy and Forms/Template Design and Development Forms Design Style with the organization’s language policy. If 74 / 349 there is no organizational language policy, the Program needs to provide guidelines in its own policy. In Canada, there are two official languages: Large international organizations are likely to have translators at English and French. their service or have contracts in place for this purpose. Smaller Typically, organizations that may need translation services on occasion both versions are usually obtain them through contracted resources, as required. recognized as official. When producing forms in multiple languages, it is important that Forms translated to the Forms Management Program, in collaboration with the languages other than Information or Records Management area, establish a policy and English and French are guidelines specifying which language versions are to be not considered official, recognized as official records. This is important for records and according to Canadian legal purposes. The language status (official or unofficial) could legislation. help this exercise. The United Nations, for For example example, has eight A policy could state that forms produced in official languages official languages. are recognized as official records, but forms translated to languages other than the official languages are not. All Forms Management Program areas need a policy on forms translated to other languages. If your organization does not

Forms/Template Design and Development 75 / 349 provide forms in more than one language, the policy might state that it does not translate forms and produces them only in language X. This means the Program is responsible to only produce them in that language and only that language will be recognized as official. It points out options if clients insist on a translation regarding who does the work, who pays, etc. If the organization develops forms in multiple languages, not only is a policy needed but also guidelines and translation procedures to address them. The Forms Management Program also needs to collaborate with the Information Technology area to establish the best approach to produce and deploy forms in other languages. Factors such as  Technical requirements  Software particulars  Database schemas could have an effect on how data is collected, transmitted, exchanged and stored. These factors must be assessed when establishing an organizational policy about deploying forms and applications in multiple languages.

Forms/Template Design and Development 76 / 349 It is operationally more effective to let the Forms Management Program manage the translation process. This is to ensure that translation is requested only once the final version of the form in its primary language is approved. The Program, through its multiple language policy addresses which functional area pays for form translation costs: the client’s functional area or the Forms Management Program? For example In a fully bilingual or multilingual organization, all translation costs can be supported and funded through the Forms Management Program. In organizations where there are occasional translation needs, the Program manages the entire process but the translation cost is paid for by the requesting client area. When requestors submit a draft form already translated, it often needs to be sent again to the translator to apply the changes and edits made by Program staff to the final approved version. Such changes include applying known standard vocabulary or plain language and help text to form fields. This ensures all required form elements, labels, captions, user help text, menus and features are validated and can now be translated.

Forms/Template Design and Development 77 / 349 When managing the translation process, the Program staff  Send the final approved form in the primary language for translation.  Provide relevant reference material to assist the translator. This minimizes translation cost and accelerates the delivery of a complete and correct translation of the form.  Also see − Which languages are written right-to-left (RTL)?31 − Report: Guide to the Translation of Legal Materials (NCSC) 2011)32 BUSINESS PROCESS ANALYSIS As a rule, the business process analyst knows the context in which the organization operates and knows its audience and client base very well. Their documentation reflects the standard language policy of the organization. 31 W3C, “Questions & Answers: Which languages are written right-to-left (RTL)?” 32 National Center for State Courts, “Report: Guide to the Translation of Legal Materials (NCSC 2011)”

Forms/Template Design and Development 78 / 349 When performing fact-finding interviews to discover and document the business process, the business process analyst details who the form is intended for. Generally, this includes the language of the users. This may be a given when the form is intended for the usual audience. The business process analyst also notes any unusual requirements such as a new audience that requires the form to be produced in another language or other languages. All language requirements and details are included in the business process documentation (process maps, business case). FORMS ANALYSIS The forms analyst reviews the business process documentation and prepares a detailed requirements and specifications document for the forms developer. This document provides a comprehensive list of every form element included on the form:  Logos, images.  Form field labels, captions, corresponding database field labels.  Text information, instructions, disclaimers.  Features, special requirements, etc.

