In our just-released report on how freelancers work and their attitudes toward computer-aided translation tools, we received a lot of feedback about how “this CAT software works” or “that one doesn’t.” One of the complaints was about licensing terms and conditions. The new version of Trados, released last week as SDL Trados Studio 2009, added a new twist to the discussion. After receiving a lot of comments and reviewing translator message boards, we asked SDL about the changes — for more information, see the SDL Trados Studio license policy.

Last week, SDL announced the availability of its revamped, CEAF-based desktop tool. Almost immediately, we began receiving feedback from users upgrading from the previous version of Trados. The installation script required removing Trados 2007, then requesting a new license. The Trados license manager granted them two licenses, one to the 2007 version and another for Studio 2009. The user was notified that the license for the older version would expire in a year. Upgraders were confused by the process and lit up the message boards (and our e-mail server). In short, SDL changed the license terms for its translation memory software, but failed to adequately inform its user base of the change. Furthermore, the installation script was more cumbersome, less direct, and less friendly than what it could have been.

To make a long story short, we called SDL and spoke with several executives, including CEO Mark Lancaster and tool group general manager Keith Laska. They acknowledged customer concerns, with Laska telling us that “we want customers to enjoy all the new features. With our new license upgrade process, that was easier said than done.” As of yesterday, SDL implemented immediate changes to the Trados upgrade process, including giving permanent SDL Trados 2007 and 2009 licenses to both upgraders and new purchasers. Laska also noted that SDL would make some system improvements and better communicate the changes on its website.

The bottom line: Trados users now receive two permanent licenses. They can thus get past the distraction of the licensing imbroglio and back to work. SDL had the right response: We’re always in favor of vendors taking swift action to fix problems, apologizing to its customers for the inconvenience, and vowing to do better next time. As SDL counts on software for an increasing percentage of its annual revenue, constant improvement of its products and highly responsive customer service will determine its success in becoming the foundation of global information management strategies at language service providers (LSPs), government agencies, and corporate accounts. And keeping its user base of translators happy is essential to this strategy. By reversing its change in policy relatively quickly, SDL showed that it’s listening and responsive. Given this experience, the next release will probably be much smoother from the start.