Forms/Template Design and Development 79 / 349 As a rule, the forms analyst asks the developer to first produce a draft form in the primary language, say English. The draft form gets reviewed by the client, form owner, stakeholder and user areas. It goes through a number of iterations until finalized and approved to proceed. Then the forms analyst or designated Forms Management Program staff can send the form to translation. FORMS DEVELOPMENT The requirements and specifications document outlines in what language or languages a form is to be developed. The forms developer generally develops a form in its primary language first. Also, some languages take more space than others. When the forms developer already knows the language the form will be translated to, it is possible to immediately adjust the primary language design to accommodate the space required to lay out the translated text. For example In Canada, most developers know that French text usually takes a more space than English. Since both are official languages, the best practice is to develop the French

version first. The developer is sure that the English will fit in Forms/Template Design and Development the same space allowed for the French. Or if the English is 80 / 349 created first, lay out the form design in a way to accommodate longer text in the French. Diacritical mark is the term The source file developed in the primary language generally to designate becomes the model from which to generate all other language special marks versions of the form. The forms developer needs to be sure that found with letters their forms development software and desktop environment can in some languages. access other languages keyboard layouts. This ensures the developer can apply the correct special characters (“diacritical mark”33) such as accents, tildes, umlauts required by some languages. Roman character languages such as, French, Spanish, Italian, Portuguese, German, Dutch, Norwegian, Swedish, Danish all require these special characters as do other languages such as Vietnamese and Tagalog. When developing forms in non-Roman characters such as Arabic, Bengali, Inuktitut, Mandarin, Japanese, Russian, Thai, for example, unless there is staff or contracted forms developers that use, understand, work in the language and have access to the keyboard layouts to actually type using them, most Forms 33 Wikipedia, “Diacritic”

Forms/Template Design and Development 81 / 349 Management Programs may need to ask the translator to provide images of the translated text individually (e.g., every label, caption series of text) to include as images on forms. The forms developer also pays attention to the alignment of text and form elements when designing forms, especially for languages that read in directions different from the left to right direction they are familiar with. The forms developer may need to produce different source files for different types of languages. For example Some languages are written horizontally, but read from right to left like Arabic, Hebrew or Urdu. Other languages are written vertically and read from top to bottom starting at the left, like Mandarin, Japanese and Korean. The forms developer also remains sensitive to specific cultural differences respective to specific geographic areas where the form is to be used. For example In some countries, individuals present themselves saying their family name first and their given name next (e.g., Smith John instead of John Smith). The forms developer could

Forms/Template Design and Development 82 / 349 reverse the order of these two data fields to make the form more intuitive for that audience. Flipping the display order of the data fields on the form should not affect the data mapping if using field-nominated connections. Other regions have no physical addresses. Their mailing address is simply a box number. As a result, the forms developer may create different source files to meet the layout requirements of different types of languages and cultures:  One for those that read left to right.  Another for those that read right to left.  Another for those that read top to bottom. When designing for international use, the forms developer aims to produce a form that addresses every possibility. For example When applying display properties to a telephone number, program the field to determine the display option based on the user’s region locale identified in the computer’s system preferences. This will ensure the system will use the applicable telephone display protocol for that region.

Forms/Template Design and Development 83 / 349 Some organizations, unless they are established in other countries with local staff, may decide to provide instruction documents or guides on to how to fill their forms in the local language, but deploy the forms in English or in the primary language of the organization. This is a challenge every Forms Management Program area needs to address with their respective executive management to ensure the program can rely on clear language translation policy and procedures. The usage context of each form and the organization’s capability to handle forms in other languages needs to be assessed to determine the best approach to forms in other languages. When an organization deploys forms in many languages, it is likely they also have built a forms object library for common form elements that frequently appear on forms. Native objects such as country lists, weekdays, calendars, and so on may be readily available in the forms development software under the list of possible languages to apply. Custom objects can also be added to the library in other languages. These have been properly translated and validated as correct in that language. This allows the forms developer to reuse approved text in the other languages and minimize the

Forms/Template Design and Development 84 / 349 number of form elements that require translation, thereby reducing the organization’s translation cost. Once the form is developed in its primary language version, it is submitted for review and approval to the client and other interested parties. The forms developer or forms analyst makes a point of explaining to the client and interested parties how the form can be translated (e.g., what elements will be translated, how data fields will be handled, how the form will be made operational in other languages, etc.) in the approval document submitted. Once approved in its primary language, the form can be sent to translation. The forms developer sends the form version in its primary language to the designated staff responsible to coordinate the translation process. This person could be in the Forms Management Program, internal to the organization or a contracted resource. The developer includes relevant specifications as to:  The software file format the translated form should be returned.  Whether every form element is to be separated.  The specific language script, keyboard layout and dictionary to use, e.g.,

Forms/Template Design and Development 85 / 349  Simplified Chinese for Mandarin vs Traditional Chinese for Cantonese,  Cyrillic  American English vs British English. … and others.  The need to return a high-resolution PDF to ensure print quality, etc. The person coordinating translation includes the forms developer’s requirements as well as any relevant reference material to assist the translator. Reference material can include:  Requirements and specifications document.  A copy of the form in its primary language.  Screen shots showing menus, features and help text.  Associated policy and procedures, as applicable. This is essential for the translator to clearly understand the context and purpose of the form. Without reference material, the translator may guess between different, but correct terms, yet only one fits the context. Translations in other languages are costly. This is not the time for guessing games. Do not hesitate to hand over reference material and engage the translator to contact

Forms/Template Design and Development 86 / 349 Program staff for additional information. This will ensure the delivery of a quality translation. The coordinator also requests that the translator uses clear, plain and familiar language when translating. This is to ensure the form is easy to understand. The forms analyst, forms developer and the translator remain available to discuss any question about the form during and after the translation process for clarifications or adjustments. Once the translation is received, the forms developer applies the translated text to the correct labels and form elements on the form, using the source file of the primary language version as its model to generate a new language version of the form. The corresponding unique form identifier is applied to distinguish this language version of that form edition. Once the form is designed and developed in the other language or languages, it is a best practice to return the primary language form and the translated form to the translator to ensure that every translated form element has been properly displayed on the form and the text labels, captions and instructions have all been properly written on the form.

Forms/Template Design and Development 87 / 349 Once confirmation is received from the translator, the translated version can proceed for testing and quality assurance and later final approval. The translator’s confirmation and validation accompany the sample forms and approval documentation as proof of due diligence with respect to the translation process. Whenever possible, the Forms Management Program should try to locate users or staff that understand the language to assist them with reviewing translated forms. Sometimes there are nuances and variations in the same language e.g., Puerto Rican Spanish, Mexican Spanish, Castilian Spanish or Cantonese and Mandarin. At times, staff in embassies, consulates, diplomatic missions or organizations whose mission it is to support businesses and entrepreneurs develop, can assist in ensuring the correctness and suitability of the translation. This is important given some countries and cultures follow strict protocols and layouts. For example In Mandarin, it is possible to phonetically translate words in the primary language or translate them to their equivalent words in Mandarin. Translating to equivalent words in Mandarin is the more effective translation option. The text is shorter and is more

Forms/Template Design and Development 88 / 349 natural and intuitive to the Chinese users. Each form situation is unique and needs to be assessed with the translator. In Japanese, business cards, for example, are extremely important. They are laid out in a very specific design and layout. The contact information labels can be in Japanese, but for representatives of countries outside Japan, they often prefer that the contact information itself be in English. In Spanish, there are local nuances in various locales and countries such as Puerto Rico, Mexico, and Spain. Having local language experts review the text is important. To avoid possible diplomatic fiascos, some organizations consult with and rely on their foreign affairs department, local diplomatic missions or embassy staff to review and validate their business card design. These are only two examples to demonstrate how important it is for the Forms Management Program staff to investigate and learn as much as possible about the culture of the other languages in which they produce forms. This is to ensure

Forms/Template Design and Development 89 / 349 clients’ positive responsiveness and acceptance of an organization’s forms. Well-designed forms in other languages maximize usability effectiveness and ensure the organization obtains accurate data in return, in addition to gaining a better reputation for reaching out in the client’s language. DATA COLLECTION AND PRESENTATION When conducting an in-depth analysis of the business process associated with the form, the forms analyst needs to clearly identify the systems or databases where the collected data is transmitted. Some important questions to consider:  Is it useful to produce a form in a foreign language when data is intended for an English database? How is this issue technically addressed?  Can the database language capture the data entered in the foreign language?  Can the form programming translate the information entered in the other language?  Is the database duplicated in the foreign language to accept the data in the foreign language?

Forms/Template Design and Development 90 / 349  Does the organization’s policy provide indications as to how the technology architecture supports other languages? These are important questions to discuss in order to determine how languages are applied to a given form, what will be translated in the foreign language?  The form field labels, captions and instructions. or  The form is not translated, but detailed instructions on how to complete the form are translated. The forms developer works in close partnership with colleagues from the Information Technology area as well as system and database administrators to ensure the form meets system data requirements and to meet the other language needs as best as feasible. Generally,  Data mappings applied to the form in the primary language should be just as efficient in the translated form, since they are the same.  Drop down menus, automated features like calendars and checkboxes are either  Native to the software in other languages or

Forms/Template Design and Development 91 / 349  Display translations that could be mapped to the primary language equivalents in the database.  Help text and instructions are translated to help users enter the correct information, whether it’s in the form’s language or in the language specified by the instructions. For example A Spanish form gives the instruction to enter the information in English. Just like the forms in the primary language, translated forms are user tested and sent to a testing and quality assurance process to ensure correct functioning of all form data fields and accurate data capture. TECHNOLOGY Recent technology and common operating systems allow for the configuration of one’s computer user preferences, which govern the desktop’s functioning. This can be done with the simple selection of one’s country or geographical region and the installation of the different languages one plans to mostly use on the computer.

Forms/Template Design and Development 92 / 349 To develop in multiple languages, forms developers need the access rights and privileges to access languages available in the operating system software. This may not be configured in the standard user or staff desktop profile. The head of the Forms Management Program must work with the Information Technology area responsible for user profiles and security to ensure Program staff obtain the necessary technical access rights to effectively accomplish their work. When installing languages on their desktop, forms developers also access other languages’ keyboard layout and dictionaries to enable spelling and grammar checking. Object libraries in recent forms development software allow for developers to access common form elements, labels, data fields and document properties such as telephone numbers, email, address, page number, in multiple languages and display formats used in other countries. Form developers can also custom build form labels, data fields and objects in other languages, with the intelligent features copied from the primary form, and add them to the object library.

Forms/Template Design and Development 93 / 349 Reusing existing pre-approved other language text helps accelerate the form’s development in the other language and reduces translation cost by needing to obtain a translation only for the remaining unique form elements. For example Organizations whose employees do a lot of travel abroad require business cards in other languages. A model for printing business cards in other languages can be created where the common information is already translated and displayed according to that language card design.

Forms/Template Design and Development 94 / 349 Information such as: − the organization’s name and address. − labels for the person’s contact information (e.g., telephone number, fax, email and website) are translated once and included in the model. Staff only need to obtain the translation for their name (if applicable, as when in non-Roman characters) and title. Either the staff client or the forms developer enters the translated information to create a source file for the staff client in that language model, depending on how the desktop software is enabled for the staff client. Although technology has made online translation tools available, they are limited to word-for-word translation, miss the context and produce errors. It is best to avoid relying on them to provide a professional translation that is to be publicly deployed. An example that comes to mind was a label stating in English “Made in Turkey34 which was translated to “Fabriqué en 34 Jean Dion, “Made in Turkey / Fabriqué en dinde”, Le Devoir, 22 juillet 2010, https://www.ledevoir.com/opinion/blogues/c-etait-bien-mieux-dans-le-temps/307055/made-in-turkey- fabrique-en-dinde

Forms/Template Design and Development 95 / 349 dinde” in French. This literally means “Made in turkey” as in turkey the bird. The French should have read “Fabriqué en Turquie” for Turkey the country. Also see − Engrish of the Day35 − Hein?36 − The Top 10 Most Hilarious Marketing Translation Gaffes37 − TERMIUM Plus®38, one of the largest terminology and linguistic data banks in the world, gives you access to millions of terms in English, French, Spanish and Portuguese. If so tempted to use online translation tools, be sure to have a professional native speaker and editor review your final product and text. Technology is constantly improving, but there are subtleties in language that computers still don’t get. 35 Engrish.com, « Engrish of the Day, accessed October 29, 2020, https://www.engrish.com 36 “Hein?”, Protégez-Vous, https://www.protegez-vous.ca/chronique-hein?page=1, (Page consultée le 29 octobre 2020) 37 Caitlin Nicholson, “The Top 10 Most Hilarious Marketing Translation Gaffes”, https://www.lingualinx.com/blog/the-top-10-most-hilarious-marketing-translation-gaffes 38 TERMIUM Plus®, a product of the Translation Bureau, Public Works and Government Services Canada, https://www.translatorscafe.com/cafe/EN/communityrates.asp

Forms/Template Design and Development 96 / 349 A word may translate correctly, but for a different context. It is essential a person who understands the language review the final form in the other language or languages. It can save the organization from major blunders and serious damage to its reputation. PRINT PRODUCTION Producing form source files in other languages and printing them requires more attention on the part of the Forms Management Program staff. It’s important that a person other than the developer gives another look at the form file, translation provided and closely proofreads the final form version in that language. This is to ensure all form aspects and elements are correct. Additionally, there is a good chance the print provider is not familiar with the other language or languages, especially when in non-Roman characters. It is critical that print instructions be extremely clear and precise. For example A form is printed English on the front and Mandarin on the back, head to head. It’s important to ensure that each source file clearly shows the page layout and which

Forms/Template Design and Development 97 / 349 side is up or down. This is to ensure the print provider prints the form as instructed, without being confused as to which side to print up or down. Simple designations (e.g., Front, Back, This side up) can be added to the margins outside the crop marks area that can quickly indicate direction. Clear instructions are useful in avoiding print blunders. No one wants to meet a delegation of representatives where the organization’s staff representatives’ names, title and contact information printed on the back of their business cards doesn’t match their name, title and information displayed on the front because the print provider flipped the source file image at print time. Such blunders do occur. FORMS CONTROL The forms technician is often responsible to arrange for and coordinate translation requests according to the known procedure. For example In sizable organizations, there may be a global translation procedure with

Forms/Template Design and Development 98 / 349 • Designated translators on site, on contract or externally sourced by the contracted translating service. • A central service area managing all translations for the organization. 1. A translation request is sent with relevant reference material to assist the translator, including:  A copy of the form in its primary language.  The forms developer’s specifications.  The requirements and specifications document.  Screen shots showing menus, features and help text.  Associated policy and procedures. 2. The delivery deadline requested is established within the project delivery timeline and according to the estimated time required to translate the form. This is normally based on the word count of all form elements and the complexity of the subject. 3. The forms technician applies the financial coding of the functional area responsible to cover the translation costs and enters the request in required tracking systems. Some

Forms/Template Design and Development 99 / 349 organizations have dedicated systems to track translation requests with their service providers. 4. Upon receipt of the translated form, the forms technician: a) Notes the date received in the relevant tracking systems (e.g., forms project, translation system, financial system). b) Copies the received file or files in the designated form file directory, applying a unique form identifier for each language version and making them accessible to other Program staff. c) Checks that the translator provided the translated form or text according to the forms developer’s specifications and in the required file formats. d) Notifies the forms developer and forms analyst the translation was received and where to recover the files. e) Archives i. A copy of the translation request. ii. Final version of the form in its primary language. iii. Reference material and specifications sent. iv. The translated form file or files received in the form history record for future reference.

Forms/Template Design and Development 100 / 349 f) If the translated form is satisfactory and accepted, takes the necessary steps to pay the translator’s invoice for its services. PROGRAM MANAGEMENT The head of the Forms Management Program is aware of:  The official languages that apply to their jurisdiction.  Any legislation affecting official or regional languages.  The organization’s policy on official languages.  How the organization communicates with other countries or external organizations.  The client base.  Organizational resources, services or procedures with respect to translation. This information is documented in the multiple language policy and the Forms Style Guide. The Program head, other functional areas and senior management, need to agree on a common process to address the translation of forms and templates. Program staff need to

Forms/Template Design and Development 101 / 349 discuss the best and most efficient approach to manage and benefit from translation services for forms and templates. A translation procedure is clearly outlined, either in the organization policy as a whole or for the Forms Management Program. The Program can decide which staff member is designated to manage translation requests of forms and coordinate with internal staff, other organizations, internal or external translation service providers. Each organization and Forms Management Program need to determine which functional area is responsible for the translation costs.  Will it be managed centrally because it is part of standard business for the organization? or  Will the requesting functional area pay on an as required basis? Since it is recommended that the Program manages the translation process, the Program head:  Secures a budget amount dedicated to form translation or  Relies on the budget of client functional areas.

Forms/Template Design and Development 102 / 349  Keeps information detailing the cost of translation in other languages in order for Program staff to provide cost estimates to clients.  Uses this information when preparing project plans or annual budgets. Even if other functional areas cover the translation costs, the translation process of forms should be coordinated and administered by the Forms Management Program. The Program head, in light of the various administrative processes involved, needs to determine, with other functional areas, how translation of forms can be best administered for efficient service, forms delivery, and reporting purposes. The Program head needs to be sure the signing and spending authority profile for the Program head position and designated Program staff positions have the necessary authority levels to procure or contract translation services for forms. The Program head is aware of the translation service providers available and ensures Program staff are also aware. These could be internal to the organization or external translation service providers on contract with the organization.

Forms/Template Design and Development 103 / 349 When organizations rarely use translation services, the Program head needs to assist Program staff in locating professionally qualified translation services to procure translation for forms, when needed. The Program head needs to collaborate with the Information Technology area to determine the best technical approach to producing and deploying forms in other languages. This may already exist in an organization-wide policy and guideline. Otherwise, programming languages, database interoperability, data exchange are discussed for forms in other languages and a decision taken as how this will be achieved. Particulars, system requirements, methodologies are documented in the Forms Policy and Forms Style Guide. The forms Program staff require access rights to operating system or software language keyboard layouts and dictionaries, database schemas that have an impact on how they apply languages in forms and how data is collected, transmitted, exchanged and stored. These factors and technical requirements must be assessed to establish forms developers’ user profiles and desktop configuration to ensure they can develop forms in other languages.

Forms/Template Design and Development 104 / 349 The forms developers and forms staff user profile:  Is standardized and documented with the Information Technology area responsible for user profiles.  Recognized as Forms Management Program user profile.  Maintained and updated as required. The forms area filenaming convention covers the filenaming of form editions and versions in other languages, and a convention established for saving and archiving forms translations and form editions in other languages in the form history record.

Forms/Template Design and Development 105 / 349 Create and refine the form container Develop the form container using an iterative design process with various drafts.  Check and correct errors in composition such as spelling, grammar, trademarks, branding and punctuation.  Compare the client’s draft with the newly developed draft.  Obtain stakeholders’ review and approval of content and design. FUNDAMENTALS Clients who request forms usually have an idea of the information they need to obtain to meet their business needs. This is often illustrated on a draft form the client produced to assist the Forms Management Program better understand their objective. Following a more in-depth analysis of the business process associated with the form and an analysis of the form’s information elements requested, the forms analyst prepares a requirements and specifications document intended for the forms developer. This document may